FAQs

Please check out our video on how to pair our camera that is using QR Code to our Toucan Smart Home App.

We are a US Corporation based in So. Calif. Our security cameras are manufactured in Vietnam. However all other aspects are here in the USA, including our cloud servers and customer service.

For one reason or another you may need the serial number of your product. We make this readily available and easy to find.

If you're looking on the product itself:

• Wireless Outdoor Camera - It's on the barcoded sticker on the bottom of the camera
• Wireless Video Doorbell - It's on the barcoded sticker on the back of the doorbell
• Security Light Camera - It's on a barcoded sticker on the bottom of the camera
• Toucan Connect Conference Speaker or HD Conference System - It's under the base of the speaker
• Toucan Connect Streaming Webcam - It's on the underside of the camera's base
• In the app (all products, if paired) - go to camera settings, you'll see it right at the bottom of the page.

Office hours between Monday to Friday, from 8:30am to 5:30pm (PST). We are located in City of Industry, CA 91748. We are not open to the public for purchasing.

You can chat with our Toucan agent for any questions online by clicking the chat icon located in the left bottom corner of the Toucan Smart Home website. You may also contact us at support@toucansmarthome.com.

Please know the model number or the name of the product. You may find this information at the bottom or back label on your device. You may also find it at the packaging box near the barcode. Other things that are helpful for us (if you're running into a problem):

1. 1. What's the model of your mobile device?
2. 2. What version of your mobile phone's operating system are you running?
3. 3. The exact nature of the issue you're running into. As much detail as possible, so we can be prepared to help!

You will need to contact the retailer or catalog company which you have made your purchase with. Please note that all retailers will have their individual refund policies. If you purchased the product through our online store, please email us for further information.

You have 30 calendar days to return an item from the shipping date. Please contact Customer Service at support@toucan.solutions to obtain a “Customer Return Form” before return your item. 

To be eligible for a return, your item(s) must be returned in its entirety, including retail packaging with the UPC code attached and any accessories that were included in the purchase. Your item needs to have the receipt or proof of purchase and a copy of the receipt must be included with the return. 

Please note that any damaged caused by mishandling, improper installation or product defacement will result in your return being denied and the product being returned to you.

Here at Toucan, we want to provide the best experience to expand your smart home. With our products and service, we aim to strive toward an easy to use and convenient product which includes an easy shipping policy. 

We will ship our products within 24 to 48 hours of receiving your order. If you do not receive an email from us or receive tracking within 2 days of your order, please reach out to us immediately and we will help resolve the issue. 

If your package is lost, inform us immediately and we’ll look into the case and contact our shipping carrier for further investigation. 

If your product arrives broken, please reach out to us, take a picture and email us to verify the product shipment. If the product is shown broken in the photos, we will send a replacement right away. Replacements may require an extra 24-48 hours of processing time. 

We offer regular business standard shipping rates. If you are looking for express shipping, you can reach out to us for express/overnight shipping options over email or on the phone for overnight shipping rates. 

We’ve set up to ship the product to the domestic 48 US states, not including HI and AK through USPS. We can ship the product to businesses, PO boxes, apartment and all types of homes. If you’re international and interested in a Toucan product, we are setting up our international shipping policy and you will be charged an additional shipment fee.

You are required to ship in your product along with all the accessories that came with the product. You will also need to print and complete the Customer Return Form obtain through a Customer Service Representative either by mail or email. Your repair/exchange request will not be processed without a Customer Return Form.

(New Purchase Only) Under the manufacturer’s warranty, your product will be replaced for any defective parts or missing accessories free of charge within the 90 days of your purchase (Proof of Purchase is required). You are only responsible for shipping your defective product into our corporate office. If your product has been over 90 days since the date of purchase, you are required for the shipping & handling along with the cost of the repairs.

There's a few reasons why:

1. It is more expensive to put a dual-band WiFi radio in the camera, and we'd like to keep our cameras affordable for you.
2. 2.4Ghz has much greater range than 5Ghz. The lower the frequency, the greater the range.
3. Power consumption on a 5Ghz WiFi radio is higher, so a 2.4Ghz WiFi radio makes MUCH more sense on a battery-powered device.

All of our cameras record to our secure cloud server, and only YOU (and those you share your cameras with) have access to your video. That way, if something happens to your camera, you've still got your recordings. We even offer free cloud recording in addition to extended recording plans!

The account you create when you sign in to Toucansolution.com is separate from the Toucan app. You won't be able to log in to the app with the account you created on Toucansolution.com, and you won't be able to log in to Toucansolution.com with an account you create in the Toucan app. 

Creating an account on Toucansolution.com is ONLY for shopping purposes.

Creating an account in the Toucan app is ONLY for using the app.

