{"id":2063,"date":"2025-06-17T09:17:41","date_gmt":"2025-06-17T09:17:41","guid":{"rendered":"https:\/\/mobeye.com\/support-portal"},"modified":"2026-04-02T21:27:37","modified_gmt":"2026-04-02T21:27:37","slug":"support-portal","status":"publish","type":"page","link":"https:\/\/mobeye.com\/en\/support-portal","title":{"rendered":"Support Portal"},"content":{"rendered":"\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n<h2 class=\"wp-block-heading has-text-align-center\">Support for the Mobeye Portal<\/h2>\n\n\n\n<p class=\"has-text-align-center wp-block-paragraph\">You can find general information about the Mobeye Portal on the <a href=\"https:\/\/mobeye.com\/en\/mobeye-portal\">info page <\/a>and the product pages. On this page, you will find additional information, tips, and help with problems. <\/p>\n\n\n\n<h3 class=\"wp-block-heading has-text-align-center\"><strong>FAQ<\/strong><\/h3>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-c7ebd8d6 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-c7ebd8d6 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h4 class=\"wp-block-heading\">Where to find more portal information?<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/mobeye.com\/en\/mobeye-portal\">Information and intro-video<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/mymobeye.com\/Pages\/Support.aspx\">Registration and user manual<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/mymobeye.com\/Pages\/Videos.aspx\">Instruction videos<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.mobeye.com\/en\/sim-portal\" target=\"_blank\" rel=\"noreferrer noopener\"><\/a><a href=\"https:\/\/mobeye.com\/en\/sim-portal\">Price information SIM cards<\/a><\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h4 class=\"wp-block-heading\">Where to find more information about the app?<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/mobeye.com\/en\/mobeye-sales\" data-type=\"page\" data-id=\"530\"><\/a><a href=\"https:\/\/mobeye.com\/en\/support-app\">App support<\/a><\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n<h3 class=\"wp-block-heading has-text-align-center\"><strong>How to<\/strong><\/h3>\n\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\"><div class=\"lightweight-accordion wp-block-lightweight-accordion-lightweight-accordion\"><details><summary class=\"lightweight-accordion-title\"><span>How to sign up<\/span><\/summary><div class=\"lightweight-accordion-body\">\n\n<p class=\"wp-block-paragraph\">To register a user, go to the Mobeye Portal (mymobeye.com). Once you have entered your details, you will receive a confirmation email. If you do not receive this, please check your spam folder or contact us.<br\/>You can then log in to the portal. Activate the SIM card and assign a name and location to the device. If the SIM card has not already been paid for in advance, a payment screen will appear. Next, insert the batteries into the device and\/or connect the power supply.<br\/>If the status and settings screen does not display a complete list and there is also a red cross next to the communication status, please reinsert the batteries (and, if applicable, reconnect the external power supply). The device should start up with red\/green LEDs and then begin to flash rapidly.      <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">An older device? Bring a CM2 device first into \u201cprogramming mode\u201d by applying power (wait for green on\/off once per second) and then press the \u201cActivate device\u201d icon. For a device with a keypad, you can reach the programming mode via CODE menu 21 OK.  <\/p>\n\n<\/div><\/details><\/div>\n\n<div class=\"lightweight-accordion wp-block-lightweight-accordion-lightweight-accordion\"><details><summary class=\"lightweight-accordion-title\"><span>I lost my user name or password<\/span><\/summary><div class=\"lightweight-accordion-body\">\n\n<p class=\"wp-block-paragraph\">If you do not remember the user name to log in on the mymobeye.com portal, <a href=\"https:\/\/mobeye.com\/en\/contact-us\">consult us<\/a>. You request a new password via the login screen of mymobeye.com. You need your user name and the email address that is specified in the user data. A new password will then be sent to your email address. If you do not receive it, check your spam folder. If you do not remember the data    <\/p>\n\n<\/div><\/details><\/div>\n\n<div class=\"lightweight-accordion wp-block-lightweight-accordion-lightweight-accordion\"><details><summary class=\"lightweight-accordion-title\"><span>Can I use my own SIM card?