Lorex Customer Service Phone Number, Technical Support and Warranty Help

Eric Strand

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Need help with a Lorex camera, recorder, video doorbell, account, mobile app, order, return, warranty claim or cloud subscription? Lorex provides North American customer support by telephone, online product support, chat and dedicated sales-support channels.

Lorex customer-service information reviewed and updated in July 2026.

How to Contact Lorex Customer Service

Lorex Telephone Menu

After calling 1-888-425-6739, select a language and then choose the appropriate department:

  • Technical Support: Press 1
  • Sales or Sales Support: Press 2
  • New Product Sales: Select Sales
  • Existing Order or Return: Select Sales Support

Technical support, sales and order support may have different operating hours. Calling during the hours listed for the correct department can reduce unnecessary transfers.

Which Lorex Support Route Should You Use?

Camera, Recorder or App Technical Support

Call 1-888-425-6739 and select Technical Support, or search the Lorex support center using the exact model number.

Technical support may assist with:

  • Cameras showing as offline
  • NVR or DVR setup
  • Missing live video
  • Playback or recording problems
  • Motion detection and alerts
  • Night-vision problems
  • Video doorbell setup
  • Device-password resets
  • Mobile-app access
  • Firmware and software
  • Camera and recorder compatibility
  • Warranty troubleshooting

Order, Delivery or Return Help

Use the sales-support option at 1-888-425-6739, email sales-support@lorex.com, or use the online return portal.

Have the Lorex order number, purchase email address, delivery date, product model and requested resolution ready.

Pre-Purchase Sales Questions

Call the main number and select Sales, use Lorex chat or email sales@lorex.com.

Before placing an order, confirm:

  • Camera and recorder compatibility
  • Required cabling and power supplies
  • Maximum supported camera count
  • Hard-drive capacity
  • Mobile-app compatibility
  • Cloud-storage compatibility
  • Smart-home integration
  • Warranty period
  • Return restrictions
  • Whether professional installation is required

What to Have Ready Before Contacting Lorex

  • Product model number
  • Recorder, camera or accessory serial number
  • Purchase date and seller
  • Order number or receipt
  • Lorex account email address
  • Name of the Lorex app being used
  • Phone or tablet model
  • Operating-system version
  • Recorder or camera firmware version
  • Exact error message
  • Date and time the problem began
  • Previous Lorex support case number
  • A concise description of the requested resolution

Provide passwords, device QR codes, verification codes, serial numbers and footage only through an authorized Lorex support channel. Do not publish them in a customer review.

Which Lorex App Should I Use?

Lorex products do not all use the same mobile application. Using the wrong app can prevent device setup, login or remote viewing.

  • Lorex Connect: Lorex’s newer app ecosystem for current compatible security cameras and systems
  • Lorex Classic: Formerly called the Lorex App and used with select legacy and Fusion systems
  • Lorex Pro: Intended for professional-grade and commercial Lorex systems

Check the product packaging, manual, support page or compatibility chart before downloading an app. Search using the exact recorder or camera model rather than assuming every Lorex product works with Lorex Connect.

Do not delete an older app or remove a device until you confirm which application supports the system and that the account can be recovered.

Lorex Camera Is Offline or Will Not Connect

Try these basic steps before contacting technical support:

  1. Confirm that the camera, recorder and network equipment have power.
  2. Check cables, connectors, power adapters and network ports.
  3. Verify that the internet connection is working.
  4. Restart the camera or recorder using the product’s documented procedure.
  5. Restart the router when appropriate.
  6. Open the correct Lorex app and check whether an update is available.
  7. Search Lorex support using the exact model number.
  8. Check for compatible firmware updates.
  9. Record any status-light pattern or error message.
  10. Contact Lorex if the device remains offline.

Avoid performing an undocumented factory reset until you have saved important settings, footage and account information. A reset can remove network settings or require the device to be added again.

Lorex Recorder Is Not Recording or Playing Video

A recording problem can involve the hard drive, recording schedule, camera connection, storage settings, firmware, display resolution or application.

Before contacting support:

  • Confirm the correct date, time and time zone.
  • Check whether continuous, motion or event recording is enabled.
  • Review the recorder’s hard-drive status.
  • Verify that cameras display live video.
  • Check whether the problem affects one camera or the entire system.
  • Test playback directly from the recorder when possible.
  • Search the Lorex support page for the recorder model.
  • Back up important recordings before formatting or replacing a hard drive.

Lorex’s warranty does not cover lost footage or data-recovery costs. Save important recordings before shipping, resetting, formatting or replacing equipment.

