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 β†’ Account β†’ 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 β†’ Apple ID

  2. Subscriptions

  3. Select Night Owl Protect

  4. Cancel Subscription

Android:

  1. Open Google Play Store

  2. Menu β†’ 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 β†’ Account β†’ Delete Account

  2. Confirm with your password

  3. All data is permanently deleted within 30 days

Still have questions? Visit Troubleshooting or Contact Us.