New Phone and Record History from cloud does not appear
I bought a new iPhone and installed the Tapo app but all my cloud recordings are unavailable to view on my new iPhone. What is going on? I get notifications of events but there is no video available to playback in the cloud. If I download the Tapo app on my old Android phone and log in I can see all the event recordings in the cloud and play them back.
Please kindly help, I need to be able to see everything on my new iPhone.
i have the latest firmware and version of the Tapo app.
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Hi,
It seems you logged in to your iPhone with a shared account rather than the owner account, so that you can receive detection notifications but can't see cloud video clips.
On both phones, please open the Tapo app > Me > View Account page to confirm whether the accounts (email format) are the same.
Best Regards
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Hi,
It seems you logged in to your iPhone with a shared account rather than the owner account, so that you can receive detection notifications but can't see cloud video clips.
On both phones, please open the Tapo app > Me > View Account page to confirm whether the accounts (email format) are the same.
Best Regards
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@Solla-topee how do I change the shared account to an owner account? I am the one paying the monthly subscription and it is my house. Both my partner who originally set up the cameras and myself cannot see any stored videos in the cloud. This is so frustrating. How can we fix this. We both log-in to different devices and cannot see any recording history. At this point I feel like asking for a refund. Also where is the customer support email address? Why do I have to come to a message board forum for support? Is there no customer support phone number? I'm really disappointed with Tapo to be honest.
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Hi,
1. You can click here to find the contact info of our technical support team.
2. If you can see the cloud video clips on your old Android phone, please go to that phone > Tapo app > Me > View Account page to see the owner account that the camera is bound to.
Then, on your new iPhone, log out of the Tapo app, log in with the owner account, and you can manage the camera and watch cloud video clips.
Best Regards
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