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Attempts to subscribe to Protect Plus negates access to prior videos

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New Neighbor

Attempts to subscribe to Protect Plus negates access to prior videos

My partner considered changing from Basic plan to Plus plan. She was unsure of some of the info needed so she cancelled the procedure. In doing so, the Basic plan was somehow also cancelled.

A plan is now in place. However, all previous videos display a message "Recording Does Not Exist".

How do we retrieve access to these videos? Some are crucial to a criminal investigation. I feel this represents a tremendous failure in the program's integrity. Surely, there are internal procedures for recovery since there is no option to even remove these videos from the list.

1 REPLY 1
Community Manager

Re: Attempts to subscribe to Protect Plus negates access to prior videos

Hey @dnrron! As we value your security and your privacy at Ring, I recommend reaching out to our support team about this concern. They can be reached at 800-656-1918, and will be happy to assist you further. 



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