Responses (3)

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  Chelsea_Ring

  Hey @JRacct. It is not possible for anyone outside of a shared user or owner to retrieve and delete your videos. If you have any shared users listed under Settings \> Users, I would recommend asking them if they may have accidentally deleted the video. Also when you were watching the motion event happen, was it true a Live View? Please note that you can start a Live View call at any time, but you must press the green phone icon on the screen to "answer the call" and therefore initiate the Doorbell to record. This may have been a missed step as well, which is why the video is not in your storage, even through you watched it live. Please note that answering a notification for a motion event is different than this alternative of initiating the Live View yourself, as answering a motion event, even without accepting the call, means it was already recording for motion.

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  28-04-2020 12:06:42

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  JRacct

  Thanks for the info. It was not a live video but Motion. I don't have any shared users either so I'm not sure why the footage is gone. It's just odd because I watched it several times, someone opened my screen door so it set it off and I watched it that night and the next day there was a gap in time where it used to be which just has me scratching my head. I've never had this happen. I do appreciate this info though !

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  28-04-2020 08:44:11

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  Chelsea_Ring

  @JRacct Not a problem at all! Definitely is a little odd, so if it does happen again for you, please reach out to our support team [here](https://support.ring.com/hc/en-us/articles/360036196372-Get-in-Touch). :)

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  28-04-2020 06:05:28

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  user_a2fb9e

  The same thing just happened to me, I watched a video where I was standing on the porch and there was important activity happen next door. Activity I need to report to the local police department. I watched the video several time and now there is a whole 15 minute block missing. All traces of that activity is gone from the ring app, but when I log into to the web version of ring, through Google, I can see all 15 minutes, why is that? 

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  07-08-2024 03:32:47

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  user_058063

  Same thing is happening to me.  Watched a video of my dog stealing something in the kitchen.  I watched it a couple times.  I went to show my husband and that motion video is no longer there.  The tab before and after is still there.  I have a feeling I somehow hid it or deleted it.  Is it possible to hide a motion tab or whatever you call it?

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  15-08-2024 12:12:53

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