FAQ – Management / System & Data Management

FAQ – Management / System & Data Management

Access & Security

Why can’t I log in from home or outside the property?
Access is restricted to your property’s network when IP Security is enabled. If you are outside the approved network, you may need Remote Login access enabled for your user.
Should I disable IP Security to allow remote access?
No. Disabling IP Security is not recommended. Instead, enable Remote Login for specific users who need off-site access.
What’s the difference between Remote Login and adding an IP address?
Remote Login → Allows a specific user to log in from anywhere
Adding an IP → Allows access from a specific network (for all users with valid login credentials)
Notes
Remote Login is the recommended and more secure option for off-site users.
Why am I getting “Unable to login from this location”?
This typically indicates that you are attempting to access the system from outside the approved network. Remote Login may be required, but network configuration or IP Security settings should also be reviewed.
Can I add my home IP instead of using Remote Login?
This is not recommended. Adding an IP allows access from that entire network, not just one user. Use Remote Login for secure, user-specific access.
Can Visual Matrix Support enable Remote Login or update IP Security for me?
No. For security and liability reasons, these settings must be managed by a user at your property with appropriate access.
Why is Remote Login managed under IP Security?
Remote Login is part of the system’s access control structure and works alongside IP Security to determine where users can log in from and who is allowed to access the system outside the property network.
 

Multi-Factor Authentication (MFA)

Do I need both email and phone for MFA?
No. Users only need one:
- Email or
- Phone number

This is required to receive verification codes during login.
What happens if a user does not have email or phone set up before MFA is enabled?
They will not receive a verification code and will be unable to log in until their information is updated.
 

Network & Connectivity

What happens if our internet provider changes?
Your public IP address may change, which can block access if IP Security is enabled. You will need to update your IP Security settings from the new network.

System Backup & Data Protection

How do backups work in Visual Matrix Cloud?
Visual Matrix Cloud uses a Point-In-Time backup system to protect your data. This allows your database to be restored to a specific moment within the past 30 days.
In addition to point-in-time recovery, Visual Matrix also maintains:
- Weekly backups
- Monthly archives

These provide extended protection and support long-term data recovery.
What does this mean for my property?
If data needs to be restored, Visual Matrix can recover your system to a specific point within the last 30 days. For older data, weekly and monthly backups may be used depending on the situation.

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