Answers to common questions about Lorex Connect Cloud+ subscriptions purchased through the web portal at cloud.lorex.com.
TABLE OF CONTENTS
- Plans & pricing
- Compatibility
- Cloud plan compatibility
- Account & sign-in
- Using your cloud recordings
- Managing your subscription
- In-app purchase
- Troubleshooting checklist
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), 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 Cloud web portal at cloud.lorex.com. For step-by-step instructions, see How to Subscribe to Lorex Connect Cloud+ on the Web Portal.
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 in 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.
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+?
Smart home cameras that pair with the Lorex Connect app. Confirm your model on the Lorex Compatibility Chart.
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 you used at checkout, and that the camera is added to the subscription under Manage Connected Devices. Remember that web subscriptions appear on the web portal, not necessarily in the app view you may be checking.
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?
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?
Open the subscription under My Subscriptions and select Manage Billing Information.
How do I cancel?
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 on the web portal.
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?
Not yet. For now, subscribe through the web portal at cloud.lorex.com. In-app purchasing is coming in a future app update.
Troubleshooting checklist
If something isn't working, run through these first:
- Confirm the account and region. Sign in with the same Lorex credentials and the same region you used at checkout.
- Confirm the device is attached. Check Manage Connected Devices for that subscription.
- Confirm compatibility. Make sure the device is a supported smart home model (not a recorder/wired camera) on the Lorex Compatibility Chart.
- Check the channel. Web subscriptions are managed on the web portal.
- Refresh and retry. Sign out and back in, or reopen the portal.