Having trouble with your alarm system? Check the FAQs below.
1. Why do I need monitoring?
If your alarm were to go off while you’re away, who will call the police? Our 24-hour UL Listed Central Station monitoring center will notify local authorities when operators receive a signal. The police will then be dispatched to your home or business.
2. How do I power down my alarm system?
An alarm system should be powered down as a last resort to reset the system out of alarm status. The transformer must be located and unplugged. (Often the screw that secures the transformer to the outlet will need to be removed.) Once the transformer is unplugged you must also remove the battery connection. Both terminals on the battery should be unplugged to ensure the alarm system would shut down. Always contact us before powering down the system as a tamper alarm will be sent.
3. Why does my keypad display not ready?
Your keypad is informing you that the alarm system is not ready to turn on (arm). Common reasons for this are that a door or window is not completely closed, a motion detector may be sensing movement, or a previous alarm has not been cleared out of the memory. Correct the condition and the alarm system will be ready to arm.
4. How do I change the people listed on my call list?
It's simple. Residential Customers can call the Data Entry department at 1.866.701.4441 with your changes. Have your personal identification code ready in order to make your changes. Commercial or Residential Customers may always fax changes to 866.461.3941 or email to firstname.lastname@example.org
. Make sure to tell everyone on your call list what to do in case they receive a call from us.
5. What if my system doesn't work correctly?
We will be happy to investigate any problems you're having with your equipment. Just call 1.800.877.0776 for any service-related issues.
6. If there's a problem, can you turn my system off from one of your offices?
Not normally, unless you subscribed for this additional service. Most systems are an independent unit and can only be turned off at your keypad.
7. My alarm went off accidentally, but I quickly put in the code and shut it off. I expected a call from your company, but no one called. Why not?
The system allows a brief period for you to turn off your system before an alarm signal is sent to the Monitoring Center. This gives you enough time to cancel the signal and prevent a false alarm. These signals are still transmitted to the Monitoring Center and you may always call to check on what we received.
8. If the power goes off, will my alarm system still work?
Yes, in case of a power loss, the back-up battery will activate to maintain your alarm protection for several hours. In the event your battery is low, a low battery signal will be sent to your Central Station so you can be notified.
9. If I have an emergency, should I call your company first?
No, if you have an emergency, call 911 first. If you are unable to call 911, then depress the panic or fire alarm button on your keypad, and our Central Station will request emergency services.
10. Am I responsible for testing my system regularly?
Yes, it is your responsibility to make sure that your system is in good working order. We regularly initiate a communications performance test. It's easy to test your system; just refer to your owner handbook or call the Secure Operations Center at 800.727.1668 and follow the simple instructions we will provide. If you find that a part of your system is not working properly, call us to request repair service.
11. I want to maintain my service address, but need to change where my bill is sent?
To change your billing address, please contact us directly at 1.866.593.3480.
12. Why are false alarms a problem?
False alarms can take police away from real emergencies. When your security system activates, it’s like dialing 911, the police respond thinking there is an emergency. False alarms can lead neighbors to ignore your alarm if it happens repeatedly. Taking the time to understand your system will prevent repeated false alarms.
13. What is the code number?
The code number is the number you enter on your security system keypad to turn your system on and of. If you want to change your code number, consult your security system manual for specific instructions. If you need help changing your code number, call our customer service number. Be sure that all family members, frequent guests, and anyone with access to your home is aware of your code number.
14. Forget your code number?
Please call the customer service number on your invoice. Unfortunately, while the problem can be solved, it may require a service technician to visit your home.
15. What is the Central Monitoring Station password?
This is your secret password that the Central Monitoring Station will require for identification when your alarm is activated. The primary purpose of this password is to cancel false alarms. It ensures the Central Monitoring Station that they are speaking to you, not an unauthorized person. It is also necessary to give your password to change any information stored at the Central Monitoring Station.
16. Forget your Central Monitoring Station password?
If you forget or give the Central Monitoring Station an incorrect password, they will send the authorities to investigate the situation. If you forget your password or would like to change it, call the customer service number.
17. Do I need to notify anyone if I change my phone number, address, or contact list?
Yes. Call the customer service number and notify them of these changes immediately. They will update your records at our office and relay this change to the Central Monitoring Station. It is imperative that we have your current phone number; otherwise the Central Monitoring Station operator will not be able to call your home to verify an emergency.
18. How can I learn more about my security system?
Your security system manual is an excellent source of information on your specific security system. You may have also received an end-user video that explains the operation of your security system. These tools can explain unique features and how to operate them. If you have misplaced or were not furnished with an owner’s manual for your security system, contract our customer service number and we will be happy to send you one.
19. How often should I test my security system?
Monthly. Each month you need to test your security system to ensure that it is working properly. Follow the instructions in your security system manual-you may need to contact your Central Monitoring Station to complete the test. Periodically testing your security system is the only way to ensure that it will function properly in the case of an emergency.