When the alarm is switched on or off, you will receive a voice notification on your smartphone, like this one:

• Alarm system activated (On turning on)
• Alarm system deactivated (On turning off)
• Event on alarm system (On burglary notification)

You may no longer receive voice notifications.
This may be caused by a phone update, newly installed apps or sound settings you have changed yourself.

In most cases, uninstall the Hik-Connect app from your phone and install it again will fix this issue.
After uninstalling, go to the Playstore or Appstore and download the Hik Connect for End User app again.

Log in to your existing account with your email address (envelope icon) and your password.

If you still don’t receive sound notifications on your phone after this, there is only 1 thing to do. Reset the phone to factory settings and reinstall everything.

Changing batteries for the indoor detectors, sirens and tagreader / keypads

1. On the bottom of the detector or siren you see a small screw. 
2. Screw this loose, when it is loose you can take the detector, the siren cover or the tagreader / keypad from the bracket.
3. Then you see the batteries and you can change them.
Type CR123A for the detectors and sirens / Type AA for the tagreader / keypad
4. You can buy this batteries in the Carrefour or online. 
5. Put the detector, siren cover or tagreader / keypad back on the bracket and fix the small screw.

Changing batteries for the curtain outdoor detector, 360-degree ceiling detector and magnet contacts

1. Use a small flat screwdriver to open the detector as shown in the video below.
There is a small V groove where you insert the screwdriver.
This applies to the curtain sensors, 360-degree ceiling detectors as well as the magnet contacts.

2. Change the batteries (battery type CR123A) and close the detector.

Changing batteries for the OPTEX curtain outdoor detector

1. Use a small flathead screwdriver to open the detector.

Press the button below to watch the video

2. Change the batteries (battery type CR123A) and close the detector.

Changing batteries for the 90 degrees outdoor detector

Watch the video below to see how to remove the detector from the wall.
Once you have removed the outdoor detector from the wall, you will see a module on the inside of the front cover that is attached with 2 screws and a wire. Disconnect the wire, unscrew the 2 screws and slide this module out of the front cover.
Unscrew the module and you can change the batteries.

Opening the keyfob

Use a small flathead screwdriver to carefully open the remote control. 📺 Watch the instruction video to see how this is done safely and correctly. The video also shows how to reset a remote control, but this is not necessary at first.

Once the remote is open, you can change the battery.

1. Remove remote control from the app1

1. Open the Hik-Connect app.
2. Go to the second screen by pressing the Hub image under the green/red bar.
3. In the second screen, you will see the tab, choose ‘Device’.
   Press it.
4. Press it the remote control no longer works.
5. Press the wheel icon at the top right of the screen.
6. Swipe down the screen and press delete device.
7. The remote is now out of the system.

2. Open and format remote control

1. Use a small flathead screwdriver to carefully open the remote control. 📺 Watch the instruction video under this text to see how this is done safely and correctly.
2. Once the remote control is open, you can take out the battery.
3. Press the power button (top left) and the bottom right button at the same time.
4. Hold these buttons down and slide the battery into the remote control at the same time. The video shows how to do this.
5. Keep the 2 buttons pressed continuously until the red light blinks several times.
6. After the red light blinks, the remote control is formatted.

If you are going to change batteries of detectors / sirens you should first check that the tamper alarm is off. If this is activated, the siren will go off as soon as you open the detector / siren. In this video, we explain where to find this setting in the Hik Connect app.

Watch the video (by pressing the black button) :
The video is in Dutch, just follow the steps from what you see. 

It can happen that an outdoor sensor will give a notification in case of very hard rain, this is the antimask protection. You can turn this off in a detector’s settings.
If the alarm is on and someone were to cover a detector with something you will get a notification of this without antimask being on. The antimask option is ensures that a notification comes in even if someone covers a detector when the alarm is off.

