Technical Sales Support & Service

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.

How to use Technical Support

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. Check online: Before calling Vicon Technical Support, remember that we have a wide variety of online help tools, including Technical Bulletins, manuals and guides, data sheets, specifications, calculator tools, as well as video tutorials and demonstrations.
2. Check your product eligibility: Please ensure that your product has not been discontinued or terminated, as our current support policy means we only support active products.
3. Know your Customer ID number: Please ensure that you know your Customer ID number when calling Vicon Technical Support. If you don’t have this number, your call will be forwarded to your local Vicon sales representative who will need to confirm that you are a Vicon partner that is eligible for support.
4. Know your ticket number
5. Submit your ticket online
6. Visit the Knowledgebase
7. Visit the Google Help Forum

Technical Support

Software Registration Assistance

Order Tracking

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

Forget your password?
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.
Are you a new customer? 
Please read the important support notices and then register for a user ID and password.

PLEASE READ THESE TERMS AND CONDITIONS OF USE CAREFULLY BEFORE USING THIS SITE.

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.

Vicon Service and Parts: US and International

Genuine factory replacement components

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 parts@vicon-security.com.  Voice mail capabilities exist to compliment your business transactions.

To help assist you:

• Please have your six (6) digit product code and serial number available when calling for assistance. The product code can be found on the silver or white label attached to the main chassis. For some models the label may be affixed to the inside of the unit. Should the product code not be available, the model number and / or model family name may be found on the front or top panel.
• When dealing with printed circuit boards and / or plug-in cards, the first ten (10) digits of the twelve (12) digit board part number will help us identify your product. The board number takes the form: xxxx-xxxx-xx-xx.
• If neither of the above identification methods are available to you a digital photo and a follow up conversation will allow us the best opportunity to help with your component request.

Product Servicing

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 repair@vicon-security.com or, when the circumstances permit, by taking advantage of our voice mail capabilities.

To help assist you:

• When returning product or parts to Vicon Corporate Headquarters please ensure that the Return Authorization (RA) or Part (PT) return number issued to you is clearly indicated on the outside of the carton.
• For your convenience Vicon offers a Flat Repair Fee for many of our out of warranty products when servicing is performed at Vicon Corporate Headquarters. This fee covers material and labor needed to service your product. Should you choose, the need to be contacted by Vicon to request a purchase order may be avoided if it is supplied at the time of the RA request. Under no circumstances will Vicon proceed with your servicing request should the product incur additional charges needed to complete the servicing of your product.
• To help expedite the servicing of your product please include within the shipping carton a detailed explanation of the symptoms and contact information for the person most familiar with the problem, should we need to have one of our technicians contact you to discuss the specifics of your service request.
• Because select families of product are only serviced at Vicon Corporate Headquarters, please contact us directly if you are unsure as to which location can best meet your servicing needs.
• For your convenience and review, the “Vicon Standard Equipment Warranty” policy can be found below.

Learn more about Vicon Standard Equipment Warranty.

Factory Authorized Service Centers

IQeye Family of Products

Product Servicing

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 repair@vicon-security.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
Example: 00:50:1A:01:23:45
Model / Product Code: 9 to 10 Alpha-numeric form.
Example: IQM53WR-B5

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

Learn more about Vicon Standard Equipment Warranty.

Replacement Components

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 parts@vicon-security.com 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.

MAC Address: 12 digits in the form, xx:xx:xx:xx:xx:xx
Example: 00:50:1A:01:23:45
Model / Product Code: 9 to 10 Alpha-numeric form.
Example: IQM53WR-B5

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.