Home / Support

Documents

Product Warranty

Download our App

iOS 8 or later

Android 5 or later



Have Questions?

Please review our tabs below for common questions, or to submit an online ticket.  

Otherwise, please call us between 9am and 6pm PST at (415) 936-3628.  We're happy to help!


  • Installation and Usage  
  • Network Connection FAQs  
  • Garager2 Installation and FAQs
  • Cloud Recording FAQs 
  • Alexa and Google Assistant  

How do I add a device?

 1.) Make sure your phone is connected to a 2.4Ghz WiFi Bandwidth network for the set up process

 2.) Create an account and login to the Alcidae App 
 3.) Select the “+” button on the app to add a device 
 4.) Select which device you are trying to add 
 5.) Confirm your WiFi is a 2.4Ghz network and input your correct WiFi password, then click next. 
 6.) Wait for the app to search through the WiFi and find your camera  
 7.)  Once found, select the “add” button and name your device  
 8.) After all these steps are completed, your camera live feed should be showing on the home screen of the app.

How do I reset my device?

  1. In order to reset the device please locate the button in the back of the camera, usually next to “reset” or “set”. 
  2. Press and hold the button for 10 seconds, until the camera says, “reset success”. 
  3. After this the camera LED should go from steady red to blinking red. This means the camera is searching for a network to connect. Then it’ll blink blue meaning it is trying to connect. 
  4. After it is added successfully the light will be a steady blue light, meaning it is now connected.

How can I change motion and sound alerts?

 You can change the sound and motion detection sensitivity levels by  

 1.) Opening the app and pressing on the still image of the camera to open up Live View In Live View, 

 2.) Press the Gear icon on the top right corner of the app 

 3.) Then press on Security Settings to access and modify sound and motion detection sensitivity levels 


 Low sensitivity detects large objects (people or animals)High sensitivity detects small objects (insects)

 *Be sure that all app permissions and notifications for the Alcidae app are allowed


How do I share my device with another user?

To Share your Devices with another user, the user must first download the App and create an Account within the App. 

On the Main Account's Device 

1.) Once the user has created an account, go to the home screen of the App 

2.) Press the profile tab on the bottom right 

3.) In Profile, Press Share 

4.) Press Add User/Share a Device 

5.) Press Manual input (you may need to allow Camera access for this screen to appear) 

6.) Then enter the user's email/phone that they used to create their account 

7.) Select devices you want to share with the user, then press Share 

On the Shared Account's Device 

8.) Press the profile tab on the bottom right  

9.) In Profile, Press Messages 

10.) Press System Messages 

11.) Press Accept for all the devices you want to add to your Account


How do I remove/ unshare my device with another user?

  1. To remove user, go ahead and open the Alcidae app 
  2. Then on the home screen click on the profile tab on the bottom-right hand corner 
  3. Then it will open a menu with different choices, from here click on the “share” menu. 
  4. After you enter the “friends” menu you should see the second user’s account, go ahead and swipe left. It should give you an option to remove them from access.Click on the remove option and they should not have anymore access to your devices. 

How do I remove a device from app?

To Delete the Camera from your account (or release the camera from your account):

Login using your old account (old phone number or email address) 
Press on the still image of the camera you want to delete (this will open Live View) 
Press the gear icon on the top right (the phone/tablet must be in vertical position) 
In the Device Settings screen, Press the Delete button on the bottom of the Screen 
After Releasing/Deleting the Camera, you can pair the Camera to another account. 
 
Alternatively, we can release the device, once you submit a ticket and provide the old phone number or email address that is linked to the camera.
Please unplug the device so we can release the device (You must have physical access to unplug the camera, the camera has to be turned off and offline for us to release the camera)

What type of Wi-Fi router do I need?

Your Wi-Fi router must meet this specification: 802.11 b/g/n, 2.4GHzwith WPA2 or WPA Security. 


How do I know if my Wi-Fi is 2.4GHZ or 5GHZ?

Usually your WiFi Network will have a Network ID or (SSID) assigned to eitherthe 2.4Ghz or 5Ghz frequency.

Ex: customerwifi and customerwifi-5G

If this is not the case, please refer to our 

Router Compatibility Guide

What do I do if I recently changed my WiFi network settings (name or password)?

Be sure that your phone is connected to the new WiFi network that is using the 2.4 Ghz network connection. Unplug and replug in the camera power source just as if you are setting up a new camera. Hold down the reset button for 5 seconds until you hear a “WiFi reset success voice prompt” or when you see the indicator light blinks/flashes blue. Log into your Alcidae App to add device (hit the plus button at home page) and it should be able to locate the camera using the new WiFi settings within a few minutes.


