Report a concern.
Help protect every connection.

1. Report a suspected security issue

Email info@stanklin.com with Security report — [model or service] in the subject. Send a brief, non-sensitive summary first and a reply address where our team can reach you. You do not need to prove that an issue has already been exploited to report a reasonable concern.

Use this route for suspected vulnerabilities in Stanklin cameras, recorders, video doorphones, firmware, supplied software or this website. Examples include access without permission, exposed information, unexpected changes to security settings or an update-integrity problem. For a third-party application or service, identify the provider and explain how Stanklin equipment is involved.

For ordinary setup problems, faults or warranty claims, use the Support Centre or Warranty Policy. If you are unsure which route applies, describe the issue and the team can help direct it.

2. What to include in your report

A clear report helps distinguish a security weakness from a configuration or compatibility issue. Include what you know; mark uncertain details rather than guessing.

• Affected product or service: model, hardware revision and firmware/software version, or the relevant website URL. Avoid putting private network addresses or credentials in a public message.
• Issue summary: what happens, what you expected instead and why it may affect security.
• Conditions: whether local network access, physical access, a signed-in account, a particular setting or another prerequisite is needed.
• Safe reproduction: numbered steps using equipment and accounts you own or are authorised to test. Describe the minimum actions needed to demonstrate the issue.
• Potential impact: the information or function that could be affected. Separate observed behaviour from possible consequences.
• Supporting evidence: redacted screenshots, relevant error messages or short log excerpts. Note the date, time and timezone of observations.
• Contact and disclosure context: your reply address, whether you have told another provider and whether details are already public. You may state a preferred name for any possible acknowledgement.

Do not run additional intrusive tests just to complete this checklist. If you cannot safely reproduce the issue, explain the observation and stop there. A product serial number can be supplied privately if requested to identify the hardware.

3. Share sensitive details carefully

Do not send passwords, authentication tokens, private keys, unredacted customer footage, personal identification documents or complete configuration backups in the initial email. Remove faces, addresses and other unrelated personal information from screenshots and logs.

For sensitive evidence, large files or material that could enable unauthorised access, ask the team to agree a suitable transfer method before sending it. The reporting address is an email contact, not a promise of end-to-end encrypted delivery. Confirm any transfer instructions through the existing correspondence if they appear unexpected.

If you discover information belonging to another person, do not download more, alter it or share it publicly. Report the minimum facts needed to identify the exposure. Personal information included in correspondence is handled under our Privacy Policy.

4. What happens after you report

1. Initial review. The team reviews the product, reported behaviour and available evidence to identify the appropriate technical enquiry.
2. Clarification. We may request the exact version, relevant settings or a redacted example. Keep follow-up messages in the same email thread.
3. Assessment. The issue is assessed for reproducibility, affected configurations and potential impact. A report may concern a product defect, a setup issue or a third-party component.
4. Next steps. Where the issue can be confirmed, the team can advise on the applicable mitigation, configuration change or update path. Any recommended firmware must match the exact model and hardware revision.
5. Follow-up. Reply in the same thread if the behaviour continues after the recommended action. Include the new version and results so they can be compared with the original report.

Assessment time varies with the issue and the information available. This page does not promise a fixed response or resolution deadline. If you have not received a reply, follow up in the same thread or call +886 3 380 4790, referring to the date and subject of your report. Do not treat a sent email or automated delivery message as confirmation that the issue has been resolved.

5. Responsible testing and disclosure

Test only systems, accounts and equipment you own or have explicit permission to assess. Use an isolated test environment where possible. Do not disrupt a live security installation, bypass another person’s access controls, persist on a system, extract unrelated data or change recordings to demonstrate an issue.

This reporting page does not authorise testing of customer installations, third-party services or non-public Stanklin systems. It does not establish a bug-bounty payment or blanket legal safe harbour. Agree any additional testing scope with the responsible system owner before proceeding.

Please report privately first and discuss a coordinated disclosure approach that gives affected users a practical opportunity to protect their systems. Avoid publishing credentials, personal data or unnecessary exploit details. An acknowledgement or public credit should be agreed rather than assumed.

6. If you suspect your system is compromised

Protect people and essential operations first. Where safe and within your authority, restrict the affected device’s external access or isolate it from other systems. Consider how this will affect recording, alarms and access control before disconnecting equipment.

Record the time, observed behaviour, model and version. Preserve relevant logs and recordings securely. Do not immediately factory-reset or overwrite evidence unless that is necessary to contain harm or you have received appropriate advice.

From a trusted device, review authorised accounts and change compromised credentials. Secure the associated email and remote-access accounts, and remove access that is no longer needed. Do not install an unknown firmware file or a tool offered by an unsolicited caller.

Contact your installer or responsible IT team as appropriate, and send Stanklin a non-sensitive summary. This email route is not an emergency response service. For an immediate threat to personal safety or an ongoing crime, contact the appropriate local emergency or law-enforcement service.

7. Secure installation and everyday use

• Use unique, strong passwords and individual accounts where supported. Grant only the permissions each person needs.
• Keep camera and recorder administration off the public internet. Review router port forwarding and remote-access settings with a competent installer.
• Separate security equipment from untrusted devices where practical, and restrict access to the networks and people that need it.
• Review remote viewing, sharing permissions and unused accounts regularly. Remove former staff or installer access when it is no longer required.
• Check model-specific firmware and software guidance before updating. Back up necessary settings and use stable power during an update.
• Protect physical access to recorders, storage and network equipment. Keep recovery information secure and separate from ordinary shared documents.
• Maintain correct time settings so events can be investigated. Check recording and storage health rather than relying only on the live view.
• Before transferring or disposing of equipment, follow its instructions to unlink accounts and securely remove recordings and configuration data.

Features vary by product. Use the controls supported by your exact model; do not assume every device offers the same account, encryption or network features.

8. Firmware and model-specific security information

Use the Downloads Centre and Firmware & Product Lifecycle page as starting points. Before installation, check the exact model, hardware revision, installed version and applicable update instructions with the team.

A download filename alone does not establish compatibility, security-fix coverage or a support end date. To ask about a particular concern, include the model and version and request the relevant affected-version information, mitigation or update guidance. Do not assume that a missing public notice means a product has no vulnerabilities.

If an issue involves an application or cloud service operated by another provider, review that provider’s security information too. Tell Stanklin which service and version are involved so the equipment-related part of the enquiry can be assessed.

9. Contact and related support

Security reports: info@stanklin.com
Telephone follow-up: +886 3 380 4790
Use “Security report” and the product model or service in the email subject.

Keep your correspondence for reference. When following up, supply the original report date and any reference provided; avoid sending the same sensitive attachments repeatedly. For a routine fault or return, use the support and warranty links below.