I purchased a Pro 1 doorbell for my wife. She configured the APP and I did the physical installation. We are getting videos that are mostly freeze frames and other videos with no audio so I called support for some help. Live video is OK. My wife gave me the rather obfuscated password and ring sent an authorization code to my Wife’s phone. She was working but took the time to text it back to my phone. So, then I made my call and a recording asked me to go to the ring.com website and request another authorization code, which I did. After 20 minutes I was talking to tech support. I identified myself as Peggy’s husband which despite a total of 3 factor authorization, they were unwilling to talk to me about my video problems. They gave me a link to Amazon (who I purchased this thing from) and after clicking on the link and logging into Amazon, they were finally willing to talk to me. I asked them to check 2 videos and gave them the date and time. Unfortunately, they are not authorized to view videos so I am getting nowhere. This is about as frustrating as it gets!
Sorry you are having so many issues. It can sometimes feel like a part-time job to get issues addressed and resolved.
Have you spoken to Level 2 support? If not, ask to to be escalated. In the past, our issues had to be escalated to a level where they are able to access our videos. Or maybe they can send you an email, and then you can troubleshoot with them by sending the video or the link to the video.
Ring Moderators:
Is Ring Community member Meme correct when they state that Ring Level 2 Support personnel can access user videos?
If so, is there a way that an individual user can put a “hard block” on this ability so that NO ONE, including, but not limited to Ring Level 2 Support can access their videos under ANY circumstances?
Hey neighbors. In an effort to clear up any miscommunication or misinformation, you can always review our privacy information on our website at Privacy | Ring. From our Privacy page, the following is stated:
Question: If I request Ring’s assistance with troubleshooting my device or video recordings, will Ring view my video recordings?
Answer: If you are having issues with your device or video recordings, you can request assistance from Ring community support agents. Depending on the issue, they may request permission from you to view your video recordings in connection with troubleshooting the issues. You choose whether to provide Ring with limited, short-term access to view your video recordings, solely to troubleshoot the issues. These video recordings are not viewed, shared, or used by Ring for any other purpose."
Your privacy and security are a top priority to us, so you have control over who can see the videos from your Ring device. Our support team will only request access to view a video from you for troubleshooting purposes, and you can choose whether or not to allow them to do so.
@user21696 I’d be happy to take a look at an example of what you’re seeing in your recordings. When attaching this video, you will need to gather the share link of the video. You can do this by going into the Event History in your Ring app and choosing to share it via email. From there, copy the link that is generated and paste the link in the body of your post. Alternatively, we have some video quality troubleshooting tips in our Help Center article here which may be helpful. 
Too be up front as a prior LEO, ring isn’t to too bad, but here’s the truth what hurts every citizen / community is that these cameras do not pick up license plates clearly. If you can see a license plate clearly and give it to the local authorities, they can nail the suspects directly to their home versus having a description of a suspect or the vehicle… I am investing in cameras right now through a local business that use casino type LPR’s License Plate Readers and video systems that will nail a person to the T.
I understand your concern.
To clarify my above response. I did not intend to imply that Level 2 has automatic access to our videos. I mentioned asking for Level 2 because you have to speak to them in the next step of the escalation process. In our case, Level 2 then escalated our issue to another department/level who then worked with us through phone calls and emails. This person was our liaison with tech/security. They only reviewed and analyzed one specific video. I don’t fully recall at this point, but I may have emailed them the video itself or a link to the video.
Sigh… I wanted to add for anyone who reads this looking for help. With all the changes going on at Ring (not for the better), “Level 2” is no longer the escalation group.
“Level 2” used to be the group that you asked for or the next level when the initial 1-800 response person cannot address. Now, “Level 2” refers to the 1-800 technical support line, not an escalation team.
I just learned this the hard way. I have been experiencing so many weird things with my apps and devices that I finally had to call the support line. The first person I spoke to did not seem to understand the issue and refused to escalate (and was condenscending), after I politely and calmly asked no less that five times. I called back, and this person agreed to escalate immediately.
But the process has changed entirely. It used to be that you were escalated to “Level 2” on the same call, and it was a US based group. Now, the 1-800 support line (now called “Level 2”) has to write it up and submit it for escalation, and then supposedly someone reviews and reaches out to you in a few days… sigh…
Amazon: thanks for ruining Ring…
meme -
Thanks for taking the time to respond.
Obviously, data should ALWAYS be encrypted – both in transit and at rest. This means that NO ONE (including, but not limited to Ring Support) should be able to access your video clips via the Ring system under ANY circumstances.
Let’s face it… if a Ring employee can access your information via the Ring system WITH your permission – then it can also presumably be accessed WITHOUT your (knowledge and/or) permission.
I’m hoping that other Ring Community members weigh in on the method(s) they used to provide video clips to Ring Support. For example, if they “granted permission” for their data to be accessed via the Ring system – or if they used an alternative method to provide access (such as sending the video clip(s) via encrypted email).
meme -
Thanks for the warning!
It sounds like Ring is (deliberately) attempting to further DOWNGRADE the (truly awful) support it provides to customers.
If you’ve ever experienced “good”, “very good” or “excellent” support from other companies, you probably know that an appropriately smart/knowledgeable/skilled support team member can typically quickly/easily fix a problem during the initial call – with relatively little information required from the customer. Even if they can’t immediately fix the problem, they can often suggest a (suitable) workaround while they attempt to ensure that the problem is (quickly) fixed by the appropriate department.