How to Request Support for Eagle Eye Products

How to Request Support for Eagle Eye Products

How to Request Support for Eagle Eye Products

This article details the proper way to submit a support ticket so we can best ensure that your questions are answered or issues resolved.  

Before submitting a ticket or email for a question, please search our Knowledge Base at  The Knowledge Base contains a large amount of useful information right at your fingertips! 

The Information We Need for Processing a Support Request

      1.  Name
      2.  Email Used to Log in to Eagle Eye Account    * * * *REQUIRED
      3.   Account Name  * * * *REQUIRED
      4.   The Bridge Serial number
The bridge serial number can be located on the Dashboard of an Admin's account.  The number will appear under the Tag column next to the bridge, and in the bridge settings under Bridge Information.  The serial number can also be found on a sticker attached to the bridge.  
(ex.  EEN-BR###-#####).  
      5.   Master/Sub Account ID  (optional)
      6.  Description of Issue.
      7.  Pictures or videos of the issue.  (optional)
Please provide us with the most information as possible so we can solve your issue quickly.

Submitting a Ticket via The Support Portal

      1.  Visit and either Sign In or Sign Up.

      2.   Click on Tickets
      3.  Click Add Ticket.  

      4.  Fill out the form and submit.  

Be sure to fill out every field in order to help us solve your issue quickly. 

There is also an option to attach files.  Pictures and videos are very helpful in determining exactly what is going on.  

Submitting a Ticket via Email

      A ticket can be submitting via email by emailing directly.  Please be sure to include all the information listed in the first section so your support request can be processed quickly.  

If any information is missing we will not be able to assist properly. 

For support please email: 

or give us a call at: 512-473-0501

Eagle Eye Knowledge Base

US: +1-512-473-0501 

EU: 31 (0) 20 26 10 460

ASIA PACIFIC: +81-(3)-6869-5477

#1 In Cloud Media Video Surveillance Worldwide

Copyright Eagle Eye Networks. All rights reserved.

    • Related Articles

    • Support PIN

      Support Pin Support PIN Overview The Support PIN is a secure user authentication method implemented to help our support team remotely authenticate users. The Support PIN expedites the process of requesting and receiving support from our Technical ...
    • Requesting Device Support

      Unsupported Devices While Eagle Eye currently supports 3,000+ cameras and a number of other devices, we are constantly developing support for newer models due to the sheer number of cameras on the market. Non-supported cameras and devices may show up ...
    • Eagle Eye Quickstart Guide

      Eagle Eye Quickstart Guide Welcome to Eagle Eye Networks, the highest rated cloud based video recording service worldwide. Here are a few tips to get you started! Creating A Layout A layout is a specified group of cameras that are viewed concurrently ...
    • EE AN026 Support PIN

      Eagle Eye Application Note – AN026 Utilizing The Support PIN for Contacting Technical Support Support PIN Overview Click the banner to view the full Application Note. Support PIN is a secure user authentication method implemented to assist the ...
    • Eagle Eye User Permissions

      Eagle Eye User Permissions This article explains the permission settings available for users of the Eagle Eye Cloud VMS. All features mentioned in this article may not be visible to all users and are based upon the agreement with the Eagle Eye ...