Frequently Asked Questions for ComfortCam Pro

We have taken the time to compile a list of our most frequently asked questions to ensure that our users and potential customers are able to make an informed decision on ComfortCam. Please let us know if we've missed a question that you believe to be important!

 

 

 

SUPPORT TOOLS 

- Check you local internet and cell phone provider for interruptions, outages and limited network capabilities that could impact your ComfortCam Pro.

  1. AT&T
  2. Time Warner
  3. Comcast / Xfinity
  4. Verizon
  5. Charter Spectrum
  6. Cox
  7. Century Link
  8. Level3
  9. Frontier
  10. Optimum
  11. Atlantic Broadband
  12. Tmobile
  13. Sprint

- Don't see your provider listed: Click Here

 

- Check your home WiFi network safety: F-Secure Router Checker, Click Here

 

- Test your Internet Speed: Click Here

  

 

 FAQs

 

Q: I use Verizon Fios and the connection to my ComfortCam keeps dropping, how do I fix this?

A: We found that certain Fios routers are encountering intermittent and dropped connections with various wireless devices.  We recommend checking with Verizon using the link below to see if your router is effected by this.  If you are not, please contact our support for additional assistance. support@comfortcam.com

Please click here for more information: Verizon-Intermittent-Dropped-Connection 

 

 

 

Q: When setting up my ComfortCam Pro I get the message "Invalid ID"?

A: The reason for this is you are using the "ComfortCam" app and not the "ComfortCam Pro" app. Please just delete your current "ComfortCam" app, download "ComfortCam Pro" and create a new account.

 

 

 

Q: How do I install my ComfortCam Pro?

A: It's simple! Our new ComfortCam Pro app will walk you through the setup.

A: Setup Option 2 -You can also use the Ethernet cable provided and follow the steps below:

First plug your ComfortCam Pro into your router and a power outlet

ComfortCam Pro Setup

  1. Download the ComfortCam Pro App
  2. Open up your ComfortCam App and make sure your phone is on the same WiFi as your ComfortCam Pro
  3. When you get to Step 3 fully close the app and reopen
  4. Select “+” to Add Camera
  5. Either select the Search WiFi network button and then select the Camera or Scan QR Code on the bottom of you ComfortCam Pro
  6. The select Add

 Configuring your WiFi

  1. Select the "gear symbol" in the bottom right next to the pencil symbol.
  2. Select Camera Settings (If not listed fully close then re-open your app and try again)
  3. Select WiFi
  4. Then select your home WiFi network and enter the password.

The camera will reset (start moving); once it is done moving your ComfortCam Pro is configured and you can now unplug your camera and place it in a new location where you have WiFi reception.

 

 

 

Q: What happens if my ComfortCam Pro says “Offline” after I went through the setup process?

A: The most common reason your ComfortCam Pro says "offline" is that your home WiFi password was not entered correctly.  Follow the below steps to setup your home WiFi network.

To insure your WiFi password is correct we recommend you test the password on your phone first.

  1. Go to your phones settings
  2. Logoff of your homes WiFi on your phone.
  3. Manually type the password to log back in to your homes WiFi on your phone.
  4. If your login is successful then follow the below steps to setup your homes WiFi in the ComfortCam Pro app.

WiFi Setup 

  1. Connect your ComfortCam Pro to the Ethernet cable and also plug into a wall outlet.
  2. Select the "gear symbol" in the bottom right next to the pencil symbol.
  3. Select Camera Settings (If not listed fully close and reopen your app and try again)
  4. Select WiFi
  5. Then select your WiFi network and enter the password.
  6. Select Add

The camera will reset (start moving); once it is done moving your ComfortCam Pro is configured.

 To Ensure the WiFi is setup:

  1. Unplug the Ethernet cable and power cord; wait 10 seconds and plug just the power cord back in. (The camera will start moving; once it is done moving go to the next step)
  2. Fully close your app and then reopen.  If you see a green solid circle in the bottom left corner and a blue circle with a white play button in the middle of your screen you WiFi is properly setup.

You can now unplug your camera and place it in a new location where you have WiFi reception.

 

 

 

 

Q: How do I reset my ComfortCam Pro and setup with the same or new WiFi network? 

