What’s the Tapo Care service?

The Tapo Care service is a comprehensive subscription service for cloud video recordings, and it provides cloud storage, rich notifications with snapshots, and other services.
With the Tapo Care service subscribed, the recorded detection events will be uploaded and stored to the cloud server for up to 7/30 days for you to access at your leisure via the Tapo app.
You can click here to see more information about the Tapo Care service.

Some customers may experience issues when uploading or storing video clips to the cloud server, and here we provide some suggestions to help solve the issues.

Case 1. No video clips can be uploaded or stored to the cloud server with Tapo Care subscription within a period of time.

Troubleshoot suggestions:

1. Please ensure the firmware of the Tapo camera and the Tapo app are up-to-date.

2. Confirm the camera has internet access and can be controlled remotely. If not, refer to the link below for further troubleshooting.
What to do if I can't control my Tapo cameras on the Tapo app?
 

3. Check if the detection feature is enabled on the Tapo camera. Here is the instruction to set up the detection feature on the Tapo app for your camera.
Please note that the cloud server only stores the video clips triggered by the detected events.

There are three methods to check if the detection feature is working:
1) Go to the Tapo app> Home tab>Message center(Bell icon at the top right corner) to check whether there was a corresponding detected event notification at the time when there were no cloud video clips. 
Here is an instruction to enable the Notifications feature on the Tapo app for your camera.

2) Check whether you heard an alarm at that time when there were no cloud video clips.
Here is an instruction to enable the Alarm feature on the Tapo app for your camera.

3) If you have an SD card inserted into the camera to store video recordings, go to Tapo app>camera's Live View> Playback & Download> Playback page, select the SD card icon, and check whether there are video recordings triggered by the events at that time when there are no cloud video clips.    

If the detection feature is not working, please refer to the below instructions to troubleshoot.
What to do if the Detection feature is not working on the TP-Link Camera?
 

4. If the Detection feature is working, go to the Tapo app>Me>Tapo Care page to ensure your TP-Link ID has subscribed to the Tapo Care service.
And tap Select Camera on the Tapo Care plan to ensure your camera enjoys the Tapo Care service.

After troubleshooting according to the above steps and confirming your configurations are correct, please feel free to leave your comments on this thread or Start a New thread with the following information, and our team will continue to help with your issue. 
1. The MAC address of the Tapo camera & TP-Link ID. (You can send them to Solla-topee via a private message)
2. The troubleshooting results of the above steps.
3. The time and date without cloud video clips.
4. Your problem description.

Case 2. Some cloud video clips are lost, and some are saved to the cloud server normally
 

Troubleshooting suggestions:

1. Please ensure the firmware of the Tapo camera and the Tapo app are up-to-date.

2. Confirm the camera has internet access and can be controlled remotely. If not, refer to the link below for further troubleshooting.
What to do if I can't control my Tapo cameras on the Tapo app?
 

3. Please confirm if the Tapo camera has a stable connection. If the internet connection is unstable, the camera is unable to upload the video clips to the cloud server when it has no internet.
How to check and improve the network connection stability of Tapo & Kasa smart devices?

After troubleshooting according to the above steps, please feel free to leave your comments on this thread or Start a New thread with the following information, and our team will continue to help with your issue. 
1. The MAC address of the Tapo camera & TP-Link ID. (You can send them to Solla-topee via a private message)
2. The troubleshooting results of the above steps.
3. The time and date when the issue happens
4. The model number of your router and your network diagram.
5. Your problem description.