Eagle Eye Admin Can't Add Cameras or Change Retention? Check With Your Reseller
You are the administrator on your Eagle Eye account. But the option to add a camera isn't there, or you can't change how long footage is kept. That may not be a fault. Eagle Eye says an administrator may be unable to make some changes, depending on the account settings.
Eagle Eye's support page says an administrator has every permission, but may be unable to make changes that affect billing, depending on the account settings. It names three: adding bridges and cameras, changing camera resolution, and changing retention, which is how long footage is stored in the cloud. For those changes, Eagle Eye says to contact your Eagle Eye reseller. That's the company you bought Eagle Eye service through. If you don't know who that is, start with your invoices and your service agreement.
If you inherited this account, two of our guides help you get your bearings: what to gather before switching security providers and what to do in the first two weeks after your installer goes out of business. For the retention question itself, see how long to keep security camera footage.
Why the options are missing
Eagle Eye sells through resellers. Its page says the features you see "may not be visible to all users" and "are based upon the agreement with the Eagle Eye Reseller." It adds that resolution and retention settings can be adjusted only if the Eagle Eye provider allows it.
So two things decide what you see:
- Your permissions: Eagle Eye says an Administrator has all permissions turned on. Other users get permissions one at a time, such as "Admin of Bridges and Cameras," which lets a user create, edit and view bridges and cameras.
- Your reseller's settings: Eagle Eye says any action that affects billing may be disabled by the reseller. In that case, you contact the reseller to update permissions.
You can have the first and still be blocked by the second.
What to do first
- Confirm what your own user is allowed to do. Eagle Eye says Administrator means all permissions are on. If you were told you're an admin but you're missing basic options, ask whoever set up your login what role you hold.
- Find your reseller. Check invoices, your service agreement and any emails about the account for the company that sold you Eagle Eye.
- Write down the change you want. Name the camera or location, the resolution you want, and how long you want footage kept.
- Send that list to the reseller and ask them to make the change or update your permissions.
What you can usually change yourself
Depending on your permissions, Eagle Eye says users can change a camera's name, time zone, tags and notes, motion sensitivity and motion areas, and your layouts. Eagle Eye also says turning on certain analytics affects billing, so some analytics options may not be available either. For those, Eagle Eye says to ask your reseller.
What not to do while you're stuck
- Don't change a camera's login in the Eagle Eye dashboard. Eagle Eye warns that changing the credentials of an online camera in the dashboard, without changing them in the camera itself, makes the camera go offline.
- Don't turn a camera off to see what happens. Eagle Eye says a camera that is turned off isn't powered down, but it won't record.
- Don't delete anything from the Archive.
- Don't open, unplug or move any bridge, recorder or switch. Those are for a technician.
If your reseller is gone or you can't find them
This is common after an installer closes or stops answering. Here is what we can and can't tell you:
- The Eagle Eye page we read does not say how an account moves to a new reseller.
- It lists Eagle Eye support at support@een.com and 512-473-0501. It doesn't say what support can do for an end customer, so ask rather than assume.
- If a particular moment of video matters to you right now, don't wait for a settings change. Our guide to exporting and sharing an Eagle Eye clip shows how to save a copy.
For the rest of the cleanup, see your old security vendor may still have access and what to do when you have no admin login.
If you'd rather not sort this out alone
If your reseller is gone, or you can't tell who it is, call PAX at (855) 440-5353 or email info@paxsecurity.com. You can also reach us through https://paxsecurity.com/contact-us. Our System Takeover page explains how we assess what's there and plan the transition to minimize disruption.
Sources
- Eagle Eye Networks Support, Eagle Eye User Permissions (Version 2.0, 2024-05-22): https://support.een.com/portal/en/kb/articles/eagle-eye-user-permissions
- Accessed 2026-11-03. Vendor pages change, so check the current page before you follow a step.
Frequently Asked Questions
Is my Eagle Eye account broken?
Not necessarily. Eagle Eye's page says an administrator may be unable to make these changes, depending on the account settings. If other things are missing or not working, call us.
Can I raise retention myself?
Only if your Eagle Eye provider allows it. Eagle Eye says resolution and retention settings can be adjusted only if allowed.
Does it matter that I'm an administrator?
Yes, for most settings. But Eagle Eye says an administrator may still be unable to make changes that affect billing.
Can PAX change these settings?
Eagle Eye's page doesn't say, and it depends on your account. Call us and we will talk through your options.
Not sure what your property needs?
PAX Security designs and installs security cameras, access control, intercom, and cabling systems for commercial and multifamily properties across New York City. Tell us about your building and we will give you a straight answer.