General questions about MERCUSYS Care

NOTE: Some plans and features of MERCUSYS Care have not yet been released in some regions. Please refer to the actual content displayed on the app or Web page.

MERCUSYS Care Overview

Q1 What's MERCUSYS Care?

For MERCUSYS Cameras, the MERCUSYS Care service provides cloud storage, rich notifications with snapshots, Smart Sort, and other services. With the MERCUSYS Care service, regardless of camera state, all detected events are recorded and a brief clip is saved to the cloud for 7/30 days for you to access at your leisure via MERCUSYS app.

The following are the differences after subscribing to MERCUSYS Care:

*These functions may vary by product models, firmware, and MERCUSYS Care plans. More devices will be supported soon.

Q2 What's the difference between the Basic and the Premium MERCUSYS Care plan?

Note: MERCUSYS care plans can be different based on region and area.

Before subscribing to MERCUSYS Care

Q3 How to subscribe to MERCUSYS Care.

To learn how to subscribe to the MERCUSYS Care plan, please click How can I subscribe to a MERCUSYS Care Plan?.

Q4 When the free trial of MERCUSYS Care expires, will the camera automatically subscribe?

No, when the free service expires, it will be automatically canceled, and you will not be charged. Only after you confirm on the app will the MERCUSYS Care subscription begin.

Q5 Can I cancel the MERCUSYS Care Free Trial?

Yes, you can cancel the trial at any time during the trial period. After cancellation, the trial of the model cannot be resumed.

Q6 Is an SD card required to use MERCUSYS Care?

No, MERCUSYS Care doesn’t need an SD card. All the important moments will be saved in the cloud for 7/30 days.

Q7 If I have more than 1 MERCUSYS camera, do I need to subscribe to MERCUSYS Care for each of them?

No, you don’t. MERCUSYS Care offers multiple packages based on the number of supported cameras.

For the Basic Plan, you can choose from packages that accommodate 1 or 5 cameras.

For the Premium Plan, you can choose from packages that accommodate 1, 2, or 3 cameras, or opt for our package that supports up to 10 cameras.

Note: If the cameras are more than 10, you need to add more plans, kindly proceed to create subscriptions on the MERCUSYS care official website.

MERCUSYS care plans can be different based on regions and areas.

Q8 Can I get a refund after purchasing MERCUSYS Care?

If MERCUSYS Care is actively canceled or terminated during the validity period, the subscription fee will not be refunded during the period. If you are a continuous subscription member, you can unsubscribe to MERCUSYS Care and there will be no charge after your current billing cycle ends.

Q9 Can an Apple ID/Google ID subscribe to more than one MERCUSYS Care plan for a device?

No, one Apple ID / Google ID can only subscribe to one MERCUSYS Care plan. If you need to subscribe to more Premium plans, please visit MERCUSYS care official website to know more information.

Q10 If I already have a MERCUSYS Care plan that hasn't expired, can I buy an additional service? If so, when will the service begin and end?

Yes, the service will start as soon as you subscribe to the additional MERCUSYS Care plan and last for 1 month or 1 year, depending on the plan you choose from the day you subscribe to this MERCUSYS Care plan.

After subscribing to MERCUSYS Care

Q11 How do I confirm that my MERCUSYS Care has been subscribed successfully?

After paying for the service, launch the MERCUSYS app, go to the Me > MERCUSYS Care page, you can find the validity of your MERCUSYS Care plan here.

You can also visit the camera Live View page, where you can see that the thumbnails of the cloud videos are now available under the Playback & Download section.

Also, you can go to the Camera Settings page to enable MERCUSYS Care premium features, such as Rich Notifications.

Q12 What can I do if the MERCUSYS camera doesn't upload videos to the cloud after MERCUSYS Care is activated?

• Check whether the Motion Detection setting of the camera is activated: MERCUSYS app > Camera > Manage > Camera Settings > Detection
• Check whether the camera has been added to the subscription through the following path: Me > MERCUSYS Care >Select camera.
• Confirm if the signal strength of the camera is strong enough. If videos still can’t be uploaded normally at reduced resolution, partial video loss or discontinuity may occur. To ensure the camera can upload videos to the cloud normally, we also recommend not connecting too many devices to the home network at once.

If there is still no cloud recording, please contact MERCUSYS technical support.

Q13 How can I turn off auto-renewal for MERCUSYS Care?

• For Apple Pay: Turn it off in iCloud payments. The path is: Settings > iTunes Store and App Store > Apple ID > View Apple ID > Account Settings > Subscription.
• For Google Pay: Turn it off in Google Play's payment function. The path is: Play Store > Sidebar > Subscription.
• For PayPal or Credit Card: Visit the official website of MERCUSYS Care, log in with your MERCUSYS ID, and cancel the subscription.

Note: If you use a credit card as a payment method, you may be charged a foreign exchange fee by your credit card company when the currency charged differs from your credit card currency. MERCUSYS is not responsible for these additional charges.

Q14 When the MERCUSYS app is not running, can the MERCUSYS camera continue to save recordings to the cloud server?

Yes, the settings are saved to the camera itself, and the camera can still detect and record according to your settings as long as the MERCUSYS camera has a stable internet connection.

Q15 How long will the camera record when using MERCUSYS Care?

The maximum length of each clip is 3 minutes.

The length of the video clips is related to how long the objects in the video are moving. If no moving object is detected, the camera will stop recording.

Q16 Can I still access the videos stored in the cloud via MERCUSYS app after the MERCUSYS Care plan has expired?

Yes, as long as the videos stored in the cloud are not saved for more than 7/30 days, you can watch them normally at any time.

Q17 If my camera is broken or stolen, how can I access my cloud videos?

Log into the MERCUSYS app with your MERCUSYS ID, and go to Me > Playback & Download > Cloud Video; you will be able to access your cloud videos that have not been saved for more than 7/30 days.

Q18 How can I download or delete recorded videos from Cloud?

You can delete and download through Me > Playback & Download > Cloud Video.

You can remove several videos by long-pressing one of the cloud videos or clicking the three dots button on the upper right corner, then tap on Select.

To watch the downloaded videos, go to LiveView > Playback & Download > Download.

Q19 How can I check the validity period of my MERCUSYS Care?

Your MERCUSYS Care will automatically renew at the end of the billing cycle unless you choose to cancel the subscription. After cancellation of MERCUSYS Care, please check your current validity period in Me > MERCUSYS Care of the MERCUSYS app.

Q20 Can I transfer my MERCUSYS Care subscription to another MERCUSYS device?

Yes, open the MERCUSYS app, go to Me > MERCUSYS Care, and tap on Select Camera on the subscription card to switch to another device.

Q21 Can I transfer the MERCUSYS Care subscription to another MERCUSYS ID?

No, since MERCUSYS Care is simultaneously bound to your MERCUSYS ID and cameras if you unbind and rebind your cameras to a different MERCUSYS ID, the MERCUSYS Care service and cloud videos will not transfer. You'll have to subscribe to MERCUSYS Care again with the new account.

Q22 How can I upgrade from a Basic MERCUSYS Care plan to a Premium MERCUSYS Care plan if I already have one?

Select the premium plan from the MERCUSYS app/MERCUSYS Care website and click Upgrade now. The original subscription price will be returned in various formats depending on which MERCUSYS Care channels you subscribed to.

Q23 Does MERCUSYS Care support 24-hour continuous recording?

No, but you can enable 24-hour continuous recording with an SD card or NAS.

To get to know more details of each function and configuration please go to Official Website to download the manual of your product.