Log in issues
Log in issues
If you are having trouble logging into your Sky Protect app or experiencing a 401 or 404 error code, here’s a few things you can do:
Make sure you’re logging in with your Sky ID found in your welcome emails.
Make sure you have inputted your email and password correctly
If you’re still having issues, take a look at our Sky ID help guides.
Notifications
Notifications
Making sure you get the right notifications
Check your phone settings
Make sure your notifications are on by checking your phone settings. Look for Sky Protect and allow notifications by tapping the toggle to on.
For iOS devices, you can also change the type of alerts you’d like under the ‘Alerts’ section.
Frequency of notifications
If you feel you are getting too many or too few notifications from your Indoor Camera, you can change the frequency by updating the sensitivity of your device.
You can do this by selecting Home, Indoor Camera and then Device settings. Under ‘Video recording settings, you can change the Motion and Sound detection sensitivity scale to suit you.
Arming and notifications
If you’re getting notifications that you don’t need, you may want to change your arming settings.
You can control when your Indoor Camera, Motion or Contact sensor are armed and send you notifications in the Sky Protect App.
Check out the three different types of arming below:
Manually arm - Slide the ‘on/off’ toggle on the Sky Protect home screen.
Arm at set times - Your devices will come on at certain times on the days you choose. Handy last thing at night, for example.
Automatically arm - Turns on your devices when you head out and off when you’re in, so you’ll only receive notifications when you’re out of the Auto-arming radius. Add others in the ‘people’ section, so your devices know when they’re home alone.
Auto-arming troubleshooting
Auto-arming troubleshooting
Firstly, set up on your app
In the Sky Protect app, go to the 'settings' tab at the bottom of the page. Here, select 'Auto-arming' and ensure the ‘enable auto-arming' is switched on.
On the same page, find and select the option for ‘adjust pin location and radius’. The pin radius is the area around your home where, when leaving, auto-arming will automatically arm your home. Enter your address, adjust the pin radius, and save the settings.
Troubleshooting tips
Avoid using low power mode, as it may hinder the app's ability to identify your location and impact auto-arming.
If you update your operating system or reinstall the Sky Protect app, it’s likely you’ll need to update the privacy settings again.
If multiple devices or users are using the same account, auto-arming may not work reliably. Make sure to log in with only one device if you have multiple phones, iPads, or tablets. Set up additional users on their respective smartphone and ensure all auto-arming settings are set up on each smartphone.
For iOS (iPhone Operating System) users:
Within your iPhone settings, allow the Sky Protect app permission to access your location by setting it to ‘always’.
Ensure that the ‘local network’ option is enabled.
Select Settings, General and Background App Refresh and switch it ‘on’.
For Android users:
Access the settings for the Sky Protect app on your Android device, which can either be done by holding down the Sky Protect icon on your home screen or navigating to the main settings app and finding the Sky Protect app in your list of downloaded apps.
Under location settings, make sure to set it to ‘always allow’ or ‘allow all of the time’. Enable ‘background app data’ and ensure that battery optimization is turned off to facilitate uninterrupted app performance.
Keep the app running in the background to maintain accurate location tracking. If the app is forced closed or completely closed, it won’t track the location accurately.
Battery Optimisation for Auto-Arming
Battery optimisation settings for Android
The ‘Auto arming’ feature in the Sky Protect app is managed through your smartphone’s GPS system, to recognise when you’re home.
If you’re using an Android smartphone you may need to turn your battery optimisation off, to allow the Sky Protect app to continue to run in the background, even when not in use. It’s not essential to turn battery optimisation off, but it may allow for better accuracy while using the Auto-arming feature. Heres how:
Samsung devices
Samsung devices
Go to your ‘settings’ app
Select ‘apps’
Choose the three-dot menu in the top right corner
Select ‘special access’
Choose ‘optimise battery usage’
On the ‘optimise battery’ screen, if the Sky Protect app is not listed as ‘apps not optimised’, select ‘apps not optimised’ and select ‘all apps’. Search for ‘Sky Protect’ and disable battery optimisation.
Google devices
Google devices
Go to your ‘settings’ app
Select ‘apps and notifications’
Choose ‘advanced’
Select ‘special app access’
Choose ‘battery optimisation’
On the ‘battery optimisation’ screen, if the Sky Protect app is not listed as ‘not optimised’, select ‘all apps.’ Search for, then select, the Sky Protect app. You can now choose ‘don’t optimise.’
Sony devices
Sony devices
Go to your ‘settings’ app
Select ‘battery’
Choose the three-dot menu in the top right corner
Select ‘battery optimisation’
Choose ‘apps’
Select the Sky Protect app
Disable ‘battery optimisation’ for the Sky Protect app
LG devices
LG devices
Go to your ‘settings’ app
Choose ‘battery and power saving’
Select ‘battery usage’
Choose ‘ignore optimisations’
Select the Sky Protect app
Choose ‘on’ to ignore optimisation for the Sky Protect app
One plus devices
One plus devices
Go to your ‘settings’ app
Choose ‘battery’ Select ‘battery optimisation’
Switch to the ‘all apps’ section in the top menu
Select the Sky Protect app
Choose ‘don't optimise’ for the Sky Protect app
Motorola devices
Motorola devices
Go to your ‘settings’ app
Select ‘battery’
Choose the menu in the top right corner
Select ‘battery optimisation’
Choose ‘not optimised’
Select ‘all apps’
Choose the Sky Protect app
Select ‘don't optimise’ for the Sky Protect app
Go back to your ‘settings’ app
Choose ‘battery’
Turn ‘battery saver mode’ off
When a Motorola smartphone reaches a low battery level (15% by default, although you can customise this), the battery saver mode automatically starts. This ignores the battery optimisation setting you've chosen previously, so turning battery saver mode off is advised.
Something not working as expected?
If you’re still experiencing issues with your app, please get in touch with our technical support team in-app by clicking the link here.