Frequently Asked Questions

Overview

How does Videoloft work?

Videoloft can be added to a compatible analog or IP camera installation in less than 2 minutes. The Videoloft software runs on a small bridging device called a Cloud Adapter which simply needs to be added to the same network as the cameras and/or DVR/NVR. Pairing those cameras and/or DVR/NVR with the Videoloft cloud is all done via the Videoloft smartphone app (available on Apple and Android), the phone just needs to be on the same network as the cameras, DVR/NVR and Cloud Adapter at the point of set up.

Once the setup is complete, the end user can view their camera live stream and recorded video events through the Videoloft app and website. The recorded video events are saved in the Videoloft cloud for the duration of the customer’s cloud recording plan.

Can I record to the cloud and to a local DVR/NVR?

Yes, Videoloft can provide excellent offsite back-up to video which is stored locally on a DVR/NVR. Read the simple installation guide here, and review the specifications here.

If the DVR/NVR is stolen will my customer still have video saved in the cloud?

Yes, using Videoloft cloud can remove the need for local recording completely. With compatible IP cameras and a Videoloft Cloud Adapter you can send video straight to the cloud.

Can I remove the local DVR/NVR completely?

Yes, using Videoloft cloud can remove the need for local recording completely. With compatible IP cameras and a Videoloft Cloud Adapter you can send video straight to the cloud.

How do I add Videoloft to an installation?

You just need the Videoloft smartphone app (available on Apple and Android) and a Videoloft Cloud Adapter. We have two simple installation guides:

  • See here for installations where IP cameras are recording directly to the cloud
  • See here for installations where cameras are recording to the cloud and to a local DVR/NVR
Where is the video stored?

The Videoloft cloud is hosted by Amazon Web Services, which also hosts thousands of other major brands across the world. Videoloft uses two AWS data centres, one in Ireland and one in North Virginia, USA. Video will be stored in the nearest data centre to the end user location.

How long is the video stored for?

We offer a variety of cloud recording plans, from 7 days cloud storage to 1 year cloud storage. If the end user requires longer than 1 year storage this is also possible, just contact us on partners@videoloft.com. The subscription price varies depending on how long the video is stored for, register as a partner here to access trade pricing information.

Are notifications sent when motion is detected?

Yes, push notifications and email notifications can be enabled to tell the end user when motion is detected.

Technical specifications

How is recording triggered?

Video is sent to the Videoloft cloud when motion is detected. We send the motion event, with a 5s lead in and lead out.

  • By default, the Videoloft motion detection algorithm will determine when motion occurs in front of the camera and send that video to the cloud. The end user can change the sensitivity of this motion detection and set detection zones to mask out certain areas.
  • An alternative option is to use triggers from the DVR/NVR or camera to determine when video is recorded and sent to the cloud. E.g. an external PIR connected to a camera or recorder, or Hikvision intrusion detection or line crossing. Contact us on partners@videoloft.com for more information.
How do I trigger an alarm when motion is detected?

To trigger an alarm when motion is detected simply attach an alarm to the camera or DVR/NVR. In the Videoloft app settings menu and select ’Trigger Alarm Output’, choose the minimum gap between alarms and the alarm length. You don’t need to configure anything in the Hikvision web interface for this to work.

Can Videoloft record 24/7 instead of only when motion is detected?

The default cloud recording plans are for motion activated recording only. We can allow 24/7 recording but the costs are higher and the bandwidth requirements will be increased. Contact us on partners@videoloft.com for more information.

What ports does Videoloft use? Do I need to do any port-forwarding to setup Videoloft cloud recording?

No port forwarding is required to setup Videoloft cloud recording. Our software uses port 80 for motion event transmission over encrypted HTTPS, and port 554 for live transmission over encrypted RTSP. Custom ports can be used with Videoloft, but please ensure you re-run the installation from the Videoloft app if you change ports once the initial installation is complete.

What are the recording specifications for video recorded to the Videoloft cloud?

The specifications for the recorded video sent to the Videoloft cloud vary depending on which recording mode is selected and whether the video is also being recorded to a local DVR/NVR. See here for a full specifications table.

Can I set up the cameras and/or DVR/NVR with the Videoloft Cloud Adapter before I install it at their location?

