Support
Help Videos
We want you to get the most out of your Neos SmartCam. Look out for regular updates to help videos with top tips.
Help Information
Neos is all about making life easy: simply browse by category to get an answer below
Frequently Asked Questions 17
Delivery & Returns 5
Installation & Setup 6
Using Your SmartCam 16
Troubleshooting 28
Neos Boost 12
Home Emergency Assistance 2 NEW
Insurance 9 NEW
Insurance Contact Information 1 NEW
Discontinuation of Neos Smart Home Insurance 2 NEW
Frequently Asked Questions
Your Neos SmartCam is not weatherproof and is not designed to be mounted or left outdoors for an extended period of time. However, you can use a power bank to power your Neos SmartCam anywhere an outlet is not available.
Prolonged exposure to direct sunlight may burn the sensor of your Neos SmartCam over a long period of time. The effect is hastened if sunlight is going directly into the center of the lens and will, over time, cause a steady decrease in colour quality. Direct sunlight will not damage the camera body, as long as the temperature is below 40°C. The recommended operating temperature range of the Neos SmartCam is 0°- 40°C.
Your Nos SmartCam supports 8GB, 16GB, and 32GB MicroSD cards in FAT32 format. We recommend Class 10 for optimal performance. Lower class MicroSD cards have slower speeds for file transfer and their performance varies based on scenario, which is why we recommend Class 10. You can purchase a 32GB Class 10 MicroSD card that is compatible with your Neos SmartCam here.
For HD, the video size is approximately 400MB/hour (~10GB/day).
Your Neos SmartCam will overwrite the oldest footage when it runs out of room on the MicroSD card.
Card Size | HD Video |
---|---|
8GB | ½-1 Day |
16GB | 1-2 Days |
32GB | 2-3 Days |
Please be aware your Neos SmartCam will recognize larger cards (32GB+) that use exFAT, but these cards are less stable and are more likely to experience issues in the long run. While there are ways to force larger cards onto the FAT32 format, they are less likely to be recognized by the camera and may corrupt your data.
When you turn on one of the alert detection options, and your system is armed, your Neos SmartCam will automatically record a 12 second alert video when the alert is triggered.
Alert videos are automatically stored to the Amazon Web Services (AWS) cloud, via end-to-end encryption and can be viewed for up to 14 days in the “Notifications” tab of the Neos SmartCam app. After 14 days, alert videos are deleted and cannot be recovered.
Tap the image of the camera you wish to see the alert videos for.
The operating system on your smartphone needs iOS 12 or Android 7.0 or later.
Yes you can, you can extend the length of the clips recording from 12 seconds to 60 seconds with Neos Boost, our subscription service that is available in the app. The Neos SmartCam also supports a MicroSD card for continuous recording. Once the MicroSD card is full, it will begin to overwrite the oldest footage. Please also note that SD card viewing is not yet supported within the app, but you can view this footage on a computer.
However, using a MicroSD card with the ‘record on event’ feature turned on will allow the camera to record the rest of the footage that the cloud video does not capture. A good way to use this feature is to view the alert video under the Notifications tab first.
How the 'record on event' feature with MicroSD card works: The camera breaks the video feed into 1-minute increments. If motion or sound is detected at any point within a 1-minute increment, that 1-minute increment is recorded to the microSD card. This means that the camera will record continuously when there is motion or sound, and will not record when there is no motion or sound detected.
Note that this is independent of the 12-second alert videos that are captured and stored on the cloud for 14 days based on the camera’s motion and sound detection settings. The 12-second alert videos have a 5-minute cooldown period, so when there is constant motion the camera will record a 12-second alert video every 5 minutes and save that video to the cloud for 14 days. With a MicroSD card installed and set to Record events only, the camera will save video to the MicroSD card as long as motion or sound is detected.
You can add additional users to your Neos SmartCam account and they will be able to view any alerts, check on your camera in realtime and if using the auto arming function, the camera will not arm until all users have left the auto arming zone.Shared users can access the camera’s live stream and alert videos, but cannot change camera settings. You can add and remove shared users at any time.
To share your camera, load up the live stream and tap the settings cog. From the Settings page tap the People icon and click the + in the top right hand corner. Enter the first name, last name and email address of user you would like to share your camera with. If the user does not have a Neos SmartCam account, you will be prompted to send an email to the user to invite them to create one. Users can view and accept share invitations in the Notifications tab by tapping Messages. You can also share your camera at the end of the camera set-up process.
To review the users you have shared a camera with or remove shared users, tap the settings tab the camera. You will see a list of the users you have shared the camera with. Tap on the user to see the last time the user has connected to that camera and the total number of times the user has connected to the camera within the last 14 days. Tap Cancel share to remove a shared user from the camera.
At this time, it is not possible to control the volume of the Neos SmartCam beyond the ability of turning sound on/off in recordings, but we are looking into adding this feature in the future.
Yes you can, to a certain extent.
You’ll need a Wifi network connection to set up and configure your Neos SmartCam in the Neos SmartCam app. Once the camera is configured with a MicroSD card inserted and Local recording to MicroSD card turned on, the camera will continue to continuously record to the MicroSD card, even when it is offline.
However, when your Neos SmartCam is offline, you will not be able to connect to the camera via the Neos SmartCam app to view the live stream video or change any of the camera settings. The camera will also not save any alert videos to the cloud, so none of the motion or sound detection features will work.
The camera supports up to a 32GB microSD card, which holds roughly 2-3 days of playback recording. As it maxes out in space, it will overwrite the footage of the oldest day on file. So while the camera can do offline recording, it is not its optimal purpose.
The USB A port (the larger one) is currently only usable as a power relay. This means that you can link multiple devices from the back of the camera. Please note that the power adapter included with your camera is limited to a maximum of three Neos SmartCam connected together.
HD stands for high-definition video and SD stands for standard-definition video. The HD/SD setting does not impact the image quality of the video. All videos are recorded in 1080p. Instead, HD/SD controls the compression levels of the videos for storage. SD will compress the video more than HD, which means that it is squeezing the 1080p videos down into a smaller package for storage. It does this by layering images of static objects over each other and only updating moving objects. A side effect of this is that the video may not appear to move as smoothly as it would in HD, as objects like shadows may not update as often. If the camera is primarily saving updated data in SD, it reduces how much internet speed affects video consistency and footage will also take up less space on a microSD card.
