Below are some common FAQs and concerns of our clients before purchasing and using our products. If you have any additional inquiries, please visit our Troubleshooting page or reach out to us through our Contact Us Page. We are here to offer professional support and enhance your experience.
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- Technical - POE Camera
- Technical - iCsee WiFi Camera
- Technical - Techage 4G Camera
- Technical - Others
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Shipping
Q: “Where do you ship from?”
We are based in Shenzhen, China, and we also have warehouses in the EU, Russia, and China. If your address is eligible for shipping from our overseas warehouses and the product you purchased is in stock there, we will dispatch it from the EU/US warehouse. Otherwise, we will ship it from our warehouse in China.
Q: “ Is shipping free?”
We offer free shipping to the United States and European Union countries. If you are located in another country, please fill in your address on the checkout page to check the shipping cost.
Q: “How long for the shipping times”
Shipment preparation time: 24 hours
Estimated delivery:
- Fast delivery (FedEx, UPS, and DHL): 3 - 10 working days
- Free shipping (post air parcel): 5 - 20 working days
Q: “Do I need to pay taxes for my parcel?”
1. Orders from our China warehouse do not include tax coverage. We usually try to declare a lower value to minimize your tax burden, but please be aware that this carries some risk. Feel free to contact us, especially if you have chosen fast shipping or if your order amount is significant.
2. If you are located in an EU country and we have stock available in our EU warehouse, you will not need to pay any taxes.
2. If you are located in an EU country and we have stock available in our EU warehouse, you will not need to pay any taxes.
Q: “What is remote fee? Why i receive email to pay remote fee? ?”
The remote fee is charged by shipping companies (such as DHL, FedEx, or UPS) when your city and postcode are classified as remote areas within their systems. This fee is not charged by us, the seller. Typically, the remote fee ranges from $30 to $60, depending on the weight of the parcel.
Q: “ How can I track my parcel shipment?”
Techage collaborates with various international shipping services to cater to different needs. Usually, an email containing the tracking number and a tracking link will be automatically sent to the email address you provided during checkout. You can also track your parcel using the following link: TRACK
Technical - POE Camera
Q: “Why can't I successfully search for PoE cameras when the indicator on the PoE port is on?”
- Switch to another PoE port and try again.
- Download the Device Manager tool, open it, and click on "IP Search". If you still can't search for the IP successfully, proceed to the next step.
- Power on your camera using a 12V adapter, connect the camera to the internet, then click on "IP Search" again and provide the support team with the result.
Q: “Why isn't my PoE camera working?”
- Please test your camera by following these steps:
- Try using a different network cable.
- Attempt to connect the camera to another PoE port.
- Exchange tests with other functioning cameras.
- Power on the camera using a 12V 1A power adapter.
Q: “How to upgrade my POE NVR?”
Firstly, please kindly check if online upgrade is available on your NVR's upgrade menu. If not, please provide us with your version information for further assistance. For more details, please refer to this guide.
Q: “How to reset the password for POE NVR?”
Right-click the screen - Main Menu - System - Account - Modify Pwd.
Q: “What to do when you forget your password for POE NVR?”
Please go to the login page, click "Forgot password." It will provide you with a verification code. Open the Xmeye Pro app and scan this code to obtain a safe code. Enter the safe code on the login page to reset your password. The default password is blank. For more details, please refer to this guide.
Q: “How to reset the password for POE IP Camera?”
1. Connect the power to the camera and connect it to the same router using an Ethernet cable.
2. Download the ICSee app and add the device.
3. Click "Retrieve Password" and get the verification code to reset the password. For more details, please refer to this guide.
2. Download the ICSee app and add the device.
3. Click "Retrieve Password" and get the verification code to reset the password. For more details, please refer to this guide.
Q: “How to set the daemon position for PTZ POE/WiFi camera?”
1. Firstly, ensure that your cameras support the auto-tracking function.
2. If you have connected the camera to our Techage POE NVR, go to IPC Parameter > Advance, and click "Set Daemon Position."
3. If it is a WiFi PTZ camera, download the ICSee app to connect and follow the video instructions we provide. For more details, please refer to this guide.
2. If you have connected the camera to our Techage POE NVR, go to IPC Parameter > Advance, and click "Set Daemon Position."
3. If it is a WiFi PTZ camera, download the ICSee app to connect and follow the video instructions we provide. For more details, please refer to this guide.
Q: “How to turn on the alarm sound for Techage PoE system?”
Please watch this video to guide you: Video Link.
Technical - iCsee WiFi Camera
Q: “ How can I reset the password for my WiFi camera?”