Yes, you can complete the setup before physically installing the hardware at the customer location. When you get to the customer site, just ensure that the Cloud Adapter is connected to the same network as the cameras and/or DVR/NVR.

The LAN and Wi-Fi are separate, can I still setup the Cloud Adapter?

Currently the smartphone you are using to run the installation needs to be on the same network as the cameras, NVR/DVR and the Cloud Adapter. We are working on a network agnostic installation process which will stop this requirement, in the meantime if the LAN and Wi-Fi are separate we’d advise running the setup on a different network and then connecting the cameras, NVR/DVR and Cloud Adapter to their permanent network.

What changes will Videoloft make to my NVR/DVR?

Videoloft uses each camera’s sub-stream for motion detection, for transmitting live video and (usually) for sending recorded video to the cloud for storage. When it’s installed, Videoloft will make the following changes to the sub-stream configuration:

  • Set the sub stream resolution to 360p or similar (depending on available resolutions)
  • Set the sub stream frame rate to 10fps
  • Set the sub stream bitrate to 100-200kbps (depending on network availability)
  • Set the sub stream keyframe interval to 20

In addition to these changes, Videoloft will also:

  • Position the date overlay and channel name overlay to their defaults
  • Set the date format to its default
  • Allow the user to show or hide the date overlay, and then configure the NVR appropriately.
  • Allow the user to choose a new name for a camera, then set the new name in the NVR’s settings.
  • On a Hikvision NVR, allow the user to choose Hikvision’s own motion detection. If chosen, Videoloft will enable the ‘Notify Surveillance Center’ setting on the NVR.

By default, the recorded video which is sent up to the cloud for storage is taken from the sub-stream, as described above. In this case, the main stream is unaffected. However the user can choose to record from the main stream. In this case, Videoloft makes the following changes to the main stream:

  • Set the main stream resolution to 1080p or similar, depending on available resolutions
  • Set the main stream frame rate to 4-10fps, depending on network availability
  • Set the main stream bitrate to 100-600kbps, depending on network availability and user settings
  • Set the main stream keyframe interval to 20-24, depending on the framerate
  • Set the sub stream bitrate to 100-400kbps, depending on network availability
Note that the above main stream configurations will also be applied to the 'Main Stream (Event)' configuration

Partner program

Do I have to meet certain criteria to join the Videoloft partner program?

Anyone who currently sells or installs compatible CCTV systems can join our partner program. Registering takes under 2 minutes and there are no fees to pay.

Do I have to pay to join the Videoloft partner program?

No, the partner program is free to join.

Can my customers come to Videoloft directly?

No, we only work with CCTV installers, integrators and dealers. If an end user comes to us directly we connect them with local partners.

Can my customers see the Videoloft cloud plan prices?

No, only registered partners have access to Videoloft cloud plan pricing.

Do you offer technical support in my region?

We have support specialists in the UK and North America. Please contact us on partners@videoloft.com to find out more about the technical support available to you in your region.

Do you have a recommended retail price which I should charge my customers?

We don’t have a recommended retail price, our partners set their own end customer price to determine the margin they make. Our global network of partners charge a wide variety of prices to their end customers, but do contact us on partners@videoloft.com if you would like advice on a specific installation. To see our trade list prices please register as a partner here.

How can I demo the software?

There are 2 ways to demo the Videoloft software:

- Download the Videoloft app and press ‘View demo’ to see cameras in our UK HQ.

- Set up your own test cameras: When you create a partner account you’ll automatically have access to a free demo account for 5 cameras with 7 days cloud storage. We’d recommend setting up cameras in your office to test the system, then you can show this to your customers when telling them about the service.

How does my customer pay for their cloud recording?

We can handle the cloud subscription payments in 2 ways:

- We charge the end customer directly. When you create their account in the partner portal you will be asked to enter the end customer price (which determines your margin). The customer will then receive an email from Videoloft asking them to set up their subscription payment, and we’ll pay your commission.

- We charge you the trade list price (via monthly invoice) and you handle the billing with the end customer directly.

Who do my customers go to for support?

You will be the main point of contact for your customers, but we’ll always be on hand to help. You can access basic health check information about your customer’s cameras in the Videoloft partner portal and you’ll receive notifications if your customer’s cameras go offline for any reason.

