Where Did My Cove Features Go? A Troubleshooting Guide
It can be confusing and frustrating when features you expect to see in your Cove security system or app are suddenly missing. Whether you can't access your camera feeds, smart home integrations have stopped working, or monitoring options have disappeared, the cause is usually related to your subscription plan, app synchronisation, or device settings. This guide will help you identify why features might be missing and how to get them back.
Common complaints include not being able to view live video, the option for professional monitoring being unavailable, or newly added sensors not appearing in the app. Let's walk through the solutions.
## Step 1: Verify Your Monitoring Plan
Cove offers different subscription plans (e.g., Cove Basic and Cove Plus), and the features available to you are directly tied to the plan you are on. This is the most common reason for "missing" features.
1. Check Your Current Plan:
- Log in to your account on the Cove website or check within the app's account or billing section.
- Confirm which plan you are currently subscribed to.
2. Understand the Feature Differences:
- Cove Basic: Typically includes 24/7 professional monitoring, environmental alerts, and cellular backup. However, it often lacks features like camera support, smart home integration (Alexa/Google Home), and control of the system via the app.
- Cove Plus: This is the premium tier that includes everything in Basic, plus crucial features like full smartphone app control, access to live camera feeds and recordings, and smart home integrations.
Conclusion: If you are trying to view a camera feed or use Alexa but you are on the Cove Basic plan, the feature isn't missing—it's not included. You will need to upgrade your plan to Cove Plus to enable these functionalities.
## Step 2: Refresh the Connection Between the App and Panel
Sometimes, the app on your phone can get out of sync with your main Cove security panel, causing it to display outdated information or hide certain features.
1. Log Out and Log Back In:
- The simplest way to force a re-sync is to completely log out of the Cove app on your smartphone.
- Close the app fully (don't just leave it in the background).
- Relaunch the app and log back in with your credentials. This forces the app to pull the latest configuration from your system.
2. Reboot the Main Panel:
- If logging out doesn't work, try rebooting your main security panel.
- Look for a reboot option in the panel's system settings. If you can't find one, you may need to unplug it from AC power and disconnect its internal backup battery for 60 seconds before reconnecting. Refer to your user manual for specific instructions.
- A fresh start can often re-establish a proper connection with the Cove servers and your app.
## Step 3: Check for App and Firmware Updates
Running on outdated software can lead to compatibility issues and bugs that might cause features to disappear.
- Update the Cove App: Go to the Apple App Store or Google Play Store on your phone and search for the Cove app. If an "Update" button is available, install it immediately.
- Update Panel Firmware: Your Cove panel should update its firmware automatically. However, you can check for updates in the system settings menu on the panel itself. Ensure it is connected to Wi-Fi to receive these updates.
## Step 4: Address Specific Feature Issues
- A New Sensor Isn't Showing Up: If you've recently added a new door sensor, motion detector, or other device at the panel, but it's not in the app, a simple log-out/log-in cycle (Step 2) will almost always fix this.
- Smart Home Integration Not Working: If your Alexa or Google Home connection has stopped, go into your Alexa/Google Home app, disable the Cove skill/action, and then re-enable and link your account again. This re-authorises the connection and can solve many problems.
By systematically checking your subscription plan and ensuring your app and devices are properly synced and updated, you can resolve most cases of missing features and restore the full functionality of your Cove security system. If problems persist, it's best to contact Cove customer support directly to investigate your account.