Device Password Reset Policy

To Our Valued TRULINK Customer,

This policy explains how TRULINK resets a forgotten or unknown password on a device that is already installed at your premises. It covers cameras, DVRs, NVRs, and related CCTV or network equipment. Phone and WhatsApp enquiries remain available so you can describe the device before a visit is booked.

1. What this policy covers

A device password reset is on-site work so you can log in again to a camera, DVR, NVR, or related device when the old password is unknown, was never handed over, or no longer works.

• Work is done at the address where the device is installed.
• Remote password reset over the internet is not offered.
• Unbind from an old cloud or installer account, and reconfiguration of recording or network settings, may be done on the same visit when quoted.

Hikvision service in Gurgaon is described on the Hikvision CCTV service page. The same rules apply to other brands TRULINK is asked to service on site.

2. Who may request a reset

TRULINK resets a device password only when:

• The person who booked the visit, or a person they named, is present at the site.
• That person can give the technician access to the recorder, cameras, and the room where they are installed.
• The device is at a booked home, shop, or office in Gurgaon, Gurugram, or nearby Delhi NCR.

TRULINK will not reset a password for a device that is not at the booked address, or for a caller who cannot show they have access to the premises.

3. When TRULINK may refuse

The technician may stop and call the office if:

• Site access is refused, or the contact named at booking is not present.
• The device appears to have been brought in from another site for the visit.
• The request looks like an attempt to take control of a system that is not yours.

A refused visit is still a booked visit. The visit charge policy applies.

4. What happens on site

• The technician inspects the installed device and confirms the work with the site contact.
• Where a reset would erase recordings or return the device to factory settings, the technician tells you before continuing.
• After a successful reset, a new password is set and given to you at handover.
• Local login is checked before the technician leaves. Phone viewing is set up only when that is part of the quoted work.

Not every device can be reset. If the model, lock, or condition means a reset is not possible, that is explained on site and no reset labour is charged for work that was not done.

5. Recordings and settings

A password reset does not always keep existing recordings or camera settings. If a factory default is required:

• You are told before that step is taken.
• TRULINK is not responsible for recordings or settings that are lost after you agree to continue.
• Reconfiguration after a default is quoted if you want recording, names, network, or app viewing set up again.

6. Handover of the new password

• The new login is given to the site contact at the end of the visit.
• You are responsible for keeping that password and for who you share it with.
• TRULINK does not keep the new password for later remote access unless you ask for ongoing support on a later booking.

7. Charges

A password reset is a booked on-site visit. The visit charge is set out in the visit charge policy.

• The visit charge covers travel and inspection at that address.
• Password reset labour, unbind, reconfiguration, new cameras, an NVR, HDD, and cabling are quoted separately.
• A second visit, or a visit to a different address, has its own visit charge.

8. Booking

Book by phone, WhatsApp, or the quote form. For a password reset, unbind, or access recovery, also complete the Device Service Authorization Agreement. Please share:

• The site address.
• Whether you need a password reset, an unbind, or a reconfiguration.
• The camera, DVR or NVR model if it is printed on the label.

You do not need the old password. Access to the premises is required.

9. Contact

• Phone: +91 96258 62001
• Email: info@trulink.in
• Address: TRULINK Shop, Gurgaon, Haryana, India

On-site work also follows the visit charge policy and the technician site safety note.