rccmatrix.com
Support
Start with your organization's administrator
RCC Matrix accounts, roles, phone numbers, and escalation contacts are managed by your organization. Your administrator can resolve most issues directly, including:
- Adding you to the system or fixing a phone number that won't receive a sign-in code.
- Changing your role (reporter, coordinator, responder, commander).
- Updating on-duty rosters and escalation contacts.
- Deactivating an account or removing a device.
Contact PES support
If your administrator can't resolve the issue, or you don't know who your administrator is, email support@pes-hou.com with your organization name and a description of the problem. Include your device model and app version for technical issues. We monitor this mailbox on business days and prioritize incidents affecting active response operations.
Common questions
- I'm not receiving notifications. Check that notifications are enabled for RCC Matrix in your device settings, that Do Not Disturb / Focus allows them, and that you are signed in. Signing out deactivates alerts to that device by design.
- GPS won't capture my location. You can always type the site or pad name manually — reports never require GPS. Location permission can be re-enabled in device settings.
- I tapped "911 Already Contacted" — did the app call 911? No. That button only tells your response team that you already contacted emergency services yourself. The app never places emergency calls.
Privacy and account requests
To access, correct, or delete your personal information, contact your organization's administrator or email support@pes-hou.com. We respond within 30 days. Incident and audit records are retained for the periods described in our Privacy Policy and may be de-identified rather than deleted where retention is required.