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FAQ's

home8 Australia frequently asked questions faqs

 

Initial Activation of System

Q: What are the requirements prior to purchasing one of your systems?

  • Do you have a broadband connection from your Internet provider?
    • This could be a NBN, ADSL or cable internet provider. There is no support of dial up services.
  • Do you have a working Wi-Fi router in your home with an available LAN port?
    • The router allows the distribution of the broadband signal to other devices in your home. It supports both physical connection and wireless to these devices. Our system will require a physical connection to one of the available LAN ports on the router.
  • Do you have a working smartphone with data plan?
    • Your smartphone will be needed to install and access our security control app, and for support of SMS messaging, streaming video, and email.
  • Do you have power outlets located where you are placing the cameras and Shuttle?
    • This, primarily, eases the installation by having these devices near AC outlets. In addition, it would be ideal to have the Shuttle also near your home router, since there is a required physical connection to a LAN port.
    • Please follow the step by step instructions of our installation guide and you should have no problems with our security system coming on-line successfully.

Q: After installing my system kit, why are there sensors listed that I have never installed?

A: This is normal. Your system kit comes preconfigured with all the devices activated. You will notice that the sensors without batteries installed do not have a last updated timestamp under them like the installed sensors. You can go to the “Sidebar Menu” of your app, tap on “Device Management”, then select the sensor and “Remove” it.

User Account and Credential Security Management

Q: How can I be certain other people are not stealing my identity on the cloud?

A: The first level of security is authentication and your password is encrypted when you sign in to your account. At the next level where all data is transmitted, including videos, images, as well as account information, bank-level AES data encryption is used.

 

Q: How do I retrieve my Home8 Mobile App password?

A: Go to the sign in page of your Home8 app
Tap “Forgot password?”
You will be prompted to provide the Account Number (phone number)
Tap “Submit”
The following message will appear, “Request submitted. An email with a new password will be sent to you shortly”. A new password will be emailed to the email address that is associated with your account.
You can then change the randomly generated password by:
From the home screen, tap the “Sidebar Menu” icon
Tap “My Profile”
Tap “Change Password”. Enter the randomly generated password, type in the new password, retype new password
Tap “√” (Save)

Q: If I lose my smartphone, what should I do? 
 

A: We suggest you change your password, either on another smartphone with our app installed or at web.home8systems.com/misecurity/index.action on a web browser. You would need to sign in to your account and change your password. You can also contact us to disable your account.

Q: I can’t login my Home8 account with my phone number, what could be the problem? 
 

A: All Home8 accounts start with a country code. Please be sure to add 61 in front of your phone number for Australia.

Q: I have a new phone number, how can I change my account? Or, I would like to change the account owner for my Home8 system, what do I do?   
 

A: All activated Home8 systems belong to one account owner. To change the account owner of a system, the original system owner must remove that system from his/her Home8 account, and then add the system under the new Home8 account. Follow the step-by-step instructions below.

[Remove System]
Login to the old Home8 account:
Tap on the Sidebar Menu button and select “Device Management”.
Tap on the Name of the System
Scroll down to the bottom of the page to [Remove OPU/Shuttle]

[Add System]
Login to the new Home8 account:
Tap on the Sidebar Menu button and select “Device Management”.
Tap the Add button “+” next to the device management title and select New OPU/Shuttle.
Follow the App instructions to scan the QR code located on the device.

Please note that the process of removing an OPU/Shuttle from a Home8 account will erase all the settings and data such as recorded event videos under that OPU/Shuttle. If you wish to keep the event videos, we suggest backing up the videos by sharing them to your selected destination or if the system is subscribed to premium service, sync your Home8 account to your Dropbox account by going to the [Dropbox] icon in the Sidebar Menu.

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Q: How do I add an authorised user to my system? 
 

A: Only the system owner, which is the account used to activate the system, can authorise additional users to access the system. To authorise a user to a system, from the owner’s Home8 app login:
Go to Sidebar Menu -> User Management -> Authorized User
Tap on the (Add) button.
Input the first name and last name of the Authorised User, the assigned country code of the phone number, and the Authorised User’s phone number. 
Tap on the (Save) button to confirm the new addition or (Back) to go to the previous screen.
To add additional Authorised Users, please repeat the steps.
The server will send out a notice to the new Authorised User to accept the user invite.
Note: the authorised user must also download a Home8 app and set up an account using the phone number authorised..

 

Device Management

Q: How many locations can I have?

A: You can have as many locations as you would like. We do not place a limit on the number of Shuttles you can own.

