Migration Guide: SAFE by Swann App to Swann Security App · For more information, see "2.3 Get the Swann Security App" on page 6. 11. While using the Swann Security app, you can access

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Migration GuideSAFE by Swann App to Swann Security App

For Android and iOS

2Table of Contents

Table of Contents

1 Introduction 3

2 Preparing for Migration 4

2.1 Save Event Recordings 4

2.2 Cancel ExtraSafe Plan Subscription 5

2.3 Get the Swann Security App 6

3 Migrating to Swann Security 7

4 Post-migration FAQs 10

5 Technical Support 11

3Introduction

1 IntroductionTo continue providing the best features and services while building the most secure app for our users, the Swann Security app will be the new home of your SAFE by Swann cameras from June 1, 2020. All SAFE by Swann camera models will be affected by this app change:• SWWHD-INTCAM Swann Smart Security Camera • SWWHD-INDCAM Swann Wi-Fi Indoor Camera • SWWHD-OUTCAM Swann Wi-Fi Outdoor Camera• SWWHD-FLOCAM Swann Wi-Fi Floodlight Camera

The Swann Security app

The new Swann Security app gives you the benefits of improved mobile experience and extra free cloud storage days as well as the ability to expand, manage, and control all of your connected Swann Security devices, including CCTV systems, Wi-Fi cameras and video doorbells, under one ecosystem. Visit www.swann.com/safe-by-swann-upgrade to find out more.

What happens to my SAFE by Swann cameras?

As we transition to Swann Security, the SAFE by Swann app will stop working in July, 2020. To continue using your cameras you need to upgrade to the Swann Security app. This guide is intended to take you through the necessary steps to migrate your cameras seamlessly from the SAFE by Swann app to the Swann Security app.

4Preparing for Migration

2 Preparing for Migration2.1 Save Event RecordingsWhen migrating cameras to the Swann Security app, all existing event recordings stored on the internal memory of the camera will be deleted. It is essential that you save any recordings that you want to keep to your phone before starting migration. After cameras have been migrated to the Swann Security app, you will only be able to use the SAFE by Swann app to access old camera recordings stored in the cloud which haven't expired.

To save event recordings to your phone via the SAFE by Swann app:

1. Go to the Activity screen (for recordings stored in the cloud) or go to My Cameras > Settings > Camera tab > View Camera Backup (for recordings stored locally)

2. Select the date and then tap the event to start playback.

3. Tap the Download button in the video playback control panel. A confirmation message will pop up once the clip is downloaded successfully.

4. Repeat steps 2 - 3 for any other camera event clips that you wish to save.

5. You can view downloaded video clips on your phone’s Gallery or Photos app.

5Preparing for Migration

2.2 Cancel ExtraSafe Plan SubscriptionIf you are currently subscribed to the SAFE by Swann ExtraSafe cloud storage plan for any camera, you will need to cancel the subscription to avoid further charges. After the migration to a Swann Security account, you will be able to purchase new subscriptions for your migrated cameras from: subscriptions.swannsecurity.com.

To cancel the ExtraSafe cloud storage plan subscription:

1. Visit account.safe-by-swann.com and log into your SAFE by Swann account, or From the SAFE by Swann app, go to My Cameras > Subscription and tap the Update Subscription Plan button. Your SAFE by Swann account page opens in the web browser to enable you to manage your camera's cloud storage plan.

2. Tap the camera's subscription menu icon (3 dots) and then tap Change Plan.

3. From the Monthly tab, choose the free "SAFE by Swann Standard" plan and then tap the Change Plan button.

4. After changing to the free plan, your existing subscription to the "SAFE by Swann ExtraSafe" plan will be cancelled at the end of the current billing cycle and your credit card won't be charged again.

6Preparing for Migration

2.3 Get the Swann Security AppDownload and install the latest version of the Swann Security app from the Apple App Store® or Google Play™ Store on your iOS or Android phone. Simply search for "Swann Security".

As part of the process of moving from the SAFE by Swann app to the Swann Security app, the migration system will set up a new Swann Security account for you using your SAFE by Swann account credentials. After migration is complete, you can view and manage cameras by signing into the Swann Security app with the same email address and password you had previously used for the SAFE by Swann app.

→ Already have an existing Swann Security account using the same SAFE by Swann account email address prior to migration?

• If your existing Swann Security does not currently have any devices (e.g., CCTV system, Wi-Fi cameras) associated with it, the migration system will remove the account and create a new Swann Security account using your SAFE by Swann account credentials. You will sign into the Swann Security app using your SAFE by Swann account email address and password.

• If your existing Swann Security account has devices (e.g., CCTV system, Wi-Fi cameras) associated with it, the migration system will transfer your SAFE by Swann cameras to your existing Swann Security account. There will be no changes made to your existing Swann Security account credentials. You can continue to sign into the Swann Security app using your existing Swann Security account email address and password.

