Question 1

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

Accepted Answer

Your video clips recorded on the camera that your plan was linked to, will still be available for 24 hours after the moment they're recorded.

Question 2

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

Accepted Answer

If the subscriber leaves the Philips Hue Home, the 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 users with Administrator and 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 you are signed in your Philips Hue app using the same email address that received the Secure plan subscription confirmation email when originally subscribing. Keep in mind that this could be a different email address than the Apple ID or Google Account where you receive the confirmation from the App Store or Play Store.

If you're not signed in to the right account, sign out and sign in to the right account in the Philips Hue app. Still having trouble? Contact Support.

Question 5

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

Accepted Answer

Subscription renewal payments for Secure plans are managed in the App Store or the Play Store, depending on what kind of device you have. Go to the App Store or Play Store you subscribed from and ensure your subscription is still active and that you're using a valid payment method.

A grace period may apply depending on the App Store or Play Store and/or your region. During that limited period, you will still have access to all the features that come with a plan while the App Store or Play Store keeps trying to complete the payment.

If you don't renew your subscription, you will lose access to advanced features. Existing video clips will be available for 24 hours after the moment they're recorded.

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 automatically as soon as the camera is set up, so you can try out all the advanced features that come with a Secure plan. The free trial starts automatically — you do not need to subscribe in the App Store or Play Store.

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, switch to a Plus plan to have advanced features 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

Your Secure plan works for the cameras in one Home. If you want to subscribe a second Home, you need to be signed in to a different Apple ID or Google Android account and subscribe to an additional Secure plan.

Question 16

How do I manage the cameras in my Secure plan?

Accepted Answer

You can add 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, existing video clips will be available for 24 hours after the moment they're recorded. However, if your Home is deleted or 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.

Upgrades (e.g., from Basic to Plus) will happen immediately. In the Play Store, the first payment will be discounted by the credit from the unused part of the original plan. In App Store, your first payment will be the regular amount of the new plan, but a few days later you will receive a refund for the unused part of the original plan.

If you downgrade (e.g., from Plus to Basic) or cancel your plan, this will happen at the end of the current billing cycle. You'll continue to have access to all of the original plan's advanced features until the end of the current billing cycle. Only then the change comes into effect.

If necessary, you can select which camera or cameras you want to be part of the new 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. Your video clips will be available for 24 hours after they’re recorded.

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.

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