TRUST — HELP CENTRE

Help Centre

Answers to what people ask before they buy VisionGuard, and after. Everything below matches how the product works today, including the parts that are not finished yet.

Ask us a question

Write to the support team here and we’ll reply by email, Sunday to Thursday. Common questions are answered below.

Your question goes to our support inbox through FormSubmit. We use it only to answer you.

Which cameras work, and how do I add one?

VisionGuard works with the cameras and recorders you already have. An administrator adds a camera from the console by its address and turns on the features it needs — attendance, people counting, restricted zones, track a person, knife detection, lost bag, vehicle gate. It starts working without a restart.

Searching your network automatically for cameras is not built yet — you add each one by its address.

  • IP camera or RTSP stream, added by address
  • Existing NVR or DVR recorder, added channel by channel — only the channels that actually answer get added
  • A plain webcam, for a quick single-entrance setup

What languages can I ask in?

Type your question the way you would say it — English, Arabic, Franco-Arabic (Arabic written in Latin letters), or a mix of these in one sentence. Ask always tells you what it understood before it answers.

The Arabic-language screens themselves — the menus and labels — are still an internal draft being checked, so for now the console and app stay in English even when your question was not.

Is there a phone app?

Yes. It carries the same tools as the desktop console — a home summary, live cameras, attendance, tracking, the vehicle register — across five tabs: Home, Cameras, Tools, People and More. It is the same data and the same rules, laid out for a smaller screen.

It has been checked screen by screen on a simulated phone display, in light and dark, English and Arabic. It has not yet been tried on a real phone in someone's hand, so things like the on-screen keyboard covering a form, or a live camera over mobile data, are still unconfirmed.

How do alerts reach me?

By email, and inside the console or phone app under "Needs your attention," where a guard can acknowledge it. An administrator decides who is on the list and which alerts they get. A knife detection sends one email when the entry opens, marked as not yet confirmed by a person, and a second once someone has reviewed it. Every message carries facts only — what, where, when, how sure, and who decided — never a name, a face or a photo.

WhatsApp and SMS alerts were tried and removed; email is what ships today. Arabic-speaking recipients currently get the English wording, since the Arabic version of alert messages has not been checked yet.

What happens when a camera goes offline?

Its tile shows NO SIGNAL, and VisionGuard keeps trying to reconnect on its own — nobody needs to restart anything. Every other camera and feature keeps running. System Health lists which camera is down and why, instead of just looking fine while it is not.

How long is footage kept?

It depends on the kind of record. Day-to-day sightings and attendance are logged as data, with no video attached. A restricted-zone entry keeps a video clip — each camera keeps its three most recent. A knife detection keeps its video for 30 days, but the entry itself, that it happened, when, and who reviewed it, stays in your history for good. A vehicle-gate pass keeps a photo and a close-up of the plate for 30 days, and the pass record is also kept for good.

Older footage played back through Track a person comes from your own recorder, so its retention is set by your recorder, not by VisionGuard.

Can a person be removed?

Yes. An administrator can remove someone from People: their face data and profile are deleted and they stop being recognised immediately, with no restart needed, and the removal is logged first. Sightings recorded before the removal stay in the database, not visible on any page, until a full erasure feature, planned but not yet built, clears them completely.

Does anything I type ever leave the site?

Camera footage and recognition run on a computer at your own site and stay there. Alert emails go out through Gmail with facts only, never a name, a face or a picture. And there is Ask: before your question goes anywhere, VisionGuard masks names and number plates on site, then sends the masked question to Google's Gemini, its free tier, to work out what you are asking. Gemini's terms let Google make use of what is submitted, and let human reviewers read it. A word Ask does not recognise, occasionally someone's name, is sent as typed; administrators can see exactly what was sent for any question.

What doesn't VisionGuard do yet?

People counting works today but is not accurate yet. On a recorded test, one person alone in view was read as anywhere from one to seven, averaging around two and a half. Making it accurate is planned work, and we say so rather than hide it. Lost bag outlines a bag of the colour you pick, live, on the cameras you are watching, but keeps no history: nothing is recorded, so a bag taken before you opened the page cannot be found afterwards, and no alert is sent. And VisionGuard does not search your network for cameras on its own — you add each one by its address.

Still need help?

Reach the team directly.

Last updated 27 September 2026