7Migrating to Swann Security

3 Migrating to Swann Security

IMPORTANTBefore you start the migration process, ensure you have performed the tasks described in the previous sections:

• "2.1 Save Event Recordings" on page 4

• "2.2 Cancel ExtraSafe Plan Subscription" on page 5

• "2.3 Get the Swann Security App" on page 6

To migrate your SAFE by Swann cameras to Swann Security, perform the following steps:

1. Visit migration.swannsecurity.com.2. (Optional) To display the migration portal in a different language, tap the country

icon at the top right of the screen and select your country.3. Enter your SAFE by Swann account email address and password, select the

checkbox to agree to Swann migrating your account, then tap the LOGIN button.

→ If you can't remember your password, tap Forgot Password on the Sign In screen (you may need to sign out first) of the SAFE by Swann app and submit the email address registered to your SAFE by Swann account. You'll shortly receive an email with instructions on how to reset your SAFE by Swann account password.

8Migrating to Swann Security

4. Once logged in, you will see an overview of the cameras associated with your SAFE by Swann account.

7. The migration process can take up to 10 minutes. Do not unplug the power supply from the camera (for powered model) during the migration.

8. Repeat step 6 for any other camera that is "Ready" to start migration. Migration of cameras can be performed in parallel.

5. If the camera's Migration Status is showing "Not Ready", this could mean one of the following:

• (SWWHD-INTCAM only) The current battery level is too low to start migration. The camera's battery level must be at least 65%. Plug the camera into the USB power charger and recharge it. While charging, open the SAFE by Swann app periodically to check and update the battery level (My Cameras > Select camera > About). Charging time varies, depending on the camera's battery level state.

• The camera is in an Offline state. This could be caused by a temporary issue with the camera's Wi-Fi/internet connection. Check your home Wi-Fi network and try live streaming the camera in the SAFE by Swann app.

Once you've resolved the issue (low battery/offline), the Start Migration button will appear for the camera.

→ Tap the refresh button to manually refresh the list and migration status of your cameras. By default, the camera list is set to refresh automatically every 5 minutes (1 and 15 minute options are also available).

6. Tap the camera's Start Migration button to start the migration process. The camera's Migration Status changes to "In Progress".

9Migrating to Swann Security

9. Once the migration is finished, the camera's Migration Status changes to "Success". The camera status also appears as Offline to reflect its current status in the SAFE by Swann app (i.e., the camera no longer works in the app).

10. Open the Swann Security app and sign into your Swann Security account to view your migrated cameras. Your sign-in experience differs, depending on whether this is your first time using Swann Security or have an existing Swann Security account registered with the same email address as your SAFE by Swann account. For more information, see "2.3 Get the Swann Security App" on page 6.

11. While using the Swann Security app, you can access the Swann Security app manual (tap the app menu icon in the top left corner then tap User Manual) at any time to learn more about using the app to view live video, playback recorded clips as well as configure various camera settings including camera name, timezone, and motion detection sensitivity.

A. If this is your first time using Swann Security, simply sign in with your SAFE by Swann account email address and password

B. If you are an existing Swann Security user and the account is registered with the same email address as SAFE by Swann, simply sign in with your existing Swann Security account credentials

SAFE by Swann email addressSwann Security (SAFE by Swann) email address

SAFE by Swann password Swann Security password

10Post-migration FAQs

4 Post-migration FAQsCan I uninstall the SAFE by Swann app from my phone after I have migrated all my cameras to the Swann Security app?

Your cameras will stop working in the SAFE by Swann app immediately after migration. You can, however, still continue to download old camera recordings from the cloud storage (Activity screen) to your phone, if they have not expired yet. Once all the clips you want to keep have been downloaded, you can uninstall the SAFE by Swann app.

Where do I purchase a subscription for additional cloud storage days?

You can purchase a new Swann Security cloud storage subscription plan for a single camera or multiple cameras from subscriptions.swannsecurity.com

I have forgotten my Swann Security account password. How do I reset it?

Tap the “Forgot Password” link on the Sign In screen of the Swann Security app and submit your registered email address. You'll shortly receive an email with instructions on how to reset your account password.

Can I access my cameras with another phone?

Yes. Just install the Swann Security app on your other phone and sign in using the same Swann Security account credentials. For privacy, make sure to sign out of the app on any secondary devices before switching back to your primary phone.

I'm moving locations and need to pair my camera to a different Wi-Fi network. Where can I find the camera's QR code to scan in the Swann Security app?

After initiating the migration process on the camera, you should receive an email containing the QR code of the camera as a reference for future use. Check your inbox for an email from Swann Security with the subject "Important - Save this QR Code for your camera". If you can't find the email, try checking the Junk/Spam folder.

Alternatively, you can also pair your camera using the MAC ID. Tap the Manual Pair button on the QR code screen in the Swann Security app, select the camera model from the product menu, and then type in the camera's MAC ID (consists of 12 alphanumeric characters without colons). The camera's MAC ID is generally found on the back, bottom or base of the camera. If the camera is currently paired, you can also find the MAC ID in the app (Camera Settings > Technical Details).

11Technical Support

5 Technical SupportIf you encounter any issues during the migration process, we’re here to assist you!

Contact our Technical Support team via: support.swann.com/s/contactsupport You can also email us at: [email protected]

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