Subscriptions are handled by your app store, so just open the app store that you originally subscribed through. If you originally subscribed using Android, do it through the Google Play app. If you subscribed via the App Store, unsubscribe through the App Store. Obviously we're sad to see you go! Your app store will have the latest instructions on how to do this:

iPhone: How to cancel a subscription on your iPhone
Android: How to cancel a subscription on your Android phone

You can also unsubscribe or subscribe via the Toucan Smart Home app by going to Settings > My Account > Account Status
 

First thing to do is check your spam folder. Unfortunately, sometimes an email system might reject our registration confirmations as "Spam". Please consider using a different email address on another email system to create your account, this usually solves the issue. If you are still having this issue, please reach out to us!

Go to the sign-in screen on the Toucan App and tap on "Forgot Password?". You will then receive an email link with a link to reset your password.

Our "Free" plan gives you a full 24 hours of event recording, rolling. If you want more recording time (and a load of other features) check out our inexpensive subscription plans.

You get a LOT longer recording history, and you also get LOTS of added features to get the most out of your cameras.

We have one of the best subscription programs in the industry. Our PRO/ELITE Shield Plan covers all the Wireless Outdoor Cameras and Wireless Video Doorbells you own under 1 account, ALL for only $2.99 per month for PRO and $9.99 for ELITE.

Human Detection is a new feature launched on our most powerful products that enables you to:

1. Filter video clips based on whether or not a person was detected by the camera, or just motion
2. Receive notifications only when a person is detected
3. Select a different notification sound when a person is detected.

Human Detection is currently available on all Toucan products from the PRO lines, as well as the Toucan Floodlight Camera.

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.

If you own one of Toucan's PRO series (Such as the Toucan Wireless Video Doorbell PRO, Wireless Security Camera PRO) or the Toucan Floodlight Camera, the feature is already available to you if you are a PRO or ELITE subscriber. Simply go to the camera settings > motion detection > human detection

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 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.

The Toucan Smart Home App is used to pair and manage the following Toucan products:
Toucan Sconce Light
Toucan Wireless Outdoor Camera
Toucan Wireless Video Doorbell
Toucan Security Light Camera

With more products coming soon!

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's 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 WiFi 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 WiFi password.
3. Enter your WiFi 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 promt: "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!

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!)

There's a few reasons why:

It is more expensive to put a dual-band WiFi radio in the camera, and we'd like to keep our cameras affordable for you.
2.4Ghz has much greater range than 5Ghz. The lower the frequency, the greater the range.
Power consumption on a 5Ghz WiFi radio is higher, so a 2.4Ghz WiFi radio makes MUCH more sense on a battery-powered device.

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.

There are two ways to snooze your Toucan cameras:
1. Schedule - under Camera Settings > Motion there's an option to schedule a snooze. The camera will then go to sleep during that time and will not record.

2. Instant - On the dashboard, on each of your cameras you will see a little icon that looks like a power button and a clock. Just tap that and you can turn on a snooze for up to 5 hours.

Go to the camera's settings 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..

Because most of our cameras are battery-powered, we don't want to drain the battery too quickly. After a minute, the app will remind you on-screen that you're still streaming and ask you if you want to continue watching.

On the Events tab, go to the footage you want to download. You'll see a little box with an arrow pointing up. Tap that, the video will download automatically from the cloud to your mobile.

You can only stream ONE camera at a time. While you can have as many cameras on your account as you want, and they'll ALL record, you can only live view one at a time. There's actually some pretty good reasons for this:

It would use a LOT of internet upload bandwidth, depending on how many cameras you have!
It would use a lot of internet download bandwidth on your mobile.
It would drain the batteries on ALL your cameras pretty quickly.
It's pretty memory-intensive and processor-intensive for your phone.
So in order to keep your cameras running as long as possible between charges, and work with as many internet connections and mobile devices as possible, we keep it limited to viewing one camera live at a time.
 

Yes, but keep in mind that when you sign in to your Toucan Smart Home App account on one device, it will sign you out on the other device.

As a free user, you can download 5 videos from the cloud per month. As a Pro subscriber, there is no limit!

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

The most likely scenario is that when opening the app on Android for the first time, the app requested certain permissions from you. The important one for this is "storage" permissions. The app, in order to download and store ANY files on your phone, needs this.

On Android: go to Android settings > Apps (or Apps and Permissions) > Toucan > Permissions

Check under "Denied" and see if "Storage" is under there. If it is, just enable it. Go back to the app, and you should be able to download the footage just fine.

If you're encountering this issue on IOS, please reach out to us.

The other scenario, and this only applies if you have a "Free" account, is that you've already downloaded 5 clips from the cloud this month. Upgrade to Pro for unlimited clip downloads!

For any footage stored on the cloud, no. 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.

Of course you should always be careful when allowing an app to access certain functions of your phone. We only request permissions 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 Dashboard to use, it uses it for streaming recorded footage to your mobile (it 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 wifi 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 WiFi 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.

