Answers to common questions about Lorex Connect Cloud+ subscriptions purchased through the Lorex Connect app or the web portal at cloud.lorex.com.
TABLE OF CONTENTS
- Check app and camera firmware versions
- Plans & pricing
- Compatibility
- Cloud plan compatibility
- Account & sign-in
- Using your cloud recordings
- Managing your subscription
- In-app purchase
- Troubleshooting checklist
Check app and camera firmware versions
Check the Lorex Connect app version
- Open the Lorex Connect app.
- Tap the Settings icon at the bottom-right of the screen.
- Tap About.
- Check the App version.
The app version must be:
- iOS: 1.3.1 or above
- Android: 1.3.1 or above
If your app version is lower, update the Lorex Connect app before continuing.
Check the camera firmware version
- From the Home screen, tap the settings icon on the camera's image.
- Tap Camera Settings.
- Tap Device info.
- Check the Firmware version.
The currently supported devices and required firmware versions are:
- IC101: IC101A-1.0.2-20-260304 or above
- IC501: IC501A-2.0.8-00-260310 or above
- FL301: FL301A-1.0.76-187-260615 or above
- SL301: SL301A-1.0.0-03-260605 or above
If your camera firmware version is lower than the version listed above, update the camera firmware before continuing.
Plans & pricing
What plans are available?
A Single-Camera Plan (covers one camera) and a Multi-Camera Plan (covers up to 10 cameras at one location within one region), each available monthly or yearly. For current pricing, retention periods, and the full feature comparison, see the Lorex Cloud Security plans page.
How do I subscribe to Lorex Connect Cloud+?
You can subscribe through the Lorex Connect app or the Lorex Cloud web portal at cloud.lorex.com. For step-by-step instructions, see How to Subscribe to Lorex Connect Cloud+.
What do the plans include?
Every plan records to SD card and cloud, saves smart motion events, lets you access footage when a camera is offline, shows timeline thumbnails, sends rich notifications, records up to 2K, and lets shared users view cloud recordings.
Does Lorex Connect Cloud+ record 24/7?
No. It saves smart motion events to the cloud, not continuous 24/7 footage. When your camera detects motion, that event clip is backed up to the cloud.
What's the difference between the Single-Camera and Multi-Camera plans?
The Single-Camera Plan covers one camera. The Multi-Camera Plan covers up to 10 cameras at one location within one region.
Can I use the same camera on more than one subscription?
No. A camera can only be attached to one subscription at a time. To move it, remove it from its current subscription, then add it to the other one.
Can I have more than one subscription?
Yes. You can hold multiple subscriptions on the same account, as long as each camera is only on one of them.
Compatibility
Which devices work with Lorex Connect Cloud+?
The currently supported devices and required firmware versions are:
- IC101: IC101A-1.0.2-20-260304 or above
- IC501: IC501A-2.0.8-00-260310 or above
- FL301: FL301A-1.0.76-187-260615 or above
- SL301: SL301A-1.0.0-03-260605 or above
OC101: Lorex Connect Cloud+ support will be available later.
Are recorders (DVR/NVR) and wired cameras supported?
Not yet. Wired cameras connect through a recorder system, and recorder support for the Lorex Connect Cloud+ is coming soon. For now, only smart home devices are covered.
My camera is 4K. Will it record to the cloud in 4K?
No. Cloud recording is supported up to 2K. A 4K camera uses its substream for cloud backup, so cloud footage is stored at up to 2K. (Your camera can still record locally at its full resolution.)
Cloud plan compatibility
Are Lorex Connect Cloud+ and the Classic Cloud Plan the same service?
No. Lorex Connect Cloud+ and the Classic Cloud Plan are separate services.
Which devices work with each cloud plan?
Lorex Connect Cloud+ only supports devices that are compatible with the Lorex Connect app. The Classic Cloud Plan only supports devices that are compatible with the Lorex Classic app.
Can I share subscriptions between Lorex Connect and Lorex Classic devices?
No. Subscriptions cannot be shared between the two services. For example, if you have a multiple plan under the Classic Cloud Plan, those subscriptions cannot be shared with devices that use the Lorex Connect app. Likewise, Lorex Connect Cloud+ subscriptions cannot be applied to Lorex Classic devices.
Do dual-lens devices need a special plan?