- Locate the reset button near the SD Card Slot or RJ45 LAN cable.
- Press and hold the reset button for approximately 10 seconds.
- Ensure that you hear the reset configuration sound, which indicates that all settings and passwords have been restored.
- The default username is "admin" and the password is blank.
Q: “ How to share a WiFi camera on the ICSee app?”
You can follow the steps in this instructional video: Video Link
Q: “ How to reset the password for Vicohome battery camera?”
Currently, there are two ways to support password resetting.
If you remember the current password, please click your account name in the "User" Section. Please follow the instructions on the page to reset your password under "Account Settings/Change Password".
If you have forgotten your current password, please click "Forgot your password?", then you need to enter the email of your account to accept the verification code. After entering the correct verification code, you can reset your password.
If you remember the current password, please click your account name in the "User" Section. Please follow the instructions on the page to reset your password under "Account Settings/Change Password".
If you have forgotten your current password, please click "Forgot your password?", then you need to enter the email of your account to accept the verification code. After entering the correct verification code, you can reset your password.
Technical - Techage 4G Camera
Q: “ What app should i used for Techage 4G Camera?”
Please kindly download "Yoosee" in app store or google store.
Q: “ How to view 4G camera on PC??”
You can download the yooosee PC software on our download center.
Q: “ How to connect 4G Camera?”
Power-on and Reset Guide:
Ensure the camera's power supply is connected.
If there is no startup sound: Press and hold the reset button for more than 5 seconds, and wait to hear a "beep" or see the prompt "Reset Successful".
Steps to Add Camera via App:
Open the "Yooosee App" and tap the "+" symbol on the interface.
Scan the QR code on the camera to add it.
Wi-Fi Binding Process:
Enter your home Wi-Fi network password in the App, tap to connect to the device's hotspot, and wait for the network configuration process to complete.
If the hotspot cannot be found, please manually connect to the hotspot starting with "GW".
Follow the prompts in the App to complete subsequent operations.
Waiting for Network Configuration: After confirming that the device and network connection are correct, the App will start the automatic network configuration process.
Please be patient and wait until the camera successfully connects to the network.
Reminder:
If you encounter failure during the device addition process, please reset the camera first and ensure the reset is successful before attempting to add it again.
Ensure the camera's power supply is connected.
If there is no startup sound: Press and hold the reset button for more than 5 seconds, and wait to hear a "beep" or see the prompt "Reset Successful".
Steps to Add Camera via App:
Open the "Yooosee App" and tap the "+" symbol on the interface.
Scan the QR code on the camera to add it.
Wi-Fi Binding Process:
Enter your home Wi-Fi network password in the App, tap to connect to the device's hotspot, and wait for the network configuration process to complete.
If the hotspot cannot be found, please manually connect to the hotspot starting with "GW".
Follow the prompts in the App to complete subsequent operations.
Waiting for Network Configuration: After confirming that the device and network connection are correct, the App will start the automatic network configuration process.
Please be patient and wait until the camera successfully connects to the network.
Reminder:
If you encounter failure during the device addition process, please reset the camera first and ensure the reset is successful before attempting to add it again.
Q: “ What are the functional differences between a 4G camera and a WIFI camera?”
1.Connectivity: 4G cameras do not support wireless WIFI connections, while WIFI cameras do not support connecting to the internet via inserting a 4G data card.
2.Value-added Services: 4G cameras do not support cloud storage recording functionality, but data plans can be purchased through the APP.
3.Smart Guard Recording Methods: WIFI cameras offer free 8-second videos, cycling for 3 days. 4G cameras offer event-triggered photos, cycling for 7 days. (Note: 4G cameras have low power consumption for 8-second videos.)
2.Value-added Services: 4G cameras do not support cloud storage recording functionality, but data plans can be purchased through the APP.
3.Smart Guard Recording Methods: WIFI cameras offer free 8-second videos, cycling for 3 days. 4G cameras offer event-triggered photos, cycling for 7 days. (Note: 4G cameras have low power consumption for 8-second videos.)
Q: “ How to reset 4G Camera?”
The reset procedure for Techage 4G Cameras is as follows:
1.Wait for Power-up: After powering on, wait for 1 to 2 minutes.
2.Reset Operation: Press and hold the reset button for more than 5 seconds; if it's a reset hole, use a SIM eject tool or paperclip to poke into it and press and hold.
Success Prompt: Upon successful reset of the camera, a "beep" sound will be emitted or a prompt will appear saying "Reset Successful".
