How can we help you? You can find the frequently asked questions here.
Can’t find your question below? Please contact us per email on firstname.lastname@example.org (preferably). Or by telephone: +31 (0) 172 – 61 20 50. We speak Dutch & English. Monday till Friday from 9AM- 5PM, GMT+1 (Amsterdam).
1. Is Innocam an authorized Synology partner?
Innocam is an authorized Synology partner since 2010. You can verify this on the Synology.com website. More information about Innocam is available on the About us page and you can check our company reviews.
2. Are there periodic software maintenance fees?
A Synology Surveillance Station license provides lifetime upgrade subscription. There are no yearly software maintenance costs. You can always upgrade and use the latest version of Synology Surveillance Station software. A purchased license can also be migrated to a new Synology NAS (please note FAQ 5).
3. Are these Synology licenses supported worldwide?
Yes, it doesn’t matter where you are located. Our Synology licenses function worldwide.
4. I didn’t receive my Synology license, how long does it take?
We send the license key directly after payment. Incidental the email can be marked as Spam. So please check your Spam/Junk folder. In some rare cases our e-mail can be blocked by your e-mail provider. If you experience any issues please contact us, email@example.com. We will respond as soon as possible. For several years we receive textual e-mail codes from Synology HQ Taiwan. This is better for the environment and allows faster delivery.
5. How can I migrate or reinstall my Synology license?
In case of migration you should first delete the license from your previous Synology device. If you don’t delete your licenses in a current/previous installation you cannot activate them again. In case of a NAS system or harddisk crash, you can open a support ticket. Please attach your license code and PDF invoice to the support ticket. In this case Synology headquarters Taiwan can deactivate your license.
6. Can I install the Synology license on multiple devices?
Your Synology license is valid for one (1) Synology NAS. Don’t use your license on multiple Synology devices. The activation will fail and the license might be black-listed by Synology.
7. Can I install my license without an Internet connection?
The simplest is to activate your license using an Internet connection. The license will then be automatically linked to your Synology NAS. Offline validation is also possible. You can follow the instruction here.
8. How can I check if my IP camera is suitable for Synology?
Please note that you can add two cameras to Synology Surveillance Station for free to test your camera’s work. Synology Surveillance Station supports and has integrated over 8400 IP cameras from 150 brands. Click here for the complete camera support list.
9. How many cameras can I add to my Synology?
There are several ways to find out. The datasheet of your Synology NAS lists the maximum supported cameras. Another method is via Synology web browser > Surveillance Station app > Menu > License > note the “Maximum for local device” value.
Please note that settings such as image resolution and fps affect the system performance of your Synology.
10. How can I migrate the license to another Synology device?
Starting from version 8.2.6, Surveillance Station supports a license migration function that allows you to complete the license migration process on a Synology NAS or NVR. Signing in to a valid Synology Account on a Synology device allows you to migrate licenses even if the device malfunctions.
Follow the Add License Wizard on the new NAS device. Surveillance Station will recognize the licenses have been activated, and ask you to authenticate the Synology Account of the original device to prove your identity. You can confirm and complete the migration.
Read more about license migration on Synology Knowledge Center
11. I cannot complete my order because of a Creditcard error. What can be wrong?
I some cases the Creditcard payment is failed because of an “3-D Secure” authorisation error. Some Creditcards having difficulties with 3-D Secure (security and fraud check). We suggest to try the PayPal payment option. PayPal is using another Creditcard verification method and accepts Visa, Mastercard, American Express (AMEX) and Discover Creditcards.