Responses (3)

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  Marley_Ring

  Sorry to hear about this, @Tedlucky. Removing and reinstalling the Ring app on your mobile device should not remove any videos, as saved videos are stored by account rather than in the app. As long as the trial did not lapse or Ring device was not removed for the account, the videos should be saved on your account, accessible either by Ring app or when logged in at Ring.com. Check out our [help center article](https://support.ring.com/hc/en-us/articles/360022109431-Changing-your-Payment-Method-Updating-or-Canceling-your-Ring-Protect-Plan) for more information on changing and managing your subscription plans. I hope this helps! :)

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  15-09-2020 04:12:04

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  aweless1

  Same thing happened to me. So the videos are gone?! When I went to look at a video from the middle of the night, I received notification that I needed to upgrade and so I did. So now the video I needed to see is gone! It almost seems like the video was not real and it only appeared to make me upgrade. If I did not delete the video, I find it hard to believe that the video is gone. Maybe I need to contact my lawyer to dig into this, just does not seem right.

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  27-10-2020 03:28:49

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  Tom_Ring

  Hi @aweless1. The Ring app does not generate videos in your Event History Timeline to prompt you into the [Ring Protect Plan](https://support.ring.com/hc/en-us/articles/360030333671-How-to-Subscribe-to-the-Ring-Protect-Plan) Subscription. If you have a period in time where there is a lapse in coverage, any events that occur during that time will not be saved. They will only be saved once the Ring Protect Plan is active. With a Ring Protect Plan, it is possible to still get notifications about motion/doorbell pushes, but only Live View is available for those events. I hope this helps!

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  29-10-2020 09:24:19

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  user82841

  I just updated mine last night, because I replaced one of my doorbells. The free protection had not lapsed, and I was only able to get the “recommended” plan. Now this morning there was no history! Makes no sense. Last time I replaced a doorbell I did not have this issue.

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  30-05-2024 02:17:17

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  Tom_Ring

  Hi @user82841. I’m not sure what might have happened to cause this. We’d love to be able to work alongside you and figure this out. Please send us a private message on Facebook or Twitter @Ring or give our support team a call at one of the numbers available here. If you are outside of the US, please visit here to see how to contact support.

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  03-06-2024 02:45:44

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  LarryJ1976

  I am receiving a new device because their Doorbell 3 failed. I paid for my subscription plan in Oct 2021. When I replace it, they tell me I will lose all my videos. Since I pay to have them store the videos on their servers, why would I lose them? You are replacing or upgrading a client's hardware to the same account; they shouldn't lose the videos that they are paying for. Seems like a rookie technology mistake to me. So if I will lose my videos, they are not the right company to secure your business or home. ADT offers the same thing, and when you change out the hardware, they change the product on the account, and your storage is still there. Maybe RING should get out of home security and become a novelty item instead.

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  20-01-2022 03:57:35

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  user82841

  I just updated last night, I recently replaced one of my doorbells. It would only let me do the “recommended” choice. Now, all my history is gone! And nothing overnight.

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  30-05-2024 01:50:40

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