If you have any concerns about any of these permissions, please reach out to us!

Did you know that you can now have your Toucan cameras and doorbells automatically greet people in your own voice, when they detect motion? In the Toucan app, you can now record up to a 10 second clip of audio. This feature is available to Pro and Elite users, and it's all done in the Toucan Smart Home app. Here's how:

Go to your camera’s settings in the Toucan app

1. Tap “Auto-Greeting”

Tap the red “Record” button

Say what you want your camera to automatically say, up to 10 seconds. 

Tap the checkmark to set it as your camera’s auto-greeting!

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.

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

If you're using Android, the main culprit of this is Android itself. 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 app only sends push notifications when your phone is unlocked. There's an easy way to fix this.

1. Go to Android Settings
2. Select “Apps”
3. Scroll until you find the Toucan app
4. Select “Battery”
5. 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.

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.

At the moment, the Toucan App supports smartphones and tablets and does not support computers yet.

The Toucan Wireless Outdoor Camera and the Toucan Wireless Video Doorbell will work with the Toucan Smart Home App, and they will also work with Google Home and Alexa once you have set them up in the Toucan app.

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.

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.

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.

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.

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. It's really easy, but we put together these helpful steps below for you to follow along:

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.

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.

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.

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.

Just about every WiFi network will broadcast at LEAST 2 WiFi networks (unless one has been disabled) - a 2.4GHz network and a 5GHz network. Older WiFi routers will usually give each one a different name to tell you which one is which. Many newer WiFi 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.

We've discovered an issue with certain AT&T Broadband WiFi routers that make it difficult to connect your Toucan product to WiFi. 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 WiFi.

1) Log into your ATT Router Configuration Page (192.128.1.254) - NOT the SmartHome app (not enough options in SmartHome).

2) Enable the GUEST WIFI option... it is exclusively 2.4GHz. Choose a good password.

3) Connect your phone to the GUEST Wifi connection for setup.

4) Start the pairing process in the Toucan app - just make sure that you connect the Toucan product to the GUEST wifi and that you have the password correct (it's case sensitive).

Your camera or doorbell probably isn't broken, but something is. Here's a few quick ideas:

1. Make sure your camera shows as being online in the app. If it's online:
2. Ensure you have a good connection on your handset to mobile or wifi data
3. Ensure that you are running the latest version of the app and the latest firmware on your camera or doorbell.
4. Are you using a third-party VPN app like ProtonVPN? Sometimes third-party VPN apps 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.
5. All else fails, reach out to us!

On average, 3-4 seconds after you go to view live video, the live feed will show up on a battery-powered camera. On an AC-powered camera such as the Security Light Camera, streaming usually starts within 1 second.

At the moment, the Toucan App works on smartphones and certain tablets and will provide 1 live feed at a time.

One user can view each 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.

No, our cameras are intended to point directly to our cloud for ease of use and configuration, so they do not support ONVIF nor do they have an RTSP stream that can be accessed.

By default our Wireless Outdoor Camera and Wireless Video Doorbell will record 30 second clips for free and hold each clip for 24 hours. With a Pro or Elite account, you can change that to 60 or 90 seconds. 

If you're subscribed, you can adjust this in the camera's settings.

Our cameras are battery-powered. To conserve battery life, they "sleep" when there's nothing to see. When the motion sensor detects motion, it wakes the camera up, which can take a couple seconds.

When placing your cameras, consider that you may have about 1 to 2 seconds from the moment it detects motion to when it starts recording, so place the camera to where it will detect any action as soon as possible.

No, Toucan's cameras record exclusively to our secure cloud server. This keeps your footage safe in the event that something happens to your camera.

There's a few things it could be, let's try and cover them all:

1. It could be that our cloud simply hasn't updated the battery level in the app. Just unplug the camera, then go to live view the camera in the app. That should do it! If not…
2. Check the cable - It could simply be that it's a bad MicroUSB cable. Try a different one that you know is good.
3. Since you're already switching cables, try a different USB wall charger. The higher the power output, the faster it will charge.
4. If all else fails, it could be a bad battery, and you should contact us!

It takes about 3 hours using a 2.1Amp, 12watt charger. Will take a little longer with a weaker charger. When you connect the device with the included Micro USB cable to your charger, you will see a solid red light around the Doorbell Button, and in the Toucan App you will see a charging battery icon on the Dashboard screen. When it is fully charged, the Doorbell button light will change from solid red to solid blue, and you will also get a notification that your device is fully charged.

One thing that's VERY important: Make sure you're using a Micro USB cable that is in good condition!

The siren volume is not adjustable. However, we have found a way to increase the volume by about 7% with the latest firmware: Wireless Outdoor Camera - FW ver. 2.019 or later, and Wireless Video Doorbell - FW ver. 2.032 or later. To update the device firmware, go to: Toucan App > Settings > Device Update. If you're just setting up the camera now (or just did recently) it should already be running the latest firmware, since the cameras request to be updated as soon as they're connected.

