How can we help?
Most problems are fixed in under a minute. If not, write to us — a real person answers.
My camera shows "offline"
- Make sure the camera phone is plugged in and ZoomieCam is open on its screen. If the app was closed or the phone restarted, open ZoomieCam on it again.
- Check that the camera phone is connected to Wi-Fi (not just showing the Wi-Fi icon — open a web page to be sure).
- Turn off Low Power Mode on the camera phone and keep it out of direct sunlight.
- Still offline? Restart the camera phone, open ZoomieCam, and wait 30 seconds. You'll get a notification when it's back.
Live video or clips won't load
- Check your watching phone's connection — try switching between Wi-Fi and mobile data.
- A weak Wi-Fi signal near the camera phone is the most common cause. Move the router or the camera phone a little closer.
- If the camera phone got warm, ZoomieCam lowers video quality on purpose for a while. It recovers on its own once it cools down.
- Update both phones to the latest ZoomieCam version from the App Store.
The camera phone gets warm
Keep it on a hard, open surface (not a blanket or a closed shelf), away from windows and heaters, and remove thick cases. Use the original charger if possible. ZoomieCam dims the screen and reduces quality automatically when needed. More tips: Old iPhone overheating as a camera: fixes.
How do I move to a new phone?
Sign in to the new iPhone with the same Apple ID and make sure iCloud Keychain is turned on. Install ZoomieCam — your pets, cameras and subscription come back automatically.
Not using the same Apple ID? On the old phone open Settings → Move to a new phone and follow the steps to transfer with a code.
I paid for Pro but it's not active
Open ZoomieCam → Settings → Subscription → Restore. Make sure you're signed in to the same Apple ID you used to buy. If it still doesn't work, email us the date of purchase and your anonymous ID from Settings → About.
How do I cancel my subscription?
Subscriptions are managed by Apple. On your iPhone open Settings → your name → Subscriptions → ZoomieCam Pro → Cancel Subscription, or tap Manage in ZoomieCam → Settings → Subscription. Cancel at least 24 hours before renewal to avoid the next charge. Deleting the app does not cancel the subscription.
How do I invite my family?
Go to Settings → Family and share your invite link. Family viewing for up to 5 people is part of ZoomieCam Pro.
How do I delete my data?
Open Settings → Privacy & Data → Delete all my data. This permanently removes your pets, cameras, clips and reels from our servers. You can download a copy first with Export my data. Details are in our Privacy Policy.
Which iPhones work?
iPhone XS, iPhone XR or newer with iOS 17 or later, for both the camera phone and the phone you watch from.
Still stuck? Email support@hashcode.software — tell us your iPhone models and what you see on screen. We usually reply within one business day.