Basic Security Systems & General Info

Currently, only Horry County charges for false alarms.

False alarms can be reduced by becoming familiar with proper arming and operation of your alarm system. Train everyone who uses your system. Testing your system on a regular basis; monthly or weekly is suggested. Be sure all devices are properly mounted and are clear of dust and cobwebs. In instances where a door or window contact is going into alarm it could be caused by the door not closing properly or by a weak door magnet that needs to be serviced.

False Alarms are a growing problem in the industry. We verify all alarms we can to help reduce False Dispatch of responding agencies.

Most of the motion detectors installed today discriminate between pets and people. The standard motion detector will discriminate up to a 40lb pet. Depending on the size and number of animals you have a 100lb version is also available.

This will vary based on your systems communication format. Typically the signal is received in less than a minute.

Be sure the door you are entering is the door you requested for delayed entry / exit. Typically only one door is given delay. If you are now entering through a different door, delay will have to be added. Also be sure the system is not being armed in the instant mode, which will not allow for any re-entry. If you are entering from the correct door and your system is not arming instantly then there could be a malfunction with the door contact and service may be required.

Once a signal is transmitted to the Central Monitoring Station it is verified to the premise, if appropriate verification is not received, the police or fire are dispatched and the customer’s contact list is called. In the event of a Panic alarm or Duress Alarm we dispatch the police department first then call the customer’s contact list.

We do leave messages on the customer’s contact list, but we do not leave messages at the premise number for anything other than trouble alarms.

Typically, the monitoring station will call the premise before there is opportunity for someone to make an outgoing call. However, you may call the monitoring station toll free at 800-868-0063 and request that the alarm be canceled.

Some jurisdictions do require a key holder respond when they are dispatched. It is not always possible for the police to give the monitoring station a resolution. Actual response by a key holder is best.

It is possible for you to experience an alarm from a strong surge. The equipment we install has been designed and tested to resist False Alarms during power surges.

In some cases a dialer delay may be active on your system. If this is the case you may have turned your system off before the signal was transmitted. Another reason may be an interruption in your phone service that prevented the signal from being transmitted. The signal history can be checked in the monitoring software to see if the signal was received.

Actual police response is at the mercy of the police department. The alarm history can be checked in the monitoring software to verify that an alarm occurred.

No. The alarm system cannot communicate with the Central Monitoring station if the phone line is not available. A backup long range radio or cell back up can be installed for this purpose.

Police are dispatched first on Panic alarms.

The wireless Lynx system has this feature integrated into the basic system. The hardwired systems can add this feature by adding a Voice Module.

Normally the entry delay is set to 45 seconds. The effectiveness of the alarm is dependent on this time being as short as possible. This time can be configured based on your need.

This is normally determined by the installer and is kept to a minimum. We recommend only one door be given delay; however, more can be programmed to suit the customer’s needs.

Enter your four-digit user code twice. The first time will silence the alarm and the second time will reset the system.

The siren is programmed to stop after 12 minutes or at whatever time the installer has set. During Fire Alarms the siren does not silence until the panel is reset. Once the siren does silence the system is still armed and able to activate if another event happens.

In a Hardwired Alarm System the battery is found in the main control panel, which is usually located in a closet. There will be a red wire and a black wire connected to the battery. Unplug both wires from the existing battery and plug them back into the new battery. Be sure to connect the red wire to the red terminal of the battery and the black wire to the black terminal of the battery.

The exact panel location does vary form house to house. Typically they are placed in a closet, laundry room, or equipment room. The panel will be housed in a tan box mounted on the wall. If your home was wired by our Home Integration Team, your panel will be housed in your structured wire panel. If you have our wireless system the control panel is integrated in with your main keypad.

Did you lose power before you received the call? If so how long was the power out? In most cases the battery should maintain the system for 2 to 4 hours. If the power was out for a longer period of time the battery should automatically recharge. If the battery does not recharge properly you will be notified again in 24 hours. If you did not lose power or the power was off only a short period, the battery should be replaced.

We have no way of knowing what may be causing your battery to go down. For your safety we make you aware of this condition so you may take appropriate action. Low battery signals can be removed from your account but cannot be put on time schedules.

The battery will continue to operate the system until power is restored or the batteries are exhausted.

