We’ve collected the most frequently asked questions. Find answers to your questions in Videoloft FAQs.
How does Videoloft work?
You can install Videoloft cloud remotely to compatible hardware in less than 2 minutes. The Videoloft software runs on a small bridging device called a Cloud Adapter. Pairing the hardware with the Videoloft cloud is done via the Videoloft smartphone app (available on Apple and Android). Once the setup is complete, you can view your camera live stream and recorded video events through the Videoloft app and website. Recorded video events are saved in the Videoloft cloud for the duration of your cloud recording plan.
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 my security system?
To add Videoloft to your compatible security system you'll first need a Videoloft account. You can create one here and order the required number of Videoloft Cloud Adapters. Once the Cloud Adapters have arrived, you can connect them to your security system in just a few minutes via the Videoloft smartphone app (available on Apple and Android).
How many Videoloft Cloud Adapters will I need?
Cloud Adapter 8 and Cloud Adapter 16 supports up to 8 or 16 cameras or recorder channels, respectively. If you are installing more than 16 cameras, you can use our Cloud Adapter 64 rack-mounted solution or simply stack as many 8-channel or 16-channel Cloud Adapters as necessary for the installation. The Cloud Adapter needs to be on the same local network as the security system, so if your cameras are situated across multiple locations you'll need Cloud Adapter(s) at each location.
Where is the video stored?
Amazon Web Services hosts the Videoloft cloud. AWS also hosts thousands of other major brands across the world. Videoloft uses two AWS data centers, one in Ireland and one in North Virginia, USA. Video will be stored in the nearest data center to your location.
How long is the video stored for?
We offer a variety of cloud recording plans, for example from 7 days cloud storage to 1-year cloud storage. If you require longer than 1-year storage this is also possible. To discuss this contact us.
How do I get Videoloft?
If your security system is compatible with Videoloft you can order a Videoloft Cloud Adapter and create an account directly from the Videoloft website here.
I'm a professional security installer and want to add Videoloft to my customer sites, do you have a referral program?
Videoloft cloud plan prices vary based on 2 key variables - how long you want to store your video for and what resolution you want your video to be recorded at. You can create your plan to see how much your cloud plan would be, and also how many Videoloft Cloud Adapters you'll need and the price for those.
When will I be charged?
When you create your Videoloft account you can order Videoloft Cloud Adapters, which you'll be charged for immediately. You won’t be charged for your Videoloft cloud plan until the end of your 30-day free trial. At the end of your 30-day free trial, we’ll automatically charge the payment method entered at the time you created your account.
What methods of payment do you support?
We use the common payment platform Stripe to process payments. Through Stripe you can use a variety of card types (VISA, Mastercard, American Express, Union Pay, Diners Club, Discover, JCB) and also Apple Pay or Google Pay.
Can I cancel my plan before the end of the 30-day free trial?
Yes, you can cancel your subscription at any time by logging into your account on the Videoloft website. If you cancel your plan before the end of your 30-day free trial, at the end of the trial you’ll be moved to our free plan. On our free plan you can still view your camera live streams but no video will be recorded to the Videoloft cloud.
Do you offer discounts for customers with large numbers of cameras?
Yes, please contact us if you want to use Videoloft with 30+ cameras.
Do you offer discounted prices for security professionals who are Videoloft partners?
Yes we do, register as a Videoloft partner to view the discounted price list for security professionals.
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 then send that video to the cloud. You can then change the sensitivity of this motion detection. You can also set detection zones to mask out certain areas.
An alternative option is to use triggers from the DVR/NVR or camera to determine when to record the video and send it to the cloud. For example, an external PIR connected to a camera or recorder, or Hikvision intrusion detection or line crossing. Contact us 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. Then in the Videoloft app settings menu select ’Trigger Alarm Output’. Then choose the minimum gap between alarms and the alarm length.
Can Videoloft record 24/7 instead of only when motion is detected?
The default cloud recording plans are for motion activated recording only. We do offer 24/7 recording but the costs are higher and the bandwidth requirements will be increased.
