Question 1

What happens to my recorded video clips when I link my active plan to a different camera in my system ?

Accepted Answer

A subscriber's plan is connected to their Apple ID or Google account. If they leave the Philips Hue Home, their subscription will no longer be valid for that Home. The plan can be used on a different Home or canceled from their App or Play store.

The remaining admin and users with Security: Advanced permissions can subscribe to a new plan for the cameras in the original Home.

Question 2

What happens if the user who subscribed to the Secure plan leaves the Philips Hue Home?

Accepted Answer

A subscriber's plan is connected to their Apple ID or Google account. If they leave the Philips Hue Home, their subscription will no longer be valid for that Home. The plan can be used on a different Home or canceled from their App or Play store.

The remaining admin and users with Security: Advanced permissions can subscribe to a new plan for the cameras in the original Home.

Question 3

I've lost access to my Philips Hue account. How can I cancel my Secure plan subscription?

Accepted Answer

If you've forgotten your password, go to www.account.meethue.com and click the Forgot password link in the login screen. Follow the instructions to reset your password. You can also cancel your subscription in the app store where you bought it.

To cancel on iOS, go to Settings and tap your name, and then go to Subscriptions. Select your Secure plan subscription and tap Cancel Subscription.

To cancel on Android, open the Google Play Store app and tap the menu icon (three lines). Select Active subscriptions and tap Cancel.

If you're still unable to cancel your Secure plan, contact Apple or Google support.

Question 4

My App Store or Play Store says that I have an active Secure plan subscription, but I don't see it in my Philips Hue app. What do I do?

Accepted Answer

You may be signed in to the Philips Hue app with a different Hue account. Make sure the email you received the confirmation email on when signing up for your subscription is the same one you use in your Philips Hue app.

If you're signed in to the right account, sign out and sign in to the right account in the Hue app, or go to Settings > Security > Subscription and select the Philips Hue Home you want your plan to be active for.

Still having trouble? Contact Support.

Question 5

My Secure plan subscription hasn't renewed automatically. What do I do?

Accepted Answer

Subscription payments are made in Apple and Android app stores. Go to the App Store or Play Store you subscribed from and ensure your subscription is still active and that you have a valid payment method

A grace period may apply depending on App Store/Play Store and your region. During that period, you will still have access to all advanced features, such as video clip recording and App Store/Play Store will keep trying to complete the payment.

If you do not renew your subscription, your video history will remain available for 30 or 60 days, depending on your plan. You will, however, lose access to advanced detection features and video recording.

Question 6

Will my Secure plan work if I move to a different country?

Accepted Answer

Secure plans are available in a select number of countries. If you move within any of the supported countries you might run into complications with billing and services via app stores. If you move outside of the supported countries, the use of Secure services will be restricted. You can see which countries are supported in the Philips Hue Terms of Use.

Question 7

How do I get a free trial of Secure, and when does it start?

Accepted Answer

Every new Secure camera comes with a free, 30-day trial of the Basic plan. The trial starts as soon as the camera is set up, so you can try out all the advanced features that come with a Secure plan.

Question 8

When should I switch from the Basic Secure plan to the Plus plan?

Accepted Answer

It depends! The Basic plan features 30 days of video clip history, so if you'd like to view video clips longer, you should choose the Plus plan. Additionally, you pay for the Basic plan per camera. If you have more than two cameras, you can pay less with a Plus plan for up to 10 cameras.

Question 9

Can I use different subscriptions on different cameras?

Accepted Answer

You can only have one Secure plan linked to your account at a time. However, you can have up to two cameras with the Basic plan and up to 10 cameras with the Plus plan.

Question 10

What are the payment options for a Secure plan?

Accepted Answer

You can use any payment option accepted by the App Store or Play Store in your region.

Question 11

Do Secure plans have a limit as to the number of cameras I can add?

Accepted Answer

With the Basic plan, you can add up to two cameras and pay per camera. With the Plus plan, you can add up to 10 cameras and pay one flat price.

Question 12

How can I see how many days are left on my 30-day free trial of a Secure plan?

