Password Reset - LTS Platinum (installer)
Password reset — installers & trade accounts
Reset a password on an LTS Platinum NVR, DVR or IP camera
This page is for licensed security installers resetting a password on a customer's system. You'll need proof of permission, a licence, and a photo of the unit's serial label — details below for NVRs, DVRs and IP cameras.
If you're a security installer with an active LTS Australia trade account, you always get priority support — contact your rep directly rather than using the queue below.
This process is for licensed installers only and requires a valid security licence. If you're a homeowner or end user trying to get back into your own system, head to our End-User & Homeowner Support page instead.
LTS Connect app
Locked out of the app, not the NVR?
Use "Forgot password" inside the LTS Connect app. This resets your app login only — it does not touch the NVR itself. If the recorder's own admin password is what you've lost, skip to the NVR reset process below.
NVR / DVR password reset
What we need before we can act
All three items below have to reach us before a reset pack can be issued. Incomplete requests go to the back of the queue.
service@LTsecurityinc.com.au — from your work email, not a personal address.
Include in your email
- Proof of permission to carry out a password reset on this system.
- A valid security licence or master licence — installer or company.
- A photo of the NVR label (underside of the unit), clearly showing model number and serial number.
Once we've verified your request
- Purchase a password reset support pack through LTS Mall — this is what triggers the reset.
- We'll issue your reset details once the checklist and purchase are both confirmed.
IP camera password reset
Same verification, different tool
Camera resets use the same proof-of-permission and licence checklist as an NVR, plus our IP scan utility to generate the reset file.
Steps 1–3, same as an NVR reset
- Proof of permission to carry out a password reset on this camera.
- A valid security licence or master licence.
- A photo of the camera label, clearly showing model number and serial number.
Generate and send the reset file
- Download and install Platinum IP Portal, our IP scan tool.
- Purchase a once-off professional service through LTS Mall.
- Export the XML file from IP Portal and email it to our service team.