Unlike HD/SD, 360p will impact the image quality and lower the resolution of the live stream to 480x360. All videos are also recorded in 360p, including local recording onto a microSD card. This feature is intended for users without access to high speed internet or that wish to reduce the amount of data the camera consumes.
To switch between HD, SD, and 360p settings, tap into your camera’s Live Stream and tap the setrtings button and toggle between HD/SD/360p icon.
There is not a specific range that the camera reaches in daylight, but the night vision range is approximately 10m. It does have an infinity focus so all the images are in focus no matter how close or far away they are. The range of motion detection can also not be specified since the camera uses changes in the pixels of the image to detect motion.
It has the following specifications:
Lens | F2.0 aperture, 2.8mm focal length |
Image sensor | ½.7" CMOS |
Digital zoom | 8x |
Field of view | 110° lens |
Night vision | 4 infrared LEDs (850nm) with IR cut filter illuminates up to 10m |
Your Neos SmartCam? does not have a battery, so it needs be plugged into an external power source. Each camera comes with a 110V power adapter and a 1.8 metre USB power cord that can be plugged into a wall outlet or power bank. A 10000mAh power bank will power your Neos SmartCam for ~16 hours, and a 20000mAh power bank will power Neos SmartCam for ~33 hours.
You can also use the power cord to plug one Neos SmartCam into another to share the same power source. Simply plug the USB port end of the cord into the Neos SmartCam connected to the power source, then plug the micro-USB port end of the cord into the second Neos SmartCam.
Your Neos SmartCam uses 5V 1A DC power through a micro USB port. You can use up to a 240V power converter with the camera. The power consumption is between 2-4 watts, depending on whether Night Vision is turned on.
Your Neos SmartCam supports 2.4 GHz Wi-Fi networks. 5 GHz networks are not supported. Neos SmartCam also supports WPA and WPA2 protocols. It does not support WEP due to it being less secure than WPA and WPA2.
Your Neos SmartCam does not work with Wi-Fi networks that have a landing page or require a browser to complete connection. Common examples are hotel or airport public networks.
If you’re having trouble setting up your Neos SmartCam, check that you’re using a 2.4 GHz WiFi WPA/WPA2 network.
We take your data safety very seriously. The communication requests between your mobile phone, your Neos SmartCam, and the Amazon Web Services (AWS) Cloud Server are made via https (Transport Layer Security (TLS)) for alert videos. We use symmetric and asymmetric encryption, consistent hashing, and other ways to make sure users’ information cannot be stolen.
Each camera has its own secret key and certificate so that we can validate its identity during handshake. The contents are encrypted via AES 128-bit encryption to protect the security of the live stream and playback data. During the connection process, every device in the process has its own secret key and certificate, so that we can validate their identity during handshake. Even if a hacker intercepts the data package, the data cannot be decrypted.
Our products don’t provide any access point functionality, they can only be affected as a WPA2 client, which is a minor risk. With SSL traffic encryption in place, our product is secure even on non-encrypted - open Wifi networks. So far we haven’t updated our firmware to mitigate the KRACK issue. For better handling of KRACK issue, our engineers are working on updating the stacks and we will update the firmware once we complete the effort.
You can contact us either in app using the Live Chat function in the shop or app or via email at Smartcam@neos.co.uk
Live chat & email opening hours are Monday – Saturday 9am – 5pm. Any issues outside of these hours will be picked up when the team are next in the office.
Delivery & Returns
All our products are dispatched on Working Days; Monday – Friday before 3pm, excluding bank holidays. Orders placed outside of these times will be picked up the next Working Day. For example, orders placed on our shop on a Friday at 5pm will not be dispatched until the following Monday.
Royal Mail 48 Tracked (orders before 2pm)
Royal Mail Tracked 48 aims to deliver your items in 2 to 3 working days and includes full online tracking, SMS/email recipient notifications and a SafePlace option if no one is home. For extra peace of mind, there’s £100 of compensation cover included to protect against loss or damage to your item. Please see the Royal Mail website for full T&C’s.
We will only ship to the UK mainland.
Neos Smartcam Limited Warranty
All quality-related defects on products sold directly by Neos Ventures or authorised resellers are covered by a one-year limited warranty, beginning on the date of purchase. Defective products will be replaced with a new model or a refurbished model of equal value. The replacement unit will be covered by a limited warranty for three months from the date of replacement or repair.
The following are not covered by the Limited Warranty:
Please see our returns policy if you need to Return a faulty item.
Customers have the right to return their order within 28 days of purchase.
Unwanted Items
Only items that have been purchased directly from Neos through the Neos shop can be returned to Neos. Items purchased through Neos’ authorized resellers and distributors must be returned in accordance with their respective returns and refunds policy.
You can return product(s) purchased within 28 days and will receive a full refund (excluding delivery charges) as long as the product is not damaged, in the original packaging and product including any accompanying peripherals are returned in full.
Upon completion we will issue you a pre-paid delivery label to return the item free of charge (as long as the return originates from the UK). Once we receive your product(s), we will check that the product(s) is not damaged and a full refund will be issued (excluding delivery charges) to the original payment source.
Refunded payments may take up to 7 working days to be credited to payment source from date of issue.
Faulty Items
Only items that have been purchased directly from Neos through the Neos shop can be returned to Neos. Items purchased through Neos’ authorized resellers and distributors must be returned in accordance with their respective returns and refunds policy.
In the unlikely event your product(s) arrive faulty or develop a fault in the first 30 days upon receipt you are entitled to a full refund or replacement product.
After 30 days, we’ll replace or repair the product as long as it’s within the terms and conditions of our warranty.
To report a fault or issue with your product please email support@smartcam.com and one of our technical support team will be in contact to help you resolve any technical issues. In the event the issue cannot be fixed, a refund or replacement can be arranged by visiting www.smartcam/returns and completing our online returns.
