Vosker Customer Service — Expert Guide for Owners and Installers

Overview: what to expect from Vosker support

Vosker builds cellular, battery-powered security cameras and a cloud platform; therefore effective customer service is a mix of device troubleshooting, cellular/telecom support, and cloud-account management. Expect support to cover four main areas: hardware warranty and RMA, cellular connectivity (SIM/APN/coverage), camera configuration and firmware, and cloud storage / account billing. Understanding which of those buckets your issue falls into saves time and gets you to a resolution faster.

Typical first-response times for consumer electronics support are 24–72 business hours; more complex issues that require log analysis or RMA processing can take 3–14 business days. If you purchased through a reseller or integrator, your first contact may be the reseller — they often handle returns and replacements directly. For official vendor assistance always start with the vendor’s support portal (see the Contacts section below) so your case is tracked and you receive a case or ticket number.

Contact channels and practical expectations

Always open a formal ticket through the official support channel first: it ensures a case number, a documented timeline, and the ability to escalate. Use the Support/Contact page on the vendor website (for Vosker that is the primary entry point). If the vendor provides a support email address or phone number, note business hours and expected SLAs; for hardware RMA you will be asked for proof of purchase, serial number, and possibly return-shipping authorization.

When you do reach a human, have the following ready: order number, device serial/IMEI (printed on the camera and in the app), the firmware version, app version, exact timestamps of events, screenshots or short video clips showing the failure, and whether the unit is on battery, solar, or mains power. This information reduces unnecessary back-and-forth and accelerates any replacement or escalation process.

Information to provide when contacting support

• Order or invoice number and date of purchase (receipt or reseller invoice). If purchased in 2021–2025, include proof to speed RMA eligibility checks.
• Device model + serial number/IMEI and current firmware version (found in the app under Settings → About).
• App version and OS (iOS/Android) plus screenshots of the camera status page showing signal strength, battery percentage, and error messages.
• Exact timestamps (UTC or local time) for problems, sample video clips or images (include full-resolution where possible), and a short description of recent changes: firmware updates, SIM changes, or physical relocation.
• For cellular issues: carrier name, approximate RSSI/dBm if available (e.g., -85 dBm), SIM ICCID, and whether other cellular devices have service at the same location.

Common troubleshooting procedures — step-by-step

Start with fundamentals: confirm power and signal. If the camera reports low or no cellular signal, move the unit to a spot where another cellular device (phone) has full bars and verify. Check battery voltage or the solar panel output in daylight (most apps display percent charge and whether the panel is contributing). If you see frequent disconnects, log the pattern — time of day, weather, or firmware update coinciding with failures.

Next, validate firmware and app versions. Always run the latest stable firmware released by the vendor; a vendor will usually publish release notes with bug fixes and occasionally rolling back one version can be part of triage. Clear the app cache or reinstall the mobile app to eliminate a bad client session. If motion events are not being recorded, check SD card (if present): remove and test in a PC for read/write errors, reformat to FAT32 or exFAT as directed by the manual, then reinsert.

Advanced troubleshooting checklist

• Collect logs: use the app’s diagnostic export (or screenshot the device info page). Provide timestamps and event IDs to support.
• SIM/APN validation: if the camera uses an operator SIM, confirm provisioning with the carrier and compare APN settings to standard values; re-provision or swap to a known-good SIM to isolate carrier vs device faults.
• Factory reset procedure: document the exact reset steps (press-and-hold sequence), re-pairing process, and note whether issues persist on a factory-restored device to identify hardware faults.
• Environmental checks: confirm mounting height (recommended 8–10 ft for most outdoor cameras), angle, and that reflective surfaces or heat sources are not producing false PIR triggers.

Warranty, returns, and replacements

Most consumer camera vendors publish a limited warranty (commonly one year) from the date of purchase. For warranty service you will typically need proof of purchase and the serial number; if purchased through a dealer the dealer may handle the RMA. When discussing replacements, ask about refurbished vs new units, shipping costs, and whether you will receive an RMA return label — vendors often require the faulty unit be returned within a specified window (e.g., 30 days) to avoid replacement charges.

Document shipping and packaging for returns: include a note with the case number, remove SIMs and SD cards unless instructed otherwise, and use tracked shipping. If you rely on these devices for critical security coverage, ask about loaner programs or expedited replacement options — these services may carry an additional fee but minimize downtime during transit and evaluation.

Firmware, security, and best operational practices

Keep the camera firmware and mobile app current. Vendors issue security patches and connectivity fixes that can resolve 70–90% of intermittent issues over time. Configure strong unique passwords for cloud accounts, enable two-factor authentication (2FA) if offered, and limit account sharing. For sensitive installations, change default camera IDs and regularly audit event logs for unauthorized access.

For ongoing maintenance plan quarterly inspections: verify solar panel cleanliness, check mounting hardware torque, inspect seals and gaskets for water ingress, and test motion detection and live-stream latency. For multi-site deployments, use a spreadsheet or device management tool to track firmware versions, warranty dates, and local SIM expiration dates so you don’t lose coverage unexpectedly.

Where to find official help and next steps

Begin at the vendor’s official site (for Vosker: visit the Support or Contact pages at vosker.com). Open a support ticket, attach the required diagnostics, and ask for a case number. If you need escalation, request to speak to a senior technician or the RMA coordinator and keep a concise timeline of interactions. Well-documented cases resolve faster.

If you want professional on-site installation, request references for certified installers and ask for a written site survey that includes expected cellular signal dBm, optimal mount locations (8–10 ft recommended), and a bill of materials including poles, mounts, and solar panels with cost estimates for hardware and labor.

What cellular network does Vosker use?

United States: We have two cellular network options for the United States: Verizon network and the Nationwide network. International: Please contact your local dealer to know more about the use of VOSKER cameras internationally. You may also contact VOSKER support team if you need further assistance.

Why is my VOSKER camera not working?

If your camera is still not turning on, remove the battery pack, connect the camera directly to a power source via the provided USB cable and try turning it on. If the issue persists double-check your power source and if you are using a third-party USB cable, make sure it is meant for charging and not data transfer.

How to check spy cam on phone?

If your phone has an infrared light camera you can use it to find hidden cameras. Open the camera and scan the room looking for small bursts of steady or flashing light—these may be hidden cameras. You can also use smartphone apps that combine several technologies, such as Bluetooth scanning and infrared detection.

What is the return policy for VOSKER?

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

How do I cancel my VOSKER subscription?

HOW TO CANCEL YOUR SECURITY PLAN

1. Login to your VOSKER app.
2. Select the Account tab.
3. Select the camera from the dropdown (top of your screen) for which you want to stop your plan from further renewal.
4. Toggle off the auto-renewal button.

What is the phone number for VOSKER?

BEFORE sending a product for repair, please contact our technical support team by email or at 1-888-986-7537. Clearly describe the problem and give a phone number to reach you.