# Frequently Asked Questions

Find answers to common questions about Night Owl Protect.

## Account & Login

### How do I reset my password?

1. On the login screen, tap **Forgot Password**
2. Enter your registered email
3. Check your inbox for reset link
4. Click link and create new password

### Can I use the same account on multiple devices?

Yes! Your Night Owl Protect account works on unlimited devices:
- Multiple smartphones
- Tablets
- Desktop computers
- Web browser

All devices sync automatically.

### How do I enable 2-Step Verification?

1. Go to **Settings** → **Account** → **Security**
2. Tap **2-Step Verification**
3. Choose method (Authenticator app recommended)
4. Complete verification setup

## Cameras & Devices

### Why is my camera offline?

Common causes:
- **Power issue** - Check if camera is receiving power
- **Network problem** - Verify WiFi or Ethernet connection
- **Distance** - Camera may be too far from router
- **Interference** - Other devices causing interference

Try restarting the camera and router.

### How many cameras can I add?

| Product | Maximum Cameras |
|---------|-----------------|
| App (standalone cameras) | Unlimited |
| 8-channel NVR | 8 cameras |
| 16-channel NVR | 16 cameras |
| 32-channel NVR | 32 cameras |

### Do cameras work without internet?

- **Local recording**: Yes, NVR/DVR records locally
- **Remote viewing**: No, requires internet
- **Alerts**: No, requires internet connection

### Can I use third-party cameras?

Night Owl Protect is designed for Night Owl products only. Third-party cameras are not supported through the app.

## Video & Recording

### How long are recordings kept?

| Storage Type | Retention |
|--------------|-----------|
| Free cloud | 7 days |
| Cloud Plus | 30 days |
| Cloud Pro | 60 days |
| Local (NVR) | Depends on HDD size |

### Why is video quality poor?

- Check your internet speed (minimum 5 Mbps for 1080p)
- Try switching between WiFi and mobile data
- Lower video quality in settings
- Check camera lens for dirt or obstruction

### Can I download recordings?

Yes! From the Recordings screen:
1. Find the clip you want
2. Tap the download icon
3. Choose quality (Original/Compressed)
4. Clip saves to your device

## Alerts & Notifications

### Why am I getting too many alerts?

Reduce false alerts by:
- Adjusting motion sensitivity
- Setting up detection zones
- Enabling human-only detection
- Excluding high-traffic areas

### Why am I not receiving alerts?

Check:
1. Notifications enabled in app settings
2. Phone's system notifications allowed
3. Camera has detection enabled
4. Quiet hours not active
5. App not in Low Power mode

### Can I get alerts for specific cameras only?

Yes! Go to each camera's settings and toggle alerts on/off individually.

## Subscription & Billing

### Is Night Owl Protect free?

The basic app is free with:
- Live viewing
- Local playback (with NVR)
- Basic alerts
- 7-day cloud history

Premium features require subscription.

### How do I cancel my subscription?

**iOS:**
1. Open Settings → Apple ID
2. Subscriptions
3. Select Night Owl Protect
4. Cancel Subscription

**Android:**
1. Open Google Play Store
2. Menu → Subscriptions
3. Select Night Owl Protect
4. Cancel

### Will I lose recordings if I cancel?

- Cloud recordings expire after your subscription ends
- Download important clips before canceling
- Local NVR recordings are unaffected

## Privacy & Security

### Is my video secure?

Yes! We protect your data with:
- End-to-end encryption
- AES-256 encryption for stored video
- 2-Step Verification option
- Secure P2P connections
- No third-party data sharing

### Can Night Owl employees view my cameras?

No. Your video is encrypted and accessible only by you and people you share access with.

### How do I delete my account and data?

1. Go to **Settings** → **Account** → **Delete Account**
2. Confirm with your password
3. All data is permanently deleted within 30 days

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**Still have questions?** Visit [Troubleshooting](troubleshooting.md) or [Contact Us](contact.md).