Lorex Password and Account-Recovery Help

Lorex account passwords, camera passwords and recorder passwords may use different reset procedures.

Use the official Lorex password-reset page and choose the option that matches the product:

  • Lorex website account
  • Lorex Connect account
  • Lorex Classic account
  • Standalone Wi-Fi camera
  • NVR or DVR recorder

Verification codes may be sent to the email address associated with the account. Check spam or junk folders before requesting multiple codes.

Never give an unsolicited caller your Lorex password, one-time verification code or remote access to your phone, computer, recorder or router.

Lorex Returns and 30-Day Money-Back Guarantee

Eligible products purchased directly from Lorex.com can generally be returned within 30 days after delivery.

Important conditions include:

  • The product should be returned in its original packaging.
  • The product must not be damaged or abused during testing.
  • The customer is generally responsible for return shipping.
  • Original shipping charges are not refundable.
  • Eligible returns completed within 30 days do not normally have a restocking fee.
  • Factory Certified products are identified as final sale.
  • Some clearance or specially identified products may have different terms.

The Lorex money-back guarantee applies to eligible purchases made directly through Lorex. Products purchased from Costco, Amazon, Best Buy, another retailer or a marketplace seller are generally subject to that seller’s return policy.

How to Start a Lorex Return

  1. Open the Lorex return portal.
  2. Enter the order number and purchase email address.
  3. Select the product and return reason.
  4. Upload requested information or photographs.
  5. Review and accept the applicable return terms.
  6. Obtain the return merchandise authorization.
  7. Package the equipment securely.
  8. Use the provided return instructions and retain tracking information.

Do not mail a return to Lorex’s head office without first obtaining the correct return authorization and destination.

Lorex Warranty Claims

Lorex products generally include a one-year limited hardware warranty from the documented purchase date. The warranty is normally limited to the original purchaser and products purchased directly from Lorex or an authorized reseller.

Lorex may choose to repair a defective product, replace its parts or provide a new or refurbished replacement of the same, similar or materially equivalent model.

Warranty Period Exceptions

  • Standard Lorex hardware: Generally one year
  • PTZ camera moving parts: Generally six months
  • Many accessories and consumables: Generally 90 days
  • Special products: The product page or packaging may specify a different warranty period
  • Extended plans: Separate protection may be available through Extend

The limited hardware warranty does not generally cover software, mobile applications, cloud services, data loss, installation labor, removal costs or damage caused by misuse, unauthorized repair, improper installation, electrical problems, water, excessive heat, accidents or incompatible accessories.

How to Submit a Lorex Warranty Claim

  1. Register the product when required.
  2. Locate the dated receipt or invoice.
  3. Contact Lorex technical support.
  4. Complete the requested troubleshooting.
  5. Obtain a return authorization before shipping equipment.
  6. Back up important footage and settings.
  7. Package the product securely.
  8. Retain the tracking number and support case.

The customer may be responsible for shipping the product to Lorex. Lorex states that it covers shipment of an approved replacement back to the customer.

Out-of-warranty technical diagnosis may still be available, but free product replacement is not included after warranty expiration. Repair inspection and shipping costs can apply.

How to Cancel a Lorex Cloud Subscription

Lorex Cloud subscriptions automatically renew unless canceled at least 24 hours before the end of the current subscription period.

The correct cancellation route depends on where the subscription was purchased.

Apple App Store

  1. Open the iPhone or iPad Settings app.
  2. Tap your name.
  3. Select Subscriptions.
  4. Select the Lorex subscription.
  5. Follow the cancellation instructions.

Apple handles refund requests for subscriptions processed through the Apple App Store.

Google Play

  1. Open Google Play.
  2. Tap the profile icon.
  3. Select Payments & subscriptions.
  4. Select Subscriptions.
  5. Select Lorex and follow the cancellation instructions.

Google Play handles refund requests for subscriptions processed through Google Play.

Direct Lorex Cloud Subscription

Sign in at cloud.lorex.com and manage or cancel the plan through the Lorex Cloud portal.

Important: Returning, disconnecting, removing or replacing a Lorex camera does not automatically cancel its associated cloud subscription.

After cancellation, access generally continues through the end of the paid period. Download important cloud recordings before the subscription expires because access to stored cloud content can end when the paid term concludes.