After I set up my camera, does my phone need to stay connected to 2.4?

Nope. This is simply for the set-up process.


Do you currently offer a web, PC or mac version?

No.  At this time, we only offer apps for android and ios devices.


How do I install Garager?

If you can't install the Garager properly after hitting the installation button on app: 

1.) Does the Garager show an indicator green light? 

If the green light is not lit, the connecting cable is not connected to Garager correctly or the hardware has a problem, please try to insert the cables into Garager fully by further pushing it towards the end. 

2.) If the green light is on, check the light on the wall switch and press the wall switch to see if the door can be opened or closed. When you click the open/close button at the button of app, you should hear two click sound within the machine. If you heard the click sounds, the relay is operating normally and this excludes the influence of the internal magnet. 

3.) we would need to verify the GDO compatibility. You can use the original small wall switch of the motor to operate the garage door switch then re-do the pairing process (don't reset device or power off just re-do the pairing process). If still fails this means that the device is likely not compatible with the motor. Please contact us for additional help!

4.) If the wall switch in step 2 does not work properly or you only hear one click, you can try to power off the Garager, take it off any metal railings or magnetic surface and re-do the pairing process. If then the device is then paired, it is because of the magnetic interference between the relay and the device. After the pairing process is completed you can reattach it to any surface you want.


How do I know if my garage door opener is compatible?

Garager is compatible with most motor brands and models. (Ex: PowerDrive, Accessmaster, Chamberlain, Liftmaster, WhisperDrive, Craftsman, Genie..etc)


Please use compatibility checker tool below to double check on your motor's ability to work with Garager. 


If it's on the list it works! We are still frequently updating the list, please reach out to us at support@alcidae.com if you need help! 


What should I do if my WiFi does not reach my garage?

There are a few ways to resolve this issue. Please consider buying a WiFi extender or repeater dependent on your WiFi infrastructure. Additionally, please pair your Garager device with the application while in close proximity to the router and only after successfully pairing the device with the app, try and test the WiFi connection in your garage.


Do I need any tools for installing my Garager?

You will need a small Flathead screwdriver as well a tool to strip the plastic casing off of the end of the Garager wiring.


Can Garager2 be used with Amazon Alexa or Google Assistant?

Yes, Garager2 is compatible with both Amazon Alexa and Google Assistant. You can control your garage door with voice command through Alexa or Google Assistant-enabled devices.


Here is the Garager2 Guide for Amazon Alexa  and Google Assistant:


How much is the cloud service and what does it offer?

The cloud service is $5/device/month charged to a credit/debit card or a PayPal account. With cloud service, sound and motion notifications are linked to recorded video as they occur. We offer a 30 day free trial period for 1 device per account. 


Once subscribed to cloud service, your camera will continuously record video to the cloud for 7 days. After the 7th day the recorded video is wiped from our servers. 


Once you receive notifications for sound or motion events within the App, you will have access to 7 days of recorded video for those events. 


We Offer Secure TLS, Amazon Cloud Service so your video recordings are very safe and secure.

Can I retrieve videos prior to having a cloud subscription?

For security Reasons, we do not store video footage prior to a cloud subscription. Therefore, if you subscribed to cloud service at any point after an event, we will not be able to retrieve video footage for that event.


We will only be able to retrieve video footage at the time of and during a valid cloud subscription. Unfortunately, if the cameras were offline or were not able to connect to our cloud servers during the cloud subscription, there will be no recorded video footage during the outage, and there will be no way for us to retrieve video recordings. We apologize for the inconvenience., 

How do I request a cloud video recording?

To request a video recording that is stored in your 24/7 cloud subscription email us at support@alcidae.com and provide the following information: 


Subject: Cloud Video RequestCloud recording time: YY/MM/DD from 0:00AM- 0:00PM Time Zone.     *Include exact dates and times*

User ID (the phone number or email address used to sign into the app): 

Device ID (or name of the camera you need the recording from):

How do I change payment method?

To change payment method, follow these steps:

  1. Open the Alcidae app, click the profile tab at the bottom-right of the screen, 
  2. Select “Subscribe” from the menu, then press the “View” button next to the camera
  3. Select “Change Payment Method” at the bottom of the screen, here you can either add another PayPal account or credit card,
  4. Once the new payment method has been added, proceed to change the payment method by selecting your newly added payment method under the “Recent” section.

