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

  • Post a Public Question
  • Email Us
  • You can use our Live Chat facility on our main website, and leave a message if we are not available.

    You can email us by clicking here.

    If you would like to call us our contact numbers are:
    UK +44 (0)20 8334 7373 Option 1
    US +1 727 474 1068

    If we are not able to answer your call please leave your name, contact number and a brief message. We will call you back as soon as we can.

    Opening Times
    Monday - Friday 9am-5pm

    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.

    Team Viewer
    For remote support we use Team Viewer QS 9
    PC Mac
seconds ago
a minute ago
minutes ago
an hour ago
hours ago
a day ago
days ago
Invalid characters found