Q: How to add a location to my existing account? 
 

A Follow the step by step instructions below:


First sign into your mobile app,

Tap on the Sidebar Menu button and select “Device Management”.
Tap the Add button “+” next to the device management title and select New OPU/Shuttle.
Follow the App instructions to scan the QR code located on the device.
Note: If the scan is incomplete, you will be asked to enter the Serial Number (SN) of the device.
Once system adding is successful, you will see a “System is ready!” notification.
To assign a unique name to a location,

  • Select the new system from the Device Management Screen.
  • Tap the “Display Name”.
  • Edit the name and tap on the Save button “✓” to confirm reassignment.

You can now swipe the main screen for more locations.

 

Q: How to add other Home8 devices to my existing system?

A: If the device is an add-on, please follow the step by step instructions below.
Note:
If the device belongs to another Home8 system,
1. Please remove the device from the origin system first. Go to the “Device Management” page of the Home8 app. Select the device and tap remove.
2. If the system has not yet been activated, please activate the system first then remove the device or contact Home8 technical support for assistance.
3. After removing a Camera, you need to reset the camera before adding to another system.

To add a Home8 device to an existing system, first sign in to your mobile app,

  1. To add a camera
    From the home screen, tap the “Sidebar Menu” icon
    Tap “Device Management”
    Under the system you want the device to add into, tap the “+” next to “Camera”
    Follow the instructions to Scan the QR code and start the adding process.
  2. To add a sensor From the home screen, tap the “Sidebar Menu” icon
  3. Tap “Device Management”
    Under the system you want the device to add into, tap the “+” next to “Sensor”
    Follow the instructions to Scan the QR code and start the adding process.

Q: The app is telling me to reset the device, how do I do it?

Smart Plug

Plug the camera into an AC outlet, wait for 2 minutes

Press and hold the manual power button for approximately 20 seconds, until the power light toggles

Let go, wait 2 minutes

Add the device

Wi-Fi Camera

Plug the camera into an AC outlet, wait for 2 minutes
Press and hold the reset tab in the back of the camera for approximately 5 seconds, until the power light goes off
Let go, wait 2 minutes
Add the device

Min Cube HD Camera

Plug the camera into an AC outlet, wait for 2 minutes
Insert a paperclip into the reset hole for approximately 5 seconds; hold it until the camera beeps
Let go, wait 2 minutes
Add the device


Twist HD Camera

Plug the camera into an AC outlet, wait for 2 minutes
Remove the top cover and locate the reset hole near the micro SD card slot
Insert a paperclip into the reset hole for approximately 3 seconds; hold it until the camera beeps
Let go, wait 2 minutes
Add the device

 

Outdoor HD Camera

Remove the AC power
Remove the cover with the provided tool to expose the reset button
Press and hold the reset button while you plug in the AC power
Continue to hold for 5 seconds
Let go, wait 2 minutes
Add the device

 

Garage Door Control Button

Press and hold down the reset button on the back of device with a pin for approximately 5-8 seconds
The LED indicator will blink red and green then orange to blinking green
Let go, wait 2 minutes
Add the device

 

Q: How do I use Stay Mode and Bypass Zones?

  • User taps the Arm/Disarm Button

 

2) User taps the right arrow beside the Arm Stay mode

3) User selects the sensors they want active with a “∨” beside the sensor. Note: Camera is listed twice because one is for motion, the other is for sound detection. The camera with the waves pointing down and to the right is the audio trigger

 

Q: Why is the motion sensor not working?

A: When you first install the battery, the device initialises “Test Mode” that will last one hour. After that, the device enters into “Power Save Mode.”

While in Power Save Mode, when a motion is detected, the red LED light blinks and the device switches into a 3 minute countdown period. During the countdown period, if the device continues to detect motions, the red LED light will not blink and it will reset the countdown period. After the 3 minute countdown period, the system will perform normally.

This mode allows the Home8 Motion Sensor to achieve over 5 years of normal battery life compared to the leading competitor’s 6 months.

To test if the motion sensor is working:

Step out of view of the device
Arm the system
Wait at least 3 minutes
After 3 minutes, allow the device to detect motion
Verify if the red LED blinks and the alarm triggers

 

Q: How do I properly adjust the camera’s motion detection sensitivity?

