Cloud Library no showing on phone

[mamatracy2004_534297722384587]

Suddenly I cannot access my cloud library on my smartphone. It was there yesterday and now it's gone, yet I can still see it on my PC. What happened?

[dioclervaux_692411932307595]

@mamatracy2004_534297722384587
Idem, Fist Access by phone just now, wants me to buy a new Cloud Plan (non of it free) while a couple of hours ago I accessed on PC without Problem.

[joseph_1979]

@dioclervaux_692411932307595 There is a free plan for 1 camera which has to be renewed occasionally. But there are other methods to store the videos such as NVR and FTP servers.

[dioclervaux_692411932307595]

@joseph_1979
Thanks, i have that free plan for one Camera, but does not recognize me accessing from the phone.

[Rhonda Bitler_288557565010077]

@dioclervaux_692411932307595 I have the same issue and have purchased a plan for 5 cameras with. cloud storage

[dioclervaux_692411932307595]

@dioclervaux_692411932307595
I subscribd again 2 days ago. I accessed my account now and that subscription is not only not recognized but a new free one is not offered.
Thanks for your help

[Reolink Lorenz]

@mamatracy2004_534297722384587 @dioclervaux_692411932307595 @Rhonda-Bitler_288557565010077 To all who have encountered issue with cloud library on the app, make sure that you have login the app with your cloud account.

If you still cannot access the cloud library, contact support directly.
https://support.reolink.com/hc/en-us/requests/new/

[scallus13_695699536990316]

@mamatracy2004_534297722384587 did you manage to solve the problem please? I have the same issue. Thanks

[Reolink Lorenz]

@scallus13_695699536990316 Check if you have logged in to the APP with your Reolink account. Here is how to log in: https://support.reolink.com/hc/en-us/articles/16240477519001-How-to-Log-in-to-Log-out-Reolink-Account-via-Reolink-App/

[tricia dabrowski_458328200233118]

This is crazy. I've been trying to connect my cameras to the cloud for 2 days. I resubscribed to a free account 2 weeks ago, but was told my account expired this week. I resubscribed again, but found my camera was no longer connected to the cloud. When I could not add a device I reinstalled the app and the cloud option no longer appears (the smart home option remains). I'm about to return a whole lot of product for credit if I don't get an answer.

[Reolink Lorenz]

@tricia-dabrowski_458328200233118 Hello Tricia, to get the cloud option shown in the app, you will need to log into the app with your Reolink cloud account first. Here is a detailed guide for your reference: https://support.reolink.com/hc/en-us/articles/16240477519001-How-to-Log-in-to-Log-out-Reolink-Account-via-Reolink-App/

Let me know if you have any questions or need any help.