Question 1

I changed my modem/router, Wi‑Fi name, or Wi‑Fi password and now my camera is offline. What do I need to do?

Accepted Answer

When you change your modem, router, Wi‑Fi name (SSID), or Wi‑Fi password, your Toucan camera can no longer recognize the network and will go offline. To fix this, simply reconnect the camera by going through the setup process again in the Toucan Smart Home App. Make sure your phone is first connected to your new Wi‑Fi network, then open the app, click the camera settings, find Network, Click Change Network, and follow the pairing steps. This will update the camera to your new Wi‑Fi settings without deleting your device, recordings, or account.

Question 2

Toucan Smart Home App Troubleshooting – Delete, Reinstall, and Enable Permissions (Android & iPhone)

Accepted Answer

If you’re experiencing issues with the Toucan Smart Home App, we recommend performing a full reinstall. This often resolves most app-related problems without affecting your devices.  Reinstalling will not remove your cameras or devices from your account, and your settings will remain intact.  For Android Users:  Please uninstall the app through: Settings → Apps → Toucan → Uninstall Then reinstall the App from here.  For iPhone Users:  Please delete the app (do not offload it) by going to: Settings → General → iPhone Storage → Toucan → Delete App Then reinstall the App from here.

Question 3

Where are my video recordings stored?

Accepted Answer

Videos are recorded to our secure cloud server, and only YOU (and those you share your cameras with) have access to your video.

Question 4

What is the maximum duration for Do Not Disturb and Snooze Scheduling?

Accepted Answer

The maximum scheduled time is 23 hours and 59 minutes.

Question 5

Can you flip the Camera view?

Accepted Answer

This feature is unavailable.

Question 6

What is Human Detection?

Accepted Answer

Human Detection is a feature launched on some of our Wi-Fi Cameras (Floodlight, V3D, V3, S4, and S5) that enables you to:  Filter video clips based on whether or not a person was detected by the camera, or just motion Receive notifications only when a person is detected Select a different notification sound when a person is detected.

Question 7

How effective is human detection?

Accepted Answer

It depends on factors like whether or not the person is partially obscured, how close they are to the camera, or if they are carrying a large object, but it is very effective: In over 90% of the time a person triggers the motion sensor on the camera, it will successfully detect them as a human.

Question 8

How do I get Human Detection on my Toucan product?

Accepted Answer

This feature is readily available to you for some our PRO cameras, Floodlight, S4, V3D, V3, and S5 if you are a PRO or ELITE subscriber.   To enable the feature, go to the camera settings > motion detection > human detection

Question 9

I uninstalled or reinstalled the Toucan Smart Home app, and now my album of downloaded footage is gone. Can I get my downloaded videos back?

Accepted Answer

We made sure that you would NOT lose your video by uninstalling or reinstalling the app by storing downloaded footage in two locations, which is why the app requests local storage/photos permissions. 1. The app first stores the downloaded footage in the app itself. This is the in-app "Album" and will be erased in the event that you uninstall/reinstall the app. 2. The app also stores the downloaded footage in your local galleries/ photos - that means you just need to check your mobile device's native photos app for those dates. This ensures that unless you manually delete the footage or you don't back up your photos when you change phones or factory reset your phone, you will still have your footage.

Question 10

What Toucan products does the Toucan Smart Home App work with?

Accepted Answer

The Toucan Smart Home App is used to pair and manage the Toucan Home Security Cameras such as TVD300D, TVD300V, TSC100, TWC400S, TSLC10WU, TSCP05GR, TVDP05GR, TWSC01WU, TPTSC01WU, TWC200WU, TWC300WU, TVD200WU, TVD100WU, and Sconce Light.

Question 11

I'm having trouble pairing my Toucan camera or doorbell with my Android phone - my camera tells me "Device is initializing", then it doesn't tell me anything else.

Accepted Answer

For cameras that pairs with Bluetooth (TVD100WU, TVD200WU, TWC200WU, TWC300WU, TSCP05GR, TVDP05GR, and TSLC10WU), this means that your phone and the camera aren't talking to each other over Bluetooth like they're supposed to during setup process.   There are a few possibilities:  It could be a timing issue where the Bluetooth on your phone and the Bluetooth on your camera are missing each other's connection requests. Try the following: 1. Ensure that both Wi-Fi and Bluetooth are turned ON on your phone 2. Follow the app directions UNTIL you come to the screen where the app asks you to put in your 2.4 GHz Wi-Fi password. 3. Enter your Wi-Fi password, do NOT tap "Next" in the app yet. 4. Press and hold the "Set" button on your camera or doorbell until the light is flashing blue 5. Wait until you hear the first voice prompt: "The Device is Initializing" 6. Press "Next" in the app If this doesn't work, you might try wiping the Bluetooth cache on your phone. This is easy to do and will cause no ill effects on your phone. Just do the following: 1. Go to your phone's settings menu 2. Select "Apps" 3. Tap the 3 dots in the upper right and select "Show System Apps" 4. Scroll down to "Bluetooth" and select it. 5. Select "Storage" 6. Select "Clear Cache" (don't select "Clear Data") Then go back into the app and try pairing again. If that doesn't work, please reach out to us for further troubleshooting.