Under normal operations and conditions (Average operating time or Power ON time of about 4 minutes per day), should last up to 4 months on a full charge for both the Wireless Outdoor Camera and Wireless Video Doorbell.

For later hardware versions of these products, the batteries can last 5-6 months under the same circumstances, as we increased the battery used in each device.

The Wireless Outdoor Camera will pick up motion up to about 30 feet.

The Toucan Wireless Outdoor Camera can be wired using a longer Micro USB cable to connect to a USB AC Power source. But be sure to change the device power setting from "Built-In" to "AC Power" as the Power Source in the Toucan Smart Home App. The doorbell cannot be hardwired, however. It is meant to be entirely wireless.

Your camera is likely in night vision mode, but there are a few possibilities:

First, check the camera's settings on the Toucan App - tap the gear icon that's next to the camera you want to look at on the dashboard. Look at where it says "Night Vision", does it say "Auto" or "Always On"? If it says "Always On", just tap those words and change it to "Auto" or "Always Off". If it says "Auto", then your camera is actually stuck in night vision mode, which leads to the second possibility:

Second, is the camera plugged in? If the camera is plugged in, and isn't getting enough amps (defective charger or defective cable) it can sometimes go into night vision mode. Unplug the camera and see if it returns to normal. If it does, then try a different charger and/or USB cable.

Third, if it's neither of the above, try giving it a reboot.

Fourth, if you've gone through the above and it's STILL stuck in black and white during the daytime, reach out to us! It may just be defective.

First, you will need a small paperclip.

Open up the rubber seal on the TOP of the camera or on the back of the doorbell, insert the paperclip into the tiny hole marked "RST, and press the button inside with the paperclip.

That will turn the power OFF. To turn it back on, just press the "Set" button briefly. This is ONLY to cycle power on the device, and does not erase any settings on the camera.

A factory reset can sometimes fix the issue. For this, you will need a small paperclip.

1. Open the rubber seal on the TOP of the camera or the REAR of the doorbell - there's two buttons inside: "RST" and "SET". The RST button is in a little hole.
2. Press and HOLD the "SET" button for 8 to 10 seconds or until the indicator light flashes "Red" from "Blue".
3. Release the "SET" button, then use the small paperclip to push the "RST" button in the little hole (This powers off the unit).
4. The camera is now factory reset and powered off, so it will behave just like when you took it out of the box.

The distance varies with different WiFi routers depending on how strong they can broadcast the WiFi signals. At 200 ft distance, you may need an extender. Just about any third-party 2.4 Ghz WiFi range extender will work.

The distance between the Wireless Video Doorbell and the Wireless Doorbell Chime is up to 100 feet depending on the number of walls in between the two.

You sure can! It's actually limitless - you can connect as many chimes as you want. Just be aware that when you adjust the volume on the chime through the app, it will do that for all connected chimes.

No, you should always connect the product FIRST to your WiFi (and preferrably be in the same room with your router when you do it) to make the connection easier. Afterward, you can install the camera where it's needed, as long as there's still a good WiFi signal where you want to mount the camera.

If you haven't changed your WiFi password or WiFi SSID recently, try these tricks:
1. Take it inside first, so it's in the same room as your WiFi router (it could be a range or interference issue)
2. Press the "SET" button quickly (just press and release) then wait a few minutes. Check to see if it went back online.
3. Press the "RST" pinhole button quickly, then press the "SET" button quickly (this just turns it off and on again)
4. Try to factory reset, and then pair it again.

If all else fails, reach out to us!

Don't worry, they'll automatically reconnect! Because they're low-power devices, they will make several attempts to reconnect at intervals that grow longer over time to preserve the battery. If your network is back up and running, and you'd like them to go back online NOW, the solution is to just walk in front of the cameras.

They'll detect the motion, then connect right then. If that fails, BRIEFLY press and release the "SET" on the device.

The most recent update to our firmwares for the Wireless Outdoor Camera and Wireless Video Doorbell made some major adjustments to the WiFi settings of those devices to help them be a LOT more stable and cosistent. A few customers reported that their cameras went offline after that. Here are a few things to do, in order:

1. How long has it been offline? The firmware upgrade can take a few minutes, but it's abnormal for it to be offline for an hour or longer.
2. Make note of the LED on the front of the device - Is it blinking purple? If it is, set it aside and give us a call.
3. Reset the camera - just a simple "turn it off and on again" - With a paperclip, push the RST pinhole button briefly, then push the SET button briefly.
4. Reconnect it to WiFi manually - in the Toucan app, go to the camera's settings > Network > Change Network then follow the in-app instructions

If that fails, please reach out to support@toucansmarthome.com and let us know - we may have to exchange your camera.

