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How to Request Camera Footage

UpdatedOctober 11, 2025






How to Request Camera Footage – Canvass Global Knowledge Base


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Law Enforcement /
How to Request Camera Footage

How to Request Camera Footage

This guide provides law enforcement officers with step-by-step instructions on how to request surveillance footage through the Canvass Global platform. Our system is designed to streamline the evidence collection process while respecting privacy rights and maintaining proper chain of custody.

Prerequisites

Before requesting footage, ensure you have:

  • A verified law enforcement account
  • Valid case or incident number
  • Specific date and time range for the footage needed
  • Location or address of the incident
  • Proper authorization from your department

Step-by-Step Request Process

Step 1: Search for Cameras

Start by finding cameras near your incident location:

  1. Log in to your law enforcement dashboard
  2. Navigate to “Camera Search”
  3. Enter the incident address or use the map to select an area
  4. Set a search radius (typically 100-500 meters)
  5. Review the list of available cameras

Step 2: Review Camera Details

For each relevant camera:

  • View the camera’s field of view images
  • Check recording capabilities (video/audio)
  • Verify the camera was active during your timeframe
  • Note the camera owner’s response time average

Step 3: Create Footage Request

Select cameras and create your request:

  1. Click “Request Footage” for selected cameras
  2. Enter case details:
    • Case/Incident number
    • Incident type
    • Brief description (non-sensitive)
  3. Specify exact date and time range needed
  4. Set request priority (Normal, Urgent, Critical)
  5. Add any special instructions for the camera owner

Step 4: Submit and Track

After submission:

  • Review request summary
  • Confirm all details are correct
  • Submit the request
  • Receive confirmation and tracking number
  • Camera owners are notified immediately

Request Timeline

Typical Response Times

  • Normal Priority: 24-48 hours
  • Urgent Priority: 4-12 hours
  • Critical Priority: 1-4 hours

Note: Response times depend on camera owner availability and notification settings.

Best Practices

Be Specific with Timeframes

Request only the footage you need. Shorter, specific timeframes are more likely to be approved quickly and reduce privacy concerns.

Provide Clear Context

Include enough information about the incident to help camera owners understand the importance, but avoid sharing sensitive investigation details.

Use Appropriate Priority Levels

Reserve “Critical” priority for active investigations or public safety threats. Overuse of high priority may reduce response rates.

Follow Up Professionally

If a request is denied, you can send a follow-up message with additional context. Always maintain professional communication.

Understanding Request Statuses

  • Pending: Request sent, awaiting owner response
  • Approved: Owner has approved, footage upload pending
  • Footage Available: Footage uploaded and ready for download
  • Denied: Owner declined the request
  • Expired: No response within timeframe
  • Partially Fulfilled: Some but not all footage provided

Handling Denials

If a request is denied:

  1. Review the owner’s reason (if provided)
  2. Consider if additional context might help
  3. Send a professional follow-up if appropriate
  4. Explore alternative camera sources
  5. Document the denial for your case records
Tip: Building positive relationships with camera owners in your jurisdiction can improve response rates. Consider sending thank-you messages after successful requests.

Downloading and Managing Footage

When footage becomes available:

  1. Navigate to “My Requests” in your dashboard
  2. Find the fulfilled request
  3. Preview footage metadata (duration, quality, etc.)
  4. Download footage files securely
  5. Verify footage integrity and relevance
  6. Save to your evidence management system
Important: Downloaded footage is available for a limited time (typically 30 days). Ensure you save copies to your department’s evidence system promptly.

Chain of Custody

Canvass Global maintains detailed logs for legal compliance:

  • Timestamp of request creation
  • Officer and agency information
  • Owner approval timestamp
  • Footage upload and download times
  • SHA-256 hash for file integrity

Privacy and Legal Considerations

  • All requests require camera owner consent
  • Footage is provided voluntarily by owners
  • No warrantless access to footage
  • Comply with your jurisdiction’s evidence rules
  • Respect privacy markings and restrictions

Troubleshooting Common Issues

No Cameras Found

  • Expand your search radius
  • Check address spelling and format
  • Try searching by intersection or landmark
  • Verify cameras exist in that area

Low Response Rates

  • Improve request descriptions
  • Use appropriate priority levels
  • Request smaller time windows
  • Build community relationships

Technical Issues

  • Clear browser cache and cookies
  • Try a different browser
  • Check your internet connection
  • Contact technical support

Support Resources

Need additional help?

  • 24/7 Law Enforcement Support: 1-800-CANVASS (ext. 2)
  • Email: leo-support@canvassglobal.com
  • Training Videos: Available in your dashboard
  • Quick Reference Guide: Downloadable PDF

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