Vigeos app help

Emergency? Call your local emergency number: 112 anywhere in Europe, 999 in the United Kingdom, 911 in North America, 15 (SAMU) or 112 in France. Vigeos does not call the emergency services for you, and its support answers by email only.

“Device offline”

The box has not checked in for more than 15 minutes. Check that it is plugged in and that the home’s internet connection is working. While it is offline, no alert can reach you. As soon as it reconnects, the alert closes on its own and a “Device back online” notification tells you.

“Fall detection stopped”

The box is responding, but fall detection is no longer working: your loved one is no longer being monitored automatically. Check that the box and the camera have power, then restart the box: unplug it, wait 10 seconds, plug it back in. If the alert continues, write to us.

“Box needs to be prepared again” (code E-04)

This message appears on the box screen when the box has been released from its account or reset. It must then go back through our workshop to be prepared again: nothing can be fixed from home. Write to us with the email address of your account. If you received the “Box reset” notification without having done it yourself, tell us that too.

I am not receiving notifications

The app asks for permission to send notifications; without it, no alert shows on the phone. If you refused it, open the iPhone’s Settings, then Vigeos, then Notifications, and turn on “Allow Notifications”.
In the app, Account, then Notifications: check that “Fall alerts” and “Equipment & system” are on.
In silent mode or in a Focus, an ordinary notification does not ring.
Alerts remain visible in the app’s Alerts tab.

I forgot my password

On the sign-in screen, tap “Forgot password?” and enter your email address. If an account is linked to it, a 6-digit code is sent to you by email; it is valid for 15 minutes. Enter it with your new password, of at least 8 characters.

New phone: the 12-word phrase

The first time you sign in, the app creates your encryption key and gives you a 12-word recovery phrase to write down on paper. Each family member has their own. On a new phone, sign in: the app asks for these 12 words to give you back access to your videos.

We do not know this phrase and cannot recover it for you. Without it, the app offers to create a new key: videos encrypted before that day will no longer be readable on your phone, the following ones will be.

Invite a family member

In the app: Account, section Connected family members, then “Invite a family member”. Enter their name and email address: they receive by email their sign-in email and a temporary password, which they can change under Account, Profile and security. A household has at most 8 accounts, yours included.

A camera no longer connects

After a change of internet router or Wi-Fi password, the camera loses the network and stays “offline”. To reconnect it:

Hold the camera’s reset button down for 5 seconds: the camera goes back to hotspot mode, a Wi-Fi network named “Vigeos-CAM-…”.
Wait about a minute.
In the app, the Devices tab, then the camera’s Connect button: the app guides you.

Beyond 20 seconds of pressing, the camera is fully reset. If that happens, write to us.

Get my data

In the app: Account, then Privacy, then “Download my data”. The file contains what Vigeos holds about your household. Videos are not in it: they are encrypted for the family’s phones and can still be viewed in the app.

Delete my account

In the app: Account, then Delete my account, at the bottom of the screen. Your password is requested. If other family members remain on the household, only your account is deleted; if you are the last one, the household’s data (alerts, videos, devices) is erased with it. Deletion cannot be undone. Without access to the app, write to us from your account’s email address: we answer within one month, as set out in §8 of the privacy policy, which also lists what is kept.

Language

The app follows your phone’s language, English or French. To change it: Account, then Appearance, then Language. Notifications, emails and the box screen follow the same language.

Privacy

Contact us

equipe@vigeos.fr. Support is by email: there is no phone support at the moment. We answer within 5 working days, as provided in our terms of sale. Give the email address of your account. Do not write any information about your loved one’s health in a support email: we do not need it to help you. You can write to us in English or in French.

VIGEOS, SASU with variable capital, 71 avenue des Trois Lucs, 13012 Marseille, France.