This article explains the differences between Reset, Erase, and Hardware Remove, including when to use each option, what happens after each action, what does not change, and how to perform them correctly. Understanding these options can help you resolve issues, remove a camera properly, or prepare it for transfer to another user.
Before You Begin
These features are available only when your camera is paired with a hub and all devices are updated to the following firmware versions or later:
- Camera version 1.16.0 or above
- Hub version 1.4.0 or above
If your camera or hub is running an earlier firmware version, we recommend updating the firmware first. For step-by-step instructions, please refer to the following article: How to Upgrade Device Firmware?
Quick Comparison
| Action | Resets Settings | Deletes Footage | Unpairs from Hub | Removes from Account |
|---|---|---|---|---|
| Reset | ✅ | ❌ | ❌ | ❌ |
| Erase | ✅ | ✅ (optional) |
✅ | ✅ |
| Hardware Remove | ✅ | ✅ (local only) |
❌ | ❌ |
Reset Your Camera (Reset All Settings)
When You Should Use Reset
Use Reset when your camera is online but not functioning as expected, and you want to restore default settings without removing the device from your account.
This option is recommended when:
- The camera is online but behaving abnormally
- Power, Sleep Mode, video, audio, or lighting settings are not working correctly
- You want to restore default settings without deleting recordings
What Happens After a Reset
- Power configuration is reset
- Sleep Mode is reset
- Video, audio, and lighting settings are reset
- Network signal mode is reset
What Does Not Happen After a Reset
- The camera is not removed from your account
- No security footage is deleted
- The pairing relationship with the hub remains unchanged
- Access permissions for other accounts remain unchanged
Note: Reset can only be performed through the app when the camera is online.
How to Reset Your Camera
- Open the Safemo app
- Go to the Home page
- Tap the Settings icon on the camera feed
- Select Reset All Settings
Erase Your Camera (Erase All Settings & Footage)
When You Should Use Erase
Use Erase when you want to completely remove a camera from your account or prepare it for use by another person.
This option is recommended when:
- You no longer plan to use the camera
- You want to sell, gift, or transfer the camera to another user
- You need a full reset that clears both settings and stored footage
What Happens After an Erase
- The camera is permanently removed from your account
- The camera is unpaired from the hub
- All settings are restored to factory defaults
- You can choose whether to delete all stored footage or save footage to a hub
Note: If Erase security footage is not selected, available recordings will be saved to the hub you choose.
Note: Erase cannot be completed if the camera is offline.
How to Erase Your Camera
- Open the Safemo app
- Go to the Home page
- Tap the Settings icon on the camera feed
- Select Erase All Settings & Footage
- Choose whether to erase security footage
Hardware Remove (Using the Physical Button)
When You Should Use Hardware Remove
Hardware remove is useful when:
- The camera is unresponsive
- You cannot access the app
- You need to reset the camera locally for troubleshooting
What Happens After a Hardware Remove
- All camera settings are reset locally
- Footage stored on the camera is deleted
- The camera reboots into setup mode
What Does Not Happen After a Hardware Remove
- The camera is not removed from your account
- The pairing relationship with the hub remains intact
- Ownership of the camera is not released
- The camera cannot be claimed by another user
How to Perform a Hardware Remove
- Locate the SYNC button on the camera
- Press the button quickly four times
- On the fifth press, press and hold the button
- Release when you hear a rapid "ding-ding" sound and the camera will reboot and enter setup mode.
Important Notes About Ownership and Transfer
If the camera has already been paired with a hub:
- Reset or hardware removal does not release ownership
- The camera can only be set up again by the account that owns the hub
- Another user cannot claim the camera until it is erased through the app while the camera is online
To fully remove the camera and release ownership, always use Erase All Settings & Footage in the app.
Have Questions or Need Help?
If you need any further assistance or run into any issues, our support team is here to help:
- Phone Support: Need help right away? Call us at +1 (888) 884-7989 (Monday to Friday, 10 AM – 6 PM PT).
- Email or In-App Support: Have questions or need assistance? You can email us directly at support@safemo.com, or open the app and go to Account > Customer Support to send us a message.
- Submit a Form: Tap the 'Help' button at the bottom-right corner of this page to submit a request.
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