Vicon offers technical and sales support to our partners around the world. Our team is ready to assist you with whatever challenge you may face.
We’ll Take Care of Your Surveillance System. You Take Care of Your Business.
Vicon has been supporting business surveillance needs since the 1970s, making us one of the most experienced tech support teams in the industry. Our goal is to keep your cameras, VMS and access control system running at peak performance. Our US-based team has expertise in both IT and security technologies and have over 150 years of combined expertise in the industry. Our technical team leader has been with Vicon for 35 years! Our specialists are tech-savvy problem-solvers that go the extra mile for you.
We offer the latest technical support techniques for your surveillance system which will:
We Offer Full-Service Expert Security Support Services
Hardware • Software • Troubleshooting • Consulting
We work hard to maximize efficiency by leveraging enterprise level support tools. We offer scheduled support calls and call back services to ensure the best customer experience. The help you need — right at your fingertips. Problem solved.
The mission of Vicon’s Technical Services Team is to provide world class technical support to our customers and exceed their expectations. Our customers can expect prompt and professional support with the goal of making them knowledgeable and successful with our product line.
To ensure that you get the help you need as quickly and conveniently as possible, please follow these simple steps:
1-800-348-4266, ext. 5
+44 (0)1489 566300
Outside the US and Europe
1-631-952-2288, ext. 5
International Tech Support is provided 24/7 via callback. Please click the button below to request technical support assistance. A Vicon representative will contact you at Vicon’s expense.
1-800-348-4266, Option 4
Outside the US and Europe
1-631-952-2288, Option 4
Send email to request assistance with software registration.
Please note that support is provided M-F between the hours of 8:30 a.m. and 5:00 p.m., Eastern Time. Please keep this in mind when indicating a desired call-back time.
Order tracking is only offered for products shipped from Vicon’s New York office. If you placed your order from one of our other locations, please contact your local sales representative for assistance.
Login to track your order, or Register Now
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Go to the login page, enter your user ID, and click on Show my hint or click here to have your password emailed to you.
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Please read the important support notices and then register for a user ID and password.
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By using this site, you explicitly agree to comply with and be bound by the following terms and conditions, which Vicon Industries Inc. may change at any time. Please review these terms and conditions periodically for changes.
This is a private and secure site and is intended for the exclusive use of Vicon Industries Inc. authorized users only. All users information is subject to verification prior to issuing access and may be reviewed on a periodic basis to ensure the privacy and security of this site. Any person or persons who do not possess a duly authorized user ID and password directly issued to them by Vicon may not enter or use this site.
The information contained in this customer portal is furnished for the convenience of our customers and Vicon Industries Inc. has taken reasonable efforts in ensuring the accuracy of information contained within. However, Vicon does not guarantee, either expressed or implied, the completeness, correctness or accuracy of the content on this site. Vicon Industries Inc. does not assume, and hereby disclaims, any liability for any loss or damage caused by errors, omissions, misleading information or the use of or reliability of information presented on this site, even if such errors were made unintentionally or as a result of negligence or any other cause. Vicon does not guarantee the availability of this site and it may be, without notice, periodically taken out of service for reasons including but not limited to updates, corrections or maintenance.
All information accessed on this site remains the property of Vicon Industries Inc. Any unauthorized distribution of information is strictly prohibited.
Contact your parts coordinator at extension 369 to inquire about procuring piece part or sub-assemblies required to meet your specific servicing needs.
Correspondence via email can be accomplished by sending your specific requests to email@example.com. Voice mail capabilities exist to compliment your business transactions.
To help assist you:
Should servicing be required, we offer several Factory Authorized Service Centers in the continental United States. We also offer the services of an additional center in Canada. By simply contacting the Service Repair Coordinator at extension 384, the service location that best meets your need will be identified. For our customers that are familiar with the Service Center Network please do not hesitate to contact them directly; a complete list of Service Centers can be found below. For your added convenience, correspondence can also be initiated via email address firstname.lastname@example.org or, when the circumstances permit, by taking advantage of our voice mail capabilities.
Learn more about Vicon Standard Equipment Warranty.
Audio Video Sys. Inc.
1860 Old Okeechobee Rd. #104
West Palm Beach, FL 33409
145 Barr Unit 2
ST. Laurent, Quebec
Canada H4T 1W6
400 Matheson Blvd E.,Unit 5
Canada L4Z 1N8
L.A.M. Technical Services Ltd
Contact: Kathleen or Marcel
18311 – 105 Ave., Suite 101
Canada T5S 2K9
Call for an RA repair number
Toll-free in Canada: 1-866-447-2043
11000 E. Rush St,STE2
South El Monte, CA 91733
Contact: Tam Tran/Jane Hayman
Should servicing be required we offer Factory Authorized Service at our New York Facility. By contacting the Service Repair Coordinator at 1-800-348-4266, extension 384 or by emailing email@example.com you can initiate a request for a Return Authorization (RA) number for the repair of “In” or “Out of Warranty” product. Should the circumstances permit you can take advantage of our voice mail capabilities during or after normal business hours.
Please, Help Us Help You:
Have ready your company, contact, unit specific information and special instructions should they be relevant to the servicing of your product. The service repair coordinator will send via email an RA document detailing the information we need to process your RA request. An RA number will be assigned and emailed to the person or organization initiating the request once the relevant information is offered to the service repair coordinator. Should the circumstances permit you can take advantage of our voice mail capabilities during or after normal business hours.
Special instructions may include but are not limited to:
1 – Detailed information of the unit problem or symptom.
2 – Contact information for the field service technician most familiar with the problem should afactory technician need to discuss technical issues while servicing your product.
The unit specific information required to issue an RA number can be found by locating the black product label with white characters and recording the MAC address and Model / Product Code.
MAC Address: 12 digits in the form, xx:xx:xx:xx:xx:xx
Model / Product Code: 9 to 10 Alpha-numeric form.
Should this information not be available the service repair coordinator can discuss how to proceed during your initial contact.
When returning product for servicing please ensure that the return authorization number is clearly noted on the outside of the carton and that a copy of the RA document is included within the shipping carton.
For your convenience the IQeye family of product offers a minimum Flat Rate Repair Fee of $300.00 USD per unit for out of warranty servicing. The flat rate repair fee covers material and labor associated with servicing your product. Freight charges are in addition to the flat rate repair fee. You may choose to expedite the repair process by issuing a purchase order number during your initial RA request for the minimum flat rate repair fee of $300.00 USD. Having approval to proceed with the servicing will eliminate the inherent delays associated with correspondence between companies when securing a purchase order during the repair process. Under no circumstances will servicing proceed should your unit incur additional repair charges beyond the minimum flat rate repair fee. The service repair coordinator will contact you and request approval to proceed with the repair at the revised charge.
Please take note:
1 -The minimum flat rate repair fee is an estimate and is subject to change after an in-house evaluation.
2 -The IQeye family of products is only serviced at our factory repair facility located at: 135 Fell Court, Hauppauge, NY 11788
Should a piece part procurement be required we offer “Genuine Factory Replacement Components.” By contacting the Service Parts Coordinator at 1-800-348-4266, extension 369, or by emailing firstname.lastname@example.org you can initiate a request to procure a piece part to meet your specific servicing or installation need. Should the circumstances permit you can take advantage of our voice mail capabilities during or after normal business hours.
To Help Assist You:
The unit specific information required to identify the components you are inquiring about can be found by locating the black product label with white characters and recording the MAC address and Model / Product Code.
Should this information not be available a digital photo of the product and the specific component(s) required will help us help you.
In addition, have ready your company and contact information and special instructions should they be relevant to the component procurement.
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