A: 

  1. First Plug your camera into your router and a power outlet
  2. On the bottom of your ComfortCam Pro you will see the word "Reset" and a small hole next to it where the reset button is located. Please find something that you can use to fit in the hole to press the reset button, such as a paper clip
  3. Press and hold the button until you hear a soft tone, then release. (Make sure you feel the button press down to insure the camera is resets) 
  4. Your ComfortCam Pro will start moving. Once it stops, your ComfortCam Pro is factory reset.

Reinstalling your ComfortCam Pro

  1. Open up your ComfortCam App and make sure your smartphone is on the same WiFi as your ComfortCam Pro
  2. Select +Add Camera (If the Camera is already listed please delete first by selecting the tool symbol to the right of the pencil)
  3. Select Search WiFi Network and then select the Camera
  4. Select Add

Configuring your WiFi 

  1. Next go to settings by selecting the "gear symbol" in the bottom right next to the pencil symbol.
  2. Select Camera Settings
  3. Select WiFi: (With a factory reset you will need to reconnect you WiFi)
  4. Then select your WiFi network and enter the password.

The camera will reset (start moving), once it is done moving your camera is configured. 
 

 

 

 

Q: How do I add an existing ComfortCam Pro to a new device within the same WiFi network?

A: For Existing ComfortCam Pro Accounts

  1. Make sure you device is on the same WiFi network as your ComfortCam Pro.
  2. Download the ComfortCam Pro App
  3. Login
  4. Select the “+” symbol to add your ComfortCam Pro
  5. Either select the Search WiFi network button and then select the Camera or Scan QR Code on the bottom of you ComfortCam Pro
  6. Enter the Password
  7. The select Add

 A: For New ComfortCam Pro Accounts

  1. Make sure you device is on the same WiFi network as your ComfortCam Pro.
  2. Download the ComfortCam Pro App
  3. Create a new account
  4. When you get to Step 3 fully close the app and reopen
  5. Select “+” to Add Camera
  6. Either select the Search WiFi network button and then select the Camera or Scan QR Code on the bottom of you ComfortCam Pro
  7. The select Add

 

 

 

Q: How do I add an existing ComfortCam Pro to a new device outside of my home WiFi network?

A: For New ComfortCam Pro Accounts

  1. Download the ComfortCam Pro App
  2. Create a new account
  3. When you get to Step 3 fully close the app and reopen
  4. Select “+” to Add Camera
  5. Enter the Camera ID: Provided by the camera owner (UID- located on the bottom or your camera)
  6. Enter the User Name: Provided by the camera owner
  7. Enter the Password – provided by the camera owner

 

A: For Existing ComfortCam Pro Accounts

  1. Open up the ComfortCam Pro App
  2. Select “+” to Add Camera
  3. Enter the Camera ID: Provided by the camera owner (UID- located on the bottom or your camera)
  4. Enter the User Name: Provided by the camera owner
  5. Enter the Password – provided by the camera owner

 

 

  

Q: How do I setup my babysitter or nanny with limited access to my ComfortCam Pro and what are they enabled for?

A: A babysitter and nanny will be limited to just the basic camera functions: view, move, listen and talk. They will be restricted from all camera features and setting such as changing passwords, taking picture, taking videos etc.  You can turn their access on and off from your app at anytime and from anywhere.

Please scroll down this page to watch the quick setup video on how to create privileges.

A: For New Babysitters and Nanny’s

  1. Download the ComfortCam Pro App
  2. Create a new account
  3. When they get to Step 3 fully close the app and reopen
  4. Select “+” to Add Camera
  5. Enter the Camera ID (UID)
  6. Enter the User Name: Provided by the camera owner
  7. Enter the Password – provided by the camera owner
  8. Select Add

 

 

 

Q: How do I setup the Grandparents or other Family Members with limited access to my ComfortCam Pro and what are they enabled for?

A: A Grandparent will have “family access”  which allows them full controls of all the camera functionality such as view, move, listen, talk, take pictures, video etc but does not allow them access to the camera settings. You can turn their access on and off from your app at any time.

Please scroll down to watch the quick setup video on how to create privileges video.

