"Video not available, a plan was not active" with active plan

I now have dozens of these on videos spread out over the past few weeks. Ring Pro. Do not see a similar issue. Anyone else seeing similar? Appears to be a serious product defect.

Hi @1kenthomas. Does this also happen on the mobile Ring app? Does this happen with every video, or just select videos? Lastly, do you have the Ring Protect Plus Plan for this device or do you have the Ring Protect Basic Plan? This information will give me additional insight! Thank you.

I was going to post the same issue but saw several existing threads all telling people to call for support. I called and support was not helpful.

They have a script to follow and wanted to check the app version on my phone, check for updates and then asked me to reboot my phone. I have the latest version on my phone and I had already stated I was not using my phone. I do almost all of my monitoring of Ring on my laptop. I only use my phone to interact with Ring occasionally when I am not home.

The error in the first post only displays when using the web interface. The Ring app and Windows app do nothing when clicking the video.

All of the videos before and after each time I have seen this error are OK, including videos from the same device minutes before or after the flagged video. The RSSI of the camera that recorded the flagged video today is -49. I have 6 cameras and a doorbell and have seen the error on more than one device. I have had the Protect Plus plan since 2018 with no gaps in coverage and earlier this month paid through July 2022.

In the end they gave up and will send me an e-mail to reply to if the issue happens again in the next week. I will check every video for the next week or so and make a note of any that display the error and send the info to the support team.

This appears to be a server side bug incorrectly marking videos as not having a paid or trial plan. I doubt any troubleshooting on the user side will correct it.

I’m experiencing the same issue over the last two days. where a few videos are not viewable, but all the rest are. I didn’t have a problem for several days beforehand. The only change I can think of is that I signed up for protect plus plan recently and it switched from trial to paid.

I stumbled upon this thread after posting my experience with this same issue moments ago~

“The video is not available. A Ring plan or trial was not active when this event took place.” Lately, I’ve been getting this red flag when attempting to play event videos from Event History. It’s been occurring randomly on various cams in my Protect Plus Plan. Sometimes, I’m able to view event video at a later time; sometimes not. My plan is still very-much active. I was wondering if others have been experiencing this issue.

Same problem here. Only happens when viewing Event History on my desktop. Not sure, but mostly one camera; for sure not all cameras. And not all videos. Going on 2-3 weeks at least. I have the Protect Plus plan which expires next year.

Sorry to hear about this, neighbors! It looks like most of you here have checked your Ring device RSSI, and that your Protect Plan subscription is active.

If it is only certain recordings, or not all Ring devices (if you have multiple), this concern may be connection related. Checking wifi and mobile device connection can help. Please ensure there is not a vpn enabled on any machine you are using to check videos.

If recordings that should be there do not show up after waiting some time, and checking the above factors, our support team can certainly take a closer look for you. 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. Thank you!

I am having the same issue. This has been going on for at least a couple of months. The videos on the app on my phone under history will not do anything when tapped. On my desktop I get the same message as everyone else, “This video is not available. A ring plan or trial was not active when this event took place.”

This is not a problem with my phone, pc, or router having issues. Period. It is not a VPN issue either.

I will not sit on hold until someone following a script talks me through all the standard checks only to discover they can’t help me. This appears to be a system wide issue and needs to be resolved ASAP.

Most people don’t check their cameras everyday, so I’m certain many, many more people are having the same problem. I have been waiting on the sidelines thinking you would eventually resolve the problem, but after checking the community forum, it’s obvious you are lost as to what is causing the problem.

This problem is on your end, not ours.

I also have this issue.

A call to tech support was only a wild goose chase. Reboot this, disconnect that…

The agent kept asking me to disconnect my camera from the Chime Pro and to the router directly. When I explained the router is further than the Chime Pro, she kept insisting.

Finally, when I began to express my disappointment, she hung up on me.