<\/span><\/summary><div class=\"lightweight-accordion-body\">\n\n<p class=\"wp-block-paragraph\">The Mobeye Portal can be used in conjunction with the Mobeye SIM card. This offers many advantages: <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The device operates via 4G with 2G as a fallback.<\/li>\n\n\n\n<li>Mobeye can offer the best service with this SIM, thanks to insight into the entire chain, including provider details.The SIM card is a M2M-sim<\/li>\n\n\n\n<li>The SIM card is multi-provider<\/li>\n\n\n\n<li>The technical (APN) settings and contract details are tailored to the device and use<\/li>\n\n\n\n<li>You have insight into the (rough) location of the device<\/li>\n\n\n\n<li>You have a low rate for combining the use of the portal and the SIM<\/li>\n\n\n\n<li>Mobeye can offer the best service with this SIM, thanks to insight into the entire chain, including provider details<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Only in exceptional cases and on request is it possible to work with your own SIM cards.<\/p>\n\n<\/div><\/details><\/div>\n\n<div class=\"lightweight-accordion wp-block-lightweight-accordion-lightweight-accordion\"><details><summary class=\"lightweight-accordion-title\"><span>Why am I not receiving a test report?<\/span><\/summary><div class=\"lightweight-accordion-body\">\n\n<p class=\"wp-block-paragraph\">The Mobeye Portal has a \u2018keep-alive manager\u2019. The device sends test messages (\u2018keep-alive\u2019) to the portal at the set test interval. The portal expects these messages and places them in the \u2018History\u2019 section. Only if the test message is NOT received on time does the portal send a notification to the \u2018service\u2019 contacts.:   <\/p>\n\n<\/div><\/details><\/div>\n\n<div class=\"lightweight-accordion wp-block-lightweight-accordion-lightweight-accordion\"><details><summary class=\"lightweight-accordion-title\"><span>Connecting multiple sensors to an input<\/span><\/summary><div class=\"lightweight-accordion-body\">\n\n<p class=\"wp-block-paragraph\">Multiple sensors can be connected to one NO\/NC alarm input. Place a normally closed input contact in series, a normally open contact in parallel. In this way, an activated sensor will trigger an input alarm. Since there is one text per input, it does not provide specific information about the activated sensor.   <\/p>\n\n<\/div><\/details><\/div>\n\n<div class=\"lightweight-accordion wp-block-lightweight-accordion-lightweight-accordion\"><details><summary class=\"lightweight-accordion-title\"><span>Setting up your own message texts<\/span><\/summary><div class=\"lightweight-accordion-body\">\n\n<p class=\"wp-block-paragraph\">The messages sent by the Mobeye Portal via SMS and email consist of the name, location and message text. The language used is determined by the user\u2019s language settings. In the \u201cmessage texts\u201d section, the messages can be customised for each event. If you wish to use your own text, start the message text with $$ and enter the desired text after that. All other text sections will then be omitted.    <\/p>\n\n<\/div><\/details><\/div>\n\n<div class=\"lightweight-accordion wp-block-lightweight-accordion-lightweight-accordion\"><details><summary class=\"lightweight-accordion-title\"><span>Adjustments if there are too many messages<\/span><\/summary><div class=\"lightweight-accordion-body\">\n\n<p class=\"wp-block-paragraph\">By setting up alarm contacts for SMS and \/ or e-mail, the Mobeye Internet Portal forwards all messages. To suppress forwarding of one or more messages, start the message text with $$\u2013 (dollar dollar dash dash).<br\/>The events are still visible in the \u201cHistory\u201d block.