A: Out of the box, the camera’s motion detection feature is turned off by default. From the Home Screen of the App, go into Device Management and tap on the camera in Camera List. Then tap on Motion Detection. You will notice that it is set to 0%, which is OFF. Setting it to 100% is too sensitive and will trigger many false alarms. You can test this by ensuring nothing is moving in the room and then arming the system and then waiting a little while. If you are sure nothing is moving in the room and an event gets triggered due to motion being detected by the camera, the sensitivity is too high. Lower the sensitivity and test again. Once you get no more false alarms, do a test by acting like an intruder to see if an event gets triggered. You may find that you need to increase the sensitivity as it might be not sensitive enough. You will need to test and find the correct sensitivity value for the environment. Please note that each event requires a 30 second cool-down before another event can be triggered.

 

Q: What do I do if the power cable is too short for my Shuttle, mini-cube HD camera, and twist HD camera?

A: Any “Micro-USB male to USB-A male cable” will be compatible with the devices. The cable is also known as a “Micro-USB charging cable”. You can choose cables of 10ft to 15ft. If the required length is longer than 15ft, it is recommended that a 240V extension cord be used and extended from the wall outlet.

 

Q: Can I save the video on the flash drive to my PC?

A: Yes! If there is something you would like to keep longer than 7 days you can copy the video to your PC.

 

Networking

Q: Do I need a telephone line in order to use the Home8 system?

A: No. The Home8 system requires a broadband internet connection usually via a connection to your home router. The security from your router plus the security from the Home8 system provide greater security than ever before.

 

Q: What can I do if my sensors/devices are out of range of Wi-Fi signal? 

A: Your Wi-Fi signal strength depends on environmental factors such as walls, metal, radio interference and more. Rearranging the placement of your gateway may give a stronger signal to your devices. You can also purchase our “Wi-Fi Range Extender” to extend the range of devices connected to your Home8 gateway.

 

Q: What can I do if a camera is offline? 

A: First unplug and plug the camera back in. If the camera is still offline after 2 minutes, plug in the camera closer to the Shuttle and wait 2 minutes. If it still does not come back online, contact our Home8 Technical support team who would be happy to provide further assistance.

 

Q: What can I do if a device is offline? 

A: When one of your device shows offline under [Device Management], try restarting the device by repowering the device. First unplug its power source for 10 seconds, and then plug the device back in.
If the device is still offline, please bring the device closer to the shuttle/gateway and wait 2 minutes. If the device comes back online, the device may be out of range, and then we would suggest rearranging the placement of your gateway to give a stronger signal to your devices. You can also purchase our “Wi-Fi Range Extender” or “RF 433MHz Extender” to extend the range of devices connected to your Home8 gateway.

 

Q: What can I do if my system is offline? 

A: Verify the Shuttle is connected to your router. If all looks okay, unplug the Shuttle for 10 seconds, then plug it in again. If the Shuttle does not come back online within 3 minutes, contact our Home8 technical support who would be happy to provide further assistance.

 

Q: Why is there static on my land line telephone after installing my system? 

A: If you have ADSL shared with a land line, unplug the router for 10 seconds, then plug it back in.

 

Q: Does home8 system still function in an internet outage? 

A: In the event of internet outage, Home8 system will still function locally: As an intruder triggers a sensor, the siren will activate as an intruder deterrent, and video clips will be recorded. Users will receive the video notification once the internet is restored. We recommend that you install an Uninterruptable Power Supply (known as a UPS) and plug your home8 Shuttle AND your Internet Router into it so if there is a power outage, your home8 system and your internet service remain active for an extended period of time whilst the general power outage remains. You can purchase a recommended UPS from our Accessories section.

 

System and Service Security

Q: How are events handled by the security system? 

A: Our security system is designed so that there is no delay from the sensors being triggered and the siren going off. Upon the sensors being triggered, both the Owner and the Authorised Users will receive push-notifications on their smartphones. The System Owner will also receive an email with 1 attached snapshot taken by each camera. Each camera records a 30 second video-gram recording of the event, viewable by the Owner and Authorised Users. The video-grams are listed in the details for the event. Upon verification of the event, both Owner and Authorised Users can disarm the system to cancel the siren. If there is no response to the event, each Emergency Contact will receive 1 text message alert 5 minutes after event being triggered.

 

Q: How can I be sure unauthorised people are unable to look at my videos on the cloud? 

A: With your privacy in mind, we store your videos locally. Video-grams are stored inside each Shuttle’s internal storage, or optionally can store to camera SD card. Ad-hoc recordings are stored on your smart device.

 

Alarm Notification Management

Q: How do I set up Arm/Disarm schedules? 