Battery life depends on the size of your system. In most cases a system will stay active for 2 to 4 hours. On smaller systems the battery may stay active for 4 to 8 hours. Additional batteries can be added if longer time is needed.

The batteries are designed to recharge after being drained. In the event the battery does not properly recharge a message will be displayed on the keypad. In this case the battery will need to be replaced.

All of the batteries in your system can be changed. The batteries can be purchased at several local stores, such as Lowe’s, Home Depot and Batteries Plus.

Not necessarily, but it is a good idea for someone to be able to gain access to the house in the event of trouble or if the system should malfunction.

This is your choice. In order for them to stop an alarm or get any information about your account they will need this information.

Enter your four-digit user code followed by the bypass key (6) and the 2-digit zone number you wish to bypass. Sequence must be entered continuously or the sequence will not be accepted.

As long as you have your current Pass Code you can contact our business office at 369-7233 to change this information.

For your protection, Pass Codes are given out over the phone only when appropriate identification information is received.

Central Monitoring Station information is verified based on your account records in the monitoring software. If your pass code is not correct you will need to provide ID in order to obtain the correct Pass Code. If it is correct contact HTC at 369-7233 to have your account records reviewed.

Duress codes should be used only when the system has to be disarmed under a “stressful” situation. When a “Duress” alarm is sent to the central station, police are immediately dispatched without alarm verification.

Please call 369-7233 for more information.

If you hold down the panic or fire alarm buttons on the keypad for 1 to 3 seconds, an alarm is transmitted to the central station, and emergency services are dispatched immediately. An alarm received in this manner cannot be canceled.

Please refer to your user manual for these instructions. You will have to have your “Master Code” in order to perform this function. Your “Master Code” is recorded in your user manual.

Yes. All systems installed today have the ability to program more than one user code. Depending upon the type of system you have, the total number of codes may vary.

With the proper Pass Code, your account information can be updated by calling our business office at 369-7233.

Door contacts can be removed. It is recommended that a technician remove them from the system so that other devices can be used during a remodel. If the door is being replaced, special care should be given to the wiring during this time. Charges may apply if a technician is sent.

You should be able to paint around detectors – DO NOT PAINT THE DETECTORS. If you wish to take them down you should schedule a service call.

In order to properly test a glass break detector a special piece of test equipment is required. To have a technician come out and test for you please call our business office at 369-7233. Charges may apply.

In the event no telephone line is available, Long Range Radio or Cellular can be used to transmit alarm signals.

It is possible for your alarm system to affect your phone. A RJ31X jack is installed at each control panel. By unplugging this jack you will disconnect the alarm system from the phone system. If the phones begin to work, then the problem is in the Alarm Panel. If there is no change, then the problem is in the RJ31X jack or somewhere else in the phone system.

The alarm system is wired to take priority over all phones within the house. This prevents the system from being defeated when a phone is “off hook” in the house.

No. Your alarm system is designed to seize your phone line in order to call the Central Monitoring Station. It will then release the line in order for the monitoring station to call for verification.

Alarm panels have the ability to answer incoming calls. The caller will hear a “Fax” like tone or the words “System – System”. This feature is activated by calling the residence and allowing the phone to ring one time, and then calling back to the same number. This feature is used by our download software to access your programming when changes are needed, or for your system to be controlled by you via a touch tone phone if available.

Any type of motion sensor should not be armed in the area you are sleeping. If motions are armed in other parts of the house, your system will have to be disarmed before leaving the sleeping quarters. In most cases this has already been programmed for you. You can use the STAY mode while sleeping or are in the house. This feature turns off all interior devices and keeps your perimeter armed. The AWAY feature arms every device in the system and assumes you are leaving the house.

The standard range for these devices is 200ft. This may vary depending upon your area, your surroundings, or the strength of the device’s battery.

Most systems have the ability to support both wired and wireless devices. In some cases, wireless devices can be retrofitted to work with older alarm systems.

Call 369-7233 to have your remote disabled.

“AC” loss is an indicator that electrical power has been removed from the system. If you are not experiencing a power outage, check all of your circuit breakers. Service may be required.

This indicates an alarm has occurred. This information will continue to be displayed until you enter your user code and press “Off” (1).