Below you can read how to enable or disable antimask:

1. Open the Hik connect App.
2. Turn off the alarm if it is on.
3. Then press the image of the Hub under the green bar.
   
   
4. You will now open the 2nd screen in the app, here you will see 3 tabs. Press the ‘Devices’ tab.
5. Here you will see the list of all devices in your alarm system.
6. Press the detector you want to turn on or off antimask from.
7. Then press the cog icon at the top right of your screen to go to the detector’s settings.
8. Then tick Anti-Masking On or Off

If you choose to stop using a SIM card for your alarm system, we will deactivate it. After deactivating the SIM card, you may receive an error message due to mobile network control. In the settings you need to disable this, we explain how to do this in this video.

Watch the video (by pressing the black button) :
The video is in Dutch, just follow the steps from what you see. 

When your SIM card is offline, the alarm system indicates that no mobile 2G / 3G / 4G connection is active.

There can be 2 reasons for this.
1. The annual SIM card payment has been declined by your bank or yourself.
If this declined payment arrives in our system, the SIM card will be deactivated and we will contact you by e-mail.
2. The SIM card has no coverage.
Below you can read what to do when your SIM card has no reception.

1. Open the Hik connect App.
2. Turn off the alarm if it is on.
3. Then press the 3 dots at the top right of your screen under the green bar and select settings.
   
   
4. Then press maintenance, a submenu unfolds, choose device reboot and select ok.
5. Wait a few minutes for the system to come back online.
6. Go back to the first screen (the screen when you open the app).
7. Then press the image of the Hub under the green bar.
   You will now open the 2nd screen in the app, here you will see 3 tabs.
8. Press the ‘Status’ tab.
9. Here you can now see the status of the SIM card, at ‘Network signal strength for mobile data’ you will see the range.
10. If the range is not sufficient, check that the Hub is upright and not lying flat. This is better for the range of the SIM card.
11. If the Hub is upright and the range is still not sufficient, move the Hub to another place in the house. Close to a window and higher ensures that the range will go up.

We recommend adjusting the sensitivity of a detector only on the advice of our customer service.
Our installers adjust the detectors to the sensitivity they think will work best. Should our customer service advise you to adjust the sensitivity of a sensor, you can read below how to do this.

1. Open the Hik connect App.
2. Turn off the alarm if it is on.
3. Then press the image of the Hub under the green bar.
   
   

4. You will now open the 2nd screen in the app, here you will see 3 tabs.

5. Press the ‘Devices’ tab.
   Here you will see the list of all devices in your alarm system.

6. Press the detector you want to adjust the sensitivity of.

7. Then press the cog icon at the top right of your screen to go to the settings of this detector.

8. Here you will see the ‘Sensitivity’ option. Automatic is the most sensitive setting, should it be on a different setting and it needs to be more sensitive then set it to this. If the setting is on automatic and the sensor needs to be set less sensitive then choose ‘low’ or ‘animal-friendly’. The choice depends on the type of detector.

9. Should the detector be on low sensitivity and it still needs to be set slightly less sensitive, choose to turn on ‘Double Knock’. If you turn this on then an additional option ‘Time interval double knock’ will appear The detector now needs to see 2 movements before it triggers an alarm. The time indicates in how much time the detector must see 2 movements. A usual time is 15 seconds.

Hub Offline

When the Hub is offline, there are several reasons this could be caused by. Therefore, always check for the following points:

1. Is there power present in the house? If there is a power failure then the alarm will still work for +/- 10 hours on the spare battery in the Hub. After this, the Hub will no longer work and the system will go Offline.

2. When the Hub is connected to the router with an Ethernet cable and the internet connection drops then the Hub will go Offline. The alarm will continue to work but you will no longer receive notifications, and the alarm system can only be controlled with a keyfob, tag reader or keypad.

3. In Spain, it happens sporadically that an ISP changes the IP address. When this is the case, the Hub may not immediately accept this for security reasons. The alarm will continue to work but the Hub will go offline.

The owner will have to unscrew the Hub to switch it off for 10 seconds. After turning it on again, the Hub will get a new IP address.

If the alarm system is installed in a 2nd home in Spain then a Keyholder can do this, but actually we recommend putting a SIM card in the Hub as a backup.

Should the above happen, the connection will still be maintained via the SIM card, and the Hub can be rebooted remotely so that the new IP address is active.

