Support For systems installed or supported by IP Lynx

Something's not working? Start here.

Phones, cameras, doors, alarms, network. Call us, open a ticket, or let a tech connect in remotely. The people who answer know your site, because they installed it.

(548) 200-5969 Report a problem
One number for every system Remote fixes while you're on the line Response times in writing on Care
Pick your lane

Four ways to reach us. Pick the one that fits the problem.

Something down right now? Call. Everything else, open a ticket so it's tracked and nothing gets lost between phone calls.

Call us

Best forSomething is down right now

Tell us which site and which system. If it's a quick fix, we'll often sort it while you're on the line.

(548) 200-5969200-LYNX · Mon to Fri, 9 to 5

Open a ticket

Best forChanges, faults that can wait a bit, anything you want on record

Use the form on this page, or email us. Either way a ticket opens with a number, and we keep you posted by email until it's closed.

Report a problemform below, or support@iplynx.ca

Remote Assist

Best forSettings and software fixes, with a tech on the phone

When we ask, start a Zoho Assist session from this link. You see what we do on your screen, and it ends when you close it.

assist.iplynx.caonly start one when a tech asks you to

Knowledge base

Best forHow-tos and quick answers, any hour

Plain-English guides to VantageCore, Managed Access Control, fobs, phones, Sentinel and LynxVision. Handy at 11 pm, or for the new hire who needs the basics.

Browse the guidesiplynx.ca/knowledge-base

Not a fault? Email the right desk.Each address lands with the person who handles it.

Report a problem

Three things that make the fix faster.

You don't need to diagnose anything. Give us these three details, by phone or with the form, and the tech starts fixing instead of asking.

  • 1
    Which system, which site"The front door reader at Main St." beats "the security thing". Door, phone, camera or alarm, and where.
  • 2
    What changedA power blip, a new internet provider, someone moved a desk, a new hire. Most faults start with a change.
  • 3
    A photo, if you canThe error on the screen, or the lights on the device. One photo saves ten questions.
Report a problem

Goes straight into our service queue

A tech picks it up and replies by email. Something down right now? Call (548) 200-5969 as well.

Use the address we have on file, so we can match it to your account.
Something down right now? Call (548) 200-5969 as well.
Drop files here or
Accepted file types: jpg, jpeg, png, webp, heic, Max. file size: 8 MB, Max. files: 3.
    The error on the screen, or the lights on the device. Up to 3 photos.
    This field is for validation purposes and should be left unchanged.
    1

    You reach us

    Call, email or portal. Either way a ticket opens, so nothing lives only in someone's head.

    2

    We try remote first

    Most phone, camera and door problems are settings or a device that needs a restart. We fix those from here, with you on the line.

    3

    On-site if it needs hands

    If something is actually broken, we book the visit and bring the part. Care plans put that response time in writing.

    Care plans

    Want it faster, and in writing?

    Anyone can call us. A Care plan adds a response time in writing, discounted labour on everything outside the plan, and one number for every system in the building, whether we installed it or not.

    Build your Care plan See the full rate card

    Response times count during business hours, Monday to Friday, excluding holidays. 24/7 emergency availability is an optional add-on at $99 per site, per month. Prices in Canadian dollars.

    Response time, by planBusiness hours
    Essential24 hrsfrom $79 a monthSupport access, break/fix troubleshooting, 5% off labour
    Pro · recommended4 hrsfrom $159 a monthOffline alerts, quarterly health check, 1 remote hour a month, 15% off labour
    Premium2 hrsfrom $299 a monthOn-site time included, firmware scheduling, vendor liaison, 25% off labour
    Standard rates without a planLabour
    • $115/hrOn-site
    • $80/hrRemote or admin
    • 1.5×After hours and Saturdays
    • 2×Sundays
    • 4 hrsminEmergency, no plan, at 2×

    If it's an IP Lynx outage, you're not billed for that response.

    Common calls

    The calls we get most, and what to try first.

    None of these replace a call. They just tell you what to check in the two minutes before you make it.

    A fob or card stopped working

    Try the same fob on a second door, and a second fob on the same door. One fob failing everywhere usually means that fob. Every fob failing at one door means the door, and that one is ours to fix.

    Then email support@ with the door name and the fob number, if it has one
    I need more fobs or cards

    Order them online and we program them in-house before they ship, so they work the day they arrive.

    Then Order fobs and cards
    A desk phone has no dial tone

    Check the network cable at the back of the phone and the light on the switch port it plugs into. If it's one phone, swap its cable with a working neighbour's. If it's every phone, check whether the internet is up before anything else.

    Then call us with the extension number and what the screen says
    A camera shows offline

    Note which camera and roughly since when. Check that the recorder has power and its lights are on. Please don't unplug the recorder to "reset" it. That risks the footage you may need.

    Then open a ticket with the camera name. We can usually see it from here
    Someone joined or left the company

    Email us from an address we already have on your account with the person's name and what they need, or need to lose: doors, fob, phone extension, camera access. We confirm back when it's done.

    Then support@iplynx.ca, subject "Staff change"
    The internet is down

    Check the lights on the modem from your internet provider first. If they're red or off, the provider is the first call. If they look normal and the office is still down, call us: the switch, router or WiFi is on our side.

    Then call us, and tell us what the provider said
    Who do I call after hours?

    The same number. After-hours, Saturday and Sunday work is billed at the standard rates above unless your Care plan includes 24/7 emergency availability.

    Then Add 24/7 availability to a Care plan
    Not sure who to call?

    Call us. If it's ours, we fix it.

    If it isn't, we'll tell you who to call instead of sending you in circles. One number for the phones, the cameras, the doors and the network.

    (548) 200-5969 Report a problem

    IP Lynx Inc. · Ontario, Canada