Need a little help?
Below you should find the answers you are looking for. If not, please get in touch with a member of our friendly Customer Support team, either by calling us, email or over our live chat.
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Changing Your Router To a 2.4Ghz Frequency
Changing Your Router To a 2.4Ghz Frequency
If you have an SD card inside the camera, this will need to be removed while the camera is powered off.
- Remove the camera from the app by holding down the icon of the camera you wish to remove. Once you have selected the relevant camera(s) select “remove” at the bottom of the page.
- Reset the camera using the small re-set hole button. (See individual product quick start guides for instructions on how to reset).
- Add the product as if you were setting up for the first time, inputting your new routers details. (See individual product’s quick start guides for instructions on how to add your device)
My broadband is on a 5GHz, how can I set this to 2.4GHz?
If you have checked the router password is correct then please try the following:
1. Reset the router – To do this, turn the router off and allow it to power down for 10 minutes. Turn the router back on and once the WiFi is back online go through the steps to get the camera connected.
2. Wireless frequency – Most routers nowadays are dual brand routers which means customers have access to 2.4 and 5 GHz. Get in contact with your broadband provider and change your router so that only the 2.4 GHz network is turned on or you can request for a ‘Split‘, meaning anything that is already connected to your 5 GHz will not be affected by anything that will then be connected to your 2.4 GHz.
Reset your router using the instructions above to implement the change.
I’ve Changed Router and Now My Camera Isn’t Working.
If you have changed routers, follow these steps to connect your device to the new router.
If you have an SD card inside the camera, this will need to be removed while the camera is powered off.
- Remove the camera from the app by holding down the icon of the camera you wish to remove. Once you have selected the relevant camera(s) select “remove” at the bottom of the page.
- Reset the camera using the small re-set hole button. (See individual product quick start guides for instructions on how to reset).
- Add the product as if you were setting up for the first time, inputting your new routers details. (See individual product quick start guides for instructions on how to add your device)
I Need Help Setting Up My Camera
Oscar Outdoor Security Camera
Click here for help setting up your Oscar Outdoor Security Camera.
View our Oscar set up video:
https://youtu.be/04FHRyRabrs
Olivia Indoor Security Camera
Click here for help setting up your Olivia Indoor Security Camera.
Sophia Indoor Security Camera
Click here for help setting up your Sophia Indoor Security Camera.
Bella Smart Video Doorbell
Click here for help setting up your Bella Smart Video Doorbell.
Luna Outdoor Floodlight Camera
Click here for help setting up your Luna Floodlight Camera.
Ava Battery-Powered Outdoor Security Camera
Click here for help setting up your Ava Outdoor Battery-Powered Security Camera.
Mia Smart Baby Monitor
Click here for help setting up your Mia Baby Monitor Camera.
Noah Smart Home Alarm
Click here for help setting up your Noah Smart Home Alarm System.
Ella (White & Colour) Smart Bulb
Click here for help setting up your Ella White and Colour Smart Bulb.
Ella (White) Smart Bulb
Click here for help setting up your Ella White Smart Bulb.
Arthur Smart Plug Socket
Click here for help setting up your Arthur Smart Plug Socket.
Bella Video Doorbell
Does the doorbell need to be plugged into power at all times?
The
doorbell can be operated with low consumption rechargeable batteries
(included) or even connect to your existing doorbell 12v AC wiring for
non-stop mains power.
How long do the batteries last?
Based on 10 activations a day you will get 3 months use before you need to recharge. You can set the App to notify you when the battery reaches a certain level.
How does the doorbell record?
The doorbell will record when it detects movement or when the button is pressed.
You can either store the footage onto an SD card or you can sign up to the cloud storage.
What if I want to connect the doorbell to mains power but do not have an existing doorbell?
You will need to connect the doorbell using a 12 – 24 volt AC transformer.
Can I have more than one doorbell connected to the App?
Yes of
course. The Clan app allows you to connect multiple devices from the
video doorbell to security doorbells and even an alarm system. All the
devices we have to offer on our website can all be accessed using the
Clan App.
I have gone through the setup and it has not connected.
If you have checked the router password is correct then please try the following:
Reset the router – To do this turn the router off and allow it to
power down for 10 minutes. Turn the router back on and once the WiFi is
back online go through the steps to get the doorbell connected.
Our devices require a 2.4GHz WiFi frequency connection. The majority
of routers nowadays are dual-band routers, meaning you should have
access to both 2.4 and 5GHz. Newer routers can sometimes default to
5GHz, in this case, you should get in touch with your broadband provider
and advise them that you require access to both 2.4 and 5GHz, this can
usually be done there and then on the phone. Another option is to ask
your provider to switch your 5GHz off for a few hours so you know that
you are definitely connecting to 2.4GHz.
I have set up the doorbell how do I now share access with my family?
There are
two ways you can follow to share access to the doorbell. If you would
simply like to share the live feed please follow the instructions on
page 17 in the User Manual above.
If you would like to share full access please follow the information on page 15.
How do I see my doorbells on the PC?
Using Google Chrome please visit this site here.
In the “Clan at Home” app, click on “Me” in the bottom right hand
corner and then on the icon on the top right hand corner that looks like
a square with a line through it, a scanner will appear.
Then simply scan the QR code on the computer screen with your phone.
You may need to change your settings to enable “sites that can always
use cookies” and “Including third-party cookies on this site” in
Google.
I've had a new router installed and my camera isn't working.
If you have an SD card inside the camera, this will need to be removed while the camera is powered off.
Remove the camera from the app by holding down the icon of the
camera you wish to remove. Once you have selected the relevant camera(s)
select “remove” at the bottom of the page.
Reset the camera using the small re-set hole button. (See individual
product quick start guides for instructions on how to reset).
Add the product as if you were setting up for the first time,
inputting your new routers details. (See individual product’s quick
start guides for instructions on how to add your device).
How do I get Cloud service for more than one doorbell?
Simply go into the App and click on “Me”. Go into “More Services” and you will see the option “Cloud Storage for Doorbells”.