Signed up for Cloud and can't download

Community Support
#1

Hi. I purchased YI Cloud - 5 cameras - 15 day rolling - 12 months and received an email that has a link where I can “download your digital products from” transactions.sendowl.com/orders.

Unfortunately I have tried twice to download it and it doesn’t work and now it say’s I only have 1 download remaining which worries me that that won’t be successful either and I will be out of downloads.
I have contacted support but haven’t gotten a response other than email saying my "request (491381) has been received .

Anyone have any tips on how to make this work or should I continue to wait for support?

Thanks very much…john

#2

Hello @Jrork, the Cloud subscription is a service that you can access through the YI/Kami Home application. Download the application on Google Play Store or App Store.

#3

Kami_Nick. Thank you for the reply. I have downloaded the Yi and Kami home apps and while my cameras are all there, it still suggests that I don’t have a active subscription that is associated with what I purchased on 12/1/20.

#4

I stand corrected. It appears to be working so what ever you or support did worked. Thank you very much

1 Like
#5

Great to hear that it’s working now. Thanks for reaching out! :slight_smile:

2 Likes
#6

Well,the cloud doesn’t seem to be working @Kami_Nick. When I watch a video it shows 6 seconds and then says to watch more, unlock my secure backup. When I click on it, it offers me options to buy it (which I just did a couple weeks ago. Here is the details

Purchased the 1 year subscription on 12/1.2020. Order #YI-24649. Paid by Paypal
Received an email from SendOwlDownload acknowleging receipt of payment and enclosed was a link.
I tried the link on three different devices with no success. The link is now expired as they only allow 3 downloads.
After the first two download attempts, I sent a message to Support on 12/1.2020 that I was having trouble and was scared to try the last download due to the limit of downloads. Service request 491381
Since I didn’t hear back within the 24 hours they said it would take, I tried the last download on my Mac laptop. It also didn’t work and now the link shows it’s expired.
Following that, I opened up another service request 492166
I decided if maybe I needed to act like I wanted to buy it yet again and went thru the process but canceled out as I didn’t want to buy it twice.
I’ve installed both the YI (that app was on my phone already from before) and the Kami app.
Both work but they show “expired” on the cloud.
I’ve attached some screen shots from my email account. Please help as we have enjoyed out

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#7

It’s fixed. As part of the original email there was a 18 digit code. That needed to be punched into the Cloud. Without the directions I would never have figured that out but a “Jennifer” in support and she walked me through it. Thank you everyone

1 Like
#8

Glad to hear that @Jrork! :slight_smile:

#9

What are you supposed to do when the 18 digit code you got doesnt work? I tried to contact support for days now but they dont seem to understand and i get totally unrelated answers like: do you need help with your cameras? This is ridiculous

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