Question 1

Can I start a new subscription after my previous one was cancelled for being inactive for over 60 days?

Accepted Answer

As per policy, re-subscription is not available after cancellation.

Question 2

How can I reactivate my subscription after it has been cancelled due to inactivity for more than 60 days?

Accepted Answer

Unfortunately, once cancelled due to non-renewal, the Secure+ Camera subscription cannot be reactivated.

Question 3

Will my camera stop working completely post cancellation of Secure+ subscription services?

Accepted Answer

You can continue using your camera hardware with live feed, 3-hour inbuilt history, intelligent alerts, activity zones, motion alerts, and Google Nest Mini without any disruption. Subscription specific features like Familiar Face alert and 30 days event video history will not be available&nbsp;

Question 4

How can I avoid cancellation of my subscription?

Accepted Answer

You can keep sufficient balance in your Tata Play wallet for reactivating your Secure+ subscription within 60 days after it becomes inactive.

Question 5

Will my subscription gets cancelled if its not renewed?

Accepted Answer

Yes. Your Secure+ Camera subscription service will get automatically cancelled if it is not renewed within 60 days after it becomes inactive

Question 6

When I purchase an additional camera in the existing subscription during the complimentary offer tenure, will the free complimentary subscription gets revised as per the latest purchase date?

Accepted Answer

No, the complimentary subscription period will not be revised as per latest purchase date. Complimentary subscription for all the cameras under the subscription will be applicable provided there are days left in the complimentary offer tenure as per the initial purchase date of the existing subscription.

Question 7

Will I get the complimentary free subscription offer with every new purchase of camera?

Accepted Answer

You will get the complimentary free subscription offer with every new Tata Play Secure+ subscription and on purchase of additional cameras under existing subscription. The complimentary tenure will be applicable for the newly added cameras provided there are days left in the complimentary offer tenure as per the initial purchase date of the existing subscription.

Question 8

Will a new Tata Play Secure+ subscription be created for every additional camera purchase for the same address?

Accepted Answer

If you purchase multiple cameras at the time of purchase of new Tata Play Secure+ subscription, it will be considered as multiple cameras under single Tata Play Secure subscription upto the maximum of 12 cameras and subscription charges will vary as per the camera count. If you purchase multiple cameras at different times, each purchase will be treated as distinct. The subscription charges will vary depending on the cameras purchased with every new Secure+ subscription.

Question 9

Can I get a replacement of G-Mini device?

Accepted Answer

No. G-Mini is offered with new camera purchase as a special offer. It will not be available for sale/ replacement.

Question 10

Can I get a replacement of Anti-Theft loop?

Accepted Answer

No. Anti-Theft loop is provided only with a new camera purchase. It will not be available for sale/ replacement.

Question 11

How can I downgrade to Nest Aware subscription (Basic Plan) from Nest Aware Plus subscription (Premium plan)?

Accepted Answer

To downgrade to Nest Aware subscription (Basic plan), please call our customer care number 1800 208 6633/ 1860 120 6633 /1860 500 6633 for assistance.

Question 12

How can I upgrade to Nest Aware Plus plan (Premium plan) from Nest Aware subscription (Basic)plan?

Accepted Answer

To upgrade your plan, please call our customer care number 1800 208 6633/ 1860 120 6633 /1860 500 6633 for assistance.

Question 13

Can I get Tata Play Secure+ Subscription if my DTH account is de-active or temporarily suspended?

Accepted Answer

No. Tata Play Secure+ Subscription is available only for our active DTH subscribers. De-active Account – Please recharge your de-active account to subscribe to Tata Play Secure+. Temporarily Suspended – Please resume your DTH account to be able to subscribe to Tata Play Secure+.

Question 14

What will happen if I stop paying the subscription charge for the service?

Accepted Answer

If your account gets deactivated due to non-payment of dues, Tata Play Secure+ Service will stop immediately. You won't be able to receive intelligent alerts like Familiar Face alert, Customer Care Service and you will also lose your video history.

Question 15

If I cancel my subscription, will the subscription charges be refunded?

Accepted Answer

No. Subscription charges are non-refundable.

Note: Post cancellation of subscriptions, it will not be possible to reactivate the subscription to the same cameras. If subscriptions are needed, then it has to be purchased along with new devices with applicable charges. Tnc apply*

Question 16

Can I have partial cancellation of my subscription?

Accepted Answer

No. Partial cancellation of subscription is not possible.

Note: Post cancellation of subscriptions, it will not be possible to reactivate the subscription to the same cameras. If subscriptions are needed, then it has to be purchased along with new devices with applicable charges. Tnc apply*

Question 17

Can I return one of the devices under my subscription?

Accepted Answer

No, cameras cannot be returned once purchased.

Question 18

Can I cancel my Tata Play Secure+ Service Subscription and get a refund?

Accepted Answer

Yes, you can cancel the Tata Play Secure+ Service Subscription at any point of time. However, there is no refund eligibility.

Please call our customer care number for raising a cancellation request post your subscription due date.

On cancellation of the subscription, Intelligent Alerts, Familiar Face Alerts, extended Event Video History and customer care service support from Tata Play will also stop.

Note: Post cancellation of subscriptions, it will not be possible to reactivate the subscription to the same cameras. If subscriptions are needed, then it has to be purchased along with new devices with applicable charges. Tnc apply*

Question 19

How many devices are covered in one Tata Play Secure+ Service Subscription?

Accepted Answer

You can purchase a maximum of12 devices with one Tata Play Secure+ Service Subscription. However, if camera installation is required in multiple locations, you will need multiple Tata Play Secure+ Service Subscriptions. Your one-time device cost will vary depending on the number of Cameras and your monthly subscription charge will vary in multiples of 4X devices. For example:

Device cost
Hardware cost per camera is Rs.9700/-

Monthly Subscription Charge

No. of Cameras	Nest Aware Monthly Subscription	Nest Aware Plus Monthly subscription*
1-4	Rs. 299	Rs. 499
5-8	Rs. 599	Rs. 999
9-12	Rs. 899	Rs.1499

*You can upgrade to Nest Aware Plus subscription plan any time after your first purchase is complete. To upgrade the subscription plan, please call our customer care number for assistance.

Question 20

How do I renew my Tata Play Secure+ Subscription?

Accepted Answer

Your subscription will be auto-renewed every billing cycle. The amount to be paid monthly will get auto-debited from your Tata Play account. Here’s where you can quickly recharge.

Question 21

What are the various subscription options available?

Accepted Answer

Currently, the Nest Aware subscription is available on a monthly basis, i.e., 30 days from the day of activation. We have two plans: Nest Aware Subscription – You’ll get Familiar Face Alerts and 30 days of Event Video history. Nest Aware Plus Subscription – You’ll get Familiar Face Alerts, 60 days of Event Video history, plus 10 days of continuous video history.

Subscription

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