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Noorio FAQ: Account, Billing & Subscription

Common questions about Noorio accounts, subscriptions, billing, refunds, returns, and contacting support.

What information should I provide first for device support?

To help us locate the issue faster, please share your device model and a clear description of what is happening.

If you have already restarted, reset, re-paired, or switched networks, please mention those steps too. This helps the support team continue from what you have already tried.

Can I upload a photo of the device QR-code label?

Yes. If it is inconvenient to type the model or MAC manually, upload a clear photo of the QR-code label on the device and briefly describe the issue. Please make sure the QR code, model, and serial information are readable.

What should I prepare before contacting support?

If you need help from the support team, please prepare as much of this information as possible:

Your Noorio app account
Device model and device MAC address
What happened and when it happened
Steps you have already tried
Screenshots, error pages, or a photo of the device QR-code label

The more complete the information is, the faster the support team can help.

I want to contact support. What should I provide first?

You can contact the support team. To make the follow-up faster, please briefly describe the issue and provide your device model, Noorio app account, device MAC address, screenshots, or error messages if available. If you have already tried help-center steps, please also share the result.

Can I contact support if my issue is urgent?

Yes. If the issue is urgent, affects normal use, or you have tried several times without success, mention that when describing the problem and attach screenshots, videos, order information, or other evidence if available. The support team will continue helping based on the situation.

How do I handle a refund, return, or billing dispute?

For refunds, returns, duplicate charges, or billing disputes, please prepare your order number, charge screenshot, payment channel, charge time, and amount.

If the product was purchased from a third-party platform, you usually need to start the request from that platform first. For cloud service or subscription charges, also provide your Noorio app account so the support team can check the record.

How do I cancel a subscription or turn off auto-renewal?

In the Noorio app, go to My Services or Cloud Storage, open the related cloud service subscription, and follow the page prompts to cancel auto-renewal.

If the page path, button, or subscription status does not match the instructions, please provide your Noorio app account and a screenshot of the current page so the support team can check it.

How do I activate a Noorio cloud storage subscription?

You can follow this help-center article: https://closeli-help.closeli.com/en/article/how-to-active-a-cloud-storage-subscription-2jj3kb/ . The usual path is: open the sidebar, go to Cloud Storage, tap Add Subscription, choose a plan, and complete payment.

What if I cannot cancel or manage my cloud subscription?

Please first follow the subscription and billing instructions in the help center. If you still cannot find the entry, the button does not work, or the account status looks abnormal, provide your Noorio app account and a screenshot of the page so the support team can check it.

What should I check if my device cannot connect to the network or cannot find Wi-Fi?

First make sure the device is close to the router, the Wi-Fi signal is strong enough, the router can access the internet, and the Wi-Fi name is not hidden.

Also check that the Wi-Fi password is correct. Some Noorio devices only support 2.4GHz Wi-Fi and usually require WPA/WPA2 encryption. More steps are available here: https://closeli-help.closeli.com/en/article/failed-to-connect-to-the-network-or-cannot-find-my-wi-fi-wxp18w/ .

What should I do if setup says Failed to connect to the network?

Make sure the device is connecting to the correct Wi-Fi band, the Wi-Fi password is correct, and the device is close to the router. Also check whether MAC address filtering, a blacklist, or AP isolation is enabled on the router, as these settings may block setup.

How do I set up B211/B311/T110/T120?

Full detailed setup guide:
https://closeli-help.closeli.com/en/article/how-to-setup-b211b311t110t120-1yhlecw/
Standard pairing steps:
1.Power supply: Charge battery models for 6-8 hours with a DC 5V/2A adapter or standard phone charger; wired cameras connect to steady power directly.
2.Phone preparation: Turn on Bluetooth & location permissions, connect to a 2.4GHz Wi-Fi network (5GHz-only networks are unsupported), disable VPN and AP isolation.
3.Enter pairing mode: Long-press the SYNC/Reset button for over 10 seconds until voice prompt plays and indicator light flashes to activate Bluetooth pairing mode.
4.Complete binding in App: Open Noorio App and scan the QR code on the device. The App will send Wi-Fi credentials to the camera via Bluetooth, finish setup following on-screen prompts.
Troubleshooting tip: If Bluetooth connection or Wi-Fi sync fails, refer to the dedicated network troubleshooting article for this model group.

What does Unable to connect to Wi-Fi in the app usually mean?

