Help & common questions
Most answers are below. Anything else — [email protected], a human replies.
Getting started
How do I claim my hub?
Create an account, sign in, go to My Devices. Enter the claim code printed on your hub (or its box). The hub is bound to your account until you release it.
How do I add a camera?
Power the camera near your router. Open the app → Set up cameras. Enter your Wi-Fi name and password once. The app finds each camera's setup network and configures it.
Do cameras need 2.4 GHz Wi-Fi?
Yes — the cameras connect on 2.4 GHz (better wall penetration). Your phone can stay on 5 GHz.
Account & billing
I forgot my password.
Use Reset password — single-use link, expires in one hour.
How do I share cameras with family?
My Devices → Manage → invite their email as viewer (watch only) or admin (watch + control). They need their own free account.
How do I cancel or change my card?
Account → Cancel subscription. To change card: cancel and re-subscribe, or email support.
Troubleshooting
A camera shows offline.
Power-cycle it, wait 60 seconds. If still offline: check Logs for that camera, confirm your Wi-Fi password hasn't changed. If it has, re-run camera setup.
Video won't load away from home.
Confirm the hub is powered and online (dashboard loads at home). Check your subscription is active. Then sign out and back in — stale session is the most common cause.
Router security app blocked the site.
Some router products flag new domains. Mark theshutterline.com as allowed and report it as a false positive.
Email [email protected] with what you tried and a screenshot if possible. Include your ShutterLine account email.