Ordering a SIM card for a permanent connection to the Cloud can be done through us.

1. Open the Hik connect App.
2. Turn off the alarm if it is on.
3. Then press the 3 dots at the top right of your screen under the green bar and select settings.
   
   
4. Then press maintenance, a submenu unfolds, choose device reboot and select ok.
5. Wait a few minutes for the system to come back online.

If you have Eufy cameras linked to a Homebase and they are offline,
then the cameras have lost connection due a power failure/voltage surge.

Read below how to solve this:

Step 1: Check the homebase in your home and see if the light is blue or red.

– Blue: Wait a few hours to see if the cameras come back online.
If the cameras are still offline after a few hours, read on to step 2 on how to solve it.

– Red: If the homebase has a red light then it has no internet connection. Connect the homebase to the router with an Ethernet cable (internet cable). Wait a few hours to see if the cameras come online.
If the cameras are still offline after a few hours, read on to step 2 on how to solve it.

Step 2: Remove cameras from the system

– In the app, go to a camera’s settings. In the first screen, press the 3 dots on a camera image and press the cog icon to go to the settings. We also explain this in Eufy’s instructional video at the top of this page.

Next, swipe down and choose delete device.
Repeat this step for all cameras.

Step 3: Reconnect cameras

Once all cameras have been removed from the app, you can re-pair them.
On YouTube, there is a video that explains this very clearly. You can fast forward to 6 minutes and 6 seconds, from there it explains step by step how to re-pair a camera.

Repeat this for other cameras if you have more than one (if you have the Eufycam2 model, choose this when signing up).

Step 4: Reset cameras

Resetting the cameras is easy to do yourself, in Eufy’s instructional video we show where and how to adjust the settings.
Click here to watch the video.

If you don’t manage to set the cameras properly, we can do it remotely.

To do that, we need the details below.
– Email address of the EUFY account.
– Password of the EUFY account.

You need to send these details to us by email (i.e. not via WhatsApp).

It is important that 2-factor authentication is off, if this is on we unfortunately cannot help.

You can turn this off using the instruction below:
1. Open the EUFY app.
2. Press the menu item at the top left of the screen (icon with 3 white lines).
3. Press ‘control centre’.
4. Press Two-factor authentication to turn it off.

Is a camera offline even though you have good wifi at the camera’s position?
Wait a few hours if the camera comes back online by itself, if not, it is best to re-pair the camera.

Have you long-pressed the sync button to reset the camera hoping it will come back online
Unfortunately that won’t work, by long-pressing the sync button you reset the camera.

Below we explain how to re-pair the camera.

1. Open the Eufy Security app.
2. Go to the camera’s settings:
   – Press the three dots in the camera image.
   – Click on the gear icon to go to settings.
3. Swipe down and select ‘Delete device’.
4. Then go back to the home screen of the Eufy Security app.
5. Press the + sign at the top right of the screen and choose ‘Add device’.
6. Choose ‘battery camera’.
7. Select the model:
   – camera without solar panel, Solocam E20 / E40 or C210 (new model)
   – camera with small solar panel (compact), Solocam S220
   – camera with solar panel and spotlight, Solocam S230
   – camera with separate solar panel 360 degrees rotatable, Solocam S340
8. Follow the instructions in the app to re-pair the camera.
9. After the camera is added you can set the settings correctly, if you cannot do this yourself we can do it remotely.

In the video below, you can also see how to link the camera to your account.

Remote assistance – Data required

To remotely restore your cameras, we need the following data:
✅ Your e-mail address with which the Eufy account is registered.
✅ Your password of the Eufy account.

Important:

Only send this data by e-mail (not via WhatsApp).
Two-factor authentication (2FA) must be disabled, otherwise we cannot gain access.
How do you disable Two-Factor-Authentication (2FA)?
1. Open the Eufy Security app.
2. Press the menu icon (three dashes in the top left).
3. Go to ‘Control Centre’.
4. Click on ‘Two-factor authentication’ and disable it.

After performing these steps, we can remotely set the settings of your cameras properly.