Accepted Answer

You can see how many days are left in your free trial in the live view screen of your camera in the Philips Hue app. If you're still in the trial period, the remaining days will be shown. You can also look in your confirmation email. You will also receive notifications with updates when your free trial is going to expire.

Question 13

What is the refund policy for Secure plans?

Accepted Answer

Secure plan subscriptions are managed through the App and Play store, so they follow their terms and conditions.

If you cancel a subscription, you will have access to subscription features until the end of your billing cycle. You will not receive a refund for any unused time.

if you're upgrading your plan, the change will take place immediately. You will be charged the difference.

In other cases, the change will happen at the beginning of the next billing cycle. You will not receive a refund for any unused time.

Question 14

What permissions do I need to activate a Secure plan?

Accepted Answer

You need to be an administrator or a Security: Advanced user to activate a Secure plan on your system.

Question 15

Can I use my Secure plan for multiple Homes in the Philips Hue app?

Accepted Answer

You can have one Secure plan per Home, meaning your plan cannot extend to your other Homes.

Question 16

How do I manage the cameras in my Secure plan?

Accepted Answer

You can add, remove, or select different cameras to work with your Secure plan in the Philips Hue app. Go to Settings > Security > Subscription and tap Cameras.

Question 17

What happens to my video clips if I don't renew my Secure plan?

Accepted Answer

If your plan expires, video clips will be available for 30 or 60 days, depending on the subscription plan that was active on the date they were recorded. However, if your Home is deleted or if the camera is removed from your Home, the videos are deleted immediately.

Question 18

How do I change or update my Secure plan?

Accepted Answer

You can change or update your Secure plan in the Philips Hue app in Settings > Security > Subscription. Your plan will upgrade immediately.

If you've switched from Basic to Plus between billing cycles, you will receive credit that will be used for the first payment of the new plan.

If you're switching from Plus to Basic or canceling your plan, your plan will change at the end of the current billing cycle. You'll continue to have access to all of the plan's advanced features until the next billing cycle, and you'll be able to select which camera or cameras remain part of the plan.

Question 19

Who can manage my Secure plan subscription?

Accepted Answer

Only the person who originally subscribed to the plan can manage it. To manage a plan, sign in to your Philips Hue account in the Philips Hue app, as well as the Apple ID or Google account used to purchase it in the App or Play Store.

Question 20

How do I cancel my Secure plan subscription?

Accepted Answer

You can cancel your Secure plan subscription in either the App or Play Store, or in the Philips Hue app by going to Settings > Security > Subscription.

Cancellation goes into effect at the end of your current billing cycle. Until then, you’ll have access to all of the plan's advanced features, and your video clips will be available for 30 or 60 days after the date they’re recorded, depending on your plan.

To cancel in the App Store, go to Settings and tap your name, and then go to Subscriptions. Select your Secure plan subscription and tap Cancel Subscription.

To cancel in the Play Store, open the Google Play Store app and tap the menu icon (three lines). Select Active subscriptions and tap Cancel.

Question 21

How can I see my Secure plan payment history and any upcoming payments?

Accepted Answer

If you’re an iOS user, open the Settings app on your phone and tap your name. Go to Media & Purchases > View Account > Purchase History.

If you’re an Android user, open the Play Store and tap your profile icon. Go to Payments & subscriptions > Budget & history > Purchase history.

Question 22

How can I see my Secure plan subscription details?

Accepted Answer

In the Philips Hue app, go to Settings > Security > Subscriptions. You can also view your details in the App Store or Play Store.

If you're an App Store user, open the Settings app on your phone, tap your name, and select Subscriptions.

If you're a Play Store, user open the Play Store and tap the menu icon (three lines) and select Active subscriptions.

Question 23

Can I change my subscription from monthly to yearly?

Accepted Answer

Yes. In the Philips Hue app, go to Settings > Security > Subscription to change the payment period.

If you're an Android user, you will need to cancel your current subscription and resubscribe after it has expired.

Question 24

Can I change my payment method for my Secure plan?

