I never received a resolution, and just gave up on seeing the recordings I couldn’t access. But, everything has worked fine going forward.
I did hear back from their tech support a week or so later, but to help me, they needed a bunch of info I didn’t have time to provide:
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Camera model - (Home, Dome, Kami)
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Your Phone Model - (ex. Samsung Galaxy)
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Your iOS/Android version - (This can be found in your phone setting).
For iOS, go to Settings > General, then tap About “Software Version”
For Android, go to Settings > System, then tap About phone “Android version” -
Your YI Home and Kami app version -
For the YI Home app, tap Discover > scroll down then tap “About”
For the Kami Home app, tap Discover > scroll down then tap “About” -
Your Camera ID - (Can be found in “Camera Setting” > “Camera Name”. Camera ID found on the top line)
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YI app login account - (e-mail used for logging into our app)
Good luck!