If you have any concerns about returning your order we would ask you email us or use our live chat option.
Still want to return your item?
Please raise your return request here.
Installation & Setup
Inside the Neos SmartCam box, you will find a Neos SmartCam, a Quick Start Guide, a 1.8 metre long USB cable, a power adapter, a wall plate and mounting tape for afixing it to non metallic surfaces.
Remove the camera from the box and recycle all packaging where possible. Please remember to remove the plastic film from the camera lens as well.
Download the Neos SmartCam App from the Google Play Store or the Apple App Store. (provide links to app on each app store)
Open your Neos SmartCam App and log in or create an account.
Press the "+" sign and select your Neos SmartCam.
Plug the USB cable in to the back of your Neos SmartCam and connect it to a power source, using either the plug provided or a powerbank.
When the yellow light starts flashing on the back of the camera, hold the Setup button on the bottom of the camera until you hear a beep and, “Ready to Connect.”
Follow the steps in the app to complete setup.
When entering your Wi-Fi network name and password, please be sure to use a 2.4GHz network. Your Neos SmartCam is not compatible with 5GHz networks. Scan the QR code with the lens of camera held at least five inches away from the QR code displayed on your phone or tablet.
Your Neos SmartCam has a flexible design making it versatile enough to place almost anywhere. It's magnetic base can be used on existing magnetic surfaces, or you can use the included adhesive tape to place the metal mounting plate on a wall or other non magnetic surfaces.
If you need an additional mounting plate or extension cable, the Neos SmartCam Mounting Kit is available for purchase in our shop.
You have the ability to mount your Neos SmartCam upside-down without any impact to the operations of the camera. To flip the display of your video feed, enter the Advanced Settings for your camera on the app and toggle Rotate Image 180° on/off.
The Neos SmartCam can also be mounted sideways as well, without any issues. There is currently no rotation setting to make the image upright if it is mounted sideways but this is something we may consider in the future.
Please Note: Your Neos SmartCam is not designed to be mounted or left outdoors and is not weather or water proof.
Once your camera is set up and connected, you will see it listed in the Devices tab of the Neos SmartCam App.
To add an additional camera, open the Neos SmartCam app.
Press the "+" sign and select your Neos SmartCam.
Plug the USB cable in to the back of your Neos SmartCam and connect it to a power source, using either the plug provided or a powerbank.
When the yellow light starts flashing on the back of the camera, hold the Setup button on the bottom of the camera until you hear a beep and, “Ready to Connect.”
Follow the steps in the app to complete setup.
When entering your Wi-Fi network name and password, please be sure to use a 2.4GHz network. Your Neos SmartCam is not compatible with 5GHz networks.
Scan the QR code with the lens of camera held at least five inches away from the QR code displayed on your phone or tablet.
Using your SmartCam
When the app is loaded please select the camera you wish to view in real time and tap it. This will establish a live stream connection with that individual camera.
When your phone is orientated portrait and upright, it will show the Live Stream video with icons.
The audio on the live stream of your Neos SmartCam is controlled by the volume settings on your phone using the phones control to increase or decrease the volume on the live stream.
It is important to note that this setting does not impact whether any audio is captured in recorded videos (manually recorded videos, alert videos, and videos saved to a MicroSD card).
You can use the Record and Snapshot icons to manually record a video or take a picture from the live stream. Manually recorded videos and photos are saved in your phone’s gallery and can be viewed, sent or shared through your phone’s gallery.
Note: The Neos SmartHome app needs permission to access your phone or tablet’s storage in order to manually capture video or photos. This is because they will be saved directly to your phone or tablet’s photo gallery. You'll see an Access denied error message when you try to use this feature, if you have not granted the app permission. This can be changed at any time in your phones settings and as soon as you have granted permission the Neos SmartHome app will be able to manually save captured video or photos.
For an iOS device, open the device’s Settings then tap Privacy > Photos > Neos SmartCam and change the setting to Read and Write.
For an Android device, open the device’s Settings and tap App > Neos SmartCam > Permissions and toggle Storage On.
The Speak icon enables 2-way audio. See the section below on 2-way audio for more information about this.
Your Neos SmartCam has the capability to detect sound and motion. Once detected it will automatically record a 12-second alert video that is saved to the Amazon Web Services (AWS) Cloud and can be accessed for 14 days via your Neos SmartHome app.
Each of the alert detection types can be turned on or off independently for each camera set up in your Neos SmartHome app:
- Motion detection: When Motion detection is turned on, you have the option to set the sensitivity level for the camera
Note: There is no specific range or maximum distance for Motion Detection to work, as the camera uses a pixel comparison algorithm to detect changes in the image for motion detection. When armed your camera will send you alerts to your Neos SmartHome app if it detects motion
- Loud Noise Detection : When Loud Noise Detection is turned on, you have the option to set a sensitivity level and when armed your camera will send you alerts to your Neos SmartHome app if it detects a loud noise.
Your Neos SmartCam comes with 14 day rolling Amazon Web Services (AWS) cloud storage as standard. This means whenever an alert is triggered, your Neos SmartCam will automatically record a 12-second alert video that is saved to the AWS Cloud and can be accessed for 14 days.
There is a 5-minute “cooldown” period between the same type of alert videos. This means that when there is continuous motion, the camera will only capture one 12-second alert video every five minutes. However, there is no “cooldown” period between different types of alerts. If motion occurs and then sound immediately occurs afterwards, the camera will capture both events in two consecutive 12-second alert videos.
You can also add a MicroSD card and set it to record events only. This is useful if you wish to record longer videos to your MicroSD card when motion or sound is detected, without any cooldown period. See the section on MicroSD cards for more information on how to do this.
To turn on or off motion and loud noise detection alerts, enter the Live Stream view for your camera and tap, the settings cog in the top right and toggle on or off the alerts.
You can only change the alert settings for cameras that were set up in your Neos SmartCam account. You cannot change the settings for cameras that have been shared with you, and users that you have a shared a camera with will not be able to adjust the Alert Settings for your camera.
When any of the alert detection types are turned on, your Neos SmartCam will automatically record a 12-second alert video that is saved to the Cloud. These alert videos can be viewed for up to 14 days in the Notifications tab of the Neos SmartHome app. After 14 days, alert videos are deleted and cannot be recovered.
