Help Centre

Go to the Cameras tab in your dashboard and click Add Camera. Paste your camera's RTSP stream URL, give it a name, and assign it to a store zone. Lexerus will begin processing the stream within seconds.

Zones let you label which area of your store a camera covers — e.g. 'Aisle 4' or 'Self-Checkout'. You set a zone name when adding or editing a camera. Zones appear in alert notifications so staff know exactly where to respond.

Search for Lexerus in the App Store or Google Play and sign in with your account credentials. Push alerts will be enabled automatically once you log in. Make sure notifications are allowed for the app in your phone settings.

From Settings → Team, enter the email address of the person you want to invite. They'll receive an email with a link to set their password. Staff accounts can receive alerts and review incidents but cannot change account or billing settings.

Each camera frame is analysed for the presence of people and then checked for suspicious behaviours such as concealment, loitering, bag-opening, and tag removal. A suspicion score is calculated per person and rises as behaviours accumulate or dwell time increases.

NONE means no unusual activity. LOW is triggered by extended dwell time alone. ALERT means one or more suspicious behaviours have been detected. HIGH means multiple signals are present simultaneously. CONFIRMED means a behaviour has been detected across multiple frames and an alert is dispatched.

Go to Settings → Detection. You can adjust how long a person must dwell before LOW and ALERT levels are raised, and how many confirmation frames are required before a CONFIRMED alert is sent. Lower thresholds catch more activity but may increase false positives.

The most effective steps are: ensure cameras have good lighting and a clear view of the area, avoid pointing cameras at mirrors or reflective surfaces, increase the confirmation frame count in detection settings, and mark repeated false alerts as 'Dismissed' in the incident workflow so the system can learn.

Open an alert from the Alerts tab to see the snapshot, video clip, camera zone, and suspicion level. You can mark it as Reviewed, Escalate it to your loss prevention team, or Dismiss it if it was a false positive. Each status change is logged with a timestamp.

Once an incident has been dealt with — staff responded, footage saved, report filed — open the alert and set its status to Resolved. Resolved incidents stay in your history for audit purposes but are filtered out of the active alerts view.

From the Alerts tab, use the filter to select a date range and status, then click Export. A CSV file will download with all matching incidents including timestamps, camera names, zones, suspicion levels, and resolution status.

Click the camera name in the Cameras tab to open the live stream. Detection overlays are drawn in real time — green boxes for people, amber for low-suspicion, red for ALERT and above. The stream is encoded in-browser; no additional software is required.

Go to Settings → Billing and click Change Plan. You can upgrade immediately — the cost difference is prorated for the remainder of your billing period. Downgrades take effect at the start of your next billing cycle.

From Settings → Team you can invite new members, remove existing ones, and view who last logged in. Removing a member immediately revokes their access and deletes their push notification token.

On the login screen, click Forgot password and enter your email address. You'll receive a 6-digit OTP code. Enter the code, then set your new password. OTP codes expire after 10 minutes.

Go to Settings → Billing and click Cancel subscription. Your access continues until the end of the paid period. After 90 days your data is permanently deleted. If you change your mind within that window, contact hello@lexerus.com to reactivate.