Smart Service Plan Subscription FAQs

  1. What are Swann’s Service Plans?
    An optional chance for you, as a Swann customer, to have additional services for extra peace of mind and greater security at your home and/or work.
  2. How do I access the Service Plans?
    You have to subscribe, by first being having the Swann Security app, with your own username and password connected to a Swann Security product(s) or device(s).
  3. Can anyone subscribe?
    Yes. As long as you are using the Swann Security app connected to a working device, camera or system.
  4. What products are compatible?
    Any Swann products (both Wi-Fi and wired) using the Swann Security app ecosystem are eligible.
  5. Are all Wi-Fi products using Swann Security included?
    No. Swann’s Tracker Security Camera is the only Wi-Fi Camera using the Swann Security app that is not compatible at this stage.
  6. Are all wired systems using Swann Security compatible with Service Plans?
    Yes. Both Swann’s DVR and NVR systems. However, wired systems are not eligible for all the same services as Wi-Fi Cameras. See more details on this web page.
  7. What types of plans are there?
    ExtraSecurity is the single device plan (priced for 1 or 2 devices), CompleteSecurity is for 3-10 devices.
  8. What does Swann consider to be a ‘device’?
    Wireless and powered Wi-Fi cameras and complete wired systems are considered devices.
  9. What payment options are available to me?
    For both types of plans (ExtraSecurity and CompleteSecurity) you can pay monthly or annually.
  10. What countries can I subscribe from?
    Smart Service Plans are only available in USA, Canada, Mexico, Australia, New Zealand, Japan, UK, Italy.
  11. What services are included?
    • For Wi-Fi devices there are 6 services including Cloud Video Recording, Smart Analytics & Alerts, Rich Notifications, Extended Warranty and Insurance Coverage. In the USA, Australia and the UK, where Swann offers ecommerce on its website, Swann.com, there are also Exclusive Offers online
    • For Wired systems (each system is considered a device) there are 3 services including Extended Warranty, Insurance Coverage, and Exclusive Offers on Swann.com in US, Aus, UK only
  12. Are all services available in my region?
    Yes. If you are based in the USA, UK and Australia. Outside of those regions Exclusive Offers on Swann.com are not available.
  13. Are all services available now?
    Yes. There will be more services added over coming months. If you subscribe now your subscription will automatically be updated to include these services in your region.
  14. Is Face Recognition included in Smart Service Plans?
    No. Face Recognition (identifying specific people of interest that you nominate) is not currently included as part of the service plans on any of the included products. Some Swann Wireless devices and high-end NVR recording systems include Face Recognition as a free service. Also, note that almost all Swann cameras include Face Detection (the system is triggered by the shape of a face) as part of their True Detect features.
  15. What do I need prior to subscribing?
    A compatible and paired Swann device/product(s), broadband internet connection with upload speed of at least or greater than 1Mbps, working Swann Security account with your username and password, valid credit card (Mastercard, Visa, Amex accepted in most regions). Amex is not accepted in Australia and NZ.
  16. Can I vary my mix of subscription service plans?
    Yes. Click on the ‘Sign Up’ button on the web page to visit the subscription portal online or directly click on https://subscriptions.swannsecurity.com/login. You will need your Swann Security username and password to log in.
  17. Are subscriptions transferrable between devices?
    No. Subscriptions are applied to specific devices and are not transferable between multiple devices unless they are part of the CompleteSecurity plan, but CompleteSecurity still applies to specific devices using the Swann Security app.
  18. How does Swann know which devices I have subscribed?
    Each of your devices is linked to your Swann Security account, which captures the subscription plan you have chosen for that device.
  19. Do subscribers get a free trial period?
    Yes. All Subscribers get 30 days free when they subscribe
  20. What if I’m not satisfied with my smart service plan?
    You can cancel at any time. If you cancel during the first 30 days you will not be charged. Normally if you cancel after the first 30 days you will incur a charge for the first period of your subscription (an exception to this is if you have a second month free coupon).
  21. Do subscribers have to put their credit card details in at the time of subscribing?
    Yes, but they are not charged until the start of month 2 or the conclusion of their free trial period.
  22. Where can I learn more about Swann’s subscription services?
    Online on this page https://www.swann.com/swann-security-subscription-terms
  1. What types of plans are there?
    ExtraSecurity is the single device plan (priced for 1 or 2 devices), CompleteSecurity is for 3-10 devices.
