General Questions about Kasa Care
We released the new Kasa Care service in 2020. For detailed information about the new Kasa Care service, please refer to What is Kasa Care.
Here is what you might want to know about the new Kasa Care service.
Information related to the free trial
Q1: Is there a free trial for the Kasa Care plan?
With the new Kasa Care service, every Kasa account is eligible to sign up for a free trial for the new Kasa Care plan once.
To view the Kasa Care plan, From the Kasa APP > Tap’Me’ on the bottom> Select Kasa Care
Q2: Can I get a free trial for the new Kasa Care if I already had a free trial of the legacy Kasa Care plan?
Yes! Every Kasa account is eligible for a one-time free trial of the new Kasa Care services.
Q3: How many free trials can I have for the Kasa Care plan?
Each Kasa account is eligible to sign up for a free trial once.
Q4: Can I cancel a free trial?
Yes. You can cancel a free trial at any time from the Kasa app. Do note, however, that your account will not be eligible for another free trial after the cancellation.
Information related to User Migration
Q5: How to migrate from the legacy Kasa Care plans to the new Kasa Care plans
If you have active legacy Kasa Care subscriptions for your Kasa Cameras, you can migrate to the new Kasa Care plan on your Kasa app. To view your options, open the sidebar by tapping the “≡” button in the upper left corner of the Kasa app and select Kasa Care.
To migrate and upgrade, please click on “Upgrade to New Plans” and you will be taken to the new Kasa Care ‘Select Services’ screen. You could just follow the subscription instructions to finish the migration. All legacy Kasa Care subscriptions will be terminated, and the prorated refund will be issued to your credit or debit card on file.
You can also cancel your existing subscription first and subscribe to a new Kasa Care plan later. Upon cancellation, all legacy Kasa Care subscriptions will be terminated, and the prorated refund will be issued to your credit or debit card on file.
Please note that once you’ve completed all the steps of “Upgrade to New Plans” or “Cancel Subscription,” you cannot purchase the legacy Kasa Care plans again.
Migration is one way and cannot be undone.
Please contact TP-Link support if you see a message reporting that “This subscription cannot be refunded” while migrating to the new Kasa Care plan.
Q6: Do I still have access to the legacy Kasa Care’s free features after I cancel my legacy service?
First, you will be refunded when you cancel the legacy Kasa Care Plans. After cancellation, your Kasa Cameras will automatically revert to the legacy Kasa Care’s free features:
· KC100 and KC110 will still have 12 hours of free cloud storage for 2 years from the original setup date.
· KC120 and KC200 will still have 48 hours of free cloud storage for 2 years from the original setup date.
· KC300 will still have 48 hours of free cloud storage for 1 year from the original setup date.
· KC310 will still have 12 hours of free cloud storage for 1 year from the original setup date.
Depending on the camera, you will have one or two years of free cloud storage.
Any paid subscriptions will not pause the countdown clock on your free storage.
Please note that once you’ve canceled a legacy Kasa Care plan or migrated to a new Kasa Care plan, you cannot subscribe to the legacy Kasa Care plans again.
Q7: Can I keep my existing legacy Kasa Care plan for my Kasa Camera?
Yes. You can keep your existing legacy Kasa Care plan. However, if you cancel or make changes to your plan, you will not be able to return to the legacy plan. You can switch to a new Kasa Care plan anytime from the Kasa app.
Q8: Can I alter my legacy Kasa Care plan?
You cannot make other changes to your legacy Kasa Care subscriptions.
You can cancel your legacy Kasa Care plan or migrate to a new Kasa Care plan at any time.
Plan cancellation and change
Q9: Can I cancel or change my Kasa Care subscription?
Yes. Your Kasa Care plan cancellation/change will take effect immediately. All video history outside of the new plan limits will be erased and cannot be recovered.
Either a prorated refund or a prorated credit will be issued accordingly.
If you still have one or more cameras in your Kasa Care subscription, you’ll get a prorated credit applied to your next bill.
