Hik-Connect — Customer App Setup

Purpose

Hik-Connect is the customer-facing app — remote live view, push notifications, and playback from their phone. The engineer does not set up Hik-Connect directly on the customer's phone. The engineer uses HikProConnect to create the site and add the device, then invites the customer as the site owner using their Hik-Connect account email. The customer accepts the invite and the system appears in their app automatically.

What Hik-Connect Does

• Live view — see any camera from anywhere in the world
• Push notifications — motion and smart detection events send alerts with a thumbnail image
• Playback — review recorded footage remotely
• Two-way audio — speak and listen on cameras with built-in audio
• Multi-user access — share access with family members

Hik-Connect connects via the Hikvision cloud — no port forwarding on the router is needed.

The Correct Handover Workflow

Before the handover visit

The customer must already have a Hik-Connect account. Advise them when booking or on arrival:

1. Download Hik-Connect (App Store or Google Play)
2. Tap Register — use their email address
3. Verify the email and set a password

If they already have Hik-Connect from a previous system, they use their existing account.

Invite the customer as site owner (in HikProConnect)

1. Open HikProConnect on the engineer's phone
2. Navigate to the customer's site
3. Tap Site Settings → Site Owner → Invite Site Owner
4. Enter the customer's Hik-Connect registered email address (or mobile number)
5. Confirm — an invitation is sent to their Hik-Connect account

Customer accepts the invitation

1. The customer opens Hik-Connect
2. A site invitation notification appears
3. They tap Accept
4. The site and all cameras appear in their Hik-Connect app immediately

Wilsons retains engineer-level access to the site via HikProConnect.

Confirming It Works

After the customer accepts:

• Device/site appears in Hik-Connect
• Live view loads on each camera
• Image quality is acceptable over both Wi-Fi and 4G
• Walk through a detection zone — push notification arrives on the customer's phone

Push Notifications — DVR Settings

For push notifications to work, Hik-Connect must be enabled as a notification target on the DVR:

Main Menu → Configuration → Event → Notification

Tick Hik-Connect for each event type on each channel (Motion Detection, Line Crossing, Intrusion Detection). Apply per channel.

On the customer's phone, they must allow notifications from Hik-Connect:

• iPhone: Settings → Hik-Connect → Notifications → Allow
• Android: Settings → Apps → Hik-Connect → Notifications → Enable

Multiple Users

If a second person needs access:

1. The primary account holder taps the device in Hik-Connect → Share
2. Enter the other person's Hik-Connect email or mobile number
3. Select which channels they can access
4. They accept the share notification in their Hik-Connect app

Handover — What to Show the Customer

1. Live view — open each camera, confirm they can see their property
2. Playback — open a recent recording, show them how to scrub back
3. Push notification test — walk through a detection zone, confirm the alert arrives on their phone
4. Notification settings — show them where to mute or schedule notification times
5. Sharing — walk through the sharing process if a partner also needs access
6. Reassure them — if they delete the app, they keep their account and can reinstall and log back in

Common Issues

Related Documents

• HikProConnect — Engineer App
• Initial DVR/NVR Setup
• Smart Detection — Motion 2.0 Setup