How do I unsubscribe from cloud service in the app?

To Unsubscribe from Cloud Service: 


Open the App or Navigate to the Home Screen 

On the Home Screen press on the Profile icon 

Press on Subscribe Select the device/camera you want to unsubscribe from cloud service 

Then select Unsubscribe 


If you are having trouble cancelling your subscription through the app, please contact us at (949) 387-2267, we are open Monday-Friday from 9am-6pm Pacific Time.

Do I need to subscribe to cloud service to have my camera operating?

No it is not required for you to subscribe to cloud service. Without the cloud service you will still be able to view live footage, save live footage, two way audio, access share and receive motion/sound detection. However with the cloud subscription you would have 7 days of cloud video backup/playback in place and all the motion/sound detected event clips.

Alexa Skills

Alcidae Cloud Cams 

Locate and enable the “Alcidae Smart Home” skillset : https://amzn.to/2EpJzs4 

Log into the authorization page with your Alcidae account and be sure to check both profile and openid 


Say “Alexa, ask/launch/open alcidae smart home” 


Use the command sets below to send voice commands to your device through Alexa 

1) Get list of missed notifications: Update [device name] missed notifications 

2) Announce missed notifications: Read [device name] missed notifications 

3) Close Motion Detection: Close [device name] motion detection 

4) Close Sound Detection: Close [device name] sound detection 

5) Open Motion Detection: Open [device name] motion detection 

6) Open Sound Detection: Open [device name] sound detection 

7) Turn off Notification (all): Turn off [device name] notification 

8) Turn on Notification (all): Turn on [device name] notification 

9) Modify Motion Detection: Set [device name] motion detection to [high/medium/low] 

10) Modify Sound Detection: Set [device name] sound detection to [high/medium/low] 


Garager 

Locate and enable the “Alcidae Smart Life” skillset: click here

Log into the authorization page with your Alcidae account and be sure to check both profile and openid 


Say “Alexa..."


Use the command sets below to send voice commands to your device through Alexa 

 Open [device name] - Opens garage door 

 Close [device name] - Closes garage door

 Unlock [device name] - Opens garage door 

 Lock [device name] - Closes garage door     



Google Assistant Actions

Alcidae Cloud Cams

Locate and enable the Talk to “Alcidae Smart Home” action: http://bit.ly/2T1SHaH 

Log into the authorization page with your Alcidae account and be sure to check both profile and openid 

Say “Hey/Okay Google, Talk to “alcidae smart home”


Use the command sets below to send voice commands to your device through Google Assistant 

1) Get list of missed notifications: Update [device name] missed notifications 

2) Announce missed notifications: Read [device name] missed notifications 

3) Close Motion Detection: Close [device name] motion detection 

4) Close Sound Detection: Close [device name] sound detection 

5) Open Motion Detection: Open [device name] motion detection 

6) Open Sound Detection: Open [device name] sound detection 

7) Turn off Notification (all): Turn off [device name] notification 

8) Turn on Notification (all): Turn on [device name] notification 

9) Modify Motion Detection: Set [device name] motion detection to [high/medium/low] 

10) Modify Sound Detection: Set [device name] sound detection to [high/medium/low] 


Garager 

Locate and enable the Talk to “Alcidae Garager” action : http://bit.ly/2TK824E 

Log into the authorization page with your Alcidae account and be sure to check both profile and openid 

Say “Hey/Okay Google, Talk to “Alcidae Garager” 


Use the command sets below to send voice commands to your device through Google Assistant 

1) Get list of missed notifications: Update [device name] missed notifications

2) Announce missed notifications: Read [device name] missed notifications 

3) Close Motion Detection: Close [device name] motion detection 

4) Close Sound Detection: Close [device name] sound detection 

5) Open Motion Detection: Open [device name] motion detection 

6) Open Sound Detection: Open [device name] sound detection 

7) Turn off Notification (all): Turn off [device name] notification 

8) Turn on Notification (all): Turn on [device name] notification 

9) Modify Motion Detection: Set [device name] motion detection to [high/medium/low] 

10) Modify Sound Detection: Set [device name] sound detection to [high/medium/low] 

11) Open/Close Garage: Open/close my garage door 


Still Have Questions?  Reach Us Here. For Immediate Response or Resolution Please Call: 415-936-3628.

Name:


Account Username: (Email/Phone Number):


Contact Phone Number:


Contact Email:


Message:


Follow us on Social Media

Seeker

Visioner