Secure Document Upload for Ownership Verification

Before DB Store USA transfers a DoorBird device to a new account — whether you just moved in, bought a home, or lost your original setup credentials — we need to confirm you're actually the person entitled to control that device. This article explains why we ask for documentation and how to send it to us securely.

Why we ask for proof of ownership

A DoorBird intercom isn't just a doorbell — it's a live video feed, an access control system, and a log of who comes and goes at a property. Transferring control of it to the wrong person would be a real security and privacy problem for whoever actually lives there. So whenever a device needs to move to a new account without the previous owner directly authorizing it, or when replacement credentials like a digital passport are being reissued, we verify that the person requesting the change has a legitimate connection to the property.

What counts as acceptable documentation

We're flexible about the exact document as long as it clearly ties your name to the property address. Common examples include:

• Home purchase: closing or settlement documents, a deed, or a title transfer confirmation
• Rental: a signed lease agreement showing your name, the property address, and the lease dates
• General proof of residency: a recent utility bill, property tax statement, or piece of official mail addressed to you at that property

You don't need to send every document you have — one clear, current piece of documentation is usually enough. If we need something additional to complete verification, our support team will let you know exactly what's missing.

How to submit your documents securely

Please don't send sensitive documents like closing paperwork over unsecured channels, and never post them in a public forum or social media message. Instead:

1. Open a support ticket with DB Store USA and explain that you're requesting an ownership transfer or replacement passport.
2. Attach your documentation directly to the ticket through our support portal, rather than emailing it to a personal address. Our ticketing system keeps attachments tied to your specific case and restricted to our support team.
3. Redact anything unnecessary. Feel free to black out sensitive details that aren't relevant to verifying the property address and your name — for example, purchase price, loan numbers, or account numbers on a utility bill. We only need enough information to confirm your connection to the property.
4. Wait for confirmation. Our team reviews submissions and will follow up through the same support ticket if anything further is needed, or once your transfer has been approved and processed.

What happens to your documents after verification

Documentation submitted for ownership verification is used solely to confirm your right to control the device and is handled by our support team as part of your ticket record. If you have questions about how long documentation is retained, our support team can walk you through our current practices when you submit your request.

Still need help? Submit a support ticket and our team will guide you through what's needed for your specific situation.