Question 12

I'm having trouble pairing my camera or doorbell with my Android phone - my camera tells me "Device is initializing", then says "Setup is in Progress" but then it fails. What's going on and how do I fix it?

Accepted Answer

Usually it means that your phone and the camera were able to talk to each other, but then the camera wasn't able to connect to the WiFi. Double check that you're connecting on a 2.4GHz WiFi network AND that the password you entered is 100% correct (Caps, symbols, and all!)

Question 13

Why do your cameras only work on 2.4Ghz WiFi?

Accepted Answer

2.4 GHz Wi-Fi has much greater range than 5Ghz. The lower the frequency, the greater the range. Power consumption on a 5 GHz Wi-Fi radio is higher, so a 2.4 GHz Wi-Fi radio makes MUCH more sense on a battery-powered device.

Question 14

How Toucan Notifications Work (App & Phone Settings Guide)

Accepted Answer

Overview  The Toucan Smart Home App lets you manage which types of alerts you receive from your devices—such as motion detection, person detected, and camera status. You can also choose a notification ringtone sound within the app.  However, whether you receive an audible alert, a silent popup, or no notification at all is determined by both:  Your Toucan App settings, and Your phone’s notification settings This guide explains each setting, including how Do Not Disturb inside the Toucan app works.  Toucan App Notification Settings  Notification Types You Can Enable/Disable  Inside the Toucan Smart Home App, you can turn on or off the following alerts:  Motion Detection Person Detected Camera Status (online/offline) Notification Ringtone Sound (selectable within the app) These settings control what types of alerts you will receive.  Toucan App “Do Not Disturb” Feature  The Do Not Disturb option inside the Toucan app temporarily pauses all notifications from your Toucan devices.  What happens when Toucan Do Not Disturb is ON?  Your cameras will continue to operate normally Events will still be recorded You will NOT receive any notifications of any kind (no audible sound, no popup, no banner) This is ideal if you don’t want alerts during certain times (sleep, meetings, etc.) but still want the system to keep recording events.  To resume receiving alerts, simply disable Do Not Disturb in the app.  Phone Controls: Audible Alert vs. Popup Notification  Even if notifications are enabled in the Toucan app, your phone’s settings decide whether alerts make a sound or appear silently.  Below are steps to ensure you receive alerts as intended.  Android Devices  If notifications are silent or missing:  1. Allow Notifications  Go to: Settings → Apps → Toucan → Notifications  Turn Allow Notifications ON 2. Enable Notification Sound  Inside notification categories:  Turn Sound ON Choose your preferred tone 3. Check Do Not Disturb  Go to: Settings → Sound → Do Not Disturb  Turn DND OFF or allow Toucan as an exception. 4. Battery Optimization (Recommended)  Go to: Settings → Apps → Toucan → Battery  Set to Unrestricted This helps ensure alerts aren’t delayed or suppressed. iPhone (iOS Devices)  If you only receive silent banners or no sound:  1. Allow Notifications  Go to: Settings → Notifications → Toucan  Turn Allow Notifications ON 2. Enable Sounds  On the same screen:  Turn Sounds ON Make sure Alerts (Lock Screen / Notification Center / Banners) are enabled 3. Check Ring/Silent Switch  Ensure the physical side switch is set to Ring, not silent. 4. Check Focus / Do Not Disturb Modes  Go to: Settings → Focus  Turn Focus mode OFF or add Toucan to Allowed Apps. Summary  The Toucan App lets you control what types of notifications you receive and provides a Do Not Disturb feature to pause notifications while still recording events. Your phone settings determine whether alerts are audible, silent, or hidden. Ensure both the app and phone settings are configured properly for reliable notifications.

Question 15

What is "Motion Zones" in the app?

Accepted Answer

All Toucan cameras allow you to mark certain areas of the camera's field of view so the camera will not look for motion in those areas. This helps prevent false alerts! Simply go to the camera's settings, then tap "Motion Zones" - Adjust the grid by dragging the lines, then select the areas where you don't want the camera to look for motion. Selected areas will be orange, and they won't be looking for motion.

Question 16

How can I snooze my camera?

Accepted Answer

There are two ways to snooze your Toucan cameras: 1. Schedule - under Camera Settings > Motion Detection, there is an option to schedule a snooze. The camera will then go to sleep during that time and will not record.  2. Instant - On the Home, on each of your cameras you will see a snooze button. Just tap that and you can turn on a snooze for up to several hours.

Question 17

What is "Do Not Disturb" Feature and how to turn it on/off?

Accepted Answer

“Do Not Disturb” feature will turn off your Camera's capability to detect motion within a certain time.   Go to the camera's settings, then motion detection, and tap "Do Not Disturb" at the top. On this menu you can either just enable “Do Not Disturb” all the time, or schedule it so it is only on when you want it on.

Question 18

When I'm streaming the video (Live View or Live Feed), it always says "Are you still watching?" after a minute. Why does it do this?

Accepted Answer

After a minute, the app will remind you on-screen that you are still streaming and ask you if you want to continue watching. This can be prolonged if you have a PRO or ELITE subscription.

Question 19

How do I download videos that my camera recorded?

Accepted Answer

On the Events tab, go to the video footage you want to download. You will see a little box with an arrow pointing down. Tap that, the video will download automatically from the cloud to your mobile.  For the BASIC Plan, you can only download up to 5 videos per month.  For the PRO and ELITE Plan, you can download unlimited videos.

Question 20

Can I view or stream multiple cameras at the same time?

Accepted Answer

You can only stream ONE camera at a time.

Question 21

Can I access my account on multiple devices?

Accepted Answer

Yes. When you sign in to your Toucan Smart Home App account on one device, it will sign you out on the other device. To prevent this, please share your camera to another account and log in with that account from your other device.

Question 22

With the BASIC Plan, how many videos can I download from the cloud per month?

Accepted Answer

With the BASIC Plan, you can download up to 5 videos from the cloud per month. With the Pro and ELITE Plan, there is no limit.

Question 23

How do I delete recordings or footage from the cloud?

Accepted Answer

You can delete any recordings that are saved on the cloud in just a few easy steps: 1. Tap the trash bin icon in the upper right 2. Tap the checkboxes next to any footage you want to delete 3. Tap the "Delete" button at the bottom of the screen

Question 24

Why can't I download video that was stored on the cloud?

Accepted Answer

To ensure the best experience with your Toucan Smart Home App, please make sure all necessary permissions are enabled on your phone, especially for Microphone, Speaker, Location, Camera, Storage, and Notifications.  For Android phones: Go to your phone’s Settings, search for Apps, then search for Toucan, then select Permissions, and ensure all permissions are allowed. For Apple phones: Go to your phone’s Settings, search for Apps, then search for Toucan, and enable all the necessary permissions.

Question 25

Do I lose my video footage if I delete or reinstall the app?

Accepted Answer

For any footage stored on the cloud, you will not lose them. All footage saved on the cloud stays on the cloud (unless it expires).    For any footage you have downloaded: When you download footage from the cloud, it is stored in TWO locations on your phone (just to be safe). One is in the app itself. If you delete the app, you lose that copy.  The other is in your phone's native photo/video storage, which will NOT be touched if you uninstall the Toucan Smart Home app.

Question 26

Why does the app need all these permissions? What do they do? The app is asking for Location, Storage, Microphone, Contacts, and phone permissions.

Accepted Answer

Toucan Smart Home App only request permissions initially that are absolutely ESSENTIAL for the full functioning of the app:  Storage - The app uses storage permissions for three functions: It stores a still image from the camera for the HOME to use, it uses it for streaming recorded footage to your phone (stores it locally, temporarily), and the App uses storage permissions for DOWNLOADING recorded footage (or if you want to do a live capture). Location - Permission to access the name of the Wi-Fi network your phone is on is under "Location" permissions, that's the primary use. We also use it for identifying the general region you're in, so we connect everything to the correct servers for faster service. Both Apple and Google put Wi-Fi permissions under "Location". Microphone - This is only used when you're using two-way audio on your camera, so you can speak through your camera. Contacts - We have an "SOS" function that allows you to dial someone while you're looking at your camera with a tap. It uses contacts permission so you can select that person beforehand from your phone's contacts. Phone - This is also for the "SOS" function, so it can send the contact to your phone's call handler and dial the number.

Question 27

What are bookmarks, in the Toucan app? What are they for?

Accepted Answer

Say that there's some footage that your camera recorded - you want to make sure it isn't deleted when it's set to be auto-deleted due to it being older than 7 or 90 days (depending on your subscription). Bookmarking the footage will keep it saved and accessible indefinitely, without having to download it.

Question 28

My camera or doorbell won't update its firmware, it just keeps showing "Updating" in the app

Accepted Answer

There's two major possibilities, depending on whether you're trying to update the camera from a recent firmware (you've updated it before) or from an older firmware (you've just paired it, and it wants to update). In both cases, we have the solution for you in this blog entry:  How to fix: Firmware won't update

Question 29

Why are my push notifications delayed (Android Phone)?

Accepted Answer

Android is very smart and will sometimes apply battery optimization settings to certain apps in order to conserve your phone's battery. This also means that your phone may make it, so the Toucan Smart Home App only sends push notifications when your phone is unlocked.   To fix this:  Go to Android Settings Select “Apps” Scroll until you find the Toucan app Select “Battery” Check “Unrestricted” Doing this will allow the Toucan app to run in the background to send push notifications as needed, rather than just when you unlock your phone.

Question 30

What is the difference between "Do Not Disturb" and "Snooze"? Do they do the same thing?

Accepted Answer

They're different in how they work AND what the end result is.   Do Not Disturb simply means that the camera or doorbell will not send any push notifications when it detects motion. Everything else about the camera functions normally: It will record when it detects motion and it's still available for live streaming. Snooze is a bit different: Snooze actually turns off the motion sensor on the camera. It won't send notifications and it will not record any footage. You can still live view the camera when "Snooze" is turned on, however! Snooze offers privacy and lets you conserve battery life when you don't need to be recording.

Question 31

Can I set up Wi-Fi Cameras to pair with my computer instead of a phone?

Accepted Answer

Toucan Smart App only supports most versions of Android and iPhone and does not support computers yet.

Question 32

How to change my Wi-Fi Camera network?

Accepted Answer

To change your device Wi-Fi, please first connect your phone to the new Wi-Fi, then go to your Toucan App->Device Settings->Network->Change Network-> Follow the instructions on the App.

Question 33

Do Toucan smart home products work with third-party apps for smart home devices?

Accepted Answer

Toucan Home Security Cameras will work with the Toucan Smart Home App, and they can be linked to Google Home and Alexa once you have set them up in the Toucan app.

Question 34

How do I turn off the notifications on the cameras so I won't receive notifications to my phone?

Accepted Answer

You can schedule the notifications to be muted - go to the camera's individual settings, then select "Do Not Disturb", and set the schedule. During the scheduled time, you won't get notifications BUT video will still be recorded to the cloud.

Question 35

How do I temporarily turn off the camera, so it won't record?

Accepted Answer

You can actually just turn off the motion sensor temporarily, what we call "Snooze" - you'll see a little button by each camera on the dashboard with a power symbol and a clock. That's the snooze button; you can snooze for any number of hours. During "snooze" the camera will NOT record any footage, and it will NOT send notifications.

Question 36

How do I change the time on the timestamp? It seems to be on central time and we are in the mountain time zone.

Accepted Answer

The camera will automatically pick up the network time from the network it's connected to. However, if you want to select a different time zone, you will be able to do this during setup, and you can also change this in the individual camera's settings, then search for ‘Time Zone’.

Question 37

If someone shares a camera with me, can I access the cloud recordings as well?

Accepted Answer

Yes! You'll be able to see the recordings for any cameras shared to you, but only the camera's OWNER can delete any recordings.

Question 38

How do I share a camera with someone else?

Accepted Answer

Open the Toucan App: Tap the "Settings" button on the bottom right, then tap "Shared Devices". Tap the orange arrow next to the device you want to share, then enter the email address (Toucan ID, different than yours) of the person you want to share the camera with.   We put together these helpful steps below for you to follow along:

Question 39

Someone shared camera with me, how do I accept it?

Accepted Answer

Open the Toucan App: Tap the "Settings" button on the bottom right, then tap "Shared Devices". You'll see a camera name with an "Accept" button next to it. Tap "Accept" and you will now have access the camera.

Question 40

I want to delete a camera that someone shared with me, how do I do that?

Accepted Answer

Open the Toucan App: Tap the "Settings" button on the bottom right, then tap "Shared Devices". The camera that was shared TO you will be listed showing the name of the camera and the person who shared it with you with a "Delete" icon to the right. Just tap on the "Delete" icon and confirm it. That particular camera will no longer be shared to you.

Question 41

I want to stop sharing a camera with someone else, how do I delete it from their account?

Accepted Answer

Open the Toucan App: Tap the "Settings" button on the bottom right, then tap "Shared Devices". If you shared any device with anyone, the person's Toucan ID it will be listed right under the Camera Name with a "Delete" icon to the right. Just tap on the "Delete" icon and confirm it. The other account will no longer have access to your camera.

Question 42

When I sign in to the app, sometimes I see the message "Your account has been accessed on another device". What does that mean?

Accepted Answer

To help keep your account safe, an account may only be signed into one mobile device at a time. When you see this message, It means you may have signed into your account on a different device, you uninstalled/reinstalled the app without signing out of the app, or someone else may have accessed your account. In the case of the latter: 1. Log back into your account (kicks out the other device) 2. Change your password immediately 3. Enable two-factor authentication #2 & #3 are accessible in the Toucan App. Go to Settings, then My Account.  If your app crashed and you got this notification when you signed in: It's because our cloud thinks it's a new device connecting, because the old session is still on. You can probably disregard this message, but it doesn't hurt to change your password.

Question 43

The app is telling me I need to pair my camera or doorbell to a 2.4GHz Wi-Fi network. What does that mean?

Accepted Answer

Just about every Wi-Fi network will broadcast at LEAST 2 Wi-Fi networks (unless one has been disabled) - a 2.4GHz network and a 5GHz network. Older Wi-Fi routers will usually give each one a different name to tell you which one is which. Many newer Wi-Fi routers introduced recently will have both of the networks under the same name. If your router is a dual-band router where both networks have the same exact name, don't worry. It should pair with no problems.

Question 44

I can't connect my Wi-Fi Camera to my AT&T Wi-Fi Router

Accepted Answer

Certain AT&T Broadband Wi-Fi routers make it difficult to connect your Toucan product to Wi-Fi.   The issue is that some particular models, especially the BGW-210, have the 2.4Ghz turned OFF by default.  What that means is that Toucan products will not be able to pair with this network, as Toucan's products require a 2.4Ghz network to connect to. Fortunately, there's an easy way to turn this on.   First, you'll need to open your browser on your phone or computer while connected to your Wi-Fi.  1) Log into your ATT Router Configuration Page (192.128.1.254) - NOT the Smart Home app (not enough options in Smart Home). 2) Enable the GUEST WIFI option... it is exclusively 2.4GHz. Choose a good password. 3) Connect your phone to the GUEST Wi-Fi connection for setup. 4) Start the pairing process in the Toucan app - just make sure that you connect the Toucan product to the GUEST Wi-Fi and that you have the password correct (it's case sensitive).

Question 45

I can't see my video stream when I open the camera in the app.

Accepted Answer

Here's a few quick fixes:  Make sure your camera shows as being online in the app. If it's online: Ensure you have a good connection on your handset to mobile or Wi-Fi data Ensure that you are running the latest version of the Toucan Smart Home App and the latest firmware for your Cameras. Are you using a third-party VPN App? Sometimes third-party VPN app can prevent your cameras from streaming. Sometimes you will only get audio, sometimes you will get nothing at all. Usually, your VPN app will allow you to set apps that can be exempt from the VPN. If you set the Toucan app to be exempt, this can resolve the streaming issue. Please make sure all necessary permissions are enabled on your phone, especially for Microphone, Speaker, Location, Camera, Storage, and Notifications. For Android phones: Go to your phone’s Settings, search for Apps, then Toucan, click on it, then select Permissions, and ensure all permissions are allowed. For Apple phones: Open your phone’s Settings, scroll down to find Apps, then Toucan, and enable all the necessary permissions.   Restart your Phone. If all else fails, reach out to us.

Question 46

How long does it take to start streaming video from my camera?

Accepted Answer

On average, streaming will start a few seconds after you go to view live video.

Question 47

Can 2 people view the cameras at the same time?

Accepted Answer

Only one user can view the camera at a time. The device owner takes precedence (Overrides others when viewing the same camera at the same time). For multiple users to have access to the same Wireless Outdoor Camera or Video Doorbell, a PRO or ELITE Toucan Shield Plan is needed to share the devices with up to 10 other users, but even then, only ONE user can view the live feed at a time.

Question 48

How to cancel my PRO or ELITE Plan?

Accepted Answer

Subscriptions are managed directly through your app store. Simply open the app store where the subscription was originally purchased:  Cancel a subscription on your iPhone: https://support.apple.com/en-us/HT202039  Cancel a subscription on your Android phone: https://support.google.com/googleplay/answer/7018481?

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See what is happening and respond from your phone.

Connect the right device for each area.

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