Yes!

Pro and Elite subscribers will find the option under the Camera Settings > Motion Detection > Human Detection to enable.

You can also go to the Notifications settings for that camera and set the camera so it only alerts you when a human is detected. It will still record ALL motion.

We've made the interface for the Floodlight Camera as simple but powerful as we can, by giving you the power to adjust exactly how your floodlight works. Simply go to the camera's settings, and tap “Light Settings”. This will bring up the Motion, Manual, Schedule, and Alarm mode settings. You can see it here in this video: 

Up to 5, including the one that came with your camera.

Each cable is 6m (just under 20ft) long, so you'll be able to run a power up to 30m or 98ft, plus the 2m that is directly fixed to the power adapter.

The cables are designed to attach to each other, and maintain a watertight seal, so you can connect multiple cables end-to-end with no problems or additional weatherproofing needed.

Some routers encounter issues when left online long enough without rebooting. The simplest solution:
1. Reboot your WiFi router and cable/DSL modem
2. Wait 10 minutes
3. Reboot your Toucan Security Light Camera by unplugging it and plugging it back in. It should reconnect after about a minute.

If it is still offline after that, then you can just re-connect it without deleting it:
1. Go to the Camera's settings, then tap Network
2. Tap "Change Network"
3. Follow the in-app instructions to get it back online.

The Security Light Camera's blue LED has three settings. You can have it on all the time, on when it detects motion, or off all the time.

1. Tap the settings button on the camera you want to enable/disable the LED on

2. Tap "LED Indicator"

3. Select the option for the LED indicator that you want

The distance varies with different WiFi routers depending on how strong they can broadcast the WiFi signals. At greater than a 200 ft distance or if there are a lot of walls between the camera and your router, you may need an extender.

The Toucan Security Light Camera can only be paired with Toucan Smart Home App. The Toucan Kuna Security Camera works with an app called "Kuna".

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's 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 WiFi 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 WiFi password.
3. Enter your WiFi 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 promt: "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!

Just about every WiFi network will broadcast at LEAST 2 WiFi networks (unless one has been disabled) - a 2.4GHz network and a 5GHz network. Older WiFi routers will usually give each one a different name to tell you which one is which. Many newer WiFi routers introduced recently will have both of the networks under the same name. The router will automatically switch the networks best suited for the device.

Our devices only pairs to 2.4GHz WiFi networks due to the greater range. 

There's a few reasons why:

It is more expensive to put a dual-band WiFi radio in the camera, and we'd like to keep our cameras affordable for you.
2.4Ghz has much greater range than 5Ghz. The lower the frequency, the greater the range.

No, you should always connect the product FIRST to your WiFi (and preferrably be in the same room with your router when you do it) to make the connection easier. Afterward, you can install the camera where it's needed, as long as there's still a good WiFi signal where you want to mount the camera.

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!)

If you need to factory reset the Toucan Security Light Camera for any reason, just remember that this will delete all current settings you have on the camera. Your cloud footage will be untouched, however.

Its simple: Press and hold the button on the BACK of the camera, while connected to power, for 10 seconds.

When the LED on the FRONT of the camera begins to flash RED, you may release the button.

If you need to, first check to make sure that a purple LED on the camera is NOT flashing. If that's the case, just unplug the camera for a few seconds, then plug it back it.

If you unplug your Toucan Security Light Camera, it will retain its previous settings. If it was paired and connected to WiFi, it will reconnect when you power it up again.

NEVER unplug your Security Light Camera when the purple LED is lit or flashing. When the purple LED is lit, it is updating. Unplugging the camera will disrupt this and make the unit nonfunctional.

The LEDs on the Security Light Camera will shine a light at 1200 lumens. This is the equivalent of a 120 Watt incandescent floodlight bulb, while lasting FAR longer and only using a tiny fraction of the electricity.

It's bright, but you can adjust the brightness of any of the modes of the light in the Light Settings menu on the camera's settings.

The Security Light Camera can do a few things that require constant power:
It's ALWAYS ON. That means when it detects motion, it's already recording!
The light is VERY bright, 1200 lumens! For that, it needs more power than a battery could reliably provide.

For wire-free solutions, check out our Wireless Outdoor Camera.

Some routers encounter issues when left online long enough without rebooting. The simplest solution:
1. Reboot your WiFi router and cable/DSL modem
2. Wait 10 minutes
3. Reboot your Toucan Security Light Camera by unplugging it and plugging it back in. It should reconnect after about a minute.

If it is still offline after that, then you can just re-connect it without deleting it:
1. Go to the Camera's settings, then tap Network
2. Tap "Change Network"
3. Follow the in-app instructions to get it back online.

Yes! Go to Camera Settings > Light Settings > Schedule
You can have the light just be on from Sunset to Sunrise, or any other times you want it to be on, at whatever brightness you select.