  2. What does Swann consider to be a ‘device’?
    Wireless and powered Wi-Fi cameras and complete wired systems are considered devices.
  3. What payment options are available to me?
    For both types of plans (ExtraSecurity and CompleteSecurity) you can pay monthly or annually.
  4. What countries can I subscribe from?
    Smart Service Plans are only available in USA, Canada, Mexico, Australia, New Zealand, Japan, UK, Italy.
  5. Do the prices include tax?
    Yes, as per the way Swann normally treats pricing in your market ie for sales tax, VAT, GST etc
  6. What if my credit card expires?
    It’s up to you to update the portal with your new card’s details
  7. Can I pay in app or via iTunes?
    No. You have to subscribe and pay via the web page.
  8. Why would I choose an annual payment plan?
    Annual subscribers pay a discounted rate for their 12 month subscription eg $4.99 monthly v $49.90 annual.
  9. What payment methods are accepted?
    You can pay by any of the major credit cards including Mastercard, Visa, Amex. Note: Amex is not accepted in Australia and NZ
  10. Will I be notified before my subscription renews into a new period?
    Yes.
    • For monthly subscribers: a notification will be sent prior to the subscription auto-renewing at month’s end
    • For annual subscribers: a notification will be sent a month prior to auto-renewal after 13 months
  11. Can I cancel my subscription at any time?
    Yes
    • If monthly subscribers cancel during the 30 day trial they are not charged but if they cancel in month 2 they are charged the proportion of their monthly fee after pro-ratering.
    • If annual subscribers cancel they will be reimbursed a pro-ratered amount based on the number of days still remaining on their subscription
      • For eg $49.90 annual fee
        Cancel in month 1 = no charge
        Cancel in month 2 = charged $4.16, receive back $45.74
        Cancel in month 6 = charged $20.80, receive back $29.10
        Cancel in month 12 = charged $45.76, receive back $4.16
        Cancel in month 13 = charged $49.90, receive $2 back
  12. Full terms and conditions exist here: https://www.swann.com/us/swann-security-subscription-terms
  1. What is Cloud Recording?
    Most Swann Wireless and Powered Wi-Fi Cameras store video clips in the secure cloud for a rolling 7 days. You can access those clips at any time for viewing and/or downloading.
  2. How is Cloud Recording different if I subscribe to a smart service plan?
    Subscribers get to store more clips for longer in the cloud. You will enjoy 60 days rolling of clips and still images (depending on your device) saved to Swann’s secure cloud instead of the usual 7 days rolling cloud storage.
  3. What if my device has longer than 7 days normally, such as 14 days for certain Floodlight Camera models – do I get longer than 60 days by subscription?
    No. 60 days rolling is standard. We have found that is plenty of time to save clips of activity.
  4. How is the 60 days of rolling cloud storage calculated?
    60 days is calculated based on fair use of 10 clips of 10-60 seconds duration each day.
  5. Are all Swann devices compatible with the Cloud service?
    No. It is only included in subscription for wireless and powered Wi-Fi devices. It is not compatible with wired systems, although some wired systems have the ability to save to Dropbox or network as part of their free offering. The Tracker Security Camera is not compatible with cloud recording.
  6. How do I access clips saved to the cloud?
    Via the Swann Security app on your mobile device you can retrieve clips stored in the cloud by day and hour.
  7. Are clips any length?
    Clips are only as long as your device will allow, typically that is no longer than 60 seconds per clip.
  1. What are Smart Analytics and Alerts?
    Your Swann Wireless Camera or Wi-Fi Camera can sense the heat and movement vehicles and pets to send an alert or notification to your mobile device.
  2. Will Face Recognition be included as part of subscription on all devices?
    No. Face Recognition is coming soon for subscription on powered Wi-Fi devices. It is included free already on wireless devices and some wired systems (such as Professional Series NVRs).
  3. Are all Swann devices compatible with Smart Analytics and Alerts?
    No. Only powered Wi-Fi and wireless devices are compatible with these alerts for subscription. However, wired systems are also able to receive some alerts as standard due to their cameras’ True Detect heat and motion sensing.
  4. Will I receive alerts automatically if I subscribe?
    You will need to configure your phone to receive notifications for the Swann Security app in the Settings menu of your phone. The number of alerts depends on the activity detected and the sensitivity settings you choose within the app.
