Support Center

Camera ID is already registered or not recognised

Last Updated: Aug 11, 2015 03:41PM BST

When a camera is purchased second-hand or as a return, the previous user may not have deleted or closed their account properly, so that camera is still registered to them. If this is the case, please contact the previous owner of the camera and ask them to deactivate the camera from their account as per the following support article:

Alternatively, your Camera ID may not be recognised if you are not using a HomeMonitor camera. Please check that your camera is branded as HomeMonitor, as oppose to being an IP camera.

Examples of HomeMonitor cameras are:

HomeMonitor Indoor - YCHMI01
HomeMonitor Outdoor - YCHME01
HomeMonitor HD - HMHDI05
HomeMonitor HD Pro - HMHDE05

Any camera not in this list is not a HomeMonitor-compatible camera.

If you are unable to contact the previous owner of the camera, please contact us here:

Contact Us

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  • Welcome to the Y-cam Support Centre. Search for the information you need in our help topics and guides, or email us for private support.

    What information should I include?

    If submitting an issue about an existing HomeMonitor account, please include relevant information to your problem, such as:

    Your Account Name
    Camera ID
    How camera is connected
    Router make/model
    Device you are using to access

    If you don't know this information, don't worry, our team will help you find the information you need to get up and running.

    Can I speak to someone?

    We initially deal with all support enquiries through email so the best person possible can help you as quickly as possible. Most issues can and are resolved by email, and much quicker than by phone. If a phone call is required, we will arrange a set time to phone you back so we can get you up and running. Contact us now.

    Opening Times

    Monday - Friday 9am-5pm GMT

    (Rest of World)
    For customers living outside of the UK, we will respond to your query as soon as possible. If telephone support is required, we will contact you at a time that's convenient for you.
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