Enter the Live Stream mode of the camera in your Neos SmartHome App to see a list of alert videos.
The alert videos are organized by day and time. Tap the thumbnail for any video to view that alert video. Alert videos can be saved to your device’s gallery by tapping the download icon underneath the video.
You can turn on notifications to receive a push notification on your phone or tablet when your Neos SmartCam detects motion or sound based on your Alert settings. The Notifications setting is a global setting that is the same for all cameras set up in or shared with your Neos SmartCam account. At this time, there is no option to turn on/off notifications for individual cameras.
To receive notifications once relevant alerts are turned on, you will need to ensure you have toggled on the setting on your phone for the Neos SmartHome app allowing it to send/push notifications.
Some things to be aware of:
- Turning off notifications only turns off the push notifications on your device. Your Neos SmartCam will continue to automatically record alert videos based on the Alert Settings of your camera. If you turn off notifications, you will not receive a notification that an alert video has been captured, but you can view the alert video in the Neos SmartHome App.
- Make sure notifications are enabled on your phone or tablet in order to receive notifications from the Neos SmartHome app.
Your Neos SmartCam comes equipped with a Night Vision mode allowing it to capture clear footage and detect movement, even when it's dark. When switched on, it uses its four inbuilt infrared LEDs to emit infrared light and places it's infrared light filter in front of the camera lens. When switching between normal and Night Vision mode you may hear a clicking sound. This is the lens filter dropping in to place and moving within the camera.
Night Vision can be set to On, Off, or Auto:
- When Night Vision is set to On, the LED infrared lights are turned on and the infrared lens filter is placed in front of the camera lens. The video footage in Night Vision mode is shown in greyscale. This manual setting will not be impacted by the light setting the camera is in.
- When Night Vision is set to Off, the LED infrared lights are turned off and the infrared lens filter is not placed in front of the camera lens. This manual setting will not be impacted by the light setting the camera is in.
- When Night Vision is set to Auto, Night Vision will be turned on or off based on the light conditions that the camera is in. Night Vision will be turned on when it’s dark and will be turned off when it’s light. In low light situations, if your Neos SmartCam is set to Auto Night Vision mode, it may switch Night Vision on and off several times whilst adjusting to the correct light levels. Whilst it is doing this you may hear your camera making a clicking sound as the lens filter is moved within the camera but any clicking will stop once the camera has correctly adjusted itself.
To set Night Vision to On/Off/Auto:
- Click on the thumbnail of the camera you wish to alter the settings on
- Click the settings cog in the top right to access the settings for that camera
- Toggle Night Vision mode to suit your preference
Your Neos SmartCam is not designed to be used through a window in Night Vision mode, as the light emitted by the infrared LED lights can be reflected by the window, obscuring the image. Other reflections like from some shelf surfaces, mirrors, or walls etc. can also impact image quality in Night Vision mode by reflecting the infrared light back to the camera. This can cause some parts of the image to be washed out and the rest to be too dark to see clearly. If this happens, try moving or angling your camera away from these objects.
Your Neos SmartCam has 2-way audio so you can speak and listen through the camera using the Neos SmartHome app.
To turn on 2-way audio, enter the Live Stream view in your Neos SmartHome app and tap the Speak (microphone) icon. The Speak icon will be turn Neos blue You can now speak and listen through your Neos SmartCam.
To turn off two-way audio, tap the Speak (microphone) icon again. Speak will then be turned off.
It is not possible to change or control the volume of the audio coming from the camera’s speaker.
Motion Tagging frames motion detected by the camera with a green box. When there are multiple moving objects, the Motion Tagging feature frames the largest moving object in the field of view. If you have Motion Detection Alerts turned on, Motion Tagging will frame motion that occurs anywhere in the cameras field of view.
While a MicroSD card is not required for your Neos SmartCam to function, we do recommend using one.
Your Neos SmartCam supports records in FAT32 format and can support Class 10, 8GB, 16GB, and 32GB MicroSD cards. Click here for a Neos SmartCam recommended 32GB Class 10 MicroSD card and one designed specifically for your Neos SmartCam.
Installing a MicroSD card
To install a MicroSD card, insert a MicroSD card in the slot in the base of the camera. There is an outline of a MicroSD card imprinted next to the slot to show you which way it should be inserted.
Once installed, you will hear the SmartCam chirp twice, this indicates recording has begun.
Playback
Initially you will not be able to view footage saved to a MicroSD card on the app. It is a feature we hope to bring to the camera soon but for now to view the content saved on a MicroSD card, you will need to remove the card from your Neos SmartCam and using an appropriate MicroSD card reader view the content on another device such as a computer, laptop or tablet.
Auto arming uses Geo fencing technology to detect when the phone connected to your Neos SmartCam is in proximity to your camera. Once your phone goes outside the set radius, your Neos SmartCam will arm itself and start sending you alerts for noise or motion etc dependant on the alerts you have set up. If you have more than one user, the camera will only arm itself when all of the attached phones belonging to the users have left the house.
To turn on the Auto-arming function on your camera, click on the Live Stream view, select the settings cog in the top right and scroll down to the Auto-arming toggle.
You can add additional users to your Neos SmartCam account and they will be able to view any alerts, check on your camera in real time and if using the auto arming function, the camera will not arm until all users have left the auto arming zone. Shared users can access the camera’s live stream and alert videos, but cannot change camera settings. You can add and remove shared users at any time.
To share your camera with another Neos SmartHome app user, tap the People tab at the bottom of the main page and click the + in the bottom of the right hand side of the screen and select invite a user. Once in this section you can either add their name and email address manually, or select one from your phones existing contents. Once done click the "Invite User" button.
To review the users you have shared a camera with or remove shared users, tap the People tab at the bottom of the main page and you will see a list of the users you have shared the camera with. Tap Cancel share to remove a shared user from the camera.
The Neos SmartHome team will periodically update the Neos SmartHome app and the camera firmware to bring you exciting new features and fix any bugs.
