You're currently in Personal Support. If you're a Business customer, visit our
Your monthly video clips explained
Everything you need to know about your video clips
Monthly clip limit vs. online storage
Monthly clip limit | Online storage |
 This is the number of new clips that users can upload per calendar month. If a user's account reaches its upload limit, all non-alarm recording rules are paused and cannot be resumed until the first day of the following month. |  This is the number of uploaded clips the account can store online at any given time. If there is no space left, clips are deleted automatically from oldest first as the new clips get uploaded. |
How many clips can I upload each month?
You can upload a
maximum of 3,000 clips a month
of manual and scheduled recordings. If you exceed this threshold, you will need to wait until next month for your limit to reset. Note
: If you own a monthly plan with a Slimline or Round Doorbell Camera only, your video clip upload limit is 1,200 clips per month. If you have either an Indoor or Outdoor Camera, your plan will come with 3,000 clips per month.If your account reaches its monthly upload limit, the recording rules are paused with the exception of alarm-triggered rules
. This means during alarm situations only, your cameras will record your videos and upload them to your account, regardless of whether you have exceeded your monthly limit or not. Recording rules will resume automatically on the first day of the following month.Note:
Unused clips from one month do not roll over to the following month.Our newer cameras are able to record continuously. Learn more about .
24/7 continuous recording
How do I check my monthly usage?
You can check how many uploads are included in your service plan, your monthly usage and trends.
Accessing your usage report from the mobile app
:- Log in to the.TELUS SmartHome mobile app
- SelectVideo.
- Select theSettingsicon at the top of the screen and selectRecording Rules.
- SelectUsage Reportfrom the top of the screen.
Instructions to access your usage report from the web portal
:- Log in to the.web portal
- SelectVideofrom the navigation pane on the left-side of the page.
- SelectSaved Video Clipsfrom the top of the screen.
- SelectUsage Reportfrom the top of the screen.
How many clips can I store on my account?
Your account can store a maximum of 3,000 clips depending on your service package. If you record more than the maximum amount, your oldest clips will be overwritten with the new.
Your storage capacity is different from your monthly upload limit. If you exceeded your monthly upload limits, deleting a clip will not allow you to upload a new clip to your account.
Can I save important clips on my account?
You can save important clips so that they are not overwritten, by going to your TELUS SmartHome account and protecting your video clips.
Protecting my video clips from the mobile app
- Log in to the TELUS SmartHome mobile app
- SelectVideo
- From the top navigation bar, selectSaved
- Select the video clip(s) you want to protect
- At the top, select the lock icon to protect your clip(s)
Protecting my video clips from the web portal
- Log in to theweb portal
- SelectVideo
- SelectSaved Video Clips
- Hover over the clip(s) you would like to save and select the three dots
- Next, select theProtect clipoption
How long are the recorded clips?
You can set the duration of the clips by going to your TELUS SmartHome account.
- Log in to the.TELUS SmartHome mobile app
- SelectVideo.
- SelectSettings.
- Select the video camera from the device list.
- SelectVideoin theSettings.
- SelectClip Length Settings.
- After adjusting the clip’s length, selectSave.
- Video Analytics clips are approximately 30 seconds long. These clips are not affected by the Camera-triggered clip length setting.
- You can record up to 15 minutes of continuous clips when an alarm is triggered (can be customized or changed at any time). These clips will record even if you have exceeded your monthly limit.
- You can enable pre-trigger recording which will record 2 to 4 seconds prior to the motion event.
Optimising the number of uploads (indoor and outdoor cameras)
When an account's video clip upload limit is reached the recording rules are paused with the exception of the alarm-triggered rules.
Using Video Analytics to capture footage that matters most
Careful camera placement and recording rule configuration reduces unwanted recordings. With
Video Analytics
, you can customize recording rules to define what will and will not trigger a clip upload. The best practices to ensure accurate recordings include:- Ensuring the horizon line is level and closer to the middle of the frame horizontally
- Avoiding intersecting tripwires or overlapping ground zones with objects that are prone to movements, such as trees, bushes or other objects that move in the wind
- Only drawing rules where the feet or wheels of an object should cross
- Do not increase the size of the loiter zone or tripwire to cover the whole of the target
- Do not include furniture, walls, trees or other structures in the rule or selection
- Tripwires should be set for less than eight meters (25 feet) to improve accuracy of triggers during daytime and five meters (15 feet) for nighttime. Cameras supportingVideo Analyticscan support up to three rules, which can be customized to run between set times of day
- Increasing theMinimum Delay Between Clipsto reduce repeated or unwanted triggers
- After observing what the rule detects over a few days, consider adjusting either theMinimum Object Detection Sizeslider, recalibrating the camera depending on your model or adding privacy zones to obscure certain areas of the camera’s view, such as public sidewalks or a neighbor’s property from being recorded.
- When adjusting theMinimum Object Detection Sizeslider, increasing the minimum object size can reduce false detection.
- Depending on the season,Video Analyticsmay need to be slightly altered to account for changes in the environment, such as leaves falling, snowfall or increased traffic.
For more information about the ideal page.
Video Analytics
configuration, please see the Setting up Smart Video Alerts
Optimising the number of uploads (doorbell cameras)
How air temperature affects doorbell motion detection
Due to the nature of infrared motion sensors, it's common to see a change in clip quantity during different times of the year. This variability is due to the difference in temperature between the person or vehicle being detected and the ambient air.
- During warm months, clips tend to trigger less often
- During cold months, clips tend to trigger more often
To prevent these changes, it may be necessary to tweak the sensitivity slider to account for changes in weather.
Adjusting the Doorbell Sensitivity slider to improve accuracy
Your doorbell camera uses a fixed lower portion of the camera view for motion triggers to avoid recordings from non-human activity. By adjusting the sensitivity slider, your camera will:
- Increase or decrease the size of the fixed area
- Increase or decrease the minimum object size necessary to prompt a recording
- Disable the passive infrared sensor (when set toExtremely High)
To change the sensitivity setting using the SmartHome app:
- Log into the Customer app
- SelectDoorbell
- Select the gear icon
- Select and select the desired camera
- Use theMotion Sensitivityslider to adjust to the desired sensitivity
- Select the checkmark icon orSaveto save your changes
To change the sensitivity setting using the web portal:
- Log into theweb portal
- SelectVideo
- SelectSettingsin the upper menu
- Select your doorbell camera from theVideo Devicedropdown
- SelectVideo Device Info
- Adjust the sensitivity slider near the bottom of the page
- SelectSaveto ensure your changes are retained
Did this article solve your problem?
Yes
No
Related articles
Learn how to adjust the video resolution and image quality of your Doorbell Camera to improve device performance under various conditions.
Learn about accessibility at TELUS