Get help from Vidmatics.
Open a support request, find documentation, or reach the Vidmatics support team directly.
How to get help
Open a support request
Use the Support Request form to submit a ticket for hardware issues, platform questions, account changes, or installation follow-ups. Include your fleet name, a description of the issue, and the affected device ID or vehicle number if applicable. Support tickets are acknowledged within one business day and routed to the appropriate Vidmatics team.
Contact your account manager
Vidmatics clients have a dedicated account manager who handles both reactive support and proactive account reviews. Your account manager is the fastest path for urgent issues, contract questions, and hardware additions. Contact information is in your deployment completion summary.
Samsara platform support
For questions specific to the Samsara platform — login issues, data access, feature configuration — Samsara's support team is available directly through the platform. Vidmatics can also escalate platform issues on your behalf if coordination with Samsara's product or engineering teams is required.
Common support topics
Device offline or not reporting
If a vehicle gateway or asset tracker shows offline in the Samsara dashboard, first check vehicle power — most offline events are caused by disconnected power leads, blown fuses, or vehicles parked in no-coverage zones. If the device has been offline for more than 24 hours after the vehicle returned to service, open a support request with the device ID and last-seen timestamp.
Camera footage not available
Event-triggered footage is retained for 14 days by default. Footage requested outside that window may require an additional storage subscription. If footage for a recent event is missing, check whether the event was captured in a low-connectivity area — footage uploads when the vehicle returns to cellular coverage. Manual video pull requests can be submitted through the Samsara platform or through Vidmatics support.
Driver app enrollment issues
If a driver cannot enroll in the Samsara Driver app, verify that their driver record in the Samsara dashboard includes a valid email address and that the invitation email was not filtered as spam. Vidmatics can reset driver invitations and troubleshoot app login issues through your account manager.
Adding vehicles or devices to an existing deployment
Hardware additions to an existing Samsara deployment require a purchase order for new devices and a subscription amendment. Vidmatics manages both the hardware order and the Samsara subscription update. Contact your account manager or open a support request tagged 'fleet expansion' to initiate the process.
Warranty and replacement
Samsara hardware warranty
Samsara hardware is covered by a standard one-year warranty against manufacturing defects from the date of activation. Extended warranty coverage is available through Samsara's protection plans. Vidmatics coordinates all warranty replacement requests — if a device fails under warranty, contact your account manager with the device ID and a description of the failure.
Replacement and swap process
Warranty replacements are typically shipped within 3–5 business days. Vidmatics can coordinate on-site replacement installation for fleets that prefer not to handle self-install, or provide step-by-step guidance for fleets with in-house maintenance capability.
Next step
Ready to move forward?
Vidmatics™ deploys and supports Samsara across fleets of every size. Our team can answer questions, build a quote, or schedule an install.