The best way to keep your Neos SmartHome app up to date is to set your Neos SmartHome app to update automatically. This is done through a setting on your phone. You can see what version of the app you are using in the settings tab of the Neos SmartHome app.
Firmware is the software that runs on the camera itself. It is important to keep your camera’s firmware up to date so that it can function properly and enable new features as they are released. Initially this will be a manual process and you can check what version of firmware your camera has installed, and if there is a new version available through the Neos SmartHome app.
To check and update your camera’s firmware tap into your camera’s Live Stream from the Home tab, then tap the Settings cog in the right hand corner and scroll down to firmware version. If there is a new version of the firmware available you will see an Upgrade button at the bottom of the screen. Tap that button to update your firmware.
Troubleshooting
If you heard the error “Setup failed” when you tried to set up your Neos SmartCam, check the LED indicator light on the back of your Neos SmartCam
If the light is flashing blue and yellow, this most likely means the Wifi password you entered during the setup process was incorrect. Please check and re-enter your Wifi password, then try the setup process again. You can use the “peek” feature when entering your Wifi password to make sure you have entered it correctly. Your Neos SmartCam does not support 5 GHz networks. If your phone is connected to one of these, you can tap the network name field to manually enter the name for a 2.4 GHz Wifi network. If you have a dual-band router that has both 2.4 GHz and 5 GHz networks, make sure you use the 2.4 GHz when setting up your Neos SmartCam.
The blue and yellow flashing light may also mean:
- You tried to connect to a 5 GHz network which is not supported.
- You are using a WEP router. The Neos SmartCam only works with WPA and WPA2 protocols.
- Your router has special security features such as MAC whitelist/filtering. The Neos SmartCam will not work on Wifi networks with security features like these unless you whitelist the Neos SmartCam.
If the light on the back of your Neos SmartCam is flashing blue, this means the device has been unable to connect to the server. To resolve this issue please try these steps:
- Unplug and replug in your Neos SmartCam to restart it, then try the setup process again.
- Check that your Wifi network has internet connectivity.
- If you have a special security setting for your Wifi network, please make sure the Neos SmartCam can access your Wifi network. For example, put the Neos SmartCam’s MAC address on your Wifi network’s white list.
- If you have completed these steps and are still having trouble setting up your camera, please contact support for further assistance.
To change the Wifi details on your Neos SmartCam, tap the + icon on the homepage and go through the install process. Enter the new Wifi details when prompted and complete the steps through the app as normal to finish setup.
If during setup, you are unable to scan the QR Code and continue to get the 'Ready to connect' voice prompt, please ensure you have done the following:
- Remove the protective film from the camera's lens if you have not already done so.
- Confirm there is nothing obstructing the QR code on the screen and that your phone or table screen is not cracked or distorted in any way. If your screen has something preventing a successful scan (an example would be if your screen is heavily cracked) and you do not have another Android or iOS device to perform setup from, you can take a screen shot of the code and send it to a computer, keeping in mind the 5-minute life span of the QR code.
- Make sure there are no glares on the screen while you are attempting to scan the QR code.
- Gently clean the lens of the camera using a microfiber or soft cloth.
If you continue to have issues getting the camera to scan the QR code, please contact support for further assistance.
It's also worth noting that the QR code generated is only valid for 5 minutes after being generated. If the code is not scanned in that time frame a new QR code will need to be generated.
If during the setup process of your Neos SmartCam, it scans the QR code successfully but the camera will not connect to the network and gives the 'Cannot connect to local network' error, please try the following:
- Ensure you are connecting to a 2.4GHz network with WPA/WPA2 protocol. The camera does not work with 5GHz networks or WEP protocol.
- Ensure the network's password is correct.
- Have your phone or tablet 'Forget' the network by going into your settings, restart the device, connect it to the Wifi and attempt setup again.
If you are still unable to connect to your network please contact support for further assistance.
If during the setup process of your Neos SmartCam scans the QR code successfully but the camera will not connect to the network and gives the 'Cannot find the specified network name' error, please try the following:
- Ensure your network name is entered correctly, remembering that the Neos SmartHome app is case sensitive.
- Make sure you are attempting to connect to a 2.4GHz network and not a 5GHz network. If your network only has one network name (SSID), it is likely to be a 2.4GHz network or will move traffic to the proper channel during setup.
- Have your phone or tablet 'Forget' the network by going into your settings, restart the device, reconnect to the network and attempt setup again.
If you are still unable to connect to your network please contact support for further assistance.
If during the setup process of your Neos SmartCam, it scans the QR code successfully but the camera will not connect to the network and gives the 'Network encryption method not supported' error, you will need to ensure the following:
- Your router's settings will need to be changed over to WPA/WPA2 encryption. Most routers will have the option to be set to WPA/WPA2 and instructions on doing so can vary depending on the manufacturer of the router and model If you require assistance changing this over, it is suggested that you contact your Internet Service Provider (ISP) or the manufacturer of the router.
If during setup, there are no voice prompts after pressing the setup button on the camera please check the LED status light on the camera:
- If the light is solid yellow please ensure you are using the provided power cord and wall plug.
- If you are, try using another power cord and wall plug. (If this resolves the issue, please reach out to support team for a replacement power cable and wall plug)
- If the light stays solid yellow, please reach out to support for a replacement camera.
If the light is flashing yellow:
- Attempt a standard setup as if you are hearing the voice prompts. If the camera is able to scan the QR code, the LED status light will change to flashing blue-yellow.
- If you are unable to get the QR code to scan and the LED never changes to blinking blue-yellow, or the light doesn't change blinking blue within 5 minutes, please contact support for further assistance.
- If setup is successful, please update the firmware to the latest version and test the speaker of the camera from the live feed. If you are unable to hear yourself speak, please contact support for further assistance.
If Live stream connects but has a 6+ second delay to the feed.
- If you have multiple cameras with the same issue, please remove all but one unit and check its connection again. If you see improvement from this, try adding units back ensuring you check each units connection after adding one to see when the slow down begins to happen. If reducing the amount of cameras connected doesn't improve the connection, please try moving one of the units closer to the router to see if this improves the connection quality. If these steps resolve the problem but do not allow you to use the cameras as you intend (either in amount or placement) or the problem continues, please contact the team for additional support.
