Important Update to Our Technical Support Services – Effective Dec 7, 2025
At Swann, our mission is to provide advanced, reliable security solutions that empower you to protect what matters most. As part of our ongoing commitment to deliver the highest quality customer support, we are introducing an update to the way we provide technical assistance.
What’s Changing?
Previously, our team was available to answer technical support phone calls 24/7. Moving forward, 24/5 Technical Support will be exclusively available to customers with Secure+ subscription plans.
All other users can continue to receive support during their region’s standard operating hours.
This change allows us to enhance the level of expertise and responsiveness we provide to our Secure+ subscribers, while continuing to deliver knowledgeable assistance to all customers during business hours. It also aligns with industry best practices for a more focused and efficient support experience.
How You Can Receive Help
Secure+ Plan Subscribers
Support is available during business hours. However, if you’re unable to wait, you can opt for a callback from our Priority Support as soon as they become available.
All Other Customers
Our trained support professionals remain available to assist during standard business hours via phone and email:
- Phone Support: Available during regional operating hours (see details below)
- Email Support: Submit inquiries anytime — follow-up will occur during business hours
- Support Center: Self-service guides, FAQs, and troubleshooting materials available anytime
You can still request help via email for:
- Device unpairing
- Account login assistance
- Password resets
- Existing Swann order questions
- Manuals, software navigation & setup guidance
- Video quality and recording troubleshooting
For real-time troubleshooting, please ensure you are physically onsite with your system when calling. This enables our team to provide accurate, step-by-step assistance and resolve your issue more efficiently.
Business Hours by Region
- Australia: 9am–7pm AEDT, Monday to Friday
- USA: 6am–4pm PST, Monday to Friday
-
UK: 8am–6pm GMT, Monday to Friday
Check the contact information per region here
We appreciate your understanding as we adapt our services to better support our customers. If you have questions about these changes or how to get the most from your plan, our team is here to help.
Thank you for choosing Swann.