Accepted Answer

Yes. The payment method for your Secure plan is tied to your App Store or Google Play Store account, so you'll need to make the change in that store's settings.

Question 25

Can I transfer my Secure plan to another user?

Accepted Answer

Your Secure plan subscription is linked to your Apple ID or Google account. You'll need to cancel your Secure plan, and then another administrator from your Philips Hue Home can subscribe to a new Secure plan.

Question 26

Can I change a Secure plan subscription that was set up by another user?

Accepted Answer

Secure plans are linked to the App or Play Store account of the person who set it up, meaning they're the only person who can change the subscription's settings.

Question 27

Where are the video clips from my Secure camera stored?

Accepted Answer

Video recordings are stored in Philips Hue's secure cloud storage and are encrypted end-to-end. You can also download a recorded video via the Philips Hue app and store it locally in a location of your choosing. Read more about the tools we provide to protect your data and privacy.

Question 28

Does the Secure camera or Philips Hue cloud analyze my camera feed?

Accepted Answer

Philips Hue and its cloud will never analyze your camera feed. The Secure camera’s built-in AI analyzes the feed, which is done on the camera itself. Any video that leaves the camera is end-to-end encrypted to ensure it cannot be viewed anywhere except for authorized apps.

Question 29

Will I be asked to share my encryption passphrase?

Accepted Answer

You should only share your encryption passphrase with people you want to give access to your video recordings. If you share your passphrase, they will be able to connect to your cameras. For your security, treat these passphrases with extreme care. Philips Hue will never request your passphrase.

Question 30

What is end-to-end encryption?

Accepted Answer

End-to-end encryption is a security method that keeps your data secure. With end-to-end encryption, no one, including Philips Hue or third parties, can access your video clips or live view. All data is fully encrypted in the camera and requires an encryption key (passphrase) to access it. End-to-end encryption is enabled by default to ensure your data is protected.

The end-to-end encryption keys are never sent via the Philips Hue cloud. Philips Hue will never request your passphrase.

Question 31

I don't want to use my Secure camera anymore. How do I remove everything from my system?

Accepted Answer

To remove the Secure camera from your system, unlink it from your Philips Hue app by going to Settings > Camera. Select the camera you want to remove and tap Delete. Deleting a camera or removing it from your Home automatically factory resets the camera.

Once you do this, any recorded video clips are automatically deleted. You can download the ones you'd like to keep beforehand.

Question 32

Who can access my video history?

Accepted Answer

Only admins and users with Security: Advanced permissions in your Philips Hue Home can see your video history.

You can check what permissions you have in the Philips Hue app by going to Settings > My Hue system. Tap the "i" icon next to the Home name, and then tap My permissions.

Question 33

Is two-factor authentication mandatory if I want to use a Secure camera with my Philips Hue account?

Accepted Answer

Two-factor authentication is not mandatory, but it's strongly recommended as it provides an extra layer of security for your account.

Question 34

How do I know if a Secure camera is recording?

Accepted Answer

If you're near the Secure camera, look at the LED indicator. If it is pulsing red, the camera is recording.

Question 35

Where should I store the encryption passphrase to access my Secure camera?

Accepted Answer

You can look up your passphrase in the Philips Hue app by going to Settings > Security > Video encryption. However, we recommend saving it somewhere secure, such as a password manager. You’ll need to enter this passphrase on each mobile device with access to this Home.

Question 36

What should I do if I lost my end-to-end encryption passphrase?

Accepted Answer

Anyone in the Home with admin or Security: Advanced permissions who has entered the passphrase can share it at any time. Ask another member of your Home with the passphrase to share it with you. They can find it in Settings > Security > Video encryption.

If no one else has these permissions, you can create a new passphrase in Settings > Security > Video encryption. This will delete all video clips, and you will have to reconnect all cameras to your Home. This is to ensure that your data remains private.

Question 37

What should I do if the Hue app doesn't recognize my passphrase?

