Hi there! I understand your Vision Well camera has been working well since 2023, but now when you get an alert, the image is frozen. Let's see how we can get that fixed for you.

To help me guide you best:
- When the alert comes with a frozen image, does the live stream from the camera also freeze, or is it just the alert snapshots?
- Have you noticed any network issues or slow internet where the camera is located?
- Have you tried restarting the camera or the app already?

In the meantime, here are some steps to try that often solve frozen image issues on Vision Well cameras:

1. Check Network Connection:
Ensure the camera has a stable Wi-Fi connection. A weak or unstable connection can cause delay or freezing of images. Try moving the camera closer to the router if possible.

2. Restart Camera and App:
Power cycle the camera by unplugging it for 10 seconds, then plugging it back in. Also close and reopen the VicoHome app on your device to refresh the connection.

3. Update Firmware and App:
Make sure your camera’s firmware and the VicoHome app on your device are up to date. Updates often fix bugs related to freezing or alert issues.

4. Re-pair the Camera:
Remove (unpair) the camera from the app and then add it back. This can resolve syncing issues that cause frozen alert images.

5. Check Notification Settings:
Verify motion detection and notification settings in the app to ensure alerts are properly configured.

If these steps don't resolve it, a reset of the camera might help — you can press and hold the reset button for about 5-10 seconds until you hear a beep (do check for exact instructions for your specific model). This will restore factory settings and may clear any glitches causing frozen alerts.

Would you like me to walk you through any of these steps or help with checking updates?

Are you satisfied with this approach so far?

it also keeps asking for subscription and credit card

Thanks for sharing that detail about your Vision Well camera asking for a subscription and credit card. It sounds like the app might be prompting you about a paid plan that is required for some features like alert video playback.

Here’s a breakdown and some guidance:

1. Subscription Requirement:
VicoHome cameras typically offer free basic functions, but features such as cloud video storage, recorded alert playback, and extended video history usually require a paid subscription. If you’re seeing frozen images on alerts, it could be because the app prompts subscription payment to access recorded videos or advanced alerts.

2. Check Your Subscription Status:
Go to the VicoHome app's "Payments & Subscriptions" section to see if you have an active subscription or if it has expired. If your subscription expired or there is a payment failure due to an invalid credit card, the app will prompt for an update or payment method1.

3. Update Payment Method:
If you had a subscription before and it is being renewed, make sure your credit card details are up to date and correct within the app. You can update the payment method by logging into the VicoHome app, navigating to Account or Subscription settings and adding a valid payment method3.

4. Using Without Subscription:
Some users choose to use the camera solely with local SD card recording. In this case, you should be able to view live stream and local recordings without subscribing, but recorded alert video clips or cloud backup may not be accessible6. Confirm your camera model supports local recording.

5. Cancel or Manage Subscription:
If you want to avoid subscription charges entirely or stop recurring payments, you can cancel your subscription in the app under the subscription section2.

If you do want to keep the subscription to fully use alert videos and cloud storage, simply updating your payment method should resolve the continuous prompts.

Would you like help checking your subscription status in the app or updating payment details? Please let me know!

Are you satisfied with this explanation so far?