A: Select the clock icon at the top right corner on the Arm page. The prompts thereafter are highly intuitive; select which arm modes you want at the times you want, and which days you would like to repeat this schedule. Scheduled arming will follow regular arm behavior and notifications.

 

Q: Does the Home8 smartphone app siren sound different from other phone alerts? 
 

A: Yes, the Home8 app siren sounds different than other types of audible smartphone notification alerts so that you will be able to distinctly tell if any alarms have been triggered at home. There are 3 available app sirens that you can choose from within the Home8 app.

Q: Does the Home8 siren alarm sound immediately upon the motion sensor being triggered?
Can we customize the siren delay settings?
 
 

A: The Home8 siren delay settings can be configured to your preferred settings. Instead of being limited to just a fixed siren delay time frame, with the Home8 systems you have the luxury of choosing between Immediate, 15 seconds delay, 30 seconds delay, or No Siren at all.

Q: I do not hear audio notifications on my smart device, what can be the problem? 
 

A: Verify notifications are turned on in the Home8 mobile app.
From the home screen, tap the “Sidebar Menu” icon
Tap “Notifications”
Ensure “Push Notification” is “ON”. Ensure “Audio alerts on mobile” is “ON”.
Then check the smartphone volume control, including the mute button.
On Android devices, verify the sound status in settings, sound, volumes, Music, video, games, and other media.
Turning on app notification with Android devices: Settings, Application Manager, Home8, tap check show notifications box.
On iOS devices, verify the sound status in settings, sounds, Ringer and Alerts.
Turning on app notification with iOS devices: Settings, Notification Center, Home8, alert style not set to none, Sounds = “On”, Show in Notification Center = “On”, Show in Lock Screen = “On”

Miscellaneous

Q: Will my homeowners insurance company give me a discount for using Home8's security system? 
 

A: Almost every homeowners insurance provider offers some level of discount for self monitored security devices for burglars and fire. Check with your specific provider to determine the amount of your discount.

Can't find an answer to your question?

Click Here to Contact Us

 

 

Device Management

How do I reset the OPU? (Restore to the factory default)

 

Attention:
This reset process will restore OPU back to factory default setting. All previous settings and data will be erased.

OPU/SecurityGateway1.0

  1. Power up your OPU and wait 1 minute
  2. Gently insert a paperclip into the reset hole on the back of the device for approximately 20 seconds
  3. The LED indicator will stop blinking for a few seconds then restart blinking
  4. Please wait 2-3 minutes for OPU to reconnect
  5. Now use App to activate your OPU

 

    OPU2/SecurityGateway2.0

    1. Power up your OPU and wait 1 minute
    2. Gently insert a paperclip into the reset hole on the back of the device for approximately 20 seconds
    3. All LED lights in the front of the device will go off then the unit will start to reboot
    4. Please wait 2-3 minutes for OPU to reconnect
    5. Now use App to activate your OPU

     

    What microSD cards are compatible with my camera and how do I insert it?

    To save video clips locally or turn on the continuous recording function, a MicroSD card is required.
    The MicroSD card should be SDHC format which can range from 2GB to 32GB.
    Please insert the MicroSD card into the camera when it is powered off to avoid damage to the MicroSD card.

    Twist Camera

    Remove the top cover to locate the card slot.


     

    Mini Cube Camera

    The card slot is on the right side of the camera.

     

    Mini Outdoor Camera

    Use the wrench to open the cover which is located on the bottom of the camera.

     

    What is Care24?

     

    Care24 is a free companion mobile app for caregivers to use with their loved-ones or patients to cover both indoor and outdoor care. The app utilizes the user’s smartphone as a fall detector, panic button and GPS locator.

     

    Subscription

    How to subscribe to a Service Plan?

    Please click here to subscribe using our online web portal.
    Or you can also log in to your account on your smartphone app, and click on the “Upgrade Service” on the home page.

     

    How do I change the Payment Method or Credit Card Number for my subscriptions?

     

    The system owner can do so by logging into the Home8 web portal or by clicking “Premium Service” on the App. Go to the Systems/Services tab. Click on “Details” next to the System. Then click on “Update Payment Method” to update the credit card details.

     

     

    Miscellaneous

    If I am unable to find the answer to my questions online, where can I go for more assistance?

     

    Please feel free to reference our Home8 App User Manual (PDF). You can contact Home8 Support at 1300 666 666, Mon – Fri: 9am – 5pm EDST to speak with one of our home8 Australia support specialists. You may also choose to email us anytime on our Contact Us page. Please leave us a detailed message and we will be promptly respond within one to two business days.