A: For New Grandparents or Family Members

  1. Download the ComfortCam Pro App
  2. Create a new account
  3. When they get to Step 3 fully close the app and reopen
  4. Select “+” to Add Camera
  5. Enter the Camera ID (UID)
  6. Enter the User Name: Provided by the camera owner
  7. Enter the Password – provided by the camera owner
  8. Select Add

  

 

 

Q: Can use my ComfortCam Pro in Hotels or other households?

A: Yes. Follow the below steps to setup you ComfortCam Pro in a new location with a new WiFi network.

  1. First Plug your ComfortCam Pro into power outlet
  2. On the bottom of your ComfortCam Pro you will see the word "Reset" and a small hole next to it where the reset button is located. Please find something that you can use to fit in the hole to press the reset button, such as a paper clip
  3. Press and hold the button until you hear a soft tone, then release. (Make sure you feel the button press down to insure the camera is resets) 
  4. Your ComfortCam Pro will start moving. Once it stops, your ComfortCam Pro is ready for a new WiFi network.

Locating your ComfortCam Pro

  1. Go to your phone settings and switch your WiFi network the cameras WiFi which looks like this - ( COMxxxx-xxxxxxxxxxxx-xxxxxx )
  2. Open up your ComfortCam App
  3. Select +Add Camera (If the Camera is already listed please delete first by selecting the gear symbol to the right of the pencil)
  4. Select Search WiFi Network and then select the New Camera
  5. Select Add

Enabling the new WiFi network 

  1. Next go to settings by selecting the "gear symbol" in the bottom right next to the pencil symbol.
  2. Select Camera Settings
  3. Select WiFi
  4. Then select the WiFi network and enter the password.

The camera will reset (start moving), once it is done moving your camera is configured. 

 

 

 

Q: Can I share access to my cameras with anyone else?

A: Yes, you can enable as many users as you would like.

 

 

 

Q: How many devices can view a single camera at the same time?

A: You can have up to 4 devices watching a single camera at the same time from any location

 

 

 

Q: Can I view multiple cameras at once?

A: Yes, With our split screen view you can watch up to 4 cameras simultaneously or individually.

 

 

 

Q: In the split screen can I listen to multiple cameras at the same time?

A: Yes you can enable just audio or you can enable audio and video for all 4 cameras simultaneously or individually.

 

 

 

Q: How do I access my cameras remotely when I am outside of my home?

A: You can utilize your phone's mobile data (LTE/3G/4G) or another WiFi network to access your cameras remotely. (Mobile data plans may result in charge).

 

 

 

Q: Is there a limit to the amount of cameras I can install?

A: There are no limits! You can add as many cameras as you would like in as many locations as you would like. (Example: Grandparents house, In-laws, second home etc.)

 

 

 

Q: What is your return policy?

A: We would love to help you through any issues that you are experiencing with your ComfortCam Pro. However, if we are unable to resolve an issue or you're just not satisfied with the product, our cameras may be returned for any reason within 30 days for a full refund.

 

 

 

Q: Is the ComfortCam mobile application available on both iOS and Android?

A: Our mobile application is available and fully functional on both iOS and Android devices (smartphone and Tablets). 

 

 

 

Q: What versions of the iPhone, iPad, and Android is the ComfortCam app compatible with?

A: It is compatible with almost all versions.

 

 

 

Q: Can I do other things on my phone or tablet while ComfortCam is running?

A: You sure can!  You can have the ComfortCam Pro app running in the background and still hear what’s going on in the room(s).

 

 

 

Q: What security measures are in place to protect my privacy?

A: At ComfortCam, we understand the importance of privacy. ComfortCam is a direct wireless connection in your home. You are the one accessing your camera, whether in your home or away. All streaming video, picture capture and video recordings, are done directly onto your phone or in your camera via an SD memory Card (Not included). We do not use cloud technology. To ensure the utmost security, we have several layers of protection with an account login, individual camera login and unique 25 charter camera ID.  We also recommend taking the following steps:

  1. Create a unique username and password on your app
  2. Lock your phone
  3. Secure you WiFi Router with a username and password

 

 

 

Q: Can you send and share pictures or videos?

A: Yes. Every time you take a picture or video using the ComfortCam app, it automatically saves it to your mobile device or camera. From there you can send it to whomever you like. If you have a SD memory card (Not Included) in your camera, you can also share it from there as well.

