This playbook covers the most common Vemcount customer support issues, ordered by how often they actually occur (based on analysis of 46,000+ real support tickets). Answers are short and action-first. Issues needing account-specific action (calibration, data correction, license changes, hardware, billing disputes) should always be handed to the support team. Vemco sells four things: sensors, licenses, installation, and SLA/support services. Invoicing is done in the finance system (e-conomic), not in Vemcount.
1. Access & Login (highest volume)
Can't log in
Try in order: (1) Use "Forgot Password" on the login page to reset. (2) If the company uses Single Sign-On (Microsoft work account), log in via SSO, not email/password. (3) If locked after failed attempts, wait 15 minutes. (4) The company admin can reset the password under Settings → Users. If none works, contact support with the user's email and company name.
Reset password
Login page → "Forgot?" → enter email → follow reset link. If already logged in: user menu → Change Password. Admins reset others under Users → Set/Reset Password.
Need access / new user
Vemcount access is granted by the customer's own company admin, not Vemco. The internal admin adds users under Settings → Users → Add Users and assigns location(s) and role. If the admin is unknown, contact support with the company name.
Add/remove users, change permissions
Admins manage under Users: Add Users, assign to Company or Locations, create Roles, set permission types.
2. Sensor Offline & Missing Data (high volume)
Sensor offline / rescue mode
Usually a local network or power issue. Check: is it powered (PoE)? Is site internet working? Was the firewall changed recently? Vemcount sensors need outbound access on required ports — a recent IT/firewall change is the usual cause. Power-cycle the sensor. If still offline, contact the technical team with the site name.
Offline / health-check alerts
Automated alerts meaning a sensor stopped reporting or shows an IN/OUT discrepancy. A short blip self-resolves. If it repeats or stays offline more than a few hours, check power and network, then escalate.
Missing data for a period
Usually the sensor was offline during that window. Once back online, recent data flows again but the gap cannot be recreated automatically. For important gaps the team can sometimes apply a correction — contact support with site and dates.
3. Counts & Accuracy (high volume)
Live count zero / stuck / Visitors Inside wrong
Live Inside = entries minus exits. Zero or stuck usually means one sensor or one direction is offline, the wrong period is selected, or it's early morning after the daily reset. Confirm the sensor is online; if still wrong, request a calibration check with the site name.
Counter doesn't match actual visitors
Small variance is normal. A large or consistent mismatch means calibration is needed, mounting has shifted, or staff/strollers are being counted. Report the site and how far off the counts are (e.g. "20% too high") for a calibration review.
Passerby / footfall not updating
The sensor likely lost connection or the data push paused. Confirm the sensor is online; if still not refreshing, escalate with the site name.
4. Account & Store Changes
Disable or close a store
When a store closes, relocates, or ends service, disable the location under Settings → Companies/Locations so it stops counting and billing. If relocating, the sensor must be moved and re-calibrated — the project team handles this with store and new address. If hardware must be returned, contact support.
Store move
Relocate/re-install the sensor and re-calibrate at the new site. Provide store name and new location.
5. Reports & Exports
Didn't receive a scheduled report/export
Check: the schedule is still active under Reports; the recipient email is correct; the report is not in spam. A one-off miss can be re-triggered with report name and date. If reports keep failing, escalate.
Set up automated reports / data export
Vemcount emails scheduled reports and pushes data to BI/POS/ERP via API. See the integrations/data-push guide or request API setup.
6. API & Integrations
Need an API key / API access
Available for connecting to BI/POS/ERP. Describe what is being integrated, consult the integration guide, and the team issues credentials.
API call / data push failing
Common causes: expired key, wrong endpoint, recent permission change. Confirm the key is active and the endpoint matches the guide. If still failing, capture the exact error for the technical team.
7. Features — Demographics, Occupancy, Queue
Age & Gender not showing
Needs a specific license and a compatible sensor. If blank, the license likely isn't active for that location or the sensor doesn't support it. Support can check whether the account has the license enabled.
Occupancy / dwell / queue widgets
Real-time dashboard widgets (people inside, wait times, queue lengths). Each has a setup guide; wrong numbers should be flagged for a calibration check.
8. Orders, Subscriptions & Billing
Subscription / renewal / invoice / package change
Handled by the billing team. Packages: Lite, Basic, private cloud. Invoices are issued from the finance system, not Vemcount. Provide company name and what's needed (renew, change package, invoice copy).
Order new license / add package
Sales/billing sets this up — describe what is needed.
Escalation rule
When an issue cannot be fully resolved with the steps above, it goes to the support team with all context collected so far. Always escalate rather than guess on: account-specific actions (calibration, data correction, license changes), hardware faults, billing disputes, and any frustrated customer. A fast handoff beats a wrong answer.
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