The “Stay” mode also allows for Entry / Exit delay times. If no delay is needed, arm the system in the “instant” mode. This will not allow any Entry time.

“6F” or “BF” is an error code associated with a Long-Range Radio backup system. When these codes are displayed, the Radio has lost connection with the Network used to report your alarms in the event your telephone service is unavailable. Service is required.

This normally means that electrical power has been removed from the system and the battery has been exhausted. Check all of the circuit breakers. If none are tripped and you have power in your home service will be required.

“CA” is displayed on the keypad when the alarm has been activated but the system was turned off with a user code before it could communicate with the Central Monitoring Station. In most cases no signal was ever sent to the Central Monitoring Station.

Enter your four-digit code followed by the chime key (9).

Enter your four digit code followed by the function key (3), then (6) and (3). Now follow the voice prompts to set the time and date.

“DC” will appear anytime the download software has been used to access the control panels programming.

Any time a zone is faulted it will display on the keypad. This could mean a door or window is open or there may be movement in the area of a motion detector. The system cannot be armed at this time. The fault must be cleared to set the alarm.

“FC” will appear on the keypad anytime the alarm system tried to report an event to the central station and the message was not received. The most common reason this may happen is due to phone service not being available, some type of call block being put on the phone line, or some other type of telephone line trouble.

Your system has an integrated message center. Press function key (#) and then press (3) to listen to your message.

“OC” is displayed on the keypad when communication has been lost between the keypad and the control panel.

A solid “Ready” light indicates that system is ready to be turned on. A blinking “Ready” light indicates that a door or window is open, or there may be movement in the area of a motion detector.

The “Ready” light indicates if the system is ready to be turned on. This indicates that a door or window is open, or there is movement in the area of a motion detector.

The wireless Lynx system has the ability to operate as a speakerphone. Calls can be placed or answered from this location. This feature can be disabled.

“Standby” or “E8” is displayed on the keypad when there are more wireless devices programmed than the system is capable of handling. Service is required.

Some systems do allow the keypad volume to be increased or decreased. Please refer to your user manual for the procedure for your particular system. For the Lynx Wireless system, press the function key (#) then press the volume key (2) then press the up or down arrow to change the volume level.

The lights on wireless detectors are turned off to help conserve the life of the batteries in the detector.

The normal programming is set for the siren to stop after 12 minutes for Intrusion Alarms. The siren typically will not stop for Fire Alarms until the system is reset. This feature can be programmed by the installer.

This normally indicates a malfunctioning siren. Service is required.

Smoke detectors beep when batteries become low. You will also get an indication at your keypad as well.

The wall transformer is the source for electrical power to your alarm system. In addition, the alarm system is powered by a 12-volt battery in the control panel. Disconnect both power sources and the system will be powered down.

Yes. It is not possible to turn off smoke detectors.

No. Smoke detectors cannot be bypassed or turned off.

In some case they can be. A technician will need to visit your home to see if it is possible.

Yes. The information can be delivered to you on various time intervals or it can be e-mailed at various time intervals. Call 369-7233 for pricing information.

Yes. If your system is beeping it will be heard from the keypad and a code will be displayed. If nothing is being displayed, then beeping may be coming from another source within the house. A common source is battery powered smoke detectors that are not installed by the alarm company.

Yes. Modules can be purchased that can be interfaced between light circuits and the alarm system.

Your alarm should be tested once each month. Be sure to test each zone.

Call the Central Monitoring Station at (800) 868-0063 and request your account be placed on test. You will need your Pass Code. Arm your alarm and wait for exit time to expire. Now you may activate as many devices as you wish. Allow siren to sound for at least 30 seconds. Disarm the system; you will have a zone number displayed for each zone you activate. This same information should have been received by the Central Monitoring Station. In the event a zone does not appear, re-test the system. Each zone should be tested once each month.

The overall reliability of the network connections used by some VoIP providers has not been proven to be as reliable as traditional, landline-based telephone service (Public Switched Telephone Network). Some VoIP services may be temporarily unavailable due to scheduled or unscheduled network outages. You may be familiar with such lapses in service based on your own experiences using the Internet.

