Secure+ Service Plans FAQs

  1. What are Swann's Secure+ 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 Secure+ 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 wired systems using the Swann Security app compatible with Secure+ Service Plans?
    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?
    Secure+ 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 Secure+ 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 Secure+ 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 members get a free trial period?
    All members get at least 30 days free when they subscribe.
  20. What if I’m not satisfied with my Secure+ 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 members 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 Secure+ service plans?
    Online on this page https://www.swann.com/swann-security-subscription-terms
  1. What types of Secure+ Service 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?
    Secure+ 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 members 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 plan renews into a new period?
    • For monthly members: no notification will be sent prior to the plan auto-renewing at month’s end
    • For annual members: a notification will be sent a month prior to auto-renewal at year’s end
  11. Can I cancel my subscription at any time?
    Yes
    • If monthly members cancel during the 100 day free trial (including the standard 30 day trial) they are not charged but if they cancel after the conclusion of the free trial period they are not entitled to a refund for that month’s fees.
    • If annual members 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 during 100 day free trial = no charge
        Cancel in 1st month after free trial = charged $4.16, receive back $45.74
        Cancel in 5th month after free trial = charged $20.80, receive back $29.10
        Cancel in 11th month after free trial = charged $45.76, receive back $4.16
        Cancel in 12th month after free trial = charged $49.90, receive $0 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 1-7 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 Secure+ Service Plan?
    Members 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 1-7 days rolling cloud storage.
  3. How are the days of rolling cloud storage calculated & what’s 'fair use'?
    Swann Wireless and Powered Wi-Fi cameras are not designed for continuous recording. They are intended to specifically record true motion around the camera with minimal false triggers. 60 days is calculated based on 'fair use' of up to 200 clips of 10-60 seconds duration each day and camera.
  4. What if I exceed the ‘fair use’ terms?
    Swann Wireless and Powered Wi-Fi cameras are not designed for continuous recording. They are intended to specifically record true motion around the camera with minimal false triggers. If you exceed the fair use quantity for the upload of clips you may experience delays in uploading or downloading clips. Furthermore, where Swann deems this use to be excessive, it may, at its option, reduce the camera sensitivity so that each camera is recording fewer false events.
  5. What is device backup?
    Some Swann Wireless and Powered Wi-Fi Cameras are able to backup clips onto the camera for a limited time where a network connection has become interrupted. Once the network is restored, the clips stored on the camera are uploaded to the cloud and can be accessed like other clips
  6. How long can a camera record as a local backup?
    Cameras have very limited local storage. Depending on the clip duration and frequency, typically up to 2 days of local backup is available.
  7. How to I access local backup?
    Local backup cannot be directly accessed. The idea is that the camera provides this service while its network connection is interrupted. Without a network connection, the camera cannot be accessed. However, once the network is restored all backed up clips are uploaded to the cloud and can be accessed using the Swann Security app ‘Playback’ section.
  8. Are all Swann devices compatible with the Cloud service?
    No. It is only included in Secure+ plans 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 nor Secure+ Service Plans
  9. 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.
  10. 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 Secure+ Service Plans?
    Yes. If your product meets the conditions for Extended Warranty, including that you commence your membership within 6 months of the date of purchasing the device (wireless, powered Wi-Fi Camera or wired system) or devices you are subscribing for. If the device is not subscribed to a Secure+ Member Plans within 6 months of purchase, Extended Warranty will not apply and only the standard 12 month warranty (from the date of purchase) applies.
  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 36 months with an active membership / subscription. The period of 36 months for Extended Warranty begins from the purchase date, NOT the date of membership / subscription commencement.
  3. What happens if I stop being a member?
    The extended warranty period is only valid while you are a member. If you 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. You need to retain a copy of your proof of purchase to make a warranty claim.
  5. What do I do to claim extended warranty?
    If you are a member of a Secure+ Service Plan for the device in question, you fill in the online form to claim. You must be able to show fair use as outlined in Swann’s terms of service and have proof of purchase. 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 member 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 member of a Secure+ 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 members 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 member to one of Swann’s Secure+ 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 member, 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-members?
    Not normally. Most offers, deals and discounts will be exclusive to members of the Secure+ 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 members are always looked after with the best deals and extra peace of mind.