Request support
- Use the email address or telephone number above. Preview participants can also use their existing administrator channel.
- Describe the problem using the safe diagnostic details below. Do not attach secrets or unredacted camera content.
- Keep the affected installation available if practical, but close Camera Mode or its privacy shutter immediately if capture is not behaving as expected.
This website does not receive or track support requests. Use the contact details above rather than posting sensitive details publicly, even if your original preview channel is unavailable.
What to include
Useful, privacy-safe details include:
- the app version and build from OS app info, TestFlight, or macOS About;
- device type, operating-system name, and operating-system version;
- whether the installation was acting as Camera, Viewer, or Both;
- the exact visible error or lifecycle state;
- the approximate local date and time of the problem;
- whether it happens every time and the shortest safe steps that reproduce it; and
- whether changing network, foreground state, permission, or privacy state affects it.
A screenshot is useful only after camera imagery, names, identifiers, QR codes, pairing codes, notification content, and other private details have been removed or obscured. Android blocks ordinary screenshots by design. On Android, describe the exact visible text and state, or photograph the screen with another device only after obscuring private details.
What never to send
Never send: a Recovery Kit, private key, access token, invitation secret, pairing QR or code, unredacted camera frame, event recording, full diagnostic archive, or database. Enter a WT-RK1 Recovery Kit only in the Watchtower app's Redeem a Recovery Kit screen to recover access, or at https://watchtowerhome.com/account-deletion/ when you personally choose permanent deletion. Check the address bar, and never disclose the kit to a person or support channel.
A legitimate preview administrator can start with the exact error, time, app build, platform, and reproduction steps. If more evidence is needed, they should ask for a narrowly scoped and redacted item, not an account secret.
Quick checks before reporting
Camera does not start
- Confirm the operating system granted the expected camera and microphone permissions.
- Return the app to the foreground and reopen Camera Mode.
- Check whether the privacy shutter is intentionally closed.
- Stop other applications that may exclusively own the camera.
Viewer cannot connect
- Confirm both installations are online and show the expected signed-in Space.
- Confirm the camera is visibly active rather than privacy-paused, suspended, or offline.
- Retry once after both apps are foregrounded; keep the exact error if it fails again.
- Do not paste a bearer token or pairing secret into the report.
Alert did not appear
- Keep the viewer app in the foreground while testing alerts.
- Confirm motion detection and alert publication are enabled for the current session.
- If you opted in to motion notifications, confirm the OS notification permission is enabled.
- The generic APNs or FCM wake also requires provider delivery to be deployed and available.
Saved media is missing
- Check the local Events view and the retention controls on the installation that created the media.
- Do not assume local recordings automatically upload; cloud event sharing is separate, explicit, and off by default.
- Do not clear app storage while diagnosing a local-media problem.
Report a security or privacy concern
If capture may be occurring unexpectedly, first use the local privacy shutter or stop Camera Mode. If an account, member, device, camera, or grant may be unauthorized, use the available revocation control and then report the concern using the support contacts above or your private-preview administrator.
Include the approximate time, affected platform, visible behavior, and whether access was revoked. Do not test against another participant or production infrastructure without explicit coordination, and do not send exploit code or secrets through a public channel.
Current preview limits
Not a browser app
The browser offers no live camera viewing or account sign-in; its one account action is the official permanent account-deletion flow.
Optional generic push
The detailed alert feed is in-app; an opt-in APNs or FCM wake may display Watchtower's fixed generic motion notice.
Platform differences
Recording, background behavior, picture-in-picture, and device capture support differ by operating system.
No support recovery
The preview administrator cannot replace a lost Recovery Kit or private device key.
Downloads remain withheld until the relevant physical-device and signed-release validation is complete. A source-tested feature is not automatically a qualified feature on every device.
Urgent and emergency situations
WatchtowerHome is not professionally monitored and cannot contact emergency services. If a person, animal, home, or business may be in immediate danger, use the appropriate local emergency channel instead of waiting for an app alert or support response.
For a non-emergency account-removal question, read the account deletion guidance.