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Frequently Asked Questions

1) How do I port-forward my camera?

You can read our port-forwarding guide here. If you're still having trouble, contact us at support@sharpvue.com

2) Can I switch plans at anytime?

Sure. When you switch from one plan to another we'll apply the change immediately and automatically change pricing for the following month.

3) Is there a contract term?

No. We offer monthly plans with no contract term. Note -- all our plans auto-renew until you cancel. You simply pay as you go and are free to cancel at anytime. There are no refunds after 30 days.

4) What payment methods do you accept?

We accept ACH, Visa, Amex and Mastercard. We use a global 3rd party payment partner who processes all our transactions.

5) How do your recording storage limits work?

Our storage limits refer to the number of days we keep your media. If you have a 7 day plan, any recorded media from the last 7 days will be saved. Same for the 14 and 30 day plans.

6) Do you sell cameras? Where do I buy cameras for this service?

We do sell cameras. We allow our customers to purchase the camera of their choice from us or from other sources.  To Purchase cameras from us, please visit us at http://sharpvuecam.com/

7) What's the difference between a webcam and IP camera?

We use the term "webcam" to describe computer cameras that are connected (or built-in) to your PC/Mac. These are the cameras commonly used for Skype and other applications. IP cameras are standalone devices that normally connect over WiFi, also commonly referred to as "Network Cameras".

8) What if I don't see my camera listed on your website?

No problem, just contact our support team at support@sharpvue.com and we will let you know if it works with our service. Or better yet, just try our free plan and see if it works!

9) Can I connect SharpvueCam to my DVR/NVR system?

No. We connect directly to the camera over the internet and do not support connection to a local DVR or other network-attached storage.

10) Can I download recordings from my cloud account?

Yes, all our paid plans include the ability to download individual recordings.

11) Is there an easy way to delete older recordings I don't want saved anymore?

Yes, you can delete any individual media file. Note that we automatically delete any media older than your storage limit so we take care of this for you.

12) What mobile apps do you have?

We have apps for Android and iOS. Our Android app supports version 4.1 or Later. Our iOS apps supports iOS 8.0 or Later.

13) What kind of support do you provide?

You can find content to get more familiar with SharpvueCam's capabilities by looking at our full support help desk and you can always email us at support@sharpvue.com.

14) I don't see my camera listed. How can I determine if you support it?

We support any IP camera that supports MJPEG/H.264 streaming and has an FTP client for recording uploads. If you're not sure, the best thing is to contact our support team or just try our Free Plan and test your camera out first.

15) Why am I only seeing images being uploaded to my account? Don't you support video recordings for every camera?

Not necessarily -- it depends on the camera. For webcams, Axis and Foscam H.264 cameras (FI98* model numbers) we support video recordings. For all other cameras, if the camera can upload video clips via FTP (instead of images), we can support it. Many customers are surprised their camera only uploads images on a motion event rather than a video clip so be sure to verify this in your camera documentation.

16) What's the story with Axis, Vivotek, Sony and Foscam? Why do you list those separately?

These are some of the leading IP camera brands in the market and we've gone the extra step to provide tight integration with these cameras. What that means is you can set the camera up easier with our auto-setup features, you can control many camera settings from our apps and we have the ability to capture video recordings for all Axis/Sony cameras and the newer H.264 Foscams.

17) I already have this free app with my camera, why do I need SharpvueCam?

Most free apps provided with cameras are "viewer apps" only -- meaning you can view a single or small number of connected cameras. SharpvueCam provides this functionality, plus the ability to store recorded video in the cloud (we call this cloud storage), an easy-to-use interface to manage and review your clips, all within a single app to manage all your devices. These features go well beyond the apps provided by camera manufacturers.

18) Do I have to port forward my camera?

You will most likely need to port-forward your camera through SharpvueCam. This isn't required if you're using a webcam or for newer Foscam "P" cameras, but for most other IP cameras it is. We've provided a port-forwarding guide that explains how to do this.

Keep in mind that if you want to access your camera (with or without SharpvueCam) from outside your network, this will be a necessity. If you simply want to use our cloud storage feature and FTP videos or images, this is not a requirement.

If you still want to use SharpvueCam without port forwarding and take advantage of cloud storage follow these steps:

  1. When you add your camera with the SharpvueCam add camera wizard go to step 2 called Network.
  2. Instead of filling in the network information, press the Skip button. This will mean you won't be able to get a Live View of your camera but you can still save motion events.
  3. SharpvueCam will provide FTP credentials for you to setup motion detection in your camera interface.

18) What type of camera do I have? MJPEG or H.264?

Typically older cameras are MJPEG cameras where newer ones have H.264 support. Your camera's documentation should let you know what you have. Some support both. Typically it is better to use H.264 as it has better compression thereby saving you some bandwidth, however you can't beat the responsiveness on a Live View with MJPEG cameras. Whatever you have make sure to follow the guides appropriately. Either MJPEG or H.264.

19) Do I need a static IP?

No, it's not necessary. If your IP changes frequently you can use a service like DDNS. Often that is provided as a free service from your camera. See some details here.

20) Failure to play the selected media

Common issue to play any media on your timeline. Reasons are typically corrupt video or images sent from the camera. Usually meaning outdated firmware on your camera. Some tips found here might help.

If you're still having trouble, contact us at support@sharpvue.com.

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