If using Sunset and/or Sunrise, it will use your local sunrise and sunset times based on the camera's location.

Yes, you can do it from the dashboard! You can do it with two touches: 
1. Tap the light bulb icon
2. Select the amount of time you want the light to be on

You can also turn on the light for 10 minutes at a time using Alexa, if linked. Just say "Alexa, turn on light on (camera name)".

You can adjust any of the settings on the light on the Light Settings menu on the Security Light Camera's settings.

There are environmental factors that can change the ranges somewhat (like the presence of a lot of metal or concrete) however, in general the ranges are:
Low - up to 7-8ft
Medium - up to 12-15ft
High - up to 20-22ft
Max - up to 28-32ft

Keep in mind that sometimes large metal moving objects (like moving vehicles) can cause the radar to trigger outside those ranges.

The Toucan Security Light Camera will keep a pre-record buffer of 10 seconds, plus up to 30, 60, or 90 seconds after motion is detected. If it keeps detecting motion, it will just start recording a new clip right after the previous one.

You can adjust this in the camera's settings. By default, it's set to record in 90 second clips.

Radar works by bouncing radio waves off of objects. This is different from other cameras that use Passive Infrared, in that it's a lot more accurate and is immune to being affected by the sun or sudden changes in temperature. It will only be triggered by actual motion.

When using the wiring kit on the back of the doorbell, it can accept an input voltage of 18v/24v AC or 12v DC.

If you intend on using a transformer plug rather than an existing doorbell wiring, most adapters on the market that have an 18 or 24v AC output should work. It is important to note that these adapters will vary in quality, and Toucan cannot guarantee how well these adapters will perform.

Please fully charge the doorbell’s battery from a mains socket using the USB cable before wiring it in.

It is important to note that trickle charging when the doorbell is wired in is designed only to support the doorbell’s internal battery, not to replace it. You may notice that the battery percentage will drop slightly during periods of heavy use, this is normal, and the battery should recharge again over time.

If you notice a significant depletion, ensure all the wirings are fitted correctly, and that the voltages are correct.

Battery life is heavily dependent on how often the doorbell is triggered by motion, the strength of its network connection and weather conditions.

We estimate during normal usage that the battery should last between 1-4 months.

It is important to note that the battery will deplete quicker in colder climates.

The Pro camera uses its first day installed to “learn", which means it may encounter some false motion triggers during that first day. 

The PRO camera has a number of features to make it flexible, one of these is the fact that it can operate from different power sources. When connecting it to a power source, you need to set what the power source is so the camera will work best.

Do this by going to Camera Settings > Power Source and selecting Battery, AC Power, or Solar.

Each mode will cause the camera to behave a little bit differently when connected to a power source.

Battery - When connected to a power source, the camera will assume it is being charged, and will turn off the motion sensor.

Solar - Use this mode when connecting to a solar panel. The solar panel will keep the battery charged, and it will continue to operate as normal, detecting motion and recording.

AC Power - Only use this mode if you are connecting the camera to power and leaving it up, the camera will go into “Full Power” mode, which gives some additional features like NO wake-up delay and a 10-second pre-record buffer.

It really depends on where and how you use it. Because the Pro camera is using a radar motion sensor for maximum accuracy, it may consume more power in busy environments.

Under normal circumstances, about 2 to 5 months, but very busy environments may decrease this.

For busy environments, you may wish to add the optional Toucan Solar Charger or Toucan Outdoor Power Cable, both of which are designed for this camera and perfectly suited for outdoor use in all weather.

The Pro outdoor camera will detect motion up to 33ft on maximum radar settings. 

Yes! You have two different options available:

1. Use the Toucan Solar Charger, which was designed specifically for this and future products from Toucan
2. Use the Toucan Wireless Security Camera Outdoor Extension Cable and connect it to any outlet.

Both of these were made for outdoor use.

On the back of the TSCP05GR (The Toucan Wireless Security Camera PRO) you will find two buttons - a round button, and a pinhole button. 

The round button is a multifunction button:

1. Press briefly to turn on the camera if it is powered off
2. Press and hold for 3 seconds to start pairing mode
3. Press and hold for 10 seconds to factory reset the camera

Note that resetting the camera will NOT remove it from your account. 

Yes - Always pair the camera FIRST, then mount it.

For one it's easier to handle and pair the camera when it's not up on its mount. For two, when pairing you will want a good strong wifi signal. The camera can operate on a fairly low wifi signal, but you want it as clear as possible for pairing and firmware updates.

Yes, you can! Whether you get one from us or elsewhere, the camera has a 1/4" 20 thread socket that will work with almost any security camera secure mount. We have one available here:

https://www.toucansolution.com/products/metal-swivel-mount-for-wireless-outdoor-camera-2-pack

The socket is located under the magnetic ball on the back of the camera, just turn it counterclockwise to remove.

