Account & access
Portal URL, user access, role permissions, login issues or customer-environment questions.
Customer Support
Support
Get help with LEXI Cloud access, gateways, connected devices, integrations, commissioning and deployed building operations.
Common Support Paths
Start with the issue you’re trying to resolve.
LEXI environments span cloud software, edge gateways, wireless devices and building-system integrations. A clear description of where the issue appears helps route troubleshooting quickly.
Gateway & connectivity
Gateway status, network connection, protocol communication, edge connectivity or remote diagnostics.
Devices & integrations
Sensor behavior, device pairing, telemetry, third-party equipment, APIs or upstream BMS/BAS integrations.
Deployment & commissioning
Installation workflows, commissioning, site setup, device-to-room mapping or handoff questions.
Help Us Diagnose It Faster
A few details can shorten the troubleshooting path.
Send what you know. You do not need to complete every item before contacting Support.
01
Organization & site
Customer or partner name, building/site name and location.
02
Affected equipment
Gateway, device, room or integration involved; include IDs when available.
03
What happened
Expected behavior, actual behavior, and anything that changed beforehand.
04
Evidence & impact
Screenshot, timestamp, error text and whether one area or the broader site is affected.
Partner & White-Label Environments
Your organization may be your first support contact.
Some LEXI deployments are delivered through resellers, service providers or customer-branded environments. In those cases, follow the support process provided by your organization. Platform or product issues can be escalated to LEXI through the agreed support channel.