Troubleshoot step by step in the following order:

Wi-Fi Band Compatibility Check

B200/B210/B310/D110/SB400/B211/B311 only support 2.4GHz Wi-Fi, 5GHz-only networks cannot be recognized;
T110/T120/CS201 support dual-band 2.4G & 5G, connecting your phone to 2.4GHz during setup delivers more stable pairing.

Basic Wi-Fi Credential Check

Double-check the Wi-Fi password, match exact uppercase, lowercase and special symbols;
Turn off VPN, proxy and cellular data on your phone during setup;
Place camera, phone and router close together for full Wi-Fi coverage.

Critical Router Configuration Adjustments

Log into your router admin page and disable these restrictive functions:

AP isolation / guest network isolation
MAC address whitelist & blacklist filtering
Captive portal authentication page

Reset device and retry pairing

Long-press the SYNC/Reset button for more than 10 seconds to restore setup mode, then scan the device QR code again in the App.

If the Wi-Fi connection error persists after all steps, record a full pairing video, provide your router model and Wi-Fi security mode, then send to support for advanced troubleshooting.

Can phone settings affect Noorio setup?

Yes, the following phone settings will directly cause pairing failure, please adjust them before setup:

Bluetooth permission (Mandatory for B211/B311/T110/T120 series)

These models rely on Bluetooth to send Wi-Fi credentials. You must turn on Bluetooth and location permissions on your phone; pairing will be completely blocked if Bluetooth is disabled.

Network restrictions

Turn off VPN and proxy apps, disable automatic cellular data switching, and stay connected to a 2.4GHz Wi-Fi during the whole setup process;
If old NOORIO temporary hotspot exists in your Wi-Fi list, forget/delete this network first.

Extra interference factors

Battery saver mode, background network limits, and firewall apps will also block communication between camera and App.

Final troubleshooting tip

If pairing still fails after all adjustments, reset all phone network settings (Wi-Fi, Bluetooth, cellular data), restart your phone, long-press the device SYNC/Reset button for over 10s to enter pairing mode, then scan QR code to add the device again.

What does Failed to connect to the network, please check your WiFi password mean?

This prompt means the device fails to connect to the target Wi-Fi network. You can troubleshoot step by step as follows:

Double-check your Wi-Fi name and password: pay close attention to uppercase/lowercase letters and special symbols, and avoid extra spaces or wrong characters in input;
Confirm the network band: our devices only support 2.4GHz Wi-Fi, do not select a 5GHz network;
Improve signal conditions: place the device closer to the router with fewer obstacles to reduce connection failures caused by weak signals;
Restart the pairing process: after correcting information and adjusting placement, long-press the device SYNC button for 10s to reset pairing mode, then finish setup again.

What should I provide if I need help with a refund or billing issue?

Prepare the materials below and send them to support, we will forward your case to a human agent for review and follow-up:

Your Noorio App account;
Order number / charge time, charge amount and payment channel;
Full screenshots of billing or transaction records.

For return or replacement requests, additionally state your purchase channel and detailed reason for the application.

What should I provide if I need help with a device issue?

Please provide your Noorio app account, device MAC address, device model, issue description, steps already tried, and screenshots or a photo of the device QR-code label. If the issue involves LED status, sound, or setup, a short video is also very helpful.

Why do some models need Bluetooth enabled during setup?

For models such as B211, B311, T110, and T120, the Noorio app may use Bluetooth to pass Wi-Fi information to the device during setup. If Bluetooth is off, setup may not continue.

Why does my device react normally but still fail to bind to my account?

If your device plays voice prompts and enters pairing mode normally yet binding fails, the most common cause is that the camera is still linked to another Noorio account without being unbound.
Solutions:

Log in to the original account the device was bound to, then remove this device from the device list;
Long-press the SYNC button for 10 seconds to reset the device to pairing mode;
Switch to your current account and scan the QR code to bind the device again.

Why should I provide payment channel and charge time for refund or return issues?

Refunds, duplicate charges, and billing disputes usually need payment-record verification. Providing the payment channel, charge time, amount, and screenshots upfront reduces back-and-forth and helps the support team process the request faster.

Not flashing blue?

Dear Customer,

We fully understand the inconvenience caused by issues with your device. Please read the information below carefully to learn about our after-sales warranty, return and exchange policies.

Important After-Sales Terms

Return Time Limit: If you need a return and refund, please submit a return request on the official Noorio Amazon Store or Noorio Official Website within 30 days of receiving your order. The original packaging and all original accessories must be kept intact for returns. Returns will no longer be accepted once 30 days have passed after delivery; your case will only be processed under our 1-year limited warranty. We appreciate your understanding.
Warranty Policy: All devices come with a 1-year limited warranty valid from the date of delivery. Damage or malfunctions resulting from accidental drops, external physical impact, or unauthorized third-party modifications are not deemed manufacturing defects and are excluded from warranty coverage.