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 443 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.
Can I set up the cameras and/or DVR/NVR with the Videoloft Cloud Adapter before I install it at its final location?
To ensure the Cloud Adapter knows the correct IP address of the device it is connecting to, you'll need to run the Videoloft installation process after physically installing the hardware at its final location. It is not possible to pre-configure the Cloud Adapter with the devices. However, you can install the Cloud Adapter remotely, as long as it is plugged into a network on site.
The LAN and Wi-Fi are separate, can I still setup the Cloud Adapter?
Yes, you can. You can set up your Cloud Adapter even if you're in Dallas and the adapter's in Tokyo. You do need your Cloud Adapter to see the cameras
on the local network and make sure the Adapter is connected to the Internet.
Do you offer technical support in my region?
We have support specialists in the UK and North America. Please contact us find out more about the technical support available to you in your region.
What are the recording specifications for video recorded to the Videoloft cloud?
Recording specifications for video sent to the cloud depend on the selected recording mode. For more information refer to our specifications table.
What changes will Videoloft make to my NVR/DVR?
Videoloft uses cameras’ sub-stream for motion detection and transmitting live video. It also (by default) uses it for sending recorded video to the cloud. When installed, Videoloft makes the following changes to the sub-stream:
Sets the resolution to 360p or similar (depending on available resolutions)
Then sets the frame rate to 10fps
Also sets the bitrate to 200-400kbps (depending on network availability)
Finally, sets the keyframe interval to 20
In addition, Videoloft also:
Positions the date overlay and channel name overlay to their defaults
Sets the date format to its default
Allows the user to show or hide the date overlay, then configures the NVR appropriately
Also allows the user to choose the camera’s new name, then sets the new name in the NVR’s settings
On a Hikvision NVR, allows the user to choose Hikvision’s own motion detection. If chosen, Videoloft enables the ‘Notify Surveillance Center’ setting on the NVR
By default, recorded video is taken from the sub-stream at SD resolution and the mainstream is unaffected. However, if you choose to change the recording resolution to 2MP, 4MP, or up to 8MP, Videoloft makes the following changes to the mainstream:
Sets the resolution to your selected resolution or similar (depending on available resolutions)
Also sets the frame rate to 4-10fps (depending on network availability)
Moreover, sets the bitrate depending on the resolution selected - 400kbps (2MP), 1200kbps (4MP), 1800kbps (Up to 8MP), depending on network availability and user settings
In addition, sets the keyframe interval to 20-24 (depending on frame rate)
Finally, sets the sub-stream bitrate to 100-400kbps (depending on network availability)
Above mainstream configurations will also apply to the 'MainStream (Event)' configuration.
Can I add a USB drive that is larger than 32GB?
The Videoloft Cloud Adapter comes with a 32GB USB drive as standard. If the internet connection fails, it'll store video to the USB drive and automatically send it to the cloud when the internet connection is restored. If you want to add a larger USB drive for longer network redundancy we recommend a SanDisk Ultra Fit 512GB 3.1 Flash Drive which you can buy here (UK) or here (US).
About the 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.
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
On the other hand, you can 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. You'll also receive a discount code for 50% off your first Cloud Adapter 8 for testing purposes. 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
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 if you’d like advice on a specific installation. To see our trade list prices please register as a partner.
Who do my customers go to for support?
You’ll 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. You’ll also receive notifications if your customer’s cameras go offline for any reason.
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. Moreover, 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. In short, we want you to know about any possible problems before the end customer even notices!
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 us.
White label options
What is the difference between Videoloft and CCTV Connect?
The Videoloft app is a co-branded solution. Upload your logo and contact details into the partner portal and they'll show to your customers inside the Videoloft app. The rest of the app is Videoloft branded, but your customers will see your logo and you'll be listed as the contact.
The CCTV Connect app has exactly the same functionality but a more generic name. As a result, it's easier for you to pitch it to your customers as the “ABC Installer CCTV Connect”. We can also build your brand and company colours into this app. Then when your customers log in it'll appear completely like your software. On Apple devices we can even change the app icon to your logo, however, 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.
