OB20 App&Account Issues

App Crashes

Click on the app to crash. Then uninstall and reinstall it.

Login issue

Check if the mobile network is working properly
Check if you've selected the corresponding country code
Whether the account and password are correct
Uninstall and reinstall the app

Registration issue

Please provide the model and system version of your mobile phone
Download an app from another system

If you are currently using an iPhone, try using an Android phone in the same network environment to see if it can be registered

Try switching to another WiFi network and see if it is registered successfully

Failed to register account?

Select the correct country when registering an account
When confirming the registration, make sure the mobile network is well.
Confirm the network and location permissions of the app is activated.

What should I do if the app cannot load the video and the camera is disconnected?

	Solution
Yes	Power off the camera and restart it
After restart still drops	Disconnect the camera from the app Restore the camera to factory settings Link the device again

What should I do if the app prompts that accessing the device has failed?

Please restore the device to factory settings and add it again. If the problem persists, please contact customer service promptly for technical assistance.

What should I do if the app frequently fails to load videos and shows disconnected?

Troubleshooting based on the status of the camera's indicator lights

Indicator Light	Solution
On	Red The camera's network has been disconnected. Please check the stability of the WIFI network and restart the router. It is recommended to move the camera closer to the router.
On	Blue The camera's network is working well. Please check if the phone's network is normal, as if the phone's network is not smooth, video streams may not be transmitted to the phone. It is recommended to switch to WIFI on the phone and try again.
Off	The device is not powered. Please carefully check the power supply and whether the power interface is normal. It is recommended to try replacing the power supply.

Why does watching a video with a circle in the middle cause lag and delay?

The circle represents that the video is loading, and the lag delay represents that the network is not smooth. Please check if the network connected to the camera and phone is smooth. It is recommended to place the camera close to the WIFI router.

How can friends access the camera?

Share access to the camera with your friends.
Your friend should download the app on their phone and register an account.
Refer to the "Device Sharing" section in the app for specific instructions on how to operate the camera.

How many accounts can I share with a single camera?

It supports 8 accounts at maximum.

Can the region of account registration be changed?

The region can't be changed after registration.

How many cameras can be added to an account?

50 cameras.

How to change email

It is not supported yet, we recommend to use a new email address to re register the account.

How to bind a camera to a new account?

Delete the camera in the app to reset it, then it can be added to a new account.
If the original account is lost, the new account will prompt that the current device is bound when added. You can click on the application to unbind according to the prompt, turn off the device, follow the prompt, and wait for 10 minutes to unbind.

Why is there a message about "Login information has expired, please log in again"?

The account can only remain logged in on one device. Please avoid logging in with your account on other phones or tablets.

How can family and friends access the camera?

Use the camera sharing feature to share your camera.

What is the function of camera sharing?

Camera sharing allows multiple accounts to access the same camera.

How to share the camera with others?

On the camera sharing page, send an invitation by scanning the other party's account QR code or directly entering their account. After they accept the invitation, they can access it in the shared camera.

Why are the shared accounts not fully functional?

For security, some functions of the shared account may be blocked.

What is the difference between "view only" and "allow control" when sharing a camera?

Mode	Funtions
Only view	Only watch real-time footage
Allow Control	Permissions for camera control, viewing local playback, and more

Camera sharing prompt: Account does not exist/recipient cannot accept the invitation?

The sharer and the recipient's account registration country and region must be the same.

Can tablets use apps?

Yes, the both Android and iOS systems' tablet.

Does the PC support downloading applications?

It's not supported.

Can the PC access the camera?

No, the OB20 can't be viewed on the computer.

How to modify the camera nickname?

Open "Settings" on the camera preview page, go to "Device" and tap "Device name" to edit.

How to delete alarm records?

Enter the event page(bottom left), select the alarm record you want to deleted.

(Click the icon on the upper right corner to choose date)

How to unbind the camera?

Delete the camera in the app and reset it, then it can be added to a new account.
If the original account is lost, the new account will prompt that the current device is bound when added. You can click on the application to unbind according to the prompt, turn off the device, follow the prompt, and wait for 10 minutes to unbind

How to clear the device's password?

1.Click the "three dots" icon and select Device Password

2.Select "Clear Device Password"

3.Choose "Clear Device Password via Verification Code"

4.Send verification code to your email and type it in.

Why can't I receive a verification code when changing my password?

Ensure that the email is genuine and valid.
If the problem stays still, please contact after-sales customer service.

Email:cs@dragontouch.com

How to contact us?

If you're looking for more support, please email us in Email: cs@dragontouch.com

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