Ring Video Doorbell Setup Guide

Authored by: Support.com Tech Pro Team

1. Variable

Don't forget to mark steps complete as you go through GPs.

Don't forget to ask the guest how they heard about us and document it in the Session Properties.

2. Setup Type

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Is this an initial installation, helping a guest with an installation that they already started or troubleshooting an existing setup?

3. Network Credentials

Does the guest know their Wireless Network name (SSID) and Key?

4. Installed

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Is the lock already physically installed?

5. Remove and callback

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

In order to setup the Ring Video Doorbell we need to be able to access the back of the device to press a button and put it into Setup Mode.

If the guest installed it themself and are familiar with it, they can remove the security screw and unmount it and call us back. If not they will have to have it unmounted and call us back to continue with the setup.

6. Select Device

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

The guest can use their Ring Video Doorbell with any iOS, Android or Windows 10 based device. What kind of device does the guest plan on using it with?

7. Android Setup

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

1. Download the Ring.com app from the Google Play store
2. Launch the app and tab Setup Device
3. Create an Account (If the guest already has a Ring account they can just sign into that one)
4. Select Ring Video Doorbell
5. Give it a Name
6. Confirm their street address and enter an address if needed
7. Press orange button on the back of the doorbell (This should make the LEDs on the front spin white indicating the device is in setup mode).
8. Go back to App and tap continue
9. Tap home button to leave the App
10. Connect to Ring SSID (Just like you would with any other wireless connection except this time you're looking for the SSID that starts with Ring and it won't ask for a password)
11. Go back to Ring App and tap continue then wait
12. Select your Wi-Fi network and enter the password and click Continue
13. Tap Done

8. Installation Options

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Now that we have completed the soft configuration it is time to physically install the Ring Video Doorbell. Installation is rather simple and the Ring site has a video demonstrating the process. Would the guest like to watch the video and install it themselves or would they prefer to contact a professional?

9. Direct to Site

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Please direct the guest to https://ring.com/setup to view the installation guide and remind them that they are always welcomed to call us back if they need assitance.

Don't forget to mark steps complete as you go through GPs.

10. IoT Reminder

Take this opportunity to inform the guest that Target has a large inventory of IoT devices and can be a one-stop shop for the modern connected home!

Don't forget to mark steps complete as you go through GPs.

11. Disposition

Disposition the Session

1. Ask the guest if they would like to participate in a survey for the service they received.

If the guest accepts, warm transfer them to 1-855-302-1599, enter the Session # from this Cloud session and then complete the transfer ensuring the guest hears the rest of the IVR prompts. Do not give the guest the aforementioned phone number. That number is only intended for us to transfer to.

2. Click "Session Info" at the top of the session window and update all of the applicable fields to the best of your ability.

3. Click Done in the left pane

4. Click Close at the top of this session window.

A. Resolved: All calls where a service or path to a resolution was provided.

B. Not Resolved: Dropped calls / Ghost Calls / Guest needs to call back

12. Refer to Installer

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Please remind the guest that they are always welcomed to call us back for support or assistance with the bell after it has been installed.

Don't forget to mark steps complete as you go through GPs.

13. Refer to Ring

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

If the network is functioning correctly it might be an issue with the device or something on Ring's end. Please refer the guest to Ring Support at 1-800-656-1918, they are open 24/7.

Don't forget to mark steps complete as you go through GPs.

14. iOS Setup

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

1. Download the Ring Video Doorbell app from the App Store
2. Launch the App and Create an Account (If the guest already has a Ring account they can just sign into that one)
3. Select Ring Video Doorbell
4. Give it a Name
5. Confirm their street address and enter an address if needed
6. Press orange button on the back of the doorbell (This should make the LEDs on the front spin white indicating the device is in setup mode).
7. Go back to App and tap continue
8. Tap home button to leave the App
9. Connect to Ring SSID (Just like you would with any other wireless connection except this time you're looking for the SSID that starts with Ring and it won't ask for a password)
10. Go back to Ring App and tap continue then wait
11. Select your Wi-Fi network and enter the password and click Continue
12. Tap Done

15. Windows 10 Setup

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

1. Have the guest navigate to ring.com/windows to install the Ring Windows 10 app.
2. Launch the App and Create an Account (If the guest already has a Ring account they can just sign into that one)
3. Select Ring Video Doorbell
4. Give it a Name
5. Confirm their street address and enter an address if needed
6. Press orange button on the back of the doorbell (This should make the LEDs on the front spin white indicating the device is in setup mode).
7. Go back to App and click continue
8. Connect to Ring SSID (Just like you would with any other wireless connection except this time you're looking for the SSID that starts with Ring and it won't ask for a password)
9. Go back to Ring App and click continue then wait
10. Select your Wi-Fi network and enter the password and click Continue
11. Click Done

16. Removal Guide

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

We cannot remotely assist with the removal of the bell. Please direct the guest to https://ring.com/setup so they can view the video guide and ask them to call us back once it has been unmounted.

Don't forget to mark steps complete as you go through GPs.

17. Refer to ISP/Router OEM for Credentials

If the guest does not know their SSID and Key we will need to refer them to either their ISP, Router OEM or 3rd party Network support to obtain the information before we can proceed.

Please kindly inform the guest that we are here to help but without the required information we cannot proceed with the connection. Kindly refer them appropriately to obtain their network credentials and ask them to call us back once they have the information in hand.

Don't forget to mark steps complete as you go through GPs.

18. Collect Info

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

In an effort to avoid walking the guest through repeated steps, ask them what they have done so far and where things went wrong.

Don't forget to mark steps complete as you go through GPs.

19. Network Check

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Is the wireless network functioning correctly?

To test, see if the guest has other devices connected to the wireless network and see if they have connectivity.

20. Power Cycle

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Please have the guest do the following in this order:

1. Power off their router
2. Power off their modem
3. Wait 30 seconds.
4. Power on their modem
5. Wait until all applicable lights are on and then power on their router
6. Wait until all applicable lights are on and then see if it's working

21. Refer to ISP/Router OEM for Network Support

If multiple devices are unable to connect to the wireless network, there is a network issue.

Please refer the guest to their ISP or Router OEM for network assistance.

Don't forget to mark steps complete as you go through GPs.