How should I market the Videoloft service to my customers?

The Videoloft Partner Portal has a number of documents to help you market Videoloft to your customers, but if you require further help please contact partners@videoloft.com.

My customer wants to store video for longer than 1 year, is this possible?

Yes, we can provide pricing for bespoke plans. Contact us on partners@videoloft.com for further info.

Will I have access to camera health information?

Yes, you can access basic health check information about your customer’s cameras in the Videoloft partner portal and you’ll receive notifications if your customer’s cameras go offline for any reason. We also monitor every active Videoloft camera or DVR/NVR every day, so we’ll be in touch if anything isn’t running as it should be. We want you to know about any possible problems before the end customer even notices!

Compatible hardware

Which cameras and recorders are compatible with Videoloft?

Currently any Hikvision IP camera, or Hikvision DVR/NVR are compatible with the Videoloft Cloud Adapter. Once the Cloud Adapter is connected to the same network as the cameras and/or DVR/NVR they will be able to send their video to the Videoloft cloud. The software is also compatible Hikvision OEM brands such as LTS, but not all Hikvision OEM brands have been tested yet. Please contact us on partners@videoloft.com if you’d like more information on specific models or brands.

Can I use Videoloft with any non-Hikvision brands?

We’ll soon be adding support for other brands including Axis and Dahua, and will be able to connect our software with hundreds of brands via ONVIF later in 2019.

Do the cameras have to be IP cameras?

If there is no local recorder then the cameras need to be IP cameras to connect to the Videoloft Cloud Adapter. But if there is a local DVR then the Cloud Adapter can work with analogue cameras.

Do I have to install a Videoloft Cloud Adapter to send video to the cloud?

Using a Videoloft Cloud Adapter means that you can connect any Hikvision or Hikvision OEM camera, NVR or DVR to the cloud. There is a much smaller subset of Hikvision cameras and recorders which work with Videoloft software without needing a cloud adapter, contact us on partners@videoloft.com for more information on this.

Troubleshooting

Can the Cloud Adapter be given a static IP address?

The Cloud Adapter will always use DHCP to acquire an IP address. If you want it to use a specific IP address, you can set up a reservation on the DHCP server for the Cloud Adapter’s MAC address.

How do I delete a camera or channel from the Cloud Adapter?

If you simply want to hide a camera from the multi camera view in the Videoloft app, press and hold on the camera thumbnail which will allow you to move or remove the camera from view. To exit this mode, press and hold again.

To completely delete a camera or channel from the Cloud Adapter, follow these steps:

  • Re-run the Cloud Adapter install from the Videoloft app but don’t select the camera or channel which you would like to delete, this will force that camera or channel to go offline
  • Log into videoloft.com on a web browser and go to ‘My Cameras’, select the camera or channel and go to ‘Settings’ where you will be able to delete the device completely

Data and security

Where is the video stored?

The Videoloft cloud is hosted by Amazon Web Services, which also hosts thousands of other major brands across the world. Videoloft uses two AWS data centres, one in Ireland and one in North Virginia, USA. Video will be stored in the nearest data centre to the end users location.

How secure is it?

All video in the Videoloft cloud is saved in a secure AWS server using 256-bit encryption and video is transmitted over encrypted TLS (HTTPS) channels. The Videoloft Cloud Adapter acts as an extra layer of security as it provides both a hardware and software break between local recording devices and the wider Internet. It is inherently more secure than opening ports and gateways which would be traditionally required to enable cameras and recorders to be visible remotely.

What is Videoloft’s cookie policy?

Cookies are small text files stored on your device when you access most websites.

At Videoloft we make use of cookies to improve your experience and to provide us with information about how the web site is being used. Our cookies do not store personal information such as your name or email address.

If, after reading the information below, you have any questions or concerns about our cookie policy please contact us at partners@videoloft.com.

If you continue to use this website we will assume you consent to the use of cookies for this purpose.

In addition to our own cookies, we also use third party tools which also use cookies. Information about the third party tools can be found below.

Third Party Cookies

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We use Google Analytics to help us understand how the site is being used. Google Analytics reports this information without identifying individual users.

