Can't Add Your Device to Hik-Connect? Let's Fix It.
Setting up a new Hikvision camera or NVR should be a straightforward process, but pairing issues can be a frustrating roadblock. When your device fails to add to your Hik-Connect account, it prevents you from accessing remote viewing and getting the most out of your security system. This problem is common and usually stems from a few specific configuration or network issues.
This guide will walk you through the most frequent causes of Hik-Connect pairing failures and provide a clear, step-by-step troubleshooting process to get your device online and connected to your account.
Common Symptoms of Pairing Problems
You might be experiencing a pairing issue if you see one of the following symptoms when trying to add your device via the Hik-Connect app:
- Scanning the QR code results in an error message.
- The app reports "Device offline" or "The device is not registered".
- You receive an error about an incorrect "Verification Code".
- The app says, "The device is added by another account".
- The device simply fails to appear after you've tried to add it manually.
Step-by-Step Troubleshooting for Hik-Connect Pairing Failures
Follow these steps in order. Most pairing issues can be resolved by checking these key areas.
1. Check Network Connectivity (Both Device and Phone)
The most fundamental requirement for pairing is a stable internet connection for both the Hikvision device and the smartphone running the app.
- Device's Connection: Ensure the Hikvision device (camera or NVR) is properly connected to your network with a network cable. Check the link lights on the device's ethernet port to confirm it has a physical connection. The device must be able to reach the internet.
- Phone's Connection: Make sure your smartphone is connected to a stable Wi-Fi or cellular data network. A weak or intermittent signal can disrupt the pairing process.
- Same Network (for initial setup): While not always required, the setup process is often smoother if your smartphone is connected to the same local Wi-Fi network as your Hikvision device.
2. Verify the Hik-Connect Service Status
For the device to be added, the Hik-Connect service must be enabled within the device's own configuration.
- Access your device's configuration menu. For an NVR, this can be done via a directly connected monitor. For a camera, you'll need to find its IP address and log in via a web browser on a computer.
- Navigate to Configuration > Network > Advanced Settings > Platform Access.
- Make sure the Access Type is set to Hik-Connect.
- Crucially, the Enable box must be ticked.
- After enabling, the Status should change to Online. If it says Offline, it indicates a network problem where the device cannot reach the Hik-Connect servers.
3. Check the Verification Code
The verification code is a password that secures the connection between your device and your account.
- Find the Code: The code is printed on the label on the physical device, usually located right next to the QR code. It is typically a 6-character, case-sensitive code.
- Enter it Carefully: When the app prompts you for the verification code, type it in exactly as it appears on the label. An incorrect code is a very common reason for failure.
4. Address the "Device Added by Another Account" Error
This is a security feature. A single Hikvision device can only be bound to one Hik-Connect account at a time.
- If you are setting up a new device, this error should not occur.
- If this is a second-hand device or was previously set up by someone else (like an installer), you must first remove it from the original account.
- You need to log in to the original Hik-Connect account, select the device, and tap 'Delete' or 'Unbind'. Once unbound, it will be free to be added to your new account.
- If you cannot access the original account, you will need to contact the seller or Hikvision support with proof of ownership to have the device unbound remotely.
Frequently Asked Questions (FAQs)
Q: Why is my Hikvision device failing to pair with the app?
A: Device pairing can fail for several reasons. The most common issues are an unstable network connection (for either your phone or the device), an incorrect verification code, the device already being bound to another Hik-Connect account, or not having the Hik-Connect service enabled in the device's network configuration.
Q: What is the device verification code and where can I find it?
A: The verification code is a unique password for your device required for pairing. You can find it on the device's label, usually near the QR code. It is often a 6-digit, case-sensitive code. If the label is missing, you can sometimes find it in the device's local configuration menu under Platform Access settings.
Q: What does the error 'The device is added by another account' mean?
A: This error means the device is already registered to a different Hik-Connect account. A device can only be bound to one account at a time. You must first 'unbind' or delete the device from the original account before you can add it to a new one. If you don't have access to the original account, you may need to contact Hikvision support for assistance.
Q: How do I enable the Hik-Connect service on my device?
A: For a device to connect to the Hik-Connect cloud service, the feature must be enabled in its settings. You can do this by accessing the device's web interface from a computer on the same network. Navigate to Network > Advanced Settings > Platform Access, ensure the access type is 'Hik-Connect', and check the 'Enable' box. The status should show as 'Online'.