Connected Home Premium Security Systems

Open a browser > http://www.Alarm.com/login > Log in using the login name and password provided to you by your dealer.  If you have logged in previously, use the login name and password that you created.

  • Confirm that you are using the correct login name.
  • Confirm that your password is correct.
  • The password is case-sensitive, so ensure you are using the correct casing for each letter in your password.
  • If you have logged into the customer website from a computer, confirm the login credentials you are using for the app are the same as what you are using to log into Alarm.com via the computer.  The credentials you use to log into the app and website should be exactly the same.

NOTE: Before doing either of the below steps, make sure you have access to the email address connected to your customer account so that you can retrieve the login name or new temporary password.  

  • If you are unsure of your login name, you can confirm it by clicking the “Login Help?” link below the “Sign In” button.  You can then enter your email address under the section titled “Forgot your login name?” and press submit. 
  • If you are unsure of your password, you can change it by clicking the “Login Help?” link below the “Sign In” button.  You can then enter your login name under the section titled “Forgot your password?” and press submit.
  • If you are still experiencing issues or are unsure what email address is on file, please reach out to your authorized security dealer for further assistance.

Log into your master account > Profile > Manage Logins > “Add a Login” in bottom-right corner of screen > Create a login name for the user and enter that users email address and select the language they’d like the text on the customer site to appear > Submit.  At this point you have the ability to edit and customize the permissions of this user, defining the access this user will to each product/feature.

Yes, you can add users that only have access to access points (Security system, Locks, etc) for a predetermined date and time range.

Log into account > Security > Users > Actions > Add Temporary User.  Enter:

  • Users Name: The name of the person this access will be associated with
  • Contact Addresses: Phone numbers or email addresses that you would like this user to be able to receive notifications at. You can also leave this blank if you do not want them to receive notifications.
  • Access Period: This determines the dates and times that this user will have access to the “Access Points”
  • Access Control: Click the items that you would like for this user to have access to during the “Access Period” you specified previously.

Yes, you can add users that only have access to access points (Security system, Locks, etc) for a predetermined date and time range.

Log into account > Security > Users > Actions > Add User.  Enter:

  • Users Name: The name of the person this access will be associated with
  • Contact Addresses: Phone numbers or email addresses that you would like this user to be able to receive notifications at.
  • Access Control: Click the items that you would like for this user to have access to during the “Access Period” you specified previously.
  • Access Code: Code the user will enter in order to access the Access Points you selected.
    • This should be a unique code that cannot easily be guessed.
  • Schedule: Check “Limit access times” and choose the times that you would like this user to have access to the Access Points you selected.

Alarm.com notifications allow anyone you would like to receive text, e-mail or push messages based on specific system events.

Log into account > Notifications > “+ New Notification”.  

Select from the pre-created Notifications. Customize a notification by choosing which system activity should create a notification, the time frame that you would like the notification to be active, who you would like to be notified in the event that the system event happens and how you would like them to be notified. 

You can record clips based on sensor activity or when the camera detects motion.  In order to create a recording schedule Log into account > Video > Recording Schedules > “+ Add Schedule” > Select what you would like to trigger video clip recordings. 

Video Motion Detection is the camera’s ability to trigger recordings based on detected motion. The camera identifies motion by measuring how the video’s pixels change from one moment to the next. There is not a PIR motion detector built into our cameras, but when VMD is set up correctly, it can be an effective way to capture activity and generate notifications.

In order to set up VMD, log into your customer account > Video > Video Device Settings > Select the Video Device from the drop down menu (upper left corner) > Video Motion Detection.

When editing Video Motion Detection windows, identify your main areas of concern and draw narrow windows near those areas. For example, if there is a jewelry box on the desk, make sure to draw a VMD box either around or along the path leading up to that area.

When Drawing VMD Windows:

What to avoid in VMD windows.
Some movement or pixel changes will cause false triggers. It is best to avoid these as much as possible: 

  • Trees, foliage or any type of fabric that the wind or an air vent may blow should be avoided since these can case the camera to falsely trigger.
  • Avoid any windows that are not a security concern. It’s possible that the sun rising and setting could cause false triggers.
  • Any areas with numerous shadows, such as a window that people (not of concern) walk past or with shading from trees. Remember to think about how the lighting may change throughout the day; an area that was not shaded may become shaded later in the day.
  •  Always be sure to use all 3 VMD windows in the place of one larger window. Smaller boxes are less prone to false-triggered recordings.