To find out how to prevent tracking by Google Analytics across all websites, visit http://tools.google.com/dlpage/gaoptout.

Changing your browser settings to stop cookies

You can choose to manage the cookies we use on our website through your internet browser settings at any time. For information on how to do this, follow the appropriate link below.

Further information about cookies

If you wish to learn more about cookies and how to manage them, visit http://www.aboutcookies.org.

Internet requirements

How much bandwidth is required to send video to the Videoloft cloud?

Not as much as you might expect! We’d recommend allowing 500Kbps per camera or recorder channel. Our software is constantly measuring the available bandwidth on the network and will dynamically adjust the video quality (bit rate) in poor network conditions to ensure video is always sent up to the cloud. If you need any further guidance on data requirements please contact partners@videoloft.com.

Can I use a cellular connection to send video to the Videoloft cloud?

Yes, lots of our partners use 3G or 4G networks to power their Videoloft installations. The low bandwidth nature of our software makes it well suited to these installations.

White label options

What is the difference between Videoloft and CCTV Connect?

The Videoloft app is a co-branded solution. If you upload your logo and contact details into the partner portal they will immediately show to your customers inside the Videoloft app. The rest of the app is fully Videoloft branded, but your customers will see your logo and you will be listed as the contact.

The CCTV Connect app has exactly the same functionality but a more generic name, to make it easier for you to pitch it to your customers as the “ABC Installer CCTV Connect”. We can build your brand and company colours into this app, then when your customers log in it will appear completely like your software. On Apple devices they can even change the app icon to your logo, this feature isn’t available on Android yet.

Do I have to pay to have my brand in CCTV Connect?

No, there is no charge to get your brand into CCTV Connect.

How do I get my brand in CCTV Connect?

Simply contact us on partners@videoloft.com and send us a high resolution logo file. We’ll send you a visual mockup to approve, then it takes a matter of days to build into the app. We usually release a new version to the Apple and Android appstores every fortnight, so you won’t have long to wait to try it out.

Can I have a full white label?

We have provided our software as a full white label solution for multiple brands including installers, distributors and manufacturers. Our full white label solution comprises Apple and Android apps, website viewing on a subdomain of the brand website and email communications sent from the brand domain. We are also able to provide a recurring subscription payment platform for other brands for large opportunities. Please contact us at partners@videoloft.com for further details and associated costs.

Videoloft for Professional CCTV cameras

Which cameras are compatible with Videoloft?

Videoloft is compatible with the following Hikvision IP cameras, see full model list below:

  • Easy IP 2.0 (Full range)
  • Easy IP 2.0+ (4MP or higher)
  • Easy IP 3.0 (5MP or higher)

Which recorders are compatible with Videoloft?

Videoloft is compatible with the below Hikvision recorders

Please note:

  • Our firmware only allows for a maximum of 2 IP cameras per DVR (or up to 4 analogue cameras)
  • Adding our software will override any existing camera configuration
  • Cloud motion event recording and live streaming is limited to Standard Definition (640x360) using the substream, the mainstream is used to record directly to the DVR
How do I use Videoloft alongside an NVR?

If you are using an IP cameras which are compatible with Videoloft (see here for full list) then they can record to the local NVR and to the Videoloft cloud simultaneously.

Our software will run on the IP cameras themselves, so the make and model of the NVR isn't important. You may need to re-configure the NVR so that the cameras are visible to the local network, see here for more guidance.

Note that cloud motion event recording and live streaming is limited to Standard Definition (640x360) using the substream, the mainstream is used to record directly to the NVR.

Which version of the Hikvision firmware does Videoloft use?

When installing Videoloft onto Hikvision cameras the app updates the Hikvision camera firmware with an open platform version. This allows us to add the Videoloft app to the camera. The Videoloft app will update the Hikvision camera firmware to version 5.5.0 OP (open platform).

If you have a Videoloft compatible camera with newer Hikvision firmware, the Videoloft installation will downgrade the firmware to 5.5.0 OP as Hikvision do not release Open Platform versions of interim firmware updates.

If you have a Videoloft compatible camera with older Hikvision firmware, the Videoloft app will update it to 5.5.0. You will be shown a pop up during the installation process to ensure you are happy for this update to occur.

