EseeCloud Customer Service & Support
Official contact information, self-help resources, and answers to common support questions.
EseeCloud is developed by Guangzhou Juan IOT Technology Co., Ltd and supports over 5 million users worldwide. Official support is provided via email. This page helps you find the fastest path to a solution — whether through the support team or our self-help guides.
Does EseeCloud Have a US Customer Service Phone Number?
No — EseeCloud does not have a US local customer service phone number.
Many users search for an EseeCloud customer service telephone number or a US-based phone number for support. The honest answer is that EseeCloud currently has no US phone line, no toll-free number, and no 24/7 live phone support. The development team is based in Guangzhou, China, and all customer support is handled via email. This is common for budget-friendly IP camera brands that operate internationally.
What to Do Instead
- Email the support team at jszc@juanvision.com with a detailed description of your issue
- Use the in-app Help section (Personal Center → Help) for guided self-service support
- Browse the self-help guides below — most common issues have step-by-step solutions
- Check the EseeCloud community on Reddit for peer solutions (r/homesecurity, r/homeassistant)
Official EseeCloud Support Channels
The following are the verified official support channels for EseeCloud.
Support Email
This is the primary official support email for EseeCloud / Juan IOT Technology. Send a detailed message describing your issue — include your device model, phone OS, and a description of the problem.
Email is the only direct support channel available to international users.
Expected Response Time
Support emails are typically answered within 1–3 business days. The team operates on China Standard Time (CST, UTC+8), so emails sent during US evening hours may not receive a reply until the following day. For faster results, send your email during morning hours (9 AM–5 PM CST).
In-App Help Center
The EseeCloud app includes a built-in Help section with FAQs and guided troubleshooting. To access it: open the app → tap the person icon in the bottom navigation → tap Help or FAQ.
The in-app Help Center is available 24/7 and covers the most common setup and usage questions without needing to contact support.
Self-Help Guides — Solve It Yourself
Most EseeCloud issues can be resolved without contacting support. Use these guides to fix common problems instantly.
Camera Setup Guide
Step-by-step instructions for connecting your camera to Wi-Fi and adding it to the EseeCloud app for the first time.
View guide →Login & Account Help
How to log in on the app and PC CMS, register an account, reset a forgotten password, and manage your EseeCloud account.
View guide →Download & Install
Download links and installation instructions for Windows CMS, Mac, Android, and iOS platforms.
View guide →Troubleshooting
Fix camera offline errors, app crashes, notification issues, black screen problems, and playback failures.
View guide →Pricing & Subscriptions
Understand what is free, how cloud storage subscriptions work, and how to manage or cancel a plan.
View guide →Windows CMS Guide
Install EseeCloud CMS on Windows 10 or 11, fix mfc100u.dll errors and 0xc000007b errors, and get started.
View guide →Common Issues — Quick Answers
Fast answers to the most frequently reported EseeCloud problems. Click any link for the full step-by-step guide.
Camera shows as offline
Check power, verify the camera is on a 2.4 GHz Wi-Fi network (not 5 GHz), and confirm the router is not blocking the device's MAC address.
Full offline fix guide →Can't log in to the app
Check your email/password combination, use 'Forgot Password' to reset, or try logging in with your third-party account (Google, Apple). Make sure internet is enabled for the app.
Login help guide →Camera won't connect to Wi-Fi during setup
EseeCloud cameras only support 2.4 GHz Wi-Fi. If your router broadcasts a combined 2.4/5 GHz network under one name, temporarily separate them or create a 2.4 GHz-only SSID.
Wi-Fi setup guide →Push notifications not arriving
Go to phone Settings → App permissions for EseeCloud and enable notifications, background data, and auto-start. On iOS, check Settings → Notifications → EseeCloud.
Notification fix guide →Video playback not working
For SD card playback, ensure the card is formatted as FAT32 or exFAT. For cloud playback, confirm your cloud subscription is active under Personal Center → Cloud Mall.
Playback troubleshooting →EseeCloud CMS won't open on Windows
A missing mfc100u.dll or 0xc000007b error usually means the Microsoft Visual C++ runtime library is missing. Install the Visual C++ Redistributable from Microsoft's website to fix it.
Windows CMS fix guide →SD card not detected by camera
Make sure the card is formatted as FAT32 (not NTFS or exFAT for older cameras), capacity is under 128 GB, and speed class is Class 4 or higher. Restart the camera after inserting.
SD card guide →How to Write an Effective Support Email
Including the right information in your first email dramatically reduces back-and-forth and gets your issue resolved faster.
When emailing jszc@juanvision.com, a clear and complete message saves time for both you and the support team. Here is what to include:
Suggested Subject Line Format
[EseeCloud] Issue: Camera offline after Wi-Fi change — Model: [your model]Device model or type
e.g., Hiseeu FHD bullet camera, OOSSXX wireless NVR kit, or whatever brand/model you have
Phone OS and version
e.g., iPhone 15 running iOS 17.3, or Samsung Galaxy S23 running Android 14
EseeCloud app version
Find this in the app under Personal Center → About
Cloud ID or Device UID
The unique identifier for your camera. Found in the app by tapping the camera name → Device Info → Cloud ID
Description of the problem
When did the issue start? What steps have you already tried? Are there any error messages or codes?
Screenshots or video
Attach screenshots of any error messages. A short screen recording of the issue is especially helpful.
Write your email in English. The EseeCloud support team handles international customers and responds in English for most inquiries.
Community & Third-Party Resources
While these are not official EseeCloud support channels, the communities below have active users who may have encountered the same issue.
r/homesecurity on Reddit
A large community of home security enthusiasts. Search for EseeCloud to find threads about common issues, camera recommendations, and configuration tips shared by real users.
Visitr/homeassistant on Reddit
If you are trying to integrate EseeCloud cameras with Home Assistant via RTSP or ONVIF, this community has detailed guides and real-world configuration advice.
VisitYouTube Tutorials
Search YouTube for 'EseeCloud setup' or 'EseeCloud camera tutorial' for video walkthroughs of camera setup, CMS installation, and troubleshooting created by real users.
VisitThese are independent third-party resources, not affiliated with EseeCloud or Juan IOT Technology. Information may not always be up to date.
EseeCloud Support — Frequently Asked Questions
Answers to the most common questions about EseeCloud customer service and support
Is EseeCloud customer service available 24/7?
Does EseeCloud have a US customer service phone number?
What is the official EseeCloud support email?
How long does EseeCloud take to respond to support emails?
Can I get a refund for my EseeCloud cloud storage subscription?
How do I report a bug or submit feedback to EseeCloud?
Where can I find EseeCloud compatible cameras?
Related Guides
Troubleshooting Guide
Fix camera offline, app crashes, notification issues, and playback errors with step-by-step solutions.
Learn more →Camera Setup Guide
First-time camera setup: connect to Wi-Fi, add to the app, and configure alerts.
Learn more →Compatible Cameras
Find out which camera brands work with EseeCloud and how to check compatibility.
Learn more →