Ring video doorbell not playing recordings, no live view

Hi! My ring doorbell provided motion notifications but no past events can be viewed. When clicking on the event, a pop up says “A recording does not exist, cloud video recording was not active when this event took place.” Further, neither my phone, nor my wife’s, can connect to the live feed. It just says “activating device” for minutes on end. We do pay for the yearly basic plan that has always included 60 days of recordings. Please help, thanks!

Hey @Kdself. Since it is not showing up that you have the subscription, please give our support team a call at one of the numbers available here. We’re taking additional steps to protect our team and help reduce the spread of COVID-19. This has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 here to see how to contact support. They can get this sorted out for you, while also ensuring your Live View is working by the end of the call. :slight_smile: