Rings and Motion recordings disappear (doorbell and spotlight cam)

Video recordings are disappearing. They continue to show in the “history” as an event (ring or motion) but the video and the event on the timeline view disappear completely. It’s not my device (iPhone) as I’ve confirmed on my wife’s phone and the ring webpage. I am a paid subscriber with 5 cameras on my account. The attached screenshots are from my Ring Pro doorbell. I first noticed this with my driveway spotlight camera. I opened a case with support but he just wanted me to delete my app from my phone and re-install. So not really any help.

It wouldn’t let me put 3 images in my post.

Doorbell Ring 2 minutes earlier is missing.

Wow - is that snow in your last post ? I haven’t seen snow in years !

Anyway - I reported on a previous thread that there appears to be a cloud storage issue. In my case I watched it happen. I believe it is related to similar observances where people report that motion is only recorded when someone is right on top of the doorbell.

I saw/was watching a video of my walking towards my doorbell from say 25 feet away - and then poof that video was gone and replaced with me perhaps 4 feet from the doorbell.

I have to say - this ring organization may be one of the loosest in terms of technical responsibility I have ever seen. There should be a problem report open with some sort of tracking indicator associated. Then customers could confirm a problem, ring development could address the problem and customers could be informed that their issue has been fixed.

Problem Report #10001 : Recordings seem to be disappearing. Two confirmed occurrences so far. Awaiting response from ring development.

Hi neighbors! Recordings should be available for playback as long as you are subscribed to a Protect Plus plan that has not lapsed. Great call checking on multiple mobile devices. I recommend also logging in at Ring.com and reviewing recordings there, as this can rule out many factors.

If recordings do not work via web browser or the Ring app, 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, so 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.

In regards to device or service related incidents, these can be found on our status page, Status.Ring.com. Here you can see updates from our teams, as well as check for any previous incidents. I hope this helps! :slight_smile:

Hey @Marley. Happy New year !

Can you please help me in returning my ring doorbell to amazon mexico for a refund ? You’ll can keep the $30 USD annual fee.

Hi @charlies - we can not assist with returning your doorbell as the Community is a public forum and not a support channel. To receive personal assistance, give our support team a call at one of these phone numbers, or contact Amazon to initiate a return. Thanks.

Thank you @Jennifer. Just tried the phone number again. > 45 minute wait. But I’m an early riser so I will try again in the morning. Amazon’s pages say - contact the manufacturer after 30 days…

I’ve asked on another thread - what are the ‘support channels’ available to your customers ?

Thanks !

On the page I sent, you’ll see theres options to call or chat with the team :slight_smile: