Help & support
How can we help?
Answers to common questions below. If yours isn't here, a real person replies within one business day.
Getting started
How do I set up CareCam at my center?
Sign up and we'll ship a pre-configured appliance. Plug it into your network, connect your existing cameras (or new ones), and most centers go live within a week. No installer or site visit is required.
Do I need new cameras?
Not usually. CareCam works with most IP cameras that support RTSP, ONVIF, and H.264, including Hikvision, Anpviz, UniFi, Hanwha, and Dahua. Check your specific model on the camera compatibility page.
How do parents get access?
Parents sign up in the app or on the web and submit an access request for their child's classroom. A center admin reviews and approves it, choosing which cameras and viewing hours the parent can see.
Cameras & streaming
A camera shows as offline or the stream won't load. What do I check?
First confirm the camera has power and network connectivity, and that nothing local (a router reboot, an IP change, a firmware update) has knocked it offline. If it looks fine on your end, email us the camera name and center name and we'll check the appliance's connection to it.
Why does the video look choppy or low quality?
Streaming quality usually comes down to upload bandwidth at the center or the camera's substream settings. Email us your camera model and we can help tune the substream, or confirm what bandwidth the site needs.
Can I control which hours parents can view?
Yes. Center admins can set viewing-hours windows per classroom, so parents only see live video during approved times.
Account & access
I forgot my password.
Use the reset link on the sign-in page to receive a password reset email.
How do I approve or remove a parent's camera access?
Center admins manage this from the center dashboard: review incoming access requests, and revoke a parent's access to a classroom or camera at any time.
Can I add or remove classrooms and cameras?
Yes. Email or call us and we'll help you add, move, or remove cameras and classrooms as your center changes.
Billing & plans
Is CareCam a long-term contract?
No. All plans are month-to-month. You can upgrade, downgrade, or cancel at any time.
Do parents pay anything?
No. The CareCam app is completely free for parents. Only the center pays for the platform subscription.
I have a question about an invoice or charge.
Email [email protected] with your center name and the invoice in question, and we'll get back to you within one business day.
Still stuck?
Send us your question, camera model, or center name and we'll reply by email within one business day.