Yes. If you have a dual-lens device, you will need to subscribe to a Multi-Camera Plan to enable cloud backup for both channels.
Account & sign-in
What login do I use for the web portal?
The same email and password as your Lorex Connect app account. There's no separate cloud login. At sign-in, also select the same region you used when you signed up in the app.
I subscribed but don't see my subscription or recordings.
The most common cause is being signed in to a different account or a different region than the one you subscribed with. Make sure you're signed in to the same Lorex account and region associated with the subscription, and that the camera is attached to the subscription. Remember that subscriptions purchased in the Lorex Connect app are managed in the app, while subscriptions purchased through the web portal are managed on the web portal.
I forgot my password.
In the Lorex Connect app, select Forgot my password, enter your email, and select Reset Password. Enter the verification code from your email and set a new password.
My devices aren't showing in the portal.
The portal shows the devices on your Lorex Connect app account. Add or pair the device in the app first, then refresh the portal.
Using your cloud recordings
How do I know my camera is connected to the cloud?
Open the Lorex Connect app and look at the camera's image. a 
cloud button on the image means the camera is connected to the cloud.
Where do I find my cloud recordings?
In the Lorex Connect app:
- Open the Lorex Connect app and sign in to your account.
- Tap the Events button.
- Tap the device in the list.
- Tap the event recording you want to view.
- Tap the camera's playback image so the video controls appear.
- Tap the
cloud button to switch to viewing the cloud recording.
For more on live view and playback, see Lorex Connect App – Live View & Playback.
Managing your subscription
How do I add or remove cameras?
If you subscribed through the Lorex Connect app, go to Settings, then tap Manage Cloud Storage to add or remove devices or channels attached to your subscription. If you subscribed through the web portal, go to My Subscriptions, open the subscription, and select Manage Connected Devices. Adjust your selections and select Save Changes.
How do I update my payment method?
For subscriptions purchased through the web portal, open the subscription under My Subscriptions and select Manage Billing Information.
How do I cancel?
If you subscribed through the Lorex Connect app, go to Settings, tap Manage Cloud Storage, then select Cancel this subscription. If you subscribed through the web portal, open the subscription under My Subscriptions, select Manage Billing Information, and follow the cancellation steps. Cancel at least 24 hours before your renewal date to avoid the next charge. You'll keep access to your cloud recordings until the end of the current billing period.
What happens to my recordings after I cancel?
You keep access until the current period ends. After that, access to cloud recordings stops, so download anything you want to keep before your subscription expires.
I returned my device. Does that cancel my subscription?
No. Returning a device does not stop billing. Cancel the subscription separately through the Lorex Connect app or the web portal, depending on where you purchased it.
Can I get a refund?
Refunds for subscriptions purchased through the Lorex Cloud website are handled under the Lorex refund policy. See the Subscription Policy for details.
In-app purchase
Can I subscribe inside the Lorex Connect app?
Yes. Open the Lorex Connect app and go to Settings. Tap the Lorex Connect Cloud+ banner or Get Cloud Storage, choose a Single Camera or Multi Camera plan and a Monthly or Yearly subscription, then tap Subscribe. Complete the purchase using the payment confirmation screen provided by Apple or Google, then select the compatible devices or channels you want to attach to the subscription and tap Confirm.
For step-by-step instructions with visuals, see How to Subscribe to Lorex Connect Cloud+.
Troubleshooting checklist
If something isn't working, run through these first:
- Confirm the app and camera firmware versions. The Lorex Connect app must be version 1.3.1 or above on iOS and Android, and the camera must use the required firmware version listed under Before you subscribe. Lorex Connect Cloud+ will not work unless both are up to date.
- Confirm the account and region. Make sure you're signed in to the same Lorex account and region associated with the subscription.
- Confirm the device is attached. For subscriptions purchased in the Lorex Connect app, check Manage Cloud Storage. For subscriptions purchased through the web portal, check Manage Connected Devices.
- Confirm compatibility. The currently supported models are IC101, IC501, FL301, and SL301. Support for OC101 will be available later. Recorders and wired cameras are not supported yet.
- Check the channel. In-app subscriptions are managed in the Lorex Connect app. Web subscriptions are managed on the web portal.
- Refresh and retry. Sign out and back in, or reopen the app or portal.