Check connectivity: Confirm the sensor's ethernet cable is securely plugged in and that the local network is up.

Reboot: Power-cycle the sensor. Most temporary offline states resolve with a restart.

Check your router/switch: Make sure the device has a valid IP address and the port is not blocked.

Verify in Vemcount: Go to the sensor list and check the Last Seen timestamp and IP/MAC address shown there.

Automated health checks: Vemcount sends health-check emails when sensors are offline for 2+ hours — check whether you received one and follow the embedded link.

Counting line placement: If the counting line covers an area visible from outside (e.g. through a glass door), the sensor may count passers-by. Request a calibration via support.

IN vs OUT discrepancy: Vemcount's automated accuracy alerts flag locations where IN and OUT differ by more than 10%. This is normal for short periods but persistent large gaps may indicate a misconfigured counting line or a hardware issue.

Age / gender recognition mismatch: If the age or gender widget shows totals higher than the total visitor count, this is a known display issue — report it to support with a screenshot.

Turnstile / catraca integration: If footfall data from turnstile hardware does not match Vemcount, compare raw data from both systems and share the comparison with support.

Contact support with the sensor's serial number and a description of the damage.

Vemcount support will coordinate a replacement shipment. For urgent replacements, mention urgency in the subject line.

Confirm the delivery address in the ticket. For international shipments (especially to Kazakhstan, Serbia, UAE), customs clearance may cause delays — FedEx or DHL tracking updates will be shared when available.

For returns (e.g. end of project), request a return logistics ticket and include the sensor count and condition.

Device model and firmware version

Date when data stopped arriving

Whether other sensor models at the same site are unaffected

Submit a ticket with the user's full name, email address, and the company/location(s) they need access to.

Specify the access level: read-only, report access, full dashboard, or admin.

For multi-store access (e.g. regional supervisors), list all store names or a role description so the correct permission scope is set.

Change email / name: Submit a ticket with the old email and the new details.

Remove access: Provide the user's email and confirm you want access revoked (e.g. when someone leaves the company or changes role).

Block/restore access: If a user is blocked due to login failures or inactivity, support can unblock the account. Include the username and company name.

Check your spam/junk folder.

Confirm you are using the email associated with your account.

Contact support with your email address and company name — support can resend login details.

Company name and the Vemcount company ID / URL

The purpose of the integration (e.g. daily export to SAP, PowerBI dashboard)

Preferred data format (JSON, CSV) and frequency

Report scope is too large: Running hourly reports for 40+ days across multiple zones can time out. Try reducing the date range or splitting into smaller periods.

Widget with too many data points: A dashboard widget configured with excessive data can make the browser unresponsive. Contact support with the dashboard name and widget details — it can be deleted or reconfigured from the backend.

Platform instability: Occasionally the Vemcount platform experiences temporary instability. If multiple customers report similar issues simultaneously, it is likely a platform-side incident. Monitor support communications or retry after 30 minutes.

Use the Export feature in the Reports section to download data directly.

For large historical extracts (e.g. all 2023–2024 footfall data), contact support with the location(s), date range, and desired format.

For POS sales data uploads (bulk), Vemcount supports file upload via FileZilla SFTP. Support can provide connection credentials and the upload format specification.

For automated daily/weekly report emails, support can add or remove email recipients from report distribution lists.

Location name and date range to adjust

Reason for adjustment and the correct expected values (if known)

Supporting evidence (e.g. manual counts, camera footage timestamps)

The dashboard or location in question (include the URL)

What you want added, changed, or removed

Any specific metrics, time zones, or groupings required

Token/authentication expired: The API token for the connected system may have expired. Re-authenticate or generate a new token and update the integration config in Vemcount.

Endpoint timeout: The target system's API endpoint may be slow or down. Check whether the remote endpoint is reachable, then re-trigger the export once it is available.

Data mismatch (Vemcount vs. BI): If Vemcount shows correct data but the connected BI reports different numbers, check whether the API export is filtering by a different time zone or aggregation level.

Reply to the invoice email or open a ticket referencing the invoice number and the specific discrepancy.

Attach proof of payment (bank receipt, transaction ID) if you believe payment was already made.

For VAT/XML invoice requests, mention this in the ticket — Vemcount Brazil emits XML notes which can be re-sent by the finance team.

Add licenses: Subscription order requests can be submitted through the Vemcount admin panel or via email to your account manager. Orders trigger an internal review workflow.

Cancel a subscription: Submit a cancellation request in writing (email or ticket) referencing your contract, company name, and CNPJ (Brazil) or equivalent. Note any contractual notice periods.

Return equipment: For cancellations requiring hardware returns, open a logistics ticket specifying the number of sensors and their condition.

Follow the sensor manufacturer's configuration guide to connect the device to your network.

Contact Vemco support with the device IP address and serial number to link it to your Vemcount account.

For Windows-based VemEDGE or VemVO installations, contact support for the installation package and configuration steps.

Open a ticket specifying the old and new POS system names.

Provide the store location IDs and the new POS integration credentials or API details.

The integration update is handled by the Vemco technical team — allow 2–5 business days for reconfiguration.

Open a ticket with the location name and Vemcount location URL.

Describe what changed and the date from which data looks suspect.

For remote calibration (most sensors support this), the Vemco team can adjust counting line settings without a site visit.

For on-site calibration visits, specify your location and preferred timing.

Review the release notes included in the notification email.

If you wish to update, reply to the notification or open a ticket requesting the update to be applied to specific sensors.

For Xovis sensors specifically, updates are coordinated through the Xovis service desk and Vemco simultaneously.

Open a ticket or email your account manager referencing your company name and contract number.

For new pilot or service contracts (Brazil), the Vemco contract form collects CNPJ, legal representative details, billing preferences, and project scope.

Submit a ticket referencing the specific regulation or questionnaire.

Vemco can provide Data Processing Agreements (DPAs) and respond to supplier questionnaires on request.

People-counting systems used by Vemco process aggregated, anonymised data — no personal data is stored by default.

Demo: Use the "Schedule a Demo" form on vemcogroup.com or contact your regional sales representative.

Training: Training sessions (platform walkthrough, analytics deep-dive) can be requested by opening a ticket with your preferred date, time zone, and the topics to be covered.

Onboarding: New customers receive an onboarding session as part of the implementation process. Ask your project manager to schedule this if it has not yet occurred.