What if you want the entire camera view to trigger recordings?
Rather than creating one large box that will not be precise, try creating lines or “barriers”. The goal is to catch a person of interest as they cross through the window.

See the example below for a good example of how to cover a whole room with VMD while avoiding the windows which could cause potential false triggers.

You will notice that these VMD windows: 

  • Avoided the windows due to sunlight changes.
  • Created barriers that must be crossed when entering the area.
  • Created another box that must be crossed when going through the room.
  • Used all 3 windows.
  • Kept all the windows as small/skinny as possible.

Away from home thermostat override allows you to save energy by automatically adjusting the target temp of your thermostat based on when you arrive or leave a premises.  In order to set this up log into your customer account > emPower > Rules > Away from Home Thermostat Override ON > Select the settings you would like:

Away Settings – Determines what the thermostat should do when your security system is Armed Away or you are exiting your home geo-fence.

  • When System is Armed Away – Select if your arming status should determine your “away from home” temperature.
  • When All Geo-Devices exit this Geo-Fence – Select if your geo-location should determine your “away from home” temperature.
    • Select your home geo-fence’s name.
  • Set Target Temp – this is the temperature you’d like your thermostat to change to when you leave your home.

Home Settings – Determines what the thermostat should do when your security system is Disarmed or you are entering your home geo-fence.

  • When System is Disarmed– Select if your arming status should determine your “away from home” temperature.
  • When any Geo-Devices enter this Geo-Fence – Select if your geo-location should determine when to resume your thermostat’s schedule.
    • Select your home geo-fence’s name.
  • Set Thermostat > Resume Schedule

*Note: If you have a thermostat override rule set up for both geo-services and panel status, the thermostat will follow whichever action happens first.

Below are the remote arming options that you may see and their definitions.  Not all arming options are available on every panel.

  • Disarm: Your system is not armed.  It is in a state where anyone can enter or exit your home as they please.
  • Arm Away: An arming state that secures all perimeter and interior contacts.  This is meant to be used when no one is home or is supposed to enter your home unless they have a user code that is able to disarm your security system.  
  • Arm Stay: An arming state that bypasses interior motion detectors. It is meant to be used when you would like the perimeter of your home secured, but you would like to roam freely throughout the secured home. Only the perimeter detection (e.g. door/window contacts) and certain types of interior protection (e.g. glass break detectors) would be armed this mode is selected.
  • Night Arm: An arming state that groups your contact sensors into zones in your home, allowing for some areas inside your home to be armed away while other areas are armed stay, allowing you to roam freely throughout particular zones inside your home.
  • Silent Arming: By default, when you arm your system, the panel makes exit delay beeps. Silent Arming allows you to arm the system without any noise. Your Silent Arming setting applies to all future commands from this login through any user interfaces (including mobile site and mobile apps) for this system.
  • Remote Bypass: When arming your security system, if a sensor is open (e.g. a window is left open), but you are aware of it and OK leaving that portion of your home possibly unsecured you may have the system arm, but ignore the open sensor, ensuring your system does not go into an instant alarm. 
  • No Entry Delay: A built-in delay on any entry/exit zone of a security system. This delay gives you time to enter/exit your home or business after disarming/arming your security system to avoid setting off the alarm. Entry/exit delays can be anywhere from 15 seconds to 120 seconds in duration.

Log into your customer account > Security > Sensors.  Edit the sensor names and press “Save”.

When a Duress Alarm is triggered, it will show that a duress alarm has been activated on the home page of the customer site until cleared. You can clear the duress alarm by clicking the “clear duress” button which shows up on the customer site in the arm/disarm portion of the screen.  If you do not clear it using this button, the message will automatically clear within a few days. At this time, you can only clear a duress alarm on the Alarm.com website, not the mobile app.

Log into your account > Video > Saved Clips > put your cursor over the clip you’d like to view and a play button will appear.  Click the play button in order to play and view the clip. You may also choose the option to select one or more clips.  When you do this, you are able to play multiple clips in a row similar to if they were one longer clip.