How do I get my brand in CCTV Connect?
Contact us and send us a high-resolution logo file. We’ll send you a visual mockup to approve, then it takes a few days to build into the app. We usually release a new app version every fortnight, so you won’t have long to wait to try it out.
Can I have a full white label?
We also provide 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, as well as website viewing on a subdomain of the brand website and email communications sent from the brand domain. We're also able to provide a recurring subscription payment platform for other brands for large opportunities. Please contact us for further details and associated costs.
Which cameras and recorders are compatible with Videoloft?
Videoloft is compatible with a range of security cameras and recorders, see our compatibility page for more information. If you need help verifying if your security system is compatible, please contact us.
Do the cameras have to be IP cameras?
If there’s no local recorder then you need IP cameras to connect to the Videoloft Cloud Adapter. But if there’s a local DVR then the Cloud Adapter can work with analog cameras.
Do I have to install a Videoloft Cloud Adapter to send video to the cloud?
Yes, the Videoloft Cloud Adapter runs our software and acts as a bridging device between the security system and our cloud. It needs to be installed on the same local network as the security system.
Can I use Videoloft alongside HikConnect?
You can use Videoloft and HikConnect together, but HikConnect encryption will need to be disabled to allow the video feeds to record to the Videoloft cloud without disruption. All video is saved to the Videoloft cloud using 256-bit encryption and is transmitted over encrypted TLS (HTTPS) channels.
To disable HikConnect encryption:
On your Hikvision NVR - connect a monitor to the NVR and go to Configuration > Network > Platform Access > untick the box next to ‘Enable Stream Encryption’.
On your Hikvision camera - go to Settings in the HikConnect app > untoggle the switch next to ‘Image and Video Encryption’ > tap OK in the pop-up window and enter the security code sent to you via phone or email.
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. This 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
After that go into videoloft.com on a web browser and go to ‘My Cameras’. Then select the camera or channel and go to ‘Settings’. There you'll be able to delete the device completely
Data and security
Where is the video stored?
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's inherently more secure than opening ports and gateways which would be traditionally required to enable cameras and recorders to be visible remotely. You can read more about Videoloft's security protocols.
Is the Videoloft Cloud Adapter NDAA compliant?
Yes. The National Defense Authorisation Act 2019 (NDAA) is a United States federal law, section 889 prohibits the U.S. government from procuring video and telecommunications equipment from a list of Chinese companies and their subsidiaries. The Videoloft Cloud Adapter complies with NDAA 2019 Section 889.
Does Videoloft use Log4j 2?
No, neither the Videoloft Cloud Adapter nor the Videoloft cloud servers use Log4j 2.
How much bandwidth is required to send video to the Videoloft cloud?
Not as much as you might expect! But for an exact answer it depends on which setting mode you are using. If your video quality is set to SD or 2MP/1080p, allow up to 400kbps per camera or recorder channel. If your video quality is set 4MP, allow up to 1200kbps per camera or recorder channel. Finally, if your video quality is set to Up to 8MP/4K, allow up to 1800kbps per camera or recorder channel. Our software is constantly measuring the available bandwidth on the network and will store video on the Cloud Adapter in poor network conditions or during network redundancy. The video files will then be sent to the cloud once the network conditions improve or the network is restored. There is a network speed test in the Videoloft app under Tools, this will test the local network and tell you how many cameras can be supported. If you need any further guidance on data requirements please contact us.
Can I use a cellular connection to send video to the Videoloft cloud?
Yes, lots of our customers use 3G or 4G networks to power their Videoloft installations. The low bandwidth nature of our software makes it well suited to these installations.
What happens if the internet connection fails?
Loss of network doesn’t mean loss of footage, even cloud has a back up! All Videoloft Cloud Adapter come with 32GB built-in storage and acts as a back up in case of a network outage or bad connection. If the internet goes down, it’ll store the video footage from the cameras on the edge and automatically send it to the cloud when the internet connection has been restored.