Our support agent will review your case and propose feasible solutions based on complete supporting materials. Please prepare the following information:

Your order number or full purchase receipt
Place of purchase: We only handle after-sales requests for orders placed on the Noorio Official Website and official Noorio Amazon Store. For orders purchased from other third-party retailers, please contact the respective seller directly for returns or exchanges. We can only offer technical guidance on device operation for such orders.
Please explain the specific reason why you are seeking after-sales service or considering a return/refund. Our agent can remotely troubleshoot your device issues as a priority. If the problem is fully resolved, would you be willing to keep and continue using the device?
Your device model. You may take a clear photo of the QR code sticker on the device body (which contains the serial number and MAC address) to speed up device verification.
If your device arrived damaged, faulty, or inconsistent with its product description upon delivery, please provide relevant photos or videos taken immediately after receipt.

Cloud Service & Subscription Billing Inquiries

For questions about cloud storage plans or automatic recurring charges, simply provide your Noorio App account and payment screenshots / relevant order number.

Once you submit all required materials, we will forward your case to a dedicated support agent for full review and assessment.

How do I fix live view or playback problems on my Noorio device?

Dear, thank you for contacting Noorio support team. If your device has problems such as real-time preview, video playback, unable to open recorded video, loading lag, abnormal playback, etc., please follow the steps below to troubleshoot and resolve:

Problem Description

The device's real-time picture failed to load, loaded slowly, and various abnormal failures occurred in video file playback and recorded video playback.

Troubleshooting steps

Switch between wireless network and mobile phone traffic to eliminate lag problems caused by network fluctuations and poor network quality.
Temporarily lower the video quality parameters, refresh the real-time image or play back the video test.
Distinguish the scope of the fault: Confirm that the problem only exists in real-time preview, only abnormal video playback, or both functions cannot be used normally.
When viewing playback files via cloud storage/memory card, please verify the cloud package subscription status, storage-related configurations, and whether the SD card is working properly.
Write down the exact time period corresponding to the lost video so that we can check the system logs and stored data to locate the root cause.

General solution

By optimizing network stability, lowering the image quality and trying again, verifying the storage configuration and marking the fault period, most playback faults can be basically investigated and resolved.
If the fault still exists after the operation, please provide these additional information: device model, App version number, specific time period of abnormal recording, problem screenshot/screen recording file, and indicate whether the real-time screen can be opened normally, and we will handle it accurately for you.

What should I do if a Noorio firmware update fails or causes issues?

Hello, thank you for contacting Noorio support team. Regarding issues with all Noorio devices, it is recommended that you refer to the following steps first.
Problem overview: The firmware upgrade fails, gets stuck, or the device behaves abnormally after the upgrade is completed.
Suggested troubleshooting steps:

Before retrying the upgrade, confirm that the power supply to the device is stable.
Keep the device connected to a reliable network during the upgrade process to avoid network disconnection midway.
Do not close the App or interrupt the power supply of the device during the upgrade.
After refreshing the app and device status, try the upgrade again.
If the upgrade is successful but the device is abnormal, please record the current firmware version and specific abnormality.

Suggested solution: Firmware problems should only be retried when the power supply and network are stable. Abnormalities after the upgrade need to be further verified based on the specific firmware version.
If the problem is still not resolved, please add the following information: device model, current firmware version, target version (if any), upgrade time, error screenshots, and abnormal performance after the upgrade.

Sincerely
Noorio Support

How do I remove a shared user or add or remove shared devices?

Dear customer, tap your profile picture in the upper-left corner, then select Sharing. Open the page for the user you want to remove and delete that user to revoke their sharing access. If you have multiple devices and need to add or remove shared devices, select or deselect the relevant devices, then tap the button in the upper-right corner to save your changes.

How do I change the email address linked to my Noorio account?

Dear customer,nYour Noorio account is permanently bound to the original registered email address for filing purposes, so the linked email cannot be modified directly. If you need to switch to a new email address, we recommend registering a brand-new Noorio account with the new mailbox.nnIf you intend to transfer all your existing devices to the new account: you must first remove all devices from your old account, perform a hardware reset on each device individually, then reconfigure the network and add the devices to the new account. At present, our system does not support bulk migration of all devices from Account A to Account B in one click.n`nThank you for your understanding.

Updated on: 03/08/2026