Coming soon: We’ll soon be able to update the cameras to firmware version 5.5.51 OP, we’re just working with Hikvision to to finalise some customisations.

Does Videoloft work with Hikvision OEM cameras?

Not yet, but we expect to extend compatibility to Hikvision OEM cameras in the near future.

Note: OEM versions of the Videoloft compatible Hikvision cameras have a different firmware to the pure Hikvision models, even if they appear to have just been re-badged with a different brand. This means that we can’t install our app onto the camera so Videoloft will not work.

How does it work?

The Videoloft app scans the local network for compatible devices, which takes a few seconds. Then with one tap in the app, Videoloft will update the firmware on the network camera and install a specially developed version of the Videoloft app, adding the camera to your Videoloft account with no port forwarding and no router configuration required. This transforms the camera into a remote controllable Videoloft cloud enabled camera that is optimized for uplink speeds as low as 150Kbps.

Which storage mode should I use?

When Videoloft is installed onto a Hikvision camera, it is default storage setting is ‘SD’. This means that Videoloft will allow the NVR to use the main-stream to record at the camera’s native resolution and frame rate. Videoloft will then record motion events and transmit a live feed via the sub-stream at a variable bit rate SD resolution for remote viewing.

If you are running Videoloft without an NVR, go to the settings menu in the app and change your storage mode to ‘HD’. This means that Videoloft will use the sub-stream for live feed transmission at a variable bit rate SD resolution, then record motion events using the main-steam at 1080p.

My LAN and Wi-Fi are separate, can I still install Videoloft onto my Hikvision camera?

To install Videoloft onto your Hikvision cameras, the device you are using to do the install needs to be on the same network as the cameras themselves. If the LAN which is connected to your cameras is on a separate network to your device Wi-Fi, the cameras won’t be discovered by the Videoloft app. You don’t need to run the install on the network which your cameras will be running on permanently, so if necessary you can do the install on a different network and then connect the cameras to their permanent network. Note: If you do this, make sure you connect the cameras to the network at the final destination before powering them on.

What resolution will my Hikvision camera record at if it is running Videoloft?

When Videoloft is installed onto a Hikvision camera, it is defaulted to ‘Cloud + NVR’ storage mode. This streams live and records motion events to the Videoloft cloud at 640x360 resolution at 10fps (100-200kbps). The video recorded on the NVR will be at the native resolution of the camera.

If you aren’t using an NVR you should change to ‘Cloud only’ storage mode in the settings menu. Live streams will then be recorded at 640x360 resolution at 10fps (100-200kbps) but motion events will be recorded to the Videoloft cloud at 1920x1080 resolution at 4-10fps (100-600kbps).

Why does the quality of my recordings seem poor?

If internet connection is slow or the network is too busy, Videoloft will reduce the framerate and bitrate to make sure that video can still be sent to the cloud. Dropping the frame rate means that it takes less time to send the videos to the cloud, and it allows more video to be buffered in the camera itself. This allows the camera to keep recording without having to discard any videos.

If you are using Videoloft alongside an NVR (and have Videoloft in the default ‘SD’ storage mode) then the video which is stored on the NVR via the main-stream will not be affected by this resolution reduction, this only happens to the files which are sent to the cloud via the sub-stream.

How secure is it?

Network cameras running the Videoloft app only make outbound connections to Videoloft servers. Normally you have to allow inbound connections to connect network cameras over the Internet, which can make them vulnerable to malicious software. Our approach is inherently more secure.

How can I delete the Videoloft app from my Hikvision cameras?

The simplest way to delete Videoloft from your camera is to reset the camera back to factory settings, using the ‘Reset’ or ‘Restore’ button in the Hikvision web interface (located under System > Maintenance). An alternative method is to log into the web interface, select ‘Open Platform’, then stop or delete both the ‘Videoloft’ and ‘Manyhelper’ apps.

I’ve installed Videoloft onto my Hikvision camera but it’s showing as offline, what shall I do?

This occasionally happens after Videoloft is installed onto a Hikvision camera, you should just need to power on/off your camera which will reset it’s network settings.

Where can I buy a Hikvision camera?

