Follow the steps below to cancel your cloud subscription service - this will avoid auto-renewal charges in the future while still allowing you to enjoy our current paid subscription term.

Step 1: From the Home Page, tap the three-dot icon to enter the Device Settings page

Step 2: Tap CloudPlay

Step 3: Tap Subscription Management at the bottom

Step 4: Scroll down to tap Cancel Subscription at the bottom

Step 5: Tap Yes to proceed further

Please note that when the subscription is canceled:

1)  There are no refunds/prorated dates

2)  Your recording plan will expire when it reaches the end of the subscription period

The availability of EZVIZ CloudPlay varies from region to region. For more details, feel free to visit: https://www.ezviz.com/page/cloudplay. You may check your EZVIZ mobile app for the latest information, and you can still choose an SD card and WiFi NVR for local storage.

Step 1: Log in to your EZVIZ account, tap the profile icon on the top left

Step 2: Tap CloudPlay

Step 3: Tap the three-dot icon on the top right

Step 4: Then tap CloudPlay Subscriptions and you would be able to see all the payment history of CloudPlay under this account

1. Make sure your camera is online and it has a stable and strong internet connection. Poor or intermittent connectivity can prevent recordings from being uploaded to the cloud and we do suggest an average upload speed of 2 Mbps or better.

2. Make sure that your camera is not in Super Power Saving mode/Sleep mode/Privacy mode if your camera supports one of these features.

3. Ensure that your CloudPlay plan is active and in use. You can check the status of the service by going to camera Settings>CloudPlay. When the status is "Service paused", please check if the Recording button on the CloudPlay page is enabled. In order to check this, you will need to tap the three-dot-like icon in the top right corner of the CloudPlay page> Recording Setting.

4. If all the above settings are normal, please perform a test from your side to check whether the camera can be triggered normally or not. You may enable the Alarm Notification feature in camera Settings>Alarm Notification, then wave your hands in front of the camera lens until you can receive an alarm notification.

5. If you cannot receive an alarm notification when you perform the test, please reset your camera by pressing and holding the Reset button for a few seconds and reconfiguring it. This may help to resolve any problems.

If your device is still in active service and its subscription renewal has not been canceled, please enter the Settings page of your device > CloudPlay > tap "Subscription Management" at the bottom, there will be displayed all the upgrade options that can be supported.

If your device is still in service but its subscription renewal has been canceled, please go to your device's Settings page > CloudPlay > tap "Subscribe/Renew" at the bottom to proceed. You will be able to upgrade your service plan.

If your device does not have a service plan, but there are other devices under your account in the service that are supported to upgrade to a Home Plan, please follow the steps below:

1. Enter the "Settings" page of the current camera and scroll down to find "CloudPlay".

2. Tap "Subscribe/Renew".

3. Select the Home Plan you want to subscribe to.

4. Agree to the EZVIZ SERVICE AGREEMENT and tap the blue bank card bar at the bottom.

5. When an upgrade prompt appears on the APP, tap "Yes" if you want to upgrade to a Home Plan.

6. Users will automatically be taken to the CloudPlay page of the device already subscribed to an annual or monthly individual plan.

7. Tap "Subscription Management".

8. Select the Home Plan you want to upgrade to.

9. Agree to the EZVIZ SERVICE AGREEMENT and tap the blue bar with the bank card icon at the bottom again.

10. Review your new plan and tap "Submit" to continue and complete the upgrade.

11. Go back to the CloudPlay page of the device you successfully upgraded to Home Plan, tap "Camera(s) in Home Plan 1/4" and select the device you want to add.

Please note that the upgrade can only be supported if you have paid by credit card. If you encounter any difficulties while upgrading the CloudPlay service, please contact EZVIZ by sending an email to rma.glb@ezviz.com.

To better assist you, please provide the following information by contacting EZVIZ at rma.glb@ezviz.com:

1. the 9-digit SN of your EZVIZ camera

2. the email address you used to subscribe to CloudPlay

3. the payment for which you are requesting an invoice

4. if the invoice is requested for your company, please provide us with the company information as well.

Please note that if your CloudPlay service is still in the free trial period, you will need to contact us with the above information when you actually pay for the subscription after the free trial period ends.

Please note that service transfer is only supported between devices with the same account. If you want to transfer the CloudPlay service to another camera under your account, please follow the steps below:

1. Log in to your EZVIZ account and enter the "Settings" page of the new device you want to transfer the CloudPlay service to.

2. Scroll down to find and enter "CloudPlay".

3. Tap the "3 dots" in the upper right corner.

4. Tap the "Transfer" button, select the device with the service you want to transfer and click "Submit".

5. Make sure to start the service transfer by clicking the "Next" button.

6. Please wait until the CloudPlay is successfully transferred.

If you encounter any difficulties when transferring the CloudPlay service, please contact EZVIZ by sending an email to rma.glb@ezviz.com.

If you are unable to cancel the CloudPlay subscription on your own by going to the camera Settings > Cloud Storage > Subscription Management > Cancel Subscription on the EZVIZ APP, in order to provide the cancellation service, we would like to ask you to provide the following information by contacting EZVIZ at rma.glb@ezviz.com:

- The 9-digit SN of your EZVIZ camera

- The email address you used to subscribe to cloud storage or receive the CloudPlay receipt

- A screenshot of the subscription confirmation email

- Apply reason

Also, please note that when canceling the subscription:

1. There are no refund/pro-rated dates.

2. The recording plan will expire at the end of the subscription period.

If you are enjoying the 7-day free trial, please note that the free trial cannot be canceled after activation. However, if you disable the recording button in Camera Settings > CloudPlay > tap the three-dot-like icon in the upper right corner > disable "Recording Setting", the CloudPlay will no longer record.

If you are enjoying the 30-day free trial and if you would like to end your free trial right away, please follow the steps below:

Step 1: Enter the "Device Settings" page and tap "CloudPlay".

Step 2: Tap the three-dot icon at the top right corner.

Step 3: Tap "My plan".

Step 4: Tap "End" of the Free trial.

Step 5: Confirm if you want to end the free trial by clicking on the "Continue" button.

Step 6: Confirm if you want to end the free trial by tapping the "OK" button.

Step 7: Payment for the next plan is being processed. Your new plan would take effect right away after the payment is successful.

If you want to add another camera(s) to your Home Plan, please follow the steps below:

1. From the Home screen, tap the three-dot icon next to the camera name to enter the "Device Setup/Settings" page.

2. Tap and enter "CloudPlay". 

3. Tap "Camera(s) in Home Plan 1/4". 

4. Select the new device you want to add to your Home Plan and tap the "+" button. 

5. When successfully added, the "+" button will change to a "√" mark and the status will change to "Added".