Unexpected Lorex Charge

An unfamiliar Lorex charge may be connected with:

  • A camera or recorder purchase
  • An accessory or replacement order
  • A Lorex Cloud monthly or annual renewal
  • An Apple App Store subscription
  • A Google Play subscription
  • An Extend protection plan
  • A purchase made by another household or business user

Review the Lorex order history, Lorex Cloud portal, Apple subscriptions, Google Play subscriptions and email receipts. Contact Lorex or the applicable app store after identifying who processed the charge.

If the charge remains unauthorized, contact your bank or card issuer promptly. Additional steps are available in the ChargeOnMyCard.com guide to unrecognized bank and credit-card statement charges.

Lorex Account Security and Privacy

Security-camera accounts can contain live video, recorded footage, household activity, business operations, visitor information and device-location details.

Protect the account by:

  • Using a unique password not used on another website
  • Enabling two-factor or two-step verification when available
  • Keeping account recovery information current
  • Removing former household members, employees and contractors
  • Limiting shared-user permissions
  • Keeping Lorex apps and firmware updated
  • Reviewing unknown login or sharing activity
  • Changing passwords after suspected unauthorized access
  • Protecting device QR codes and serial numbers

Lorex Connect account settings may allow users to update profile details, change passwords, manage shared users, export account information and delete the account. Deleting an account can permanently remove access, so save needed recordings and resolve support issues first.

Privacy questions can be sent to privacy@lorex.com.

Do not publish camera footage, exact camera locations, passwords, verification codes, serial numbers, device QR codes, account email addresses or private household information in a public review.

Lorex Product Recalls and Safety Notices

The U.S. Consumer Product Safety Commission has published recalls involving certain older Lorex video-monitor and baby-monitor models because their batteries could overheat, swell and pose a burn hazard.

2018 Lorex Video Monitor Recall

The 2018 recall covered specified serial-number ranges for these models:

  • LW2751
  • LW2752
  • LW2962H

2016 Lorex Baby Monitor Recall

The 2016 recall covered these Care ‘N’ Share video baby-monitor models:

  • WL3520
  • WL4320
  • WL3401

These recalls do not apply to every Lorex product. Check the exact model and serial number against the official CPSC notice. Stop using an affected monitor and follow the current remedy instructions if the product matches a recalled model.

Lorex Customer Service Is Not an Emergency Service

Do not wait for ordinary Lorex technical support during an active break-in, fire, medical emergency, dangerous situation or immediate threat.

  • Call 911 or the appropriate local emergency service when someone is in danger.
  • Contact law enforcement to report a crime.
  • Preserve and export relevant footage as soon as it is safe to do so.
  • Use Lorex support for equipment, account, application, recording and warranty problems.

Some eligible Lorex products or plans may offer monitoring-related features, but ordinary customer support does not replace emergency dispatch.

How to Escalate a Lorex Customer-Service Complaint

  1. Call 1-888-425-6739 and select the correct department.
  2. Provide the product model, purchase date and order information.
  3. Complete reasonable troubleshooting and record the results.
  4. Ask for a support case or reference number.
  5. State the specific resolution requested.
  6. For an order or return, email sales-support@lorex.com.
  7. For an unresolved technical problem, ask whether the case can be reviewed by a supervisor or warranty specialist.
  8. Save transcripts, emails, photographs, tracking numbers and receipts.
  9. For retailer purchases, contact the retailer when its return or protection policy applies.
  10. For privacy concerns, contact privacy@lorex.com.

Do not mail cameras or recorders to Lorex’s head office without an approved return authorization and correct shipping instructions.

Lorex Corporate Office and Ownership

  • Company: Lorex Technology Inc.
  • Affiliated U.S. Company: Lorex Corporation
  • Head Office and Mailing Address: 250 Royal Crest Court, Markham, Ontario L3R 3S1, Canada
  • Customer Service and Technical Support: 1-888-425-6739
  • Company Type: Privately held

Lorex was formerly owned by Dahua Technology. Dahua announced the sale of Lorex to Taiwan-based Skywatch in 2022. Lorex’s current consumer website does not prominently identify a separate parent company, and subsequent corporate-control filings indicate that its ownership structure should not be oversimplified.

The customer-service number is not identified as a separate corporate switchboard. Begin with technical support, sales support, privacy or the appropriate online portal before sending correspondence to the Markham office.

Lorex Customer Service Reviews and Complaints

CustomerServiceNumbers.com currently shows 0 published Lorex reviews and a rating of 0 out of 5 stars.

Because no reviews are currently published on this CSN page, there is not enough information to identify a reliable positive or negative Lorex customer-service trend.