You can only buy a genuine Hikvision camera through an approved Hikvision installer. We’d advise searching for a Hikvision installer in your area and share the list of Videoloft compatible cameras with them. Tell them to contact us on partners@videoloft.com to find out everything they need to know to get you started.

Where can I find a Hikvision installer?

Unfortunately we don’t have a list of approved Hikvision installers. We suggest searching for Hikvision CCTV installers in your area, and sharing the list of Videoloft compatible cameras with them. If your installer needs more help, tell them to contact partners@videoloft.com.

How do I install Videoloft onto my Hikvision camera?
  • You’ll need iOS 10 on your Apple device to install the Videoloft software onto a Hikvision camera.
  • For Android, you’ll need 4.2 or higher.
  • Make sure your device is on the same network as your Hikvision cameras.
  • Make sure you have the latest version of the Videoloft app.
  • Go to ‘Install IP cameras’ in the main menu and press ‘Continue’.
  • The app will test your uplink speed and tell you how many Hikvision cameras you can run on your network.
  • After the test has run, tap ‘Continue’ to find the cameras on your network.
  • Tap each camera to install the Videoloft software, you can run multiple installations at once.
  • You will be prompted for the camera admin passwords (or asked to set new ones if the cameras are new).
Can I record sound from my CCTV camera through Videoloft?

Yes, if your camera has an inbuilt microphone or an aux input we can record sound. You’ll need to turn on sound recording in the settings menu for that camera. Note: We currently only record video (and sound) when motion is detected, we don’t yet activate recording when sound is recorded without motion.

How do I use a camera input to trigger recording?

You can configure Videoloft to take an input from a camera to trigger recording, e.g. an external PIR sensor can trigger Videoloft cloud recording. In the app settings menu there are 3 options for ’Trigger type’:

  1. Software motion detection - uses the standard Videoloft motion detection (our code)
  2. Hikvision basic event detection only - starts a cloud recording event whenever the Hikvision camera detects motion (e.g. through the Hikvision motion detection or through an external PIR sensor). Stops the event when the camera doesn't detect any motion for 20s. Completely ignores all Videoloft motion detection (detection zones / sensitivity settings from the app are also ignored).
  3. Hikvision basic event & software motion detection - Uses Videoloft motion detection in the standard way (detection zones and sensitivity settings from app are applied). However, when Videoloft detects motion, we will only create an event if the camera has also detected motion in the last 10 seconds (e.g. through the Hikvision motion detection or through an external PIR sensor). Finishes the event in the standard way (i.e. no Videoloft motion detected for 20s).

Note that if you choose options 2 or 3 then you’ll need to enable the camera motion detection / false alarm filter in the Hikvision web interface as well as changing the setting in the app.

How do I trigger an alarm when motion is detected?

To trigger an alarm when motion is detected simply attach an alarm to the camera. Go to the app settings menu and select ’Trigger Alarm Output’, choose the minimum gap between alarms and the alarm length. You don’t need to configure anything in the Hikvision web interface for this to work.

IMPORTANT - Only use international or USA region Hikvision cameras

Beware of unscrupulous sellers of Hikvision cameras, operating through platforms such as eBay and AliExpress, performing after-market firmware modifications to bypass regional restrictions and undercut standard retail pricing. Some of these cameras come in Chinese packaging, but more recently they have been found in authentic-looking international packaging. Under some circumstances, these modified cameras can be “bricked” by any attempt to upgrade the firmware. Since Videoloft installs new firmware to your camera as part of the install process, there is a risk to your camera if it happens to have come to you via such a source. We attempt to avoid this scenario by installing only to cameras that are running a recent firmware version (5.4.0 or above) and that report (according to their firmware) an “international/USA” region code (“WR”)If you have any doubts about the authenticity of your camera, though, we recommend you contact your distributor for advice. If your camera is authentic but is running firmware older than 5.4.0, Videoloft will detect it but won’t install newer firmware - you will need to upgrade the firmware to 5.4.0 or later yourself, following the manufacturer’s instructions. Note that the upgrade to 5.4.0 is not reversible.

Troubleshooting: Videoloft can’t find any Hikvision cameras on my network, why is this?