Accepted Answer

Check the following:

- Is this the right passphrase for this Home?
- Is another device connected to the same Home?
If so, share the passphrase with the mobile device with which you are having an issue. You can also ask another admin or member with Security: Advanced permissions.

If you're still unable to enter your passphrase, reset it in the Philips Hue app. Go to Settings > Security > Video encryption. Note that this will delete all video clips, and you will have to reconnect all cameras to your Home.

Question 38

Is there anything I'm not allowed to record with Secure cameras?

Accepted Answer

Laws may vary by your location, so it's your responsibility to make sure the recordings meet privacy laws in your area. Consult your local legislation for more information.

To help you comply with these laws, Philips Hue Secure offers Blackout zones. This setting “blacks out” (or obscures) certain areas of your camera's field of vision.

Question 39

Can someone disable a Secure camera?

Accepted Answer

Any security camera can be disabled, but because Philips Hue Secure cameras start recording as soon as motion is detected, the person and their actions will be captured on video as long as your system is armed.

Question 40

Who has access to the saved video clips from my Secure camera?

Accepted Answer

The administrator of your Home and users with Security: Advanced permissions have access to video clips. You can manage the users on your Home from the Philips Hue app or by signing in to your account on account.meethue.com.

Every additional Philips Hue app that you use to control your Philips Hue system will need to get the encryption passphrase from the admin of the Home before they can access the recordings.

Question 41

Can I access my video history on different devices?

Accepted Answer

Yes. If you are signed in to your Philips Hue account, you can share your passphrase with another device.

There are two ways to share the passphrase with another user or mobile device:

1. Manually: An existing user looks up the passphrase in their app (or where they have saved it manually) and shares the passphrase with the new user. This can, for instance, be done verbally or via secure messaging.

2. Via QR code: An existing user generates a QR code in their app that encodes the passphrase. The new user scans and stores the passphrase in their app.

Question 42

Can I store my video clips locally?

Accepted Answer

Video clips are stored to the Philips Hue cloud. There is currently no other location to store video clips.

Question 43

When will my Secure camera start recording video clips?

Accepted Answer

If you're subscribed to a Secure plan — including the 30-day free trial — your Secure camera will record motion as soon as it is detected. You can check to see if video clip recording has been enabled in Settings > Cameras.

Question 44

Can I see recordings from my Secure camera on a web browser?

Accepted Answer

Recordings are not accessible via web browser. If you want to view the recordings on a bigger screen, you can view your video clips in the Philips Hue app on a tablet or download them.

Question 45

Is there a delay when I look at my Secure camera's live view?

Accepted Answer

There may be a slight 1–2 second delay if the internet's bandwidth is low.

Question 46

How do I delete a video clip recorded by a Secure camera?

Accepted Answer

Access and delete your video clips from your timeline in the Security Center. You can delete an entire event with a video clip from the timeline by swiping left and tapping the bin. You can also delete just the video clip associated with an event by opening the video clip and tapping the 3 dots in the top right-hand corner.

Question 47

Are video clips automatically deleted after a certain amount of time?

Accepted Answer

If you have a Basic plan, video clips will be automatically deleted after 30 days. If you have a Plus plan, video clips will be automatically deleted after 60 days.

Question 48

How do I share videos from my Secure camera?

Accepted Answer

To share a video, download the video clip from the Philips Hue app to your mobile device. Once the clip is saved on your phone, you can share it how you choose. You will need admin or Security: Advanced permissions.

Question 49

Does the Secure camera have local storage?

Accepted Answer

For security purposes, the camera automatically uploads to the Philips Hue cloud. There is no built-in memory.

Question 50

Does Philips Hue share my video clips with anyone else?

Accepted Answer

Your video clips can only be viewed by you and those to whom you have granted access. Your privacy is our priority, so we have implemented end-to-end encryption by default, which means that neither Philips Hue nor any third parties have access to video clips.

Secure plans & video

Jump to topic

Need help setting up your Philips Hue Secure device?

Troubleshooting plans

Plans

Managing plans

Security & privacy

Video & recording

Watch how-to videos

Contact us

Visit our social channels

Product, promotion and warranty