Hi @user7519. With End-to-End Encryption (E2EE), you will need to enroll both the Ring device and your mobile device in order to view the videos. I'd recommend reviewing the information [here](https://support.ring.com/hc/en-us/articles/360054941551-How-to-Set-Up-Video-End-to-End-Encryption-E2EE-) to ensure you have your mobile device properly enrolled in E2EE to view the encrypted videos. If everything appears to be set up correctly, and you're still unable to view videos, please follow up with our [support team](https://support.ring.com/hc/en-us/articles/213608406#callus). If you are outside of the US, please visit [here ](https://support.ring.com/hc/en-gb/articles/213608406)to see how to contact support.

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