If you want to add a camera/NVR to your Reolink App/Client when they are on WAN(wide-area network, for example, your phone uses cellular data network while the camera is connected to a router) but find it failed, refer to the possible causes and solutions offered by the article below for troubleshooting.
Applies to: All Reolink cameras and NVRs
Description of the phenomenon: If Reolink App/Client shows an incorrect username or password when you log in to the cameras/NVRs by remote access, here are some possible causes for your reference.
Cause 1: You have entered the wrong username or password
Solution: Make sure you have entered the right username and password.
If you are the default username is admin, input the login password you have created for admin during the initial setup. If you are another type of user created by the admin, please input the username and password accordingly.
Note: Battery-powered cameras only support default user admin, so just confirm the password issue.
Cause 2: You forget the username or password
Solution: Restore or reset the cameras/NVRs. You can refer to How to Reset Reolink Device
Description of the phenomenon: If the Reolink App/Client shows connection failed when you try to log in to the cameras/NVRs by remote access, here are some possible causes for your reference.
Cause 1: The Camera doesn't Connect to the Internet
Solution: Make sure the router that the camera connects to can get the internet.
Cause 2: The Camera fails to connect to the Reolink server
Solution: Reboot the camera and the router for a check.
Cause 3: The PC might have some wrong settings
Solution: Disable VPN, anti-virus software, and firewall on the PC.
Cause 4: The camera can not work
Solution: Make sure you can connect to the camera when your phone/PC uses the same network as the camera.
Cause 5: The router that the PC is connected to has some wrong settings
Solution: If you can access the camera via Reolink App when your phone uses 4G cellular data, please check whether the router that your PC is connected to has opened all UDP ports or not.
Cause 6: The camera can not be remotely accessed
Solution: If you can connect to the camera when your phone/PC uses the same network as the camera, please check whether you can access the camera via Reolink App on your phone using 4G cellular data. If failed, please refer to:
If all the solutions above fail to solve your problem, you can contact our support team for help.
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