 

 

 

Q: How can I use ComfortCam as a permanent in-home monitor for a babysitter?

A: You can use an old Apple or Android smartphone or tablet as your home monitor. This device would then stay in the home at all times.

 

 

 

Q: Can I take ComfortCam on vacation with my family?

A: Yes, as long as you have access to a WiFi and the username and password for that WiFi you can take your ComfortCam Pro with you.

 

 

 

Q: Do I need to leave a light on at night for visibility?

A: No, Our cameras are fitted with enhanced infrared lights for night vision to provide crystal clear visibility in darkness.

 

 

Q: How do I cancel my monthly remote access subscription (ComfortCam Plus)?

A: Our monthly subscription for remote access is on a month to month basis and does not auto renew so you do not need to do anything.  When your 30 days are up and you try to access remotely ComfortCam will automatically provide a pop-up to subscribe again to the monthly service.

To continue using your ComfortCam within your home please enable your smartphone or tablet to be on the same WiFi network as your ComfortCam. 

 

 

 

Q: How Do I Reboot My Camera?

A:Click on the settings menu (gear icon) on the middle right of the screen.

  1. Click on the settings menu (gear icon) on the middle right of the screen.
  2. Select "Camera Settings"
  3. Select "Reboot Camera

 

 

 

 

Q: How Do I Turn Night Vision On/Off?

A:

  1. Click on the settings menu (gear icon) on the middle right of the screen.
  2. Select "Camera Settings"
  3. Select "Night Vision"
  4. Here you can select between Off, Auto, or even schedule certain times of the day for Night Vision to be on.

 

 

 

Q: How Do I Record to an SD Card?

A:

  1. Click on the settings menu (gear icon) on the middle right of the screen.
  2. Select "Camera Settings"
  3. Select "SD Card Record"
  4. In this menu, you can choose when to record, the length of the recording, and the resolution of the videos taken.
  5. Select "Set" to Save your settings or record video.

 

 

 

 

Q: How Do I Create User Privileges?

A:

  1. Click on the settings menu (gear icon) on the middle right of the screen.
  2. Select "Camera Settings"
  3. Go to the "User Privilege Options" menu
  4. Select the yellow plus sign to add a user.
  5. Fill in their pertinent info, assign them to a group, and select the "active box"

In the User Privilege Options menu you can activate and deactivate users as you see fit by clicking on the user.

 

 

 

Q:How Do I Change the Admin Password?

A:

  1. Click on the settings menu (gear icon) on the middle right of the screen.
  2. Select "Camera Settings"
  3. Select "Change Admin Password"
  4. Enter the current password, the new password, and confirm the new password by typing it again.
  5. Choose "Update"

 

 

 

 

Q: How Do I Adjust WiFi Settings?

A:

  1. Click on the settings menu (gear icon) on the middle right of the screen.
  2. Select "Camera Settings"
  3. Select "WIFI"
  4. Select the detected network you wish to join.
  5. Enter the credentials and select "Add"

 

 

 

 

Q: How Do I Adjust Date & Time Settings?

A:

  1. Click on the settings menu (gear icon) on the middle right of the screen.
  2. Select "Camera Settings"
  3. Select "Time"
  4. Check the "Sync with phone time" box

 

 

 

 

Q: How Do I Change Pan, Zoom, and Tilt Speed?

A:

  1. Click on the settings menu (gear icon) on the middle right of the screen.
  2. Select "Camera Settings"
  3. Select "Pan, Zoom, Tilt"
  4. Adjust the slider speed to your preference

 

 

 

Q: How Do I Set Up Alerts?

A:

  1. Click on the settings menu (gear icon) on the middle right of the screen.
  2. Select "Camera Settings"
  3. Select "Alerts"
  4. Customize your settings for alert sensitivity, notifications, and duration.

 

 

 

 

Q: How Do I Set Up Email Alerts?

A:

  1. Click on the settings menu (gear icon) on the middle right of the screen.
  2. Select "Camera Settings"
  3. Select "Email Alert Setup"
  4. Fill in the sender and recipient information
  5. Fill in the SMTP Port and Server information
  6. Fill in the Username and Password
  7. Select "Set"