For Users

To delete an account, in the Ajax Security System mobile app:

1. Click on the menu icon . Select App settings.
2. Select Edit account.
3. At the bottom of the screen, click Delete account and confirm the action by clicking Yes, delete.
4. If your account is linked to spaces, a screen will open with a list of such spaces. Click the Next button. Please note that you will not have access to these spaces after deleting your account.
   

   If you are the last user with admin rights in the space, delete the space first. To do this, click Leave space in the space settings, and then delete the account.

5. Confirm account deletion by entering two verification codes. Codes will be sent to the phone number and email linked to the account.
6. Click the Delete account button and wait a few seconds. After the process is completed, a message on the screen indicates that the account has been successfully deleted.

You cannot cancel deleting your account after step No.6.

1. Click on the menu icon in the upper left corner of the screen. Select Report a problem.







In the Ajax PRO app, the menu button is available only on the screen with the list of hubs linked to an account.

2. A window to describe the problem will open. Describe it in as much detail as possible. Specify the exact time or period when the problem occurred. Click Report a problem.
3. The page for selecting an app to send a report will open. Select the email client you are using. If you took a screenshot or video screen capture showing the problem, attach it to your email.



4. Send your report.


The problem report is sent to [email protected]. Please do not change the email address for sending a problem report.

You can also send a problem report directly to the support service via Telegram. For this:

1. When the page for choosing an app opens, select Telegram.
2. In the app’s search bar, enter @AjaxSystemsSupport_Bot. This is the Ajax technical support team chatbot.
3. Send a message to the chatbot. Screenshots, screen recording or additional description of the problem can be sent in a follow-up message.

The technical support chatbot does not receive voice and video messages. If you want to send a video file, its size should not exceed 20 MB. If the file size is more than 20 MB, upload the video to the file hosting service and send the technical support team a link to the file, having previously opened access to the file.

Our support team works 24/7/365. Once the request is received and processed, technical support service will respond to the email or Telegram from which this request was sent.

1. Click on your account avatar in the upper right corner of the screen. Select Report a Problem.



2. A window to describe the problem will open. Describe it in as much detail as possible. Specify the exact time or period when the problem occurred. The email and username associated with the account are automatically entered in the form. This email address will receive a response from our technical support service. Check the data, and correct it if needed.



3. If you took a screenshot showing the problem, please attach it to your email.
4. Click the Send button. A report with log files will be sent to the technical support service.

Our support team works 24/7/365. As soon as the request is received and processed, the technical support team will respond to the email from the form.

Ajax apps can be installed on a smartphone from App Store or Google Play. If you don’t have such applications, you can download the installation APK file of the Ajax app through specialized services.

We do not guarantee the correct operation of Ajax apps downloaded through third-party services.

Please, check that the Allow installing applications from unknown sources option is enabled in the smartphone’s settings (depending on the phone model, the option name may vary). When enabled, run the downloaded APK file to install the app.

Two-factor authentication is supported by the following apps:

• Ajax Security System 13.0 and later for iOS
• Ajax Security System 5.0 and later for Android
• Ajax PRO 13.0 and later for iOS
• Ajax PRO 5.0 and later for Android
• Ajax PRO Desktop 2.5 and later for Windows and macOS

Most likely, several users are receiving SMS alerts. For example, if three people receive SMS alerts, then each notification is sent out three times.

We would like to recommend you to activate SMS and calls in case of alarms. SMS and calls can be activated in User settings (Ajax app → Devices → Hub → Settings → Users → User Settings ).

The user identifier is a unique number which is assigned by the hub to the specific user being added.

If the user has several hubs, they will be assigned their own unique number in each hub

Your own user identifier can be found in the profile settings (Hub → Settings → User settings ).

Your identifier and combinations for using the keypad personal password are displayed in the settings menu.

To delete a group:

At the moment, it is impossible to delete all groups from the hub. To completely remove all groups, the hub must be returned to the factory settings!

To disable the group mode, go to groups settings (Hub → Settings → Groups) and deactivate the group mode.

The ID of the group is a number of the group, which is necessary for arm separate groups from the keyboard.

The group number (ID) is displayed in the group settings (Hub → Settings → Groups).

In hubs with the firmware version OS Malevich 2.6 and latest hub administrator can limit the user’s access to the following functionality:

• Night mode activation (perimeter security)
• Panic Button
• View cameras
• Turning on/off automation devices
• View devices and rooms
• View notifications

All these settings you can find in the user’s settings (Hub → → Users → User settings ).

The rights to the group, viewing notifications, devices and rooms can only be removed from the user account!

The second IP address is a backup in case of direct connection to the Central Monitoring Station (CMS).

If the main IP address is not available, the hub uses the second IP address to send events.

The direct connection (Monitoring Station tab) is the channel used to transmit hub events directly to the Central Monitoring Station (CMS) of the security provider, bypassing our server.

