Working with Visual Matrix Support Safely (PMS)
Visual Matrix technicians may occasionally need remote access to your hotel computer to provide assistance. Knowing how legitimate support works — and how to spot fraudulent attempts — is essential to protecting your property from social engineering attacks.
Every Support Request Creates a Ticket
Each call or email to our Client Experience team generates a ticket number.
All tickets are visible in the Visual Matrix Support Portal at help.visualmatrix.com.
For security, register for the support portal using the same email address you use to open tickets.
Only One Way to Connect Remotely
Visual Matrix uses only Zoho Assist for remote support.
You will receive a secure link at the email address associated with your ticket.
If you cannot access your email, you may be redirected to the unique Visual Matrix URL: visualmatrix.com/connect.
Visual Matrix never uses TeamViewer, join.zoho.com, or any other remote tools.
If someone instructs you to use one of these, disconnect immediately, alert management, and call Visual Matrix Support at +1 (214) 291-4000 for verification.
Sensitive Information Is Never Requested
Visual Matrix staff will never ask for your password, guest credit card numbers, or other sensitive data.
If anyone requests this information, it is not a legitimate Visual Matrix representative.
Verifying a Caller’s Identity
If you are ever unsure about a caller claiming to be from Visual Matrix:
- Ask for their name and ticket number.
- Hang up the phone.
- Call our published support number: +1 (214) 291-4000, option 1.
- Provide the technician’s name or ticket number to confirm their identity.
Always use the published Visual Matrix support numbers. Never trust numbers given verbally by a caller or included in suspicious emails.
Social engineering attacks often begin with fake “support” calls. By knowing how Visual Matrix technicians legitimately operate — tickets, Zoho Assist links, and official phone numbers — you can stop scams before they succeed.
Still need help with this topic?
Ask Yourself:
- Did I receive a ticket number for my support request?
- Was the remote access link sent to my registered email or accessed via visualmatrix.com/connect?
- Did anyone ask me to install or use TeamViewer, join.zoho.com, or another tool?
- Was I asked for a password, credit card number, or other sensitive information?
- Did I verify the technician’s identity by calling the official support line?
Support May Ask You:
- What is the ticket number associated with your request?
- Which method were you asked to use for remote access?
- Did you receive the remote access link through your support portal or email?
- Was any sensitive information requested during the call?
- What phone number or email address did the suspicious request come from?
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