No, our products are made to be as simple for our customers as possible: No IP configuration or setting up storage, that's all taken care of by our cloud for your convenience.

By default, it will record up to 30 seconds per clip, up to three clips in a row (followed by a brief cooldown to preserve the battery). PRO and ELITE subscribers can adjust the clip length to 60 or 90 seconds.

The Wireless Security Camera PRO is a much more versatile camera with a lot of additional features, such as:

1. Plug-in power for non-stop operation. This means that the camera will always be “awake” and will have a 10 second pre-record buffer. We have an optional waterproof outdoor cable specifically for this.
2. Solar power option: Toucan offers a solar panel designed specifically to use with cameras of the Wireless Security Camera (PRO and Scout) series. 
3. A bigger battery, now 9700mAh!
4. Radar motion detection, just like our Floodlight camera. 

You may need to set your Wireless Security Camera PRO to “Solar” mode. It's quick and easy.

In the Toucan app, go to the camera's settings, tap “Power Source”, and select “Solar Panel Mode”. 

When the camera is set to “Battery” mode, we designed it so that it won't disturb you while you're charging it, with constant motion detection notifications if you're charging it in your home. Enabling “Solar Panel Mode" means the camera's motion sensing will continue to function even when it's charging from the solar panel.

Depending on the power output of the USB plug you connect it to, anywhere from 2 to 6 hours for a full charge.

If the solar panel is in direct sunlight and pointed toward the sun at its peak, the solar panel can fully charge the camera fully while it's running in about 2 days.

Clouds or obstacles blocking the sun may increase this time, but the solar panel is primarily designed to keep the camera charged. If the battery is completely drained, you may want to take it down to charge it.

No, the Wireless Security Camera PRO does not support SD/MicroSD recording. All recording is handled by the cloud.

Depending on your WiFi router and other factors (like walls and interference) the range should be about 200ft.

That is our anti-theft alarm, designed to alert you whenever the camera is unmounted. Don't worry, you can disable it if you want to:

In the Toucan app, just go to the camera's settings and tap the “Anti-theft warning” switch. To just quickly turn it off, you can press the reset/power button on the back of the camera with a pin or paperclip.

The Toucan Solar Panel Charger is compatible with the following cameras CURRENTLY:

TSCP05GR - Toucan Wireless Security Camera PRO

TWSC01WU - Toucan Wireless Security Camera SCOUT

It is not compatible with older Wireless Outdoor Camera models.

You can be confident that it will work just fine outdoors. The panel itself is weather resistant, the connection between the panel and the cable is sealed, and the panel comes with two adapters to ensure a weather proof seal with the charging port on the camera you connect it to.

For best results in making sure your Toucan camera stays charged, you will want to mount your solar panel to where it is facing the sun at its highest point in the sky. This will make sure it delivers the most power possible to the camera.

If you're using a compatible Toucan camera, such as the Toucan Wireless Security Camera PRO, go to the Toucan app, then the camera's settings, Power Mode, and select “Solar Panel Mode”.

This is important to do. When you make this selection, the camera will continue to operate normally while it charges from the sun.

This extension cable is designed exclusively for the TSLC01WU Security Floodlight Camera - the connectors and weather sealing will not work on any other devices.

You can connect up to FIVE TSLC01EX cables, end to end, to deliver power to your TSLC01WU.

Yes, the cable itself and the connectors are sealed against moisture.

This cable and power supply were designed specifically for the Wireless Security Camera PRO (TSCP05GR) to deliver constant power, so that it may operate in full power mode.

After you have connected the cable to the camera, go to the camera's settings > Power Source and select "AC Power".

This will enable the camera to operate with a 10-second pre-record buffer and the camera will never go to "sleep" to conserve power, so notifications and recording will be instant.

The plug portion that connects to an outlet is not weatherproof, but the rest of the cable and the camera-side connector is sealed against moisture. You can use the cable with confidence that water will not get into the camera.

No, Toucan Connect is designed to be a single solution and does not support adding additional microphones. While there may be third-party software that allows for multiple mics, we can not guarantee this will work.

The Conference HD, Conference 360, and Streaming Webcam do NOT support streaming video over Bluetooth.

If you use the Bluetooth function on the Conference HD or the Conference 360, please be aware that this will be an audio-only connection.

It depends on the web conference software you are using. The camera will automatically use the best video quality that the web conference software will allow it to use. Some video conferencing platforms will NOT allow you to adjust the video quality: Team and Skype do not allow this.

Some video conferencing platforms will allow you to adjust the video quality, such as Google Meet, Cisco WebEx, and Zoom. To do this, simply go to the camera settings in Google Meet, Cisco WebEx, or Zoom and adjust it.