When direct connection is used, all events are communicated directly to the security company’s central monitoring station without affecting the functioning of the Ajax apps. If the direct connection is lost for any reason, the server acts as a redundant communication channel.

You can connect any IP camera using RTSP to the Ajax security system. In total, you can connect up to 10 cameras to Hub, up to 25 cameras to Hub 2, Hub Hybrid up to 50 cameras to Hub Plus, and up to 100 cameras to Hub 2 Plus.

Dahua cameras and video recorders can be added by scanning their QR codes (similarly to Ajax devices). And EZVIZ, Hikvision and Safire video surveillance systems can be added to the hub with a few clicks. So you don’t have to waste time on setting up network equipment.

Video recorders allow you to bypass the limit on the number of video surveillance devices that can be connected to the hub. The video recorder is a single device to which you can connect multiple video cameras. The video stream from each camera will be available in the Ajax app.

You need to click on the Number field, enter the balance check USSD code (available from the mobile phone service provider).

After entering the number, click “Check balance”. It takes about a minute to complete the request. After the query is executed, you will see the status of the SIM card account.

To find out which version of the app you have, go to the Control tab at the bottom of the screen. Find information on the version in the bottom right corner.

The Android app is available for free download on Google Play.

How to install the Ajax application if I don’t have Google Play on my phone

From Android 5.0.

How to install the Ajax app if I don’t have Google Play on my phone

In order to change the password in the Ajax app:

1. Click Log in and then Forgot password.
2. Specify email or select the country and enter the phone number associated with the account that you are trying to restore access to. Click Next.
3. Enter the codes received by SMS and email. In order to restore access to your account, you must enter both codes.
4. Enter the new password in the appropriate fields and click Send.
5. Sign in using your new password.

If you do not have access to the email or phone number linked to your account, contact the support team

At the moment, management is implemented on the following platforms:

• Android 5.0 and later
• iOS 13.0 and later
• Windows
• macOS

It is possible. In the Ajax Security System application, on average, you can add up to 50 Hubs. Such an amount can withstand the average user’s smartphone, the number of the attached Hubs is not limited and depends only on the phone characteristics.

However, we do not recommend using the Ajax Security System application to monitor a large number of objects, for these purposes there is a solution for professional installers, Ajax PRO: Tool For Engineers.

Select Hub in the APP, and go to settings . Under the Users tab, select the user who wants SMS alerts. Go to that user’s settings and activate SMS.

Please note that SMS may attract additional costs depending on the terms of the tariff plan.

1. Open the Ajax app.
2. Select the space if you have several or use a PRO app.
3. Go to the space settings by clicking on the icon .
4. Go to Users.
5. Click the Send invites button.
6. Manually enter the email address of the person you want to invite to the space or select a person from your contacts by clicking the Add from contacts button.
7. Click Continue.

An invitation to control the system is sent to the specified email address. If the email user has an Ajax account, the space will automatically appear in the user’s app. The Users menu displays such a person in the Active users section.

If the user does not have an account, they must install the Ajax app for iOS or Android and use the email address provided when registering. In the Users menu, such a person will appear in the Pending invites section.

Go to the Devices tab , select the device you want to check.

1. Open the Ajax app and click on the menu icon in the upper left corner of the screen.
2. Select Account.
3. Then click Edit Account.

1. Click on the menu icon in the upper left corner of the screen. Select Report a problem.







In the Ajax PRO app, the menu button is available only on the screen with the list of hubs linked to an account.

2. Select the session from the list. The app stores log files of the last seven sessions. They are sorted by time, from most recent sessions to oldest.
3. A window to describe the problem will open. Describe it in as much detail as possible, and click Next.
4. Specify the exact time or period when the problem occurred. Click Next.
5. A page to send an email will open with an attached log file and a description of the problem. If you took a screenshot or video screen capture showing the problem, attach it to your email. To do this, click on the text letter field, then click on the Gallery icon and select the file.



6. Click on the blue arrow icon in the upper right corner of the screen to send the report.


The problem report is sent to [email protected] via the Mail app by default. To send a report, link or create at least one account in this app, if you have not done so earlier. Please do not change the email address for sending a problem report.

7. Go to the Mail app. Check your Sent folder to make sure the report has been sent.

Our support team works 24/7/365. Once the request has been received and processed, the technical support team will respond to the email from which the request was sent.

APP information can be found in the lower right corner, under the Control tab .

The iOS app is available to download for free in the App Store.

13.0 or higher. Compatible with iPhone, iPad and iPod touch.

The access to the Ajax web application was closed on October 30, 2018.

In January 2018, a warning was added to the web application:

We have developed the Ajax PRO Desktop application for PC. It is secured, protected, TLS-encrypted, and it has all the features of the Ajax PRO: Tool for Engineers mobile application.