  5. Can I vary the sensitivity of what triggers a smart alert?
    Yes. Within the app’s settings menu per device.
  6. Will the camera be triggered by my pet or a small animal like a mouse?
    No. You can vary the sensitivity of the activity detection.
  7. Does my camera recognize license plates?
    No. Vehicle recognition is based around an algorithm around the shape of the vehicle.
  1. What are rich notifications?
    Rich notifications are a notification or alert to your mobile device with a thumbnail image attached for quick and easy identification
  2. What’s the advantage of a rich notification?
    With an image attached you can quickly discern what’s happening and what action you want to take
  3. Can rich notifications and Smart Alerts appear over my phone’s lock screen?
    Yes. It’s a good way to know what’s happening even when your phone is off or ‘locked’ as the notifications can appear accompanied by a sound to alert you to important activity. You can vary this in your phone’s settings menu.
  4. Are all Swann devices compatible with Rich Notifications?
    No. It is only included in subscription for wireless and powered Wi-Fi devices. It is not compatible with wired systems.
  5. Will I receive rich notifications automatically if I subscribe?
    You will need to configure your phone to receive notifications for the Swann Security app in the Settings menu of your phone. The number of alerts depends on the activity detected and the sensitivity settings you choose within the app.
  1. Are all Swann devices compatible with Extended Warranty via Smart Service Plans?
    Yes. If your product meets the conditions for Extended Warranty, including that your subscribed device (wireless, powered Wi-Fi cameras or wired system) is within its original 12 month warranty period at the time of subscription
  2. How does subscription affect Swann’s standard manufacturer’s warranty?
    Swann offers a 12 month’s manufacturer’s warranty on all devices and complies with all statutory and legal requirements in relation to warranty in your region. Swann extends its warranty to 24 months with subscription.
  3. What happens if I stop being a subscriber?
    The extended warranty period is only valid while you are a subscriber. If your discontinue your subscription, you can no longer claim an extended warranty.
  4. Is there a process for warranty claims?
    Yes. As outlined on Swann.com, extended warranties are handled as part of Swann’s standard warranty claim process.
  5. What do I do to claim extended warranty?
    If you are a subscriber to a smart service plan for the device in question, you fill in the online form to claim. Your inquiry is then forwarded to Swann’s warranty department in your region who process the claim according to the agreed warranty process for that region.
  1. Are all Swann devices compatible with Insurance Claims?
    Yes. If you are a subscriber and you are able to satisfy the conditions for Insurance Claims including a valid police report, Swann will replace that device with an equivalent one, free of charge.
  2. What if one camera from my wired system is stolen?
    Swann will endeavor to replace that one camera, not the whole system.
  3. How do I make an insurance claim?
    You must be a current subscriber to a smart service plan, then fill in the online form to claim. The inquiry is forwarded to the warranty department in your region who processes the claim according to Swann’s insurance claim process.
  4. Does insurance cover other incidents, such as fire, other damage, wear and tear?
    No. Insurance is there for when subscribers have their device stolen and can prove that with a valid police report.
  5. What if I don’t have a valid police report?
    Swann will not be able to replace your device. You may still have coverage under your standard home and contents insurance policy if you have one.
  1. Are all Swann devices compatible with Special Offers on Swann.com?
    Yes. If you are a subscriber to one of Swann’s smart service plans and are located in the USA, UK or Australia, you are able to take advantage of exclusive offers, discounts and special deals.
  2. Why is this service only available in the USA, UK and Australia?
    It is tied to the ecommerce stores on Swann.com and only those countries have a SwannStore.
  3. I don’t live in the USA, UK and Australia can I get special offers on Swann.com?
    No. Unfortunately we cannot support you with special offers at this time.
  4. What if another country added ecommerce?
    Yes. That could change things but for now it is only available in the USA, UK and Australia.
  5. As a subscriber, how will I know what the offers are?
    Once you have activated your subscription Swann will communicate special offers to you via email.
  6. Will these discounts and offers be available to non-subscribers?
    Not normally. Most offers, deals and discounts will be exclusive to subscribers of the smart service plans.
  7. Will these discounts and offers be in addition to other offers on Swann.com?
    It depends. Some offers will be able to be combined with advertised offers on Swann.com and some others may be considered a one-off or separate.
  8. Will there be discounts and offers on other websites?
    That is a possibility as we develop our service offering. Our goal is to ensure our subscribers are always looked after with the best deals and extra peace of mind.