There are 3 key things to check if are having problems:

  1. Make sure your Hikvision camera is compatible with Videoloft, the list of compatible models is here. Note that OEM or rebadged versions of these Hikvision models are not supported.
  2. Make sure that the device you are using to run the install is on the same network as your cameras.
  3. If you are using Videoloft with an NVR, make sure it is set up like this to ensure Videoloft can discover the cameras.

Videoloft Partner Programme

Who is eligible to become a Videoloft Partner?

If you currently sell or install Videoloft compatible CCTV cameras then you could add cloud subscription plans to your offering. For more information on the programme, or to create a free partner account, please visit the partners page on our website.

Who is eligible to become a Videoloft Partner

If you currently sell or install Videoloft compatible CCTV cameras then you could add cloud subscription plans to your offering. For more information on the programme, or to create a free partner account, please visit the partners pageon our website.

What do I charge my customers?

To see our trade list prices please contact us at partners@videoloft.com or create a free partner account here. You define your margin by setting the end price you want to charge your customer.

How can I demo the software?

When you create a partner account you’ll automatically have access to a free demo account for 5 cameras with 7 days cloud storage. We’d recommend setting up cameras in your office to test the system, then you can show this to your customers when telling them about the service

How does the billing / payment work?

Just tell us how much you want to charge your customer and we'll do the rest. Here's the process:

  1. Email sent to subscriber when you create their account
  2. Subscriber asked to follow a link & set up recurring payment online
  3. Once payment is received, we'll pay your commission

If you'd rather handle the billing yourself, contact us at partners@videoloft.com. We'll then invoice you the trade list price and you charge your subscribers.

What happens when I create a Partner Portal account?

Once you have created a Videoloft Partner account you will be able to login to the Videoloft Partner Portal. Here you can upload your company logo and contact details which will be shown to your customers in the Videoloft app when they log in. You can create and manage your customer accounts, download support and marketing materials and view billing information and pricing.

What happens when I create a Partner Portal account?

Once you have created a Videoloft Partner account you will be able to login to the Videoloft Partner Portal. Here you can upload your company logo and contact details which will be shown to your customers in the Videoloft app when they log in. You can create and manage your customer accounts, download support and marketing materials.

Who do my customers go to for support?

You will be the main point of contact for your customers, they will use a co-branded version of the Videoloft app that will include your company logo and contact details. The Videoloft Partner Portal has a number of documents to help you support your customers, but if you require further help please contact partnerpartners@videoloft.com.

Can I have a white label version of the app?

When you create a partner account you can upload your logo into the parent portal, this will then be shown to your customers inside the Videoloft app. We also have a full white label app called CCTV Connect which can take on your brand, colours and app icon with no mention of Videoloft, please contact us at partners@videoloft.com for further information.

How should I market the Videoloft service to my customers?

The Videoloft Partner Portal has a number of documents to help you market Videoloft to your customers, but if you require further help please contact partnerpartners@videoloft.com.

Do I have to be onsite and linked to the customer’s network to install the camera?

No, you can install Videoloft onto the cameras in advance from your own offices - the cameras and the device running the Videoloft smartphone app just need to be on the same network at the time of set-up. You can then take them to your customer and put them onto their network.

IMPORTANT - Only use international or USA region Hikvision cameras

Beware of unscrupulous sellers of Hikvision cameras, operating through platforms such as eBay and AliExpress, performing after-market firmware modifications to bypass regional restrictions and undercut standard retail pricing. Some of these cameras come in Chinese packaging, but more recently they have been found in authentic-looking international packaging. Under some circumstances, these modified cameras can be “bricked” by any attempt to upgrade the firmware. Since Videoloft installs new firmware to your camera as part of the install process, there is a risk to your camera if it happens to have come to you via such a source. We attempt to avoid this scenario by installing only to cameras that are running a recent firmware version (5.4.0 or above) and that report (according to their firmware) an “international/USA” region code (“WR”). If you have any doubts about the authenticity of your camera, though, we recommend you contact your distributor for advice. If your camera is authentic but is running firmware older than 5.4.0, Videoloft will detect it but won’t install newer firmware - you will need to upgrade the firmware to 5.4.0 or later yourself, following the manufacturer’s instructions. Note that the upgrade to 5.4.0 is not reversible.