When to Contact HDSS (and When You May Not Need To)

At HDSS, we’re here to support your surveillance system and ensure your cameras function as expected. That said, many mobile app issues can be resolved directly by you — especially if you’ve been signed out or deleted the app. This guide will help you understand when you should try resolving an issue yourself and when it's time to reach out for support.

🔐 Common Issue: Signed Out or Deleted the App

One of the most frequent support requests we receive is from customers who have been signed out of their mobile CCTV app or have accidentally deleted it.

What You Can Do:

Reinstall the App from the App Store or Google Play
Sign Back In using the same method you used when first registering the app:
- Most users register using their mobile phone number
- Others may use their email address
If you don’t remember which, try both during login

Forgot Your Password?

Use the "Forgot Password" link on the app login screen
Follow the prompts to reset your password
HDSS does not store your personal mobile app password and cannot retrieve it

If you're still unable to log in after trying the above steps, you can submit a support ticket and we'll assist you further. Please note that support for mobile app login issues may be limited based on your warranty or service plan.

🔁 Understanding Password Types: App vs Recorder

It's important to know there are two separate types of passwords in your CCTV system:

1. Mobile App Password (User-Controlled)

Created by you during app setup
Used to access your camera feeds via smartphone
HDSS does not store this password

2. Recorder (NVR) Password

This is the password to the physical DVR/NVR recorder
HDSS typically creates a custom password during installation and stores it securely for future support
You are free to change this password at any time

❗ What Happens If You Change the Recorder Password?

If you change your recorder/NVR password and later forget it, HDSS may not be able to assist over the phone
A service call will be required to reset or recover the device, and a service fee will apply

🔒 Note: HDSS does not create hidden or "backdoor" access accounts. You have full control over your system. However, this also means we rely on access credentials provided during installation unless you've changed them.