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Help & FAQ

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Security

Security

Getting Started/System Basics

 

Will my pet set off my alarm?

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.


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Why does my system go into alarm status as soon as it is opened?

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.


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How long do I have to disarm my system before it goes into alarm?

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.


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How many of my doors have entry delay?

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.


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Where is the panel located in my home?

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 white or tan box mounted on the wall. If our Home Integration Team wired your home, your panel will be housed in your structured wire panel. If you have our wireless system the control panel is integrated with your main keypad.


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Do the people on my call list need keys to my house?

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.


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How do I bypass a zone or device?

With a Napco system, press bypass and the zone number you want bypassed.  With a Honeywell system, enter your four-digit user code followed by the bypass key (6) and the two-digit zone number you wish to bypass. Sequence must be entered continuously or the sequence will not be accepted.


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What happens when I press the panic or fire alarm buttons on the keypad?

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 cancelled.


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Which devices can be activated while I am home?

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.


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How do I activate or deactivate the chime mode?

Enter your four-digit code followed by the chime key (9) for Honeywell systems.  For Napco systems, press “function” + 5.


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How do I set the time and date on the system?

Contact Customer Service at 888-218-5050 for technical support.


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Why does the “Ready” light blink on and off?

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.


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Can I increase the volume of the keypad?

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.


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Why does the red light not work on my motion detector?

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


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Why does my siren buzz or click?

This normally indicates a malfunctioning siren. Service is required.


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Phone Line

 

Will the alarm report to the central station if the phone line is cut?

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.


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Can I arm my system with a telephone?

Currently, we do not have telephone arming capabilities, but we predict having the capability in year 2012.


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Do I have to have a telephone line to have a security system?

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


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My phone doesn’t work. Can it be caused by my alarm system?

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.


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Why does the alarm system disconnect me from the phone line?

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.


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I have call waiting on my phone line. Can that affect my service?

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.


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Why do callers report hearing a “Fax” like tone or the words “System-System” on my phone line?

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.


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Will VoIP work with my security system?

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.


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Power Outage or Surge

 

Can a power surge cause the system to alarm?

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.


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What happens during power outages?

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


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Smoke Detector

 

Will the smoke detectors work when system is disarmed?

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


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Can I turn the smoke detectors off?

No. Smoke detectors cannot be bypassed or turned off.


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Can the smoke detectors installed in my home be used with my alarm system?

No.


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Moving or Unplugging System Hardware

 

Can I remove the door contacts while remodeling or changing doors?

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.


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Do I need to remove motion or smoke detectors while painting?

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.


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Why does my system continue to BEEP after unplugging the wall transformer?

The wall transformer is the source for electrical power to your alarm system. In addition, the alarm system is powered by a 9 volt or 12 volt battery in the control panel. Disconnect both power sources and the system will be powered down.


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Performing a System Test

 

How can I test my Glass Break detectors?

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 contact Customer Service at 888-218-5050 -- Charges may apply.


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How often should I test my system?

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


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How can I test my security system?

If you have a Honeywell LYNXR-brand FTC Security system, please follow these instructions:

Notify the Monitoring Station at 800-438-4171 of the impending test.

You will need to provide then name on the account, the account number, and the account password.

Secure all zones to light the green Status Light on your keypad.

Enter your User Code followed by Away then press 0/NO DELAY to Arm the system.

Wait 30 seconds, then violate your alarm by opening a door.

The system will go into alarm. Allow the siren or bell to sound for 40 seconds and the system will send an alarm signal to the monitoring station.

Enter your User Code followed by OFF (TWICE) to silence the alarm. Wait 2 minutes.

Call the monitoring station again and ask them for the results of the test. If the test signal was received at the monitoring station go to h. If the signal was not received repeat steps b though h ensuring that the system stays in alarm for a minimum of 40 seconds. If the signal is still not received as confirmed by the Monitoring Station, report the results to FTC Security for maintenance.

Have the monitoring station remove the system from test.

If you have a Napco Gemini-brand FTC Security system, please follow these instructions:

Notify the Monitoring Station at 800-438-4171 of the impending test.

You will need to provide then name on the account, the account number, and the account password.

Secure all zones to light the Status Light on your keypad.

Enter your User Code followed by ON to Arm the system.

Violate your alarm by opening a door, or walk in front of a motion detector that is not on a time delay.

The system will go into alarm. Allow the siren or bell to sound for 40 seconds and the system will send an alarm signal to the monitoring station.

