24/7 Support

You have started a conversation with 24/7 Support

Wednesday, 1:08 AM

Rebecca · Support: Good evening, this is Rebecca. How can I help you?

Danny: hey, you guys charged me $14.99 for a plan I never signed up for

Danny: I only have one camera in the living room and I'm on the free plan

Rebecca · Support: One moment, let me check your account.

Rebecca · Support: I see that the Guardian plan was activated on June 3rd at 4:12 AM, from your own home address.

Danny: I was asleep at four in the morning

Rebecca · Support: The Guardian plan activates automatically when the system detects recurring activity in an area not covered by a camera.

Danny: I don't understand what you're saying

Rebecca · Support: Your bedroom sensor logged 41 activations that night, between 2:00 AM and 5:00 AM.

Danny: I don't have any sensor in the bedroom

Danny: I have one camera in the living room and that's it, nothing else

Rebecca · Support: Please give me a moment.

Rebecca has left the conversation

Nestor (Level 2) has joined the conversation

Nestor · Level 2: Good evening. This is Nestor. The ticket was escalated to me. I've reviewed your setup.

Nestor · Level 2: You have two devices linked to your account. The living room one and a VG-2 Mini that was registered on June 3rd.

Danny: I didn't buy any VG-2

Nestor · Level 2: There's no purchase record. It shows as registered.

Danny: so where is it installed?

Nestor · Level 2: 2.4 meters from your router. Approximately two meters high. North-facing.

Danny: that's the crawlspace above the hallway

Nestor · Level 2: Correct.

Danny: I'm going to go check