1.Wait for Power-up: After powering on, wait for 1 to 2 minutes.
2.Reset Operation: Press and hold the reset button for more than 5 seconds; if it's a reset hole, use a SIM eject tool or paperclip to poke into it and press and hold.
Success Prompt: Upon successful reset of the camera, a "beep" sound will be emitted or a prompt will appear saying "Reset Successful".
Q: “ What is the largest memory card for a 4G camera?”
Memory Card Capacity: Supports up to 32GB in fat32 format and up to 256GB in exfat format.
Q: “Do 4G security cameras need a SIM card?”
Techage provides a SIM card for 4G Security camera, and with the use of our provided SIM card, Techage offers a complimentary 7-day 8-second cloud storage service. If you use your own SIM card, you will receive a free 1-day 8-second cloud storage service instead.
Technical - Others
Q: “Can I upgrade my cameras or recorders?”
Please visit the product version page to check if there is an online upgrade available.
Q: “What should I do if I cannot connect to the camera successfully?”
1. Power on the camera, it will say "system's starting up," and start to configure.
2. If it does not work, connect the camera to the router and check whether the indicator is on or not. Then report the results to our support team.
Q: “Why do the cameras often show as offline with the message "NoConfig"?”
Randomly dropped:
1. Unplug the external network cable and check for any drop condition. If it appears normal, it might be caused by IP conflicts. Check for IP conflicts, change to a new IP address, and try again. If the issue persists, restart the NVR to see if it resolves the drop.
2. Upgrade the NVR and cameras to the latest version. Please provide the version information of your NVR and cameras to our support team for further assistance.
Fixed channel dropped:
1. Check whether the network cable under the current channel is too long, experiencing interference, or if the code stream value is too large.
2. Swap cameras. After the replacement, if the drop still occurs, consider reducing the camera resolution or upgrading the camera.
1. Unplug the external network cable and check for any drop condition. If it appears normal, it might be caused by IP conflicts. Check for IP conflicts, change to a new IP address, and try again. If the issue persists, restart the NVR to see if it resolves the drop.
2. Upgrade the NVR and cameras to the latest version. Please provide the version information of your NVR and cameras to our support team for further assistance.
Fixed channel dropped:
1. Check whether the network cable under the current channel is too long, experiencing interference, or if the code stream value is too large.
2. Swap cameras. After the replacement, if the drop still occurs, consider reducing the camera resolution or upgrading the camera.
Q: “Why does my camera black out after working for a while?”
1. Change the network cable and try again.
2. Contact our support team for the upgrade file and upgrade instructions for the camera.
3. Reset your camera. Please refer to the instructions on how to reset a POE IP camera.
2. Contact our support team for the upgrade file and upgrade instructions for the camera.
3. Reset your camera. Please refer to the instructions on how to reset a POE IP camera.
Q: “What should I do if the system freezes or experiences delays?”
1. Restart the NVR and perform a test.
2. Reduce the extra stream of all cameras.
3. Provide the version information of your NVR and cameras to our support team for further assistance.
2. Reduce the extra stream of all cameras.
3. Provide the version information of your NVR and cameras to our support team for further assistance.
Q: “How to backup videos from the NVR using a USB drive?”
Firstly, please insert a USB disk into the USB port. Secondly, right-click Mouse - Main Menu - System - Backup, then choose Channel, Time, File, and click Start.
Q: “How to set up email alerts and notifications on the app?”
Please enter NVR's Main Menu - Network - NetService - Mobile report - Tick Enable, then click Intelligent Alert - Tick Send Email & Mobile report. For more details, please refer to this guide.
Q: “Why does my NVR pop out an "Upgrade mode" message?”
Unplug the external network cable and set a complex password (combination of letters and numbers) for the NVR. In the NVR settings, turn off the "Automatic online upgrade" function in the upgrade options.
Q: “Can 3rd-Party Cameras Work with Reolink NVRs?”
Although Techage cameras are fully compatible with Techage NVRs, it's advisable not to incorporate non-Reolink cameras into Reolink NVR systems, as compatibility may not be assured.
You can seamlessly use Techage cameras with Techage NVRs. Should you still wish to integrate a third-party camera with our NVR, please ensure that the camera supports the ONVIF protocol. For further information, please consult: Which Version of ONVIF Do Techage Devices Support
You can seamlessly use Techage cameras with Techage NVRs. Should you still wish to integrate a third-party camera with our NVR, please ensure that the camera supports the ONVIF protocol. For further information, please consult: Which Version of ONVIF Do Techage Devices Support
Q: “Why does my camera black out after working for a while?”
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