When there is any type of issue with your system it will show up in a banner at the top of your home screen when you log into your account.  In order to temporarily make this disappear, you can press the “-” button in the upper-right corner of the Issues banner.  However the banner will re-appear every time you go back to the home screen until you’ve fixed the issue(s). 

In order to ensure the Issues banner disappears completely, you will need to fix all issues that appear in this box.  Many of the issues are clickable and will give you steps to help you resolve the issue without calling your security dealer.  If you would like further details about why the issue is showing up, please call your security dealer.

When you send an arm/disarm or lock/unlock command the icon will automatically change its state to reflect the command being successfully acknowledged.  If it has been over 30sec.-1min. try refreshing the arming/lock status by refreshing the page to see if the state of the icon has changed.  If it does not change, wait an additional 1 min. and then try sending the command again.

Below are the steps for downloading the Alarm.com app on mobile devices.  Please ensure that you are downloading the gray/silver icon with the Alarm.com logo on it and not an orange app.

Android App

  1. Go to the Play Store.
  2. Select the magnifying glass.
  3. Enter ‘Alarm.com’ in the search bar and select search.
  4. Download the app. It is a gray/silver icon with the Alarm.com logo on it. 

iOS App

  1. Go to the App Store.
  2. Select the search option.
  3. Enter the ‘Alarm.com’ in the search bar and select search.
  4. Download the app. It is a gray/silver icon with the Alarm.com logo on it

Windows Phone App

  1. Go to Marketplace.
  2. Select the magnifying glass.
  3. Enter ‘Alarm.com’ in the search by and select search.
  4. Download the app. It is a gray/silver icon with the Alarm.com logo on it

BlackBerry App

Primary Method

  1. Open the web browser on your BlackBerry device.
  2. Enter www.alarm.com/bbinstall in the URL bar.
  3. Follow the instructions to download the app.

Secondary Method

  1. Type https://www.alarm.com/MobileServlet/ota/AlarmMobile.jad in the phone’s web browser.
  2. Select ‘Download’.
  3. Select ‘Yes’ for the application permissions section.
  4. Customer will receive the message, “The application was successfully installed. Press OK or Run.”

Once you have downloaded the app enter the app by pressing the app icon on your phone.  Enter the same login and password credentials in the app as you use for the customer website.  

There are a few reasons that your customer site login is not working correctly.

  • Confirm your login name and password.  The password is case sensitive, so please ensure all lower-case and capital letters are correct.
  • If your password was reset, is it possible it was reset multiple times?  Each time your password is reset, the old password is disabled and the most recent password becomes valid.  Ensure that you are using the password from the most recent password reset email that you received. Also check that the Reset ID in the email matches what is shown on the Login Help page.
  • The master user of the account deleted your account access.

Log into your account > Profile > Login Info.  From here you can choose a new login name or change your email address.

  • Confirm that you are using the correct login name.
  • Confirm that your password is correct.
  • The password is case-sensitive, so ensure you are using the correct casing for each letter in your password.
  • If you have logged into the customer website from a computer, confirm the login credentials you are using for the app are the same as what you are using to log into Alarm.com via the computer.  The credentials you use to log into the app and website should be exactly the same.

NOTE: Before doing either of the below steps, make sure you have access to the email address connected to your customer account so that you can retrieve the login name or new temporary password.  

  • If you have attempted to log in unsuccessfully over 5 times you may be locked out.  In order to quickly fix this, please press the “Login Help?” link (below the login area) and enter your email address or login name to confirm your username or reset your password.
  • If you are unsure of your login name, you can confirm it by clicking the “Login Help?” link below the “Sign In” button.  You can then enter your email address under the section titled “Forgot your login name?” and press submit. 
  • If you are unsure of your password, you can change it by clicking the “Login Help?” link below the “Sign In” button.  You can then enter your login name under the section titled “Forgot your password?” and press submit.
  • If you are still experiencing issues or are unsure what email address is on file, please reach out to your authorized security dealer for further assistance.

This feature lets you create location-based alerts and rules based on the location of one or more phones, or “Geo-Devices.” 