This section is designed to help if you are able to view cameras while on the same Wifi as your camera, but connection fails when viewing either through your devices mobile data (4G/3G) or an external Wifi.
If you have multiple Neos SmartCam's, the first thing you will need to confirm is whether this is isolated to one camera, multiple, or all cameras. If you only have one camera, presume it would affect any camera on your network for troubleshooting.
If all units are affected, please power all but one unit off. Once done please try and attempt a connection while on mobile data (4G/3G)
If the issue persists, continue below.
If only one or two devices are affected, please try moving the affected camera closer to your router, or swap its location with a camera that is not affected.
If the issue persists, please contact the team for further support.
If your Neos SmartCam is not uploading Alert Videos to the 14-Day Cloud Storage, please open the Live Stream for the camera and allow the connection to complete. Once done go to your camera's settings by clicking the cog in the corner of the app.
Toggle your desired settings Off and back on. If you have the sensitivity for motion or sound lowered at all please raise to 100 for troubleshooting.
If this results in videos being generated, begin lowering your sensitivity as needed to reduce on false positive Alert Videos.
If the issue persists please contact support for further assistance.
Additional Information:
It's also worth remembering that there is a 5-minute “cooldown” period between the same type of alert videos. This means that when there is continuous motion, the camera will only capture one 12-second alert video every five minutes. However, there is no “cooldown” period between different types of alerts. This means that if motion occurs and then sound immediately occurs afterwards, the camera will capture both events in two consecutive 12-second alert videos. You can add a MicroSD card and it will continuously record videos to your MicroSD card.
When attempting to manually record a video or take a screen shot from the Neos SmartHome app, if you receive a message stating it 'Needs Permission' or 'Access Denied' and it does not complete the action. This means you need to grant permission for the Neos SmartHome app to access and save content to your device.
For Android users the error will say 'Needs Permission' and to resolve it you will need to:
- Open your phone or tablet's settings and locate the Neos SmartHome app. This can normally be found under the Apps setting.
- Once in the Neos SmartHome app's settings, navigate to Permissions.
- Confirm Storage permission is allowed.
If the issue persists please contact support for further assistance
For iOS users the error will say Access Denied and to resolve you will need to:
- Open your phone or tablet's settings and scroll down the settings list until you locate the Neos SmartHome app.
- Selecting the app, under this section please ensure Neos SmartCam access confirms that Photos has Read & Write access.
If the issue persists please contact support for further assistance
If a thumbnail for an Alert Video appears in the Notifications tab within the Neos SmartHome app but it will not play when selected, please try the following steps:
- Go to your phone's setting and find the Neos SmartHome app settings. This is usually under Apps or Apps & Notifications sections.
- Go into the Permissions section of the settings.
- Confirm the Storage permission is enabled.
- Try connecting to both a mobile data (4G/3G) connection and Wifi.
If the issue still persists please contact support for further assistance.
If you load a video recorded by a Neos SmartCam onto a computer, you may not hear audio depending on the media player you are using. Window's default media player does not have the proper audio codecs, but this can be easily remedied by downloading and installing VLC Media Player or similar.
If you experience poor audio quality and the audio is distorted in some way, please confirm that the phone or tablet communicating to the camera is not in range to pick up the audio from the camera itself. This can create a feedback loop that will continue until audio is disrupted. Can you also please temporarily move the camera closer to your router, if audio improves it is likely a connectivity issue.
If the issue persists, please contact support for further assistance.
This section is here to help if, when viewing the Live Stream, the image is blurry or grainy or when viewing the Live Stream, the image has a purple/pink tint.
- If you have a partially tinted image enter the Live Feed for the camera and allow it to completely connect.
- Cycle Night Vision through On, Off and Auto.
- Confirm that your firmware is up-to-date by going into your camera's settings and update where necessary.
If the issue persists please follow the below steps:
- For blurry images, fully tinted images, or partially tinted images that are unaffected by the above troubleshooting steps, please reach out to our support team with a screenshot of the issue for further assistance.
If when pressing either the 'Record' or Take Photo' buttons while in a camera's live stream, an error pops up stating 'Need Permission.'
- Go to your phone's setting and find the Neos SmartHome's app settings. This is usually under Apps or Apps & Notifications sections.
- Go into the Permissions section of the settings.
- Confirm the Storage permission is enabled.
- Try the record function again. If you are still unable to record or take a photo, please contact support for further help
If you are not receiving alert videos please follow the below steps. If they fail to resolve the issue please contact support team for further assistance.
- Enter the Live Stream for the camera in question allowing it to fully connect. Tap on the Settings cog in the top right corner and navigate to the Alert Settings.
- Confirm that the desired detection source (Motion, Loud Noise) is toggled on.
- If this does not allow Alert Videos to begin generating, increase the sensitivity settings (applies to motion and sound only) to 100 if it is not already.
- If this allows Alert Videos to begin generating, begin to lower the sensitivity settings until you find the correct settings for your environment.
If your camera is making a clicking noise it will often be during parts of the day, usually around dawn or dusk. The noise is most likely caused by your Neos SmartCam cycling between Night Vision mode and normal mode as it adjusts to the light levels of the room. If you hear repeated clicking, open up the Live Stream of the camera to check if it is cycling Night Vision On and Off. Please then try cycling the Night Vision settings through Auto, Off and On manually.
If the issue continues or resumes, please create a Manual Recording of the rapid changing/clicking by tapping Record and record this behaviour for 60 seconds or until it stops and tap Record to stop and contact the support team for further assistance
If you get a 'Need Permission' button while in the camera's Live Stream mode when you tap the 'Speak' button it normally means you need to grant the Neos SmartCam app access to your device microphone. To enable this:
For Android:- Go to your phone's setting and find the Neos SmartHome app settings. This is usually under 'Apps' or 'Apps & Notifications' sections.
- Go into the 'Permissions' section of the settings.
- Confirm the 'Microphone' permission is enabled.
For iOS:
- Open your phone's settings, scroll down until you see the Neos SmartHome app and select it.
