Downloading Video that is Longer than the 30 Second Motion Detection Clips or Five-Minute Clips

To download video that is longer than the 30 seconds motion detection clips or the 5 minute clips, you will have to email us or call us; you can reach us at or 1-877-401-5990 Mon.-Fri. 10:00 AM-8:00 PM CST and Sat. 11:00 AM-8:00 PM CST.

We will need the following information to retrieve your video:

Email Address:
MAC Address:
Date: mm/dd/yyyy
Start Time: hh:mm (please include AM/PM)
End Time: hh:mm (please include AM/PM)
Additional Information:

Important: The cloud plans are not retroactive. This means if you purchase a cloud plan, all video after the purchase will be saved based upon the cloud plan you purchased.

Video is only saved based upon the cloud plan you had at the time the video was recorded. 

Please keep in mind we can only retrieve video that is available based upon your cloud plan. This means if you are on the free 1-Day Cloud Plan, your video will only be available for 24 hours, to the minute, from the time it was recorded.

Example: If your Snap has the free 1-Day Cloud Plan, your video is only saved for 24 hours to the minute. Let’s say your Snap had the 1-Day Cloud Plan at 5:00 PM on 10/26/2018 and the event you want to save happened from 5:00 PM to 5:10 PM. That video will only be available for 24 hours, to the minute. If you bought a 7-Day Cloud Plan at 5:11 PM on 10/26/2018, the video recorded after the purchase the 7-Day Cloud plan will be saved for seven days, to the minute. The video from 5:00 PM to 5:10 PM would still be on the 1-Day Plan.

A good rule of thumb is if you can see the video in the Snap app, it is available to be downloaded at that time. Please note video requests are highly time sensitive so the sooner we receive your video request, the better.

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