Frequently Asked Questions

General Information

Do you offer cloud storage?

Yes, our application is cloud-based. We offer a combination or local and cloud storage depending on your needs and take care of the maintenance and data security for you.

What kind of hardware do I need?

Solink works with any of your existing IP or analog cameras, Point-of-Sale terminals, and other in-store data systems. With your Solink subscription, you’ll receive our small recording device for free.

What's included in the monthly subscription fee?

The monthly subscription fee per location includes the recording hardware, upgrades, and licensing. Software updates are continuously released and we maintain the hardware for the life of your subscription.

Can I use Solink if I have just 1 location / 10 locations / 100+ locations?

Our application is made specifically for multiunit businesses with small footprint locations. Whether you’re a franchise owner with a few stores or an enterprise will hundreds of locations, we have a plan that works for you. Contact us to receive a custom quote.

Existing Customers

What is the fastest way to get support?

Live Chat is usually the fastest way to get support. It’s accessible right in the web and mobile app. Be ready with your store number and owners name. If you can’t access the app- call us at 1 (844) 635-7305.

How do I log in to my account?

Go to and enter your username (email) and password. Don’t have one yet? Ask the account owner to create one for you under “Settings”. If you have any issues logging in, please contact us via

Why is there no video on my live monitor?

Check to make sure the lights are on at the front of the QNAP device. If they are not on, press the QNAP’s power button to reset it. If that doesn’t work, get in touch with us at 1 (844) 635-7305.

Devices Offline

What do I do when the recording device (QNAP) is offline?

The QNAP device in the store is offline. This means Solink is not receiving or recording video/transaction data at this time.

The device could be offline for a number of reasons. The most common are:

  • A power outage
  • The device was unplugged
  • The internet in the store is down

If you are experiencing one of those three issues, verify whether the QNAP restores connectivity after those issues are resolved. If the QNAP does not restore connectivity, or you’re not sure, please contact us.

During the hours of 08:00 to 24:00 EST, the Solink team will make repeated attempts to contact your store and help get the device back online.

To ensure your device is recording simply turn ON the device by pressing the power button on the front of the box. Make sure the device is plugged into power and the cables are all firmly seated in the back of the box. Following these steps should result in the QNAP coming back online.

For more information or assistance feel free to contact us through CHAT, EMAIL or PHONE (844-635-7305).

My camera is offline, how do I fix this?

Simply restart (using the power button or unplug from power) the camera switch after you make sure that it is plugged into power. Also, check that all cables are firmly in place on the back of the device.

If neither of those steps works, contact us and we will have a technician troubleshoot remotely, or if necessary, we’ll send a technician to your store.

For more information or if you have any questions, please feel free to contact us through CHAT, EMAIL or CALL US at +1-844-635-7305.

Don’t see the answer you’re looking for? We’re here to help.

Tel: 1 (844) 635-7305


Live Chat: available in the Solink app