- Under 'Allow Neos SmartCam to access' confirm that the 'Microphone' setting is allowed.
If the issue persists, contact support for further assistance using the in app chat function.
If the Night vision of your Neos SmartCam is cycling when it should; it is either not turning on or staying on longer than it should. The below guide should hopefully help resolve the issue but if it persists, please contact the support team for further help using the in app chat function:
- Open the Live Stream for the Neos SmartCam and allow it to complete its connection.
- Cycle the Night Vision settings through Auto, Off and On.
- Power the camera down and allow 5-10 seconds before powering it back up.
- Change the position of the camera.
If the audio plays while in the camera's Live Stream, but it is not present in Playback or in Alert Videos please contact support using the in app chat function for more assistance.
To perform a factory reset on your Neos SmartCam, please follow the instructions below: If you are using an SD card with the camera, please remove it before proceeding:
- Leave the unit plugged in and powered on.
- Press and hold the setup button on the bottom of the unit for 5 seconds.
- Allow at least 30 seconds for unit to initialize, in some rare instances this process can take up to 5 minutes.
- The LED on the back should move from Solid Yellow to Blinking Yellow.
The device is now ready to be setup once again.
If when viewing the Live Stream of the camera, the image is upside down or rotated 180°
- Open the Live Stream for the camera and allow it to fully connect.
- Tap on the Settings cog in the top right corner
- If the 'Rotate image 180°' option is toggled on tap to toggle it off
- If the 'Rotate image 180°' option is toggled off toggle the switch on and back off
- If the image is still rotated, please perform a factory reset on the camera and perform a fresh setup.
- If this has not resolved the issue, please reach out to support using the Live Chat function within the app for more assistance.
If after making changes to the settings they are not saving on the Neos SmartCam and reverting back to their previous state, please try the following steps:
- Enter the Live Stream for the camera in question and wait until fully connected before continuing.
- Tap on the Settings cog in the top right corner and navigate to the setting you are attempting to change.
- Make the changes you want to and exit back to the Live Stream.
- If the camera needs to reconnect, please wait for all connection steps to complete and navigate back to the modified settings to confirm they have changed.
If the issue persists, please contact support using the Live Chat function within the app for further assistance.
To find your Neos SmartHome app version:
- Open the Neos SmartHome app on your phone/tablet
- Go to the settings cog in the bottom right hand side of the main app screen
- Look for “App Version: X.X.X”
To find your device’s firmware version:
- Open the Neos SmartHome app on your phone/tablet
- Click the Live Stream of the camera you wish to check the firmware version on
- Tap the Settings cog icon in the upper right corner
- Scroll down to Advanced Diagnostics and you can view your Firmware version in this section of the app
General connectivity issue troubleshooting:
- Verify which type of Wifi network you are using: Neos SmartCam uses 2.4GHz. Most Wifi routers have both 2.4GHz or 5GHz. The 5GHz network usually has a default network name with ‘5G’ suffix.
- Verify that you are using the Wifi password for your network and not your Neos SmartHome app password. Please use the ‘peek’ feature to verify all characters and cases of the password are correct.
- Forget your Wifi network, restart the device that the application is on, and re-connect to your Wifi network (This should erase any security protocol corruption, while also checking that you enter the correct Wifi network password)
- WEP is not a support security protocol. You need to use WPA or WPA2. This is a problem with older routers.
- If the above doesn’t work, unplug the Neos SmartCam for 20 seconds and plug back in, then repeat the set-up process. Once the light on the back of the camera turns solid blue, you can check the connection again.
- If power-cycling the camera fails to resolve the issue, we recommend performing the following steps while your phone is on mobile data (disconnected from Wifi).
- Log out of your account in the Neos SmartHome app
- Force-close the application
- Relaunch the Neos SmartHome app
- Log back into your account
If the issue persists, please contact support using the Live Chat function within the app for further assistance.
If Alert Videos are showing in the Notifications tab, but you are not receiving push notifications to your phone or tablet when they are uploaded.
- Confirm push notifications are turned on. This setting can be found by going to the Notifications tab and tapping on the Settings icon in the top right corner.
- Check your phone's settings to make sure that the device itself is allowing push notifications.
- Check that the Neos SmartHome app is up-to-date by going into your device's app store.
- Check that camera's firmware is up-to-date by click into the camera's Live Stream, tapping the Settings cog in the top right corner and scrolling down to Firmware Update. It will either say Update available or Up to date.
- If you are still not receiving push notifications, please contact support using the Live Chat function within the app
What to do if your Neos SmartCam is generating too many or too few notifications:
Too Many
- Open the Live Stream for the camera and allow the connection to complete.
- Tap the Settings cog in the top right corner and scroll down to the alert settings.
- Adjust the sensitivity slider down by 10 (if at 100, change to 90). Repeat this as needed.
Too Few:
- Open the Live Stream for the camera and allow the connection to complete.
- Tap the Settings cog in the top right corner and scroll down to the alert settings.
- Adjust the sensitivity slider to 100 if it is not already. If you begin to receive too many notifications after doing this, reduce the slider by 10 until desired sensitivity level is determined.
If the issue persists, please contact support using the Live Chat function within the app for further assistance.
Neos Boost
Neos Boost is our subscription service that allows you to add additional functionality and features to your Neos SmartCam. It is £2.49 per month and includes the following.
Increased Clip Length
An increase from a 12 second video length, to a 1-minute video length. With the delay between clips being recorded reducing from 5 minutes to 1 minute. Essentially you are upgrading from up to a maximum of 1 hour of footage per day to a maximum of up to 12 hours of footage per day.
Motion Activity Zones
The ability to mask an area within the app that means alerts are only sent to you when motion is detected inside this selected area. It also works in revers and allows you to exclude certain areas, so motion in these areas will be ignored and not trigger an alert.
Security Scheduling
This allows you to set a schedule for the cameras so regardless of whether you use the auto arming function or not, your camera will arm and disarm itself at set times of the day. i.e. arm 11pm at night and disarm at 7am.
At present you can only pay for Neos Boost in your Neos app using the in-app purchasing option, which will charge against the Debit or Credit card set up on your phone / within the relevant app store. We hope to be able to add further payment options down the line.
