Starred Videos Gone

Products Security Cams
#1

This might be futile, but does anyone know how long starred videos are saved? I would star events for various reasons and then clear the rest by selecting all, the starred videos always stayed. I saved things from suspicious activity, conversations with the police in front of my camera regarding said supicious activity, neighborhood wildlife as well as videos of my dog being funny.

Its really that last one I want. I had to put my dog down on the first, I wanted to download the starred videos I had of him but they’re ALL gone. Not just him, even the important ones that are still relevant (like fireworks being aimed at my house by neighbors, a few trespassers and the response from the police regarding those incidents). I realize I should have downloaded them sooner, but I thought starring them would be sufficient. I also thought I had more time with him and there wasnt a rush to download them all.

Im not tech savy, I realize they may be gone for good, but I cant even find an email to contact the Ring customer service. Its all self help articles and community posts. I cant even scroll on my activity feed on my laptop properly because of how un-user friendly it is (two different browsers, cookies cleared). I’m lost on what I should do next, please help.

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#2

Hey @JRAN1994. Thanks for reaching out to the Community forum for this concern! I’m sorry to hear what happened to your dog, and totally understand the importance of having videos like this. I would be wanting the same thing and going through the same actions to get them. Starred videos should be saved and accessible for 30-60 days from the day of the event, depending on your region and how much storage you get in your region. If you’re in the US, you should have these videos for up to 60 days. Did you have a lapse in your subscription by any chance though? It sounds like you had a lapse in service which caused all previously recorded videos to be removed, which we would be unable to get back.

If you did not have this lapse in service, 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. Let me know how this goes and what the outcome is! :slight_smile:

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#3

Starred videos are no longer protected via the web interface. Starred or not, if you select delet all, even the Starred videos are GONE! The “Star” used to protect videos from deletion. Why would they take such critical protection away? This is crazy! UGH!

#4

Sorry to hear about this experience, @GoBananas, and thank you for sharing this feedback. As stated in our help center article, starred videos is not the same as downloading and will not prevent them from being deleted. As we are always working to add to and improve on our devices and features, this is great feedback for our team, and I will share this with them.

Feel free to also add a feature request on our Feature Request board. This will allow other neighbors to comment and add interest, all in one place, for us to compile and continuously share with our teams here.

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#5

This “feature” used to exist in the web interface as it currently does in the app. Not sure who wrote the bug that screwed it up. Do you?