O2 Smart Home app help

Get the most from the O2 Smart Home app

If you need to change your password, you can do this in the app. Click Forgotten your username or password, then just follow the instructions to reset your details.

If your app keeps crashing, the best thing to do is delete it and reinstall it from the App Store or Google Play Store. If this doesn’t fix the problem, give us a call on 0344 499 0202.

To get notifications from the app, check that the fist zero has been removed from your mobile number in User profiles. The +44 means the zero isn’t needed. Also make sure that in the actual program, you’ve selected the mobile number to receive notifications.

If your hub is offline (you'll see a message when you sign in), you won't be able to get to your dashboard. You'll see a System is Offline message. To fix this, make sure you have an internet connection.

If your account is disconnected or suspended (you'll see a message when you sign in), call us on 0344 499 0202.

You can store up to 1GB of photos, videos, alerts and system activity. 30 seconds of video takes up around 1MB, and a snapshot takes up 12KB. The Auto Purge setting will be turned on by default, meaning older content will automatically be replaced by new videos and pictures.

To record or take pictures, your camera must have a program set up. This can be created on the O2 Smart Home app or dashboard. All videos will be in MP4 format and photos are JPEGs.

If you've set up a program but still can’t take photos/videos, then check to see if your device storage is full. To free up some space, either delete some videos or photos, or turn on Auto Purge to automatically delete your oldest content.

To change the motion settings on your camera, sign in to your O2 Smart Home dashboard, then from the menu select Devices then Cameras. Select the camera you want to adjust, and then click on Settings (or Camera Settings in the app). You can change the sensitivity, area of motion and type of motion that you want your camera to pick up. If you move your camera, you’ll need to manually change the area of motion it’s covering.

If your camera isn’t picking up motion after you’ve adjusted your settings, try unplugging it for 10 seconds, and restarting it.

To change the Auto delete settings, go to My account, and click Manage data.

If you turn Auto delete off, you’ll need to manually delete the content you no longer want, once you reach your storage limit. You can save images and videos to your PC or laptop if you want to free up some cloud storage.

To save images onto your desktop or tablet, sign in to your O2 Smart Home dashboard, and go to your photo and video archive.

In the app, press Select, and then check the tickbox for the video or photo that you want to save (you have to do one at a time). Then click Export at the bottom of the screen and choose where to send or save the file.

On the web dashboard, click the icon that shows a file with an arrow and then choose the file you want to save by clicking on the same icon that appears on each thumbnail image. The photo or video will then start to download.

Your O2 Smart Home service comes with 1GB of free, secure cloud storage for videos and snapshots taken with your cameras. That’s enough to capture 40, 15 second video clips and 1000 snapshots a day, for a month. You'll be alerted if your space starts to fill up, and you can choose to delete recordings manually or use the auto-purge feature. Auto-purge automatically deletes the oldest files first when it gets full, to make sure that your cameras can still save videos and snapshots. You can mark any video or snapshot to protect it from auto-deletion if you need to.

Your O2 Smart Home platform will stop recording video if it thinks that something has incorrectly caused cameras to record videos. For example, if a bird is moving around within the motion detection area of your camera and triggers it to record 15 times within 15 minutes, then this alert will be triggered. The camera will then go into a five minute quiet period, before operating as normal again. This will help stop your cloud storage filling up unnecessarily. You can stop this from happening by checking your programs to make sure that you're not triggering cameras too often, and by adjusting the sensitivity and motion detection areas for each camera.

The first thing to check is any programs that you've created to see if you can change them so when you're at home, or you know someone will be there, you don't get any notifications. This can be done by clicking on your program within the app or website and changing the times that it runs at. With cameras and motion sensors, you can also change how sensitive they are to detecting movements, and cameras can be set to monitor only certain areas for motion.

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