Zoom:

Google Meet:

Cisco WebEx:

The Conference Speaker can be used via Bluetooth. The Conference System HD and the Conference System 360 can also be used for AUDIO ONLY via bluetooth. To use any Toucan Connect camera you must connect it to a computer.

If you have connected the Conference System 360 to your computer, but it does not appear on Microsoft Teams:

First, check that the power, and USB cables are connected securely.

Make sure the system is switched on by looking for the solid blue indicator light. If you do not see this, switch the system on by holding the power button.

If the system does still not appear, please try the steps below:

1. Press “Ctrl + Alt + Delete”.
2. Select “Task Manager”.
3. In Task Manager, select “Microsoft Teams”,  then “End Task”.
4. This will fully quit the Teams App.
5. Re-open Teams, and the 360 System should be available to use as an external camera.

If the problem persists, please contact us directly at support@toucansolution.com, and we will be happy to assist you further.

There's a few possibilities. Does the LED on the front of the camera turn on when it's connected to the computer?

If it turns on, then it's likely a driver issue with your computer. On Windows, you will need to delete the camera from the Device Manager and try reconnecting it.

If no LED turns on:

1. It may be a bad USB cable - try swapping the cable out for another standard USB Type C to Type A cable, and try again
2. It may be a defective camera - It does happen, albeit rarely. Contact us so we can help!

Nope! We want this to be as simple as possible: It's plug and play, no additional software needed except whatever conference software you're already using.

You can connect the Conference Speaker, Conference HD, and the Conference 360 to your mobile device via bluetooth for audio only. To use any cameras on the Conference HD, Conference 360, or Streaming Webcam you will need to use a desktop or laptop computer.

Yes! You should not run into any problems using any Toucan Connect products with any Chromebook, PC, or Mac. They should all run just fine without installing any drivers.

Simply press and hold the power button on the top of the device after you connect it to power for about 3 seconds.

The Conference Speaker, Conference HD, and Conference HD must be plugged in to an electrical outlet in order to work. The Streaming Webcam and the detechable camera from the Conference HD can be powered just by being connected to a computer's USB port. The Streaming Webcam just connects via USB to your computer and requires no additional power.

No, Toucan Connect is designed to be a single solution and does not support adding additional units. While there may be third-party software that allows for multiple units, we can not guarantee this will work.

Yes, after a period of disuse the Conference Speaker, Conference HD, and Conference 360 will power off automatically.

You'll need the Alexa app and you'll need your camera or doorbell connected to your Toucan account. Once that's done and you've signed into the Alexa app with your Amazon ID, follow these steps in the Alexa app:

1. Tap the "More" button in the lower right
2. Tap "Skills & Games" on the left
3. Search for "Toucan Home Security System" in the search bar at the top
4. Enable the Toucan Home Security System skill, using your Toucan app login
5. Let Alexa discover any new devices (like your cameras) and that's it!

We've even got a helpful video below, as well as a guide you can follow!

Yes! The light will turn on using the brightness you set for "Manual" for 10 minutes.

When you've connected your Security Light Camera to Alexa using the Toucan Home Security System skill, say "Alexa, turn on light on (camera name)". 
To turn it back off, just say "Alexa, turn off light on (camera name)".

You can do a LOT, and the Amazon Alexa team keeps adding new features. Here's a few examples:

1. If you have an Echo Show or a Fire TV, you can say "Alexa, show the front door". The camera will show up on your Echo Show or your Fire TV.
2. Have Alexa announce when your Toucan Camera or Video Doorbell detects motion, it can even announce when someone pushes the doorbell button!
3. Have motion detected by your Camera or Video Doorbell trigger an Alexa Routine, even play a song on an Alexa device - there are a lot of possibilities with things to do here.

You'll need the Google Home app installed on your mobile device, and you'll need a Toucan device connected to your Toucan account.

1. Open the Google Home app and tap the "+" in the upper left
2. Tap "Set up device"
3. Tap "Have something already set up?" (if you've already paired devices to your Toucan app, you do!)
4. Tap the magnifying glass and search for "Toucan Home Security System"
5. Enter your Toucan app username (the email address you sign in to the Toucan app with) and your password, and enter the Captcha.
6. That's it! You can add devices to specific rooms, or not.

Below is a helpful video AND guide on how to connect your Toucan products to Google Home:

Using your Google Assistant and the Toucan app you can view the live feed from any of your cameras just by asking Google to show it on any Chromecast-enabled device or a Google Home Hub.

When you stream to the Toucan app, the app uses your phone's hardware to "dewarp" the video and flatten it out. When streaming to a Chromecast or Alexa or FireTV, the app isn't present to do the dewarping, so it looks exactly like it did coming straight out of the camera. The "Fishbowl" look is due to the fact that the camera is a REALLY wide field of view (180 degrees!)

At this time, you can talk through your Echo Show to the Toucan Security Light Camera. We'll be adding more products that support this feature as well!