Currently it’s a rolling monthly payment charged to the Debit or Credit card set up on your phone / app store, but we’d like to expand these options in the future and as soon as we have more information on this, we will share it with you.
Neos Boost is not like many subscriptions’ services, it is not compulsory, and you will not lose any existing functionality you already currently enjoy if you choose not to sign up.
These features were the three most requested by our customers. You our customers are what drives us here at Neos. We really value your input feedback and the community you’ve helped us foster and grow. We wouldn’t have enjoyed the success we have without your help and you play a massive part in shaping the growth and development of our app.
Neos Boost is linked to your user account so simply download the app onto your new phone, sign into your account and all will be restored.
Yes, as long as the primary user has Neos Boost installed. Anyone who has access to your cameras will be able to see longer videos, set Motion Activity Zones and Security Schedules for your cameras. The only person who can access the offer and subscribe / unsubscribe from Neos Boost will be the primary user. If you have been invited to view the camera feeds of someone else, they will be the only person who can set up Neos Boost and will be responsible for paying for it.
The process to cancel your subscription varies depending on your phone type Apple or Android. The primary user can go in to their app settings and select “Manage my Subscription”. From there you will be able to view the next billing date. And receive guided instructions depending on their phone type. Features will turn off once you unsubscribe and you can re-subscribe at any time.
To cancel your Neos Boost Subscription on an Apple iPhone
- Launch your phones Settings App
- Tap iTunes & App Store
- Tap of your Apple ID
- Tap View Apple ID when the pop up appears
- Enter your Apple ID password of fingerprint ID when prompted
- Tap Subscriptions
- Tap the subscription you wish to cancel
To cancel your Neos Boost Subscription on an Android Device
- Open the Google Play Store
- Check if you are signed in to the correct Google Account
- Tap Menu
- Tap Subscriptions
- Select the subscription you wish to cancel
- Tap Cancel Subscription
- Follow the on-screen instructions
Yes, however we have reduced this by 80% to 1 minute for most users. With the increased clip length of 1 minute you could potentially have up to 12 hours of clips uploaded in a 24-hour period. We say most users, as your broadband upload speed may determine that cool-down time. Most broadband routers have an upload speed of more than 1Mbps, which should be adequate to upload your clip to the cloud within 1 minute. But, if your internet connection is unable to finish uploading a clip during the one minute cool-down period, it will be unable to record another until it is finished uploading, so it may take a few seconds longer.
As stated in the terms and conditions you agreed to when signing up to Neos Boost, this is a rolling contract and we can’t cancel and refund it for you. The only person who can cancel the subscription is you and this can be done in the subscriptions section of your relevant app store. For more details on how to cancel please see the Neos Boost settings within the Neos app, or see the question how can I cancel Neos Boost.
You can boost up to 3 cameras per subscription. We reserve the right to increase the price of the Neos Boost Subscription Plan in-line with reasonable usage, where reasonable usage permits up to a maximum of 3 cameras per Neos Boost Subscription Plan. Usage above this level shall incur additional fees for additional Neos Boost Subscription Plans for every additional multiple of 3 cameras.
Home Emergency Assistance
We will pay up to £1000 for all contractors' costs and charges, including parts and materials used relating to the same home emergency.
We will provide a tradesman (up to £1000 for labour and parts) to resolve a home emergency arising from complete failure or breakdown of your main heating system (central heating boiler must be serviced in last 12 months and less than 15 years old); damage or blockage to your plumbing or drainage; accidental failure of your domestic electric or gas supply; loss or theft of the only available key to gain access to your home or vermin infestation.
Insurance
Absolutely not, our claims teams will never ask you about the status of your tech. We provide devices to help customers in the hope it can help prevent or reduce claims. However, if your tech is down for whatever reason and something happens, your insurance still works like a regular policy.
Legal cover can help you with employment disputes such as unfair dismissal or redundancy; disputes over the purchase of goods or services or private sale of goods; a dispute with a neighbour; a claim for injury or death against the person or organisation responsible; an investigation by HMRC into your personal tax affairs; identity theft or defending a prosecution that arises from a road traffic or work-related offence.
This is the maximum value (£) we will pay to repair or rebuild the buildings of your home. You should make sure this is high enough to cover completely rebuilding your home including any professional fees (eg for an architect). This is not the same as your home's market value, which might be higher or lower. You can find further information on rebuilding costs here.
Accidental damage to cables, pipes, septic tanks and drain inspection covers that you are responsible for and that serve your home - as well as fixed glass and sanitary fittings, including baths, shower trays, shower, screens, bidets, wash basins.
Call us directly on 0203 210 3000 in the event that you need to make a claim. Our claims phone line is open 24/7.
You can call us on 0203 210 3000 to talk with a member of our customer services team Monday to Friday from 08.00 - 19.00, or on Saturday from 09:00-17:00.
Our policy wording and policy schedule documents contain all the info about what’s covered. Alternatively, call us on 0203 210 3000 to talk with a member of our customer services team Monday to Friday from 09.00 - 17.00
Absolutely not. Our promise to you as a customer is that data collected from your home will never be used against you when paying claims, it's as simple as that.
Neos Ventures Limited is authorised and regulated by the Financial Conduct Authority (FCA)- the independent body who regulates firms working in financial services. You can find us on the Financial Services Register online: Reference no. 752145. Being authorised and regulated by the FCA means we have to conduct our business to the highest standards and adhere to the regulations that are in place. This helps us to be transparent and fair to our customers.
Discontinuation of Neos Smart Home Insurance
No, whilst you have an active insurance policy with us all our services will be available to you. The only change which you may have experienced is a request to move from our legacy Neos Insurance app to our Neos SmartHome app so you can continue to use your tech free of charge after your policy has ended with us.
Yes. We will continue to honour claims and any existing new business quotes.
Insurance Contact Information
- Swinton Renewal – 0161 6697403
- Insurance Policy Service – 0203 210 3000
- Start or Discuss Claim – 0345 307 8576
- Home Emergency – 0345 601 3353
- Legal Cover – 0117 917 1698