<\/p>\n\n<\/div><\/details><\/div>\n\n<div class=\"lightweight-accordion wp-block-lightweight-accordion-lightweight-accordion\"><details><summary class=\"lightweight-accordion-title\"><span>Suppressing specific messages<\/span><\/summary><div class=\"lightweight-accordion-body\">\n\n<p class=\"wp-block-paragraph\">By setting alarm contacts for SMS and\/or email, the Mobeye Portal forwards all messages. To suppress the forwarding of one or more messages, start the message text with \u2013 \u2013 (dash). <br\/>The events are still visible in the \u201cHistory\u201d section. This is also useful during the testing phase,<\/p>\n\n<\/div><\/details><\/div>\n\n<div class=\"lightweight-accordion wp-block-lightweight-accordion-lightweight-accordion\"><details><summary class=\"lightweight-accordion-title\"><span>How to renew a subscription<\/span><\/summary><div class=\"lightweight-accordion-body\">\n\n<p class=\"wp-block-paragraph\">A few weeks before the end of a subscription period, you will receive an email requesting an extension. You do this as follows: <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Log in to the Mobeye Portal<\/li>\n\n\n\n<li>Go to the ACCOUNT tab<\/li>\n\n\n\n<li>Choose the block \u201cSubscriptions\u201d<\/li>\n\n\n\n<li>Choose \u201cRenew subscription\u201d<\/li>\n\n\n\n<li>Select the relevant line. This shifts to the shopping cart. <\/li>\n\n\n\n<li>If you have multiple devices, you can align the end dates for future renewals.<\/li>\n\n\n\n<li>Read the conditions and confirm them; then go to the payment screen.<\/li>\n<\/ul>\n\n<\/div><\/details><\/div>\n\n<div class=\"lightweight-accordion wp-block-lightweight-accordion-lightweight-accordion\"><details><summary class=\"lightweight-accordion-title\"><span>How to cancel a subscription<\/span><\/summary><div class=\"lightweight-accordion-body\">\n\n<p class=\"wp-block-paragraph\">A few weeks before the end of a subscription period, you will receive an email with a request to renew or cancel the subscription before the end of the period. To cancel: <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Log in to the Mobeye Portal<\/li>\n\n\n\n<li>Go to the ACCOUNT tab<\/li>\n\n\n\n<li>Choose the block \u201cSubscriptions\u201d<\/li>\n\n\n\n<li>Choose \u201cEnd subscription\u201d and enter a reason<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">You will not be faced with unexpected facts; Mobeye has no small print that you should have done this much earlier.<\/p>\n\n<\/div><\/details><\/div>\n\n<div class=\"lightweight-accordion wp-block-lightweight-accordion-lightweight-accordion\"><details><summary class=\"lightweight-accordion-title\"><span>Pay on account<\/span><\/summary><div class=\"lightweight-accordion-body\">\n\n<p class=\"wp-block-paragraph\">If you manage the account on behalf of an organization or company and wish to pay on account, please <a href=\"https:\/\/mobeye.com\/en\/contact-us\">contact us<\/a>.<\/p>\n\n<\/div><\/details><\/div>\n\n<div class=\"lightweight-accordion wp-block-lightweight-accordion-lightweight-accordion\"><details><summary class=\"lightweight-accordion-title\"><span>How to cancel a subscription<\/span><\/summary><div class=\"lightweight-accordion-body\">\n\n<p class=\"wp-block-paragraph\">A few weeks before the end of a subscription period, you will receive an email with a request to renew or cancel the subscription before the end of the period. To cancel: <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Log in to the Mobeye Portal<\/li>\n\n\n\n<li>Go to the ACCOUNT tab<\/li>\n\n\n\n<li>Choose the block \u201cSubscriptions\u201d<\/li>\n\n\n\n<li>Choose \u201cEnd subscription\u201d and enter a reason<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">You will not be faced with unexpected facts; Mobeye has no small print that you should have done this much earlier.<\/p>\n\n<\/div><\/details><\/div>\n\n<div class=\"lightweight-accordion wp-block-lightweight-accordion-lightweight-accordion\"><details><summary class=\"lightweight-accordion-title\"><span>Download and install the Mobeye Message App<\/span><\/summary><div class=\"lightweight-accordion-body\">\n\n<p class=\"wp-block-paragraph\">Download the Mobeye Message App from the Playstore\/Appstore. The Mobeye app has a green \u201ceye\u201d logo. For information about the latest update, visit <a href=\"https:\/\/www.mobeye.com\/en\/app\">mobeye.com\/en\/app.