Note: Your Kasa Care subscription can either be billed monthly or annually. You can found the current billing cycle (next invoice date) by tapping on the Kasa Care in the sidebar of the Kasa app.
If you wish to change your billing cycle, you may tap on the Kasa Care in the sidebar, canceling the current subscription and create a new one.
Refund Policy Summary Table
|
Billing Cycle |
Canceling your plan |
Downgrading your plan (moving from Premium to Plus plan) |
|
Monthly/Annual |
Effective Date: Camera subscription canceled immediately. Refund: Prorated refund |
Effective Date: Camera moved to Plus plan immediately. Refund: Prorated credit |
Other Questions
Q10: Can I add more than 10 cameras to one premium plan subscription?
No. The maximum number of cameras under one Premium Plan subscription is 10. If you want to enable Kasa Care service for more than 10 cameras, you can sign up for another Kasa account or change all cameras to Plus Plan. Plus Plan subscriptions are per camera and there is no maximum camera limit.
Q11: Can I subscribe to both Plus and Premium Plans at the same time for one Kasa account?
No. Only one subscription type is allowed per Kasa account.
Q12: Does my Kasa camera still have a free cloud recording?
When you register for a Kasa Cam, you can enjoy the free Kasa Care service depending on the model number of the camera.
With the free service, you will have access to 12 hours or 2 days of video history for the Kasa cameras.
Note： The other cameras don't have free cloud recording except the models listed below.
|
Models |
Inclusive Free Recording |
|
KC100 |
Rolling 12-hour video history for 2 years |
|
KC105/EC60/KC400/KC410S/KC420WS |
No free cloud recording (Add microSD card to enable free local 24/7 recording) |
|
KC110 |
Rolling 12-hour video history for 2 years |
|
KC115/EC70 |
No free cloud recording (Add microSD card to enable free local 24/7 recording) |
|
KC120 |
Rolling 2-day video history for 2 years |
|
KC200 |
Rolling 2-day video history for 2 years |
|
KC300 |
Rolling 2-day video history for 1 year |
|
KC310 |
Rolling 12-hour video history for 1 year |
Note: The 2-year/1-year free plan begins after the camera is set up successfully.
Q13: Does my Kasa camera still have a free plan if I cancel my subscription plans?
Yes! You always have the Free Plan for the Kasa camera. When you cancel the paid plan, the camera will go back to the free plan with 12 hours or 2 days of video history. Please note the free plan starts timing after the camera is set up successfully. The free plan will be unavailable only when it expires.
Q14: Can I Retrieve a clip that shows "No longer available"?
No, there is no way to retrieve these clips. Some users may want to see clips labeled “no longer available” in the Kasa app. These clips are not available since they are not stored on our server anymore.
You cannot retrieve these clips by subscribing to a Kasa Care plan, either.
Q15: Why can't I use the manual recording feature on KC105 or KC115?
If you cannot see the manual recoding button on the live view page of the camera, it is likely that you have not subscribed to the Kasa Care Plan, thus there is no free cloud recording for the KC105 or KC115.
After the subscription, you will see the recording button and use the manual recording feature, the clip recorded will be saved to the activity center.
Q16: What’s the difference between a free plan and a free trial?
The free plan refers to 2-day or 12-hour Free cloud storage accompanied by the camera itself (depending on the model no. of the camera), which you can enjoy without subscribing to Kasa Care. The old models of Kasa Cameras, including KC100, KC110, KC120, KC200, KC300, and KC310 have this feature, while the new models that support SD cards do not have the free plan (free cloud storage).
Free Trial is a trial for a limited period when users subscribe to a paid Kasa Care.
The current offer is a 30-day free trial. This probation period may be changed at any time. We have not guaranteed the length of a free trial.
Q17: What types of cards are supported for payment?
We currently support Visa, Maestro, Mastercard and American Express for payment.
All four brands are supported for payment, including credit and debit cards for these brands.