Customers may use the review section below to describe firsthand experiences involving:

  • Technical-support calls
  • Camera or recorder setup
  • Offline equipment
  • Mobile-app problems
  • Password resets
  • Missing recordings
  • Returns and refunds
  • Warranty replacements
  • Cloud subscription billing
  • Order delivery
  • Privacy or account-security concerns

Privacy warning: Do not post camera footage, exact camera locations, passwords, verification codes, device QR codes, serial numbers, order numbers, payment information, account email addresses or other sensitive security information.

Frequently Asked Questions

What is the Lorex customer-service phone number?

Lorex’s primary North American customer-service and technical-support number is 1-888-425-6739.

What are Lorex’s technical-support hours?

Lorex currently publishes technical-support hours of Monday through Friday, 10:00 a.m.–9:00 p.m. EST.

Does Lorex have weekend support?

Lorex publishes weekend hours for Sales and Sales Support of Saturday and Sunday, 9:00 a.m.–6:00 p.m. EST. Its current contact page does not list weekend technical-support hours.

How do I return a Lorex product?

For an eligible direct Lorex purchase, use the Lorex return portal with the order number and purchase email address. Retail purchases generally follow the retailer’s return process.

How long is the Lorex warranty?

The standard limited hardware warranty is generally one year from the documented purchase date. Some components and products have shorter, longer or different coverage.

Does Lorex pay return shipping?

For an ordinary 30-day direct-purchase return, the customer is generally responsible for return shipping. For a warranty claim, the customer may be responsible for shipping the product to Lorex, while Lorex states that it pays to ship an approved replacement back.

Which Lorex app should I use?

It depends on the product. Lorex Connect supports newer compatible products, Lorex Classic supports select legacy and Fusion systems, and Lorex Pro is intended for professional systems. Check the model before downloading an app.

How do I cancel Lorex Cloud?

Cancel through Apple Subscriptions, Google Play Subscriptions or the Lorex Cloud portal, depending on where the subscription was purchased. Cancel at least 24 hours before renewal.

Does returning a Lorex camera cancel the cloud subscription?

No. Lorex states that returning a device does not automatically cancel its associated cloud subscription.

How do I report a Lorex privacy concern?

Email privacy@lorex.com. Do not send private footage or account credentials unless Lorex requests them through a secure official process.

Are Lorex cameras recalled?

CPSC has issued recalls for specified older Lorex video-monitor and baby-monitor models. The recalls do not apply to every Lorex camera. Check the exact model and serial number.

Where is Lorex headquartered?

Lorex identifies its head office at 250 Royal Crest Court, Markham, Ontario L3R 3S1, Canada.

Related Customer Service Pages

Why Trust CustomerServiceNumbers.com?

CustomerServiceNumbers.com has helped consumers locate company-support information and share customer-service experiences since 2004.

This page distinguishes Lorex technical support from sales, order support, retailers, installers, app stores, cloud billing providers, warranty administrators, emergency services and corporate correspondence.

CustomerServiceNumbers.com is independent and is not owned by or affiliated with Lorex Technology Inc., Lorex Corporation, Skywatch, Extend, Apple, Google, Amazon or any Lorex retailer or installer.

Share Your Lorex Customer Service Experience

Have you contacted Lorex about a camera, recorder, app, password, order, return, warranty claim, cloud subscription or privacy problem? Share your firsthand experience below to help other customers understand what happened and whether the issue was resolved.

Describe the support route used, product type, general problem, response time and outcome. Do not disclose private footage, credentials, device information or payment details.

Page Update Note

This Lorex customer-service page was updated in July 2026 to verify the primary North American phone number; correct technical-support, sales and sales-support hours; add telephone-menu guidance, sales and order-support emails, current support and return portals, password and compatibility help, Lorex Connect, Lorex Classic and Lorex Pro information, 30-day return guidance, warranty terms and exceptions, cloud-subscription cancellation instructions, account-security and privacy guidance, older model-specific CPSC recall information, current Markham head-office details, qualified ownership information, and the current zero-review CSN status.

Customer Service Numbers Disclaimer

CustomerServiceNumbers.com is not affiliated with Lorex Technology Inc., Lorex Corporation, Skywatch, Lorex retailers, installers, app stores, cloud providers, warranty companies or emergency services.

CSN cannot access Lorex accounts, view footage, reset passwords, repair equipment, authorize returns, issue refunds, cancel cloud subscriptions, approve warranty claims or dispatch emergency responders.

Telephone numbers, hours, email addresses, product compatibility, apps, warranty terms, return policies, subscriptions, recalls, ownership and corporate information can change. Verify important information through Lorex, the applicable retailer, app store, payment provider or government recall notice.

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