<\/a> <\/p>\n\n<\/div><\/details><\/div>\n\n<div class=\"lightweight-accordion wp-block-lightweight-accordion-lightweight-accordion\"><details><summary class=\"lightweight-accordion-title\"><span>The app asks for a code<\/span><\/summary><div class=\"lightweight-accordion-body\">\n\n<p class=\"wp-block-paragraph\">When opened for the first time, the Mobeye App asks for a registration code. The contact person will receive this code by text message after it has been created in the mymobeye.com portal and \u201cApp message\u201d has been checked for this contact person as alarm notification. After saving the setting, the code also appears on the screen.  <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If the app later asks for a new code, go to the blue Contacts tab, change the contact and click \u2018send code\u2019. Have the code entered into the app within 24 hours of creation, otherwise it will expire. <\/p>\n\n<\/div><\/details><\/div>\n\n<div class=\"lightweight-accordion wp-block-lightweight-accordion-lightweight-accordion\"><details><summary class=\"lightweight-accordion-title\"><span>Our advice for alarm messages<\/span><\/summary><div class=\"lightweight-accordion-body\">\n\n<p class=\"wp-block-paragraph\">The alarm is reported via push app message, voice call, text message, email or notification to the control room. App messages and emails are unlimited. Calls and text messages are deducted from the credit balance. For optimal use at the lowest costs, we recommend the following settings:   <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Choose the alarm notification \u2018app message\u2019 and \u2018fallback call\u2019 for each contact person. Possibly also email. <\/li>\n\n\n\n<li>Select the service notification \u2019email\u2019 for the administrator(s).<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Service notifications are about communication (if the portal has not received a keep-alive notification from the device), or about low battery power.<\/p>\n\n<\/div><\/details><\/div>\n\n<div class=\"lightweight-accordion wp-block-lightweight-accordion-lightweight-accordion\"><details><summary class=\"lightweight-accordion-title\"><span>App method: escalation plan or group message<\/span><\/summary><div class=\"lightweight-accordion-body\">\n\n<p class=\"wp-block-paragraph\">If multiple contacts receive a push app message, you can choose between \u201cgroup message\u201d or \u201cescalation\u201d. A group message reaches all contacts at the same time. When a contact confirms a message, it is visible to all contacts. An escalation plan follows the order, which can be adjusted using arrows. If a contact acknowledges a message, the next contact will not receive a message. If no one confirms (or in the event of a technical glitch), fallback calls follow.<br\/><br\/>     <\/p>\n\n<\/div><\/details><\/div><\/div>\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Support for the Mobeye Portal You can find general information about the Mobeye Portal on the info page and the product pages. On this page, you will find additional information, tips, and help with problems. FAQ Where to find more portal information? Where to find more information about the app? How to<\/p>\n","protected":false},"author":3,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-2063","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/mobeye.com\/en\/wp-json\/wp\/v2\/pages\/2063","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/mobeye.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/mobeye.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/mobeye.com\/en\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/mobeye.com\/en\/wp-json\/wp\/v2\/comments?post=2063"}],"version-history":[{"count":6,"href":"https:\/\/mobeye.com\/en\/wp-json\/wp\/v2\/pages\/2063\/revisions"}],"predecessor-version":[{"id":3044,"href":"https:\/\/mobeye.com\/en\/wp-json\/wp\/v2\/pages\/2063\/revisions\/3044"}],"wp:attachment":[{"href":"https:\/\/mobeye.com\/en\/wp-json\/wp\/v2\/media?parent=2063"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}