Ring deleted my Still images despite paying for the Protection Plan

Greetings,
Our Ring Camera captured a Still Image of the remanence of a flame being released from our Heat Pump (1/3/21 5pm). American Home Shield wanted to see the footage today from the App to ensure we didn’t not photoshop the image after I took a screen capture from my phone. When I went to retrieve the still image today from the app, I noticed the image was removed but the video prior and after the blast was still there. Ring Support said Ring deletes the still images after 7 days and preserves the larger video files for 30 days for some reason.

I told the Ring rep that this might be a pending legal matter with American Home Shield and the footage needs to be restored. The Rep said Ring cannot restore deleted still images. I know that footage from a server’s hard drive can be retrieved by going into the used sectors of server’s storage to retrieve the original content. Ring saying, we can’t, instead of saying we won’t, are two different things, as I know it can be done - and has been done before. Please recover the footage from 1/3/22 from 4:51-5:01 pm so we can show the events that led up to the fire blast near my daughter’s window. We shouldn’t be charged for monthly storage for videos while images are too costly to retain for 30 days. We need a save option within the App for with a storage cap for legal matters if this product will be a trusted solution moving forward.

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Hello @ITINVA , do you think this is related to the problem we are discussing over on this thread?

Sorry to hear about this happening, neighbor! Snapshots are indeed stored for seven days and are automatically deleted thereafter.

As mentioned in our Video Storage Help Center article, Video storage time does not impact the Snapshot Capture feature. Snapshot Captures are not videos and have their own storage time of 7 days. Ability to manage the storage time for Snapshot Captures is not available at this time.

Feel free to reach out to our support team for further information or assistance with these features. Please 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.