Trying to contact ring support; no chat response; no Twitter response. Can’t find email address or phone number to contact support. Problem: can’t access video recordings even though motion is detected and event history shows video activity. If no response will be cancelling subscription and look for another vendor.
Sorry to hear about this experience @jgccanada! As long as your Ring device is subscribed to a Protect Plan, you should certainly be able to view recordings for events in your event history. I recommend removing and reinstalling the Ring app on your mobile device, or even trying to view your recordings via web browser, by logging in at Ring.com. Please also ensure bluetooth and VPN is disabled on your mobile device. Feel free to let me know how this goes!
Finally got a 1-800 number to call and reached support. Daniel was excellent in troubleshooting the problem and restoring our Ring doorbell. All is working well.