Hello, I’m Nathan, and I’ll be assisting you today. My livelihood depends on your positive feedback, so your satisfaction is my highest priority.
Sorry to hear you’re having trouble.
If you are using a standard always on infrared (night vision) type camera, then what they are using is most likely just a mylar blanket type of reflector to wrap themselves in, it would reflect most of the light and block them from being seen (example: http://amzn.to/2a6ruOh ).
If you had system with a flash, there are some garments that can confuse the auto exposure on a still camera, but that doesn't sound like what you are experiencing.
There are also masks or glasses that some thieves will wear that have a strong infrared light source built into them, which washes out the image that the camera sees.
Your best way around any of these things would be to put in motion lights or flood lights that will do a good job of lighting up the area so that the cameras can switch over to color/daytime mode and better pick up the people .
You can upload the files here using the paperclip/attach button
I’ve attempted to accept your call request, but it appears to have failed on your end due to a payment issue. You may need to increase your deposit or clear a security hold on your account. I’ll resend a new phone offer from my end that may be more readily processed. If you prefer to continue here in chat, that is fine too, just let me know. Just let me know either way.
I don't know exactly what the issue was, if you used paypal then you likely need to increase your deposit for the added cost of the call.
We can't email directly, you need to respond on the site as you have been in the chat here, and click on the paperclip/attachment icon to upload the images.
I'm just the tech, I can't access any billing or account info,
the first part was for our chat, the call is a separate fee that you would authorize, you can contact customer service from the help page if needed.
Thanks, ***** ***** 3 photos, but don't really have any context for them, I don't see any people.
No problem, Kathleen, I'll be happy to help out at your convenience.
Do you need more help with this?