Support
How to Share Wisenet Mobile Access
User Handover
Summary
Use this page when another staff member, manager or family member needs app access to a Hanwha recorder that is already online.
Applies to
- Hanwha systems using Wisenet Mobile
- Owners handing systems over to staff or managers
- Installers finishing user handover
Difficulty and time
Difficulty: Easy to moderate
Estimated time: 10 to 20 minutes
What you will need
- Owner account access
- Second user email or phone
- Recorder already visible in the owner account
What this guide covers
- Owner account versus shared user
- How to share access properly
- Permission choices that make handover cleaner
- What to do when staff change
One of the messiest support jobs is when a Hanwha recorder was added correctly but then everybody was given the same owner login. That feels quick on day one and becomes awkward later when passwords change, phones change, or staff leave.
The cleaner path is one real owner account, then controlled sharing to the users who genuinely need access.
Before you start
- Confirm the recorder is already online and visible in the real owner account.
- Confirm the second user has their own Wisenet Mobile account where required.
- Know whether the second user needs live view only or playback as well.
- Do not change the owner account just because somebody else needs access.
Do not hand out the owner login as the normal method
The owner account should stay with the person or business responsible for the site.
Shared access is easier to support, easier to recover later, and much easier to clean up when users change.
Step 1: Confirm who actually owns the recorder in the app
Before sharing anything, confirm which account really owns the device. A lot of confusion starts because the installer account or an old manager account became the accidental owner.
- Open the recorder in the current owner account.
- Record the owner email or phone against the job file.
- Confirm the owner account belongs to the correct long-term contact.
- If ownership is already wrong, sort that out before adding more users.
Step 2: Use the supported share path, not a second direct bind
The second user should usually be shared access, not told to add the same recorder as though they are the owner.
- Open the device settings under the owner account.
- Use the supported sharing or invitation workflow.
- Send the invite to the second user's correct account.
- If the second user sees a binding conflict, stop and check ownership rather than forcing the device through again.
Sharing order that usually works best
- Owner account first
- Recorder proven online
- Second user account created
- Share sent from owner account
- Second user tested on mobile data
Step 3: Choose permissions carefully
Not every user needs playback, admin settings or alerts. Give the minimum access that still lets them do their job properly.
- Give live view only to casual users where that is enough.
- Give playback only where review is genuinely required.
- Avoid giving admin-style control to short-term staff.
- Review permissions again when the role changes.
Step 4: Test the second user properly
Do not assume the share worked just because the invitation was accepted.
- Open live view on the second phone.
- Test playback if that permission was granted.
- Turn Wi-Fi off and test on mobile data.
- Make sure the second user did not accidentally log into the wrong account.
Step 5: Clean up old access when users change
This is the part that usually gets forgotten. Good handover is not only about adding users. It is also about removing them later.
- Remove staff who leave.
- Remove playback rights if they are no longer needed.
- Keep one clear record of the owner account.
- Do not leave old managers receiving alerts months after they changed roles.
Two managers need after-hours access
Situation: A premium office wanted the owner and two managers to receive app access, but the owner did not want to share the main login.
Solution used: The recorder stayed on the owner account and both managers were added as shared users with live view and playback only.
Why this was chosen: It preserved ownership while still giving the team the access they needed.
Installation notes: Both shared users were tested on mobile data before the handover was closed.
Common mistakes
- Giving everyone the owner password.
- Trying to bind the same recorder to several users as if each one is the owner.
- Granting playback or broader permissions where live view would have been enough.
- Forgetting to remove shared users when staff change.
Troubleshooting table
| Symptom | What to check | What to do next |
|---|---|---|
| Second user cannot see the recorder | Share not sent, wrong account, invitation not accepted | Confirm the exact account used on the second phone and resend the share if needed. |
| Second user tries to add the recorder directly | Recorder already bound to the owner account | Stop and use the supported sharing path instead. |
| Second user can view live video but not playback | Playback permission not granted | Review the permissions from the owner account. |
| Old staff still receive alerts | Shared users were never removed | Review the shared-user list and clean up access. |
When to contact support
Contact SecurityWholesalers support when the recorder is online and owned by the correct account but the supported share path still fails.
Send the order number, model, and screenshots of the current owner-account and share screens.
Related support guides
- Hanwha Support Guides - Return to the brand support hub.
- How to Add a Hanwha Recorder to Wisenet Mobile - Set the owner account properly before sharing it.
- Hanwha Recorder Offline in Wisenet Mobile - Useful if the real problem is the recorder being offline, not the share path.
Related buying guides
- Hanwha Buying Guide - Brand planning and system-design guidance.
Relevant product categories
- Hanwha NVRs and Recorders - Relevant recorders and replacement hardware.
- CCTV Products - General CCTV categories.
Still stuck?
Need help choosing or setting up a system? Contact SecurityWholesalers support with your order number, product model and a clear description of the issue.
Frequently asked questions
- Can two people use the same Wisenet Mobile login?
They can, but it is usually a poor handover method. Separate user access is cleaner for accountability, support, and password recovery later.
- Why should I share access instead of giving out the owner login?
Because the owner account should stay with the responsible site contact and sharing is much easier to manage later.
- Why can the second user not just add the recorder directly?
Because the recorder is usually already bound to the owner account and should be shared rather than claimed again.
- Should every user get playback rights?
Not always. Many users only need live view.
- What if staff change later?
Remove or update shared users as part of the normal offboarding process.