  1. If you would like to activate the Geo-Services functionality on your mobile device, you will need to first activate it through the mobile app.  Log into your app and go to the Settings Menu > Geo-Services > Turn on the Geo-Services option by toggling the switch to the on position. 
  2. Once you have enabled Geo-Services on your mobile device, please log into the customer website > Mobile > Geo-Services > “+ Add a Fence”.  When adding a fence you will create a virtual fence that can send location-based alerts and rules based on the location.

You may disable Geo-Services for your mobile device at any time via the website or the mobile app. 

In order to create a new login for the Alarm.com site or the app, please log into your master account via internet browser > Profile > Manage Logins > “Add a Login” in bottom-right corner of screen > Create a login name for the user and enter that users email address and select the language they’d like the text on the customer site to appear > Submit.  At this point you have the ability to edit and customize the permissions of this user, defining the access this user will to each product/feature.

There are a few reasons that your sensor’s status is different on the app than online.  Below are a few reasons that could cause the status to be different on the app and the website.

  • Your phone may have poor internet connection due to its cellular connection at the moment.  You can connect your phone to a local WiFi signal or wait until you can get your phone to an area with a stronger cellular signal.
  • The app is out of sync and needs to be refreshed manually.  Usually the app will automatically update with sensor status changes, but refreshing the page will ensure that it is pulling the correct status.  In order to refresh the page you can wipe down on the home page and let go.  A “refresh circle” will appear to confirm that page is updating.

There are a few reasons that you may have been logged out of your account.

  • You have not chosen the “keep me logged in” option which needs to be checked when you are entering your login credentials.
  • You updated your app to the most recent version.  When you update the Alarm.com app you may have to re-enter your credentials in order to log back in the first time after it’s been updated.
  • The master user of the account deleted your login name.
  • One of the users chose to “Disable Automatic Login to this Account”.  This is a feature that allows a user to log out all users from the mobile app the next time they attempt to view the app.

Yes, the Android app is compatible with the Kindle Fire. Go to Amazon App store > Search Alarm.com > Download the gray/silver icon with the Alarm.com logo.

Alternatively if you have installed the “Google Play Store” app on your Kindle Fire you can also download the most current version of the Alarm.com app through there.

Yes, through a feature called Multi-system access you can link multiple accounts together and switch between them in the Alarm.com app. 

In order to switch between accounts you must first link the customer accounts to your master account through the Alarm.com customer website.  To do this, log into the Alarm.com customer account in a browser > Multi-System Access > Add System > add the credentials to the account you’d like to link with this account > Submit. Follow the same process for each of the accounts you’d like to link through Multi-System Access.

Once additional accounts have been linked to your master account through the customer website, please log into your Alarm.com app.  In the upper-left corner of the app, select the menu icon (3 small parallel lines) which will open up the left side features/settings pane.  Select your system’s name at the top of the screen and a drop-down list of the other accounts linked will appear.  Choose the account you would like to switch to and you will immediately see the new accounts.

We do not currently have a BlackBerry 10 app, however our mobile website (m.alarm.com) allows up to 10 users at a time to enjoy the Alarm.com features in a mobile-friendly format on their phone. The mobile site, m.alarm.com, is very similar to our mobile apps in terms of design and functionality and provides an excellent Alarm.com interactive experience.

Alarm.com has a Windows Phone app that is compatible Window’s Phone 7 Operating System (WP7 OS) and higher.  Currently the Windows Phone app is not compatible with Windows tablets at this time. If you would like to use Alarm.com on a Windows tablet we recommend using our mobile site, m.alarm.com.  This site allows up to 10 users at a time to enjoy the Alarm.com features in a mobile-friendly format on their phone. The mobile site, m.alarm.com, is very similar to our mobile apps in terms of design and functionality and provides an excellent Alarm.com interactive experience.

Alarm.com has investigated the location services technology on Windows phones, and at this time, it does not support our requirements for offering Geo-Services. We hope to be able to offer this feature in the future.

At this time, LiftMaster Garage Door Control is not available on the Alarm.com Windows phone app. We are looking into adding it in a future update.

Android:
Your phone’s operating system’s version is between versions 2.1 and 2.3.3.  Until your operating system has been updated to higher than 2.3.3 you will only be able to download the older app design.

iPhone:
Your phone’s operating system’s version is below version 7.0. Until your operating system has been updated to version 7.0 or higher, you will only be able to download the older app design.