Enter your User Code followed by OFF to silence the alarm. Press RESET and then wait 2 minutes.

Call the monitoring station again and ask them for the results of the test. If the test signal was received at the monitoring station go to h. If the signal was not received repeat steps b though h ensuring that the system stays in alarm for a minimum of 40 seconds. If the signal is still not received as confirmed by the Monitoring Station, report the results to FTC Security for maintenance.

Have the monitoring station remove the system from test.


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False Alarms

 

Are there any charges for False Alarms?

When your alarm system is triggered, around 60 seconds of the sirens going off, our monitoring station will call your home/business first before calling local civil authorities. If it is a false alarm, answer the phone and give the proper password. If your civil authorities are dispatched to your location and false alarms become excessive, local civil authorities might charge you. Definition of excessive false alarms depends on your local civil authority. You will pay any false alarm fine, penalty or fee that is charged against you, and if a false alarm fine, penalty or fee is charged to us by any governmental agency, you will pay us for the charge.


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How can I help to prevent false alarms from my alarm system?

Becoming familiar with proper arming and operation of your alarm system can reduce false alarms. 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.


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Battery

 

How do I change my panel battery?

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.


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I was notified by the Central Station of a Low Battery. What should I do?

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 2-4 hours if a Lynx wireless system.  If a Napco system, typically a battery will last 18-24 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.


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Why do you call in the middle of the night for a low battery?

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.


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How long will the battery last when the power goes out?

Battery life depends on the size of your system. In most cases a Lynx wireless system will stay active for 2-4 hours. On Napco systems, the battery may stay active for 18-24 hours. Additional batteries can be added if longer time is needed.


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Will the battery need to be replaced after a power outage?

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.


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Where can I purchase batteries for the alarm?

All of the batteries in your system can be changed. The batteries can be purchased at any of our Business Offices or we can schedule a service call -- charges may apply.


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I hear beeping in my home. Can it be the alarm system?

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.


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Keypad Displays

 

What does “AC” loss mean?

"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.


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What does it mean when my keypad displays “Alarm and a Zone Number”?

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


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Why does keypad display “Armed Stay Exit Now”?

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.


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Why is my keypad blank?

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.


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What does “DC” on my keypad display mean?

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


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Why does my keypad display “Fault” and a “Zone Number”?

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.


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What does “FC” on my keypad display mean?

"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.


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Why does my keypad display “Message”?

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


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Why does my keypad display “OC”?

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


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Why does the keypad sound when my phone rings?

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


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Why is my keypad displaying “Standby Busy E8”?

"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.


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User Codes

 

Do the people on my call list need my User Code?

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


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How do I change my User Code?

As long as you have your current User Code you can contact Customer Service at 888-218-5050 to change this information.


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What is my User Code? Can you give it to me over the phone?

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


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Why didn’t the Central Monitoring System accept my User Code?

Central Monitoring Station information is verified based on your account records in the monitoring software. If your User Code is not correct, you will need to provide ID in order to obtain the correct User Code.


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What does duress code mean?

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.


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What is my duress code?

Contact Customer Service at 888-218-5050 for your duress code.


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How do I change my User Code for the keypad?

We do not give out User Codes online, contact Customer Service at 888-218-5050 for technical support.


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Will the System accommodate multiple User Codes?

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.


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My Alarm is going off, now what?

 

How long will it take for my alarm signal to reach the monitoring station?

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


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What are your response procedures for my alarm?

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.


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Do you leave messages when you call about an alarm?

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.


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Who do I call when my alarm goes off?

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 800-438-4171 and request that the alarm be canceled.


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Does the homeowner have to be available to respond when the alarm goes off?

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.


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My alarm went off and no one called me.

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 which prevented the signal from being transmitted. The signal history can be checked in the monitoring software to see if the signal was received.


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How do I reset my system after an alarm?

For Honeywell systems only, enter your four-digit User Code twice. The first time will silence the alarm and the second time will reset the system. For Napco systems only, enter your four-digit User Code once and press “Reset.”


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Will the system reset itself after the alarm goes off?

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.


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How long will the siren sound after going into alarm?

The normal programming is set for the siren to stop after 12-15 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.


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Can I receive notification of my alarm being armed or disarmed?

Currently, we do not have the capability. It should be available in 2012.


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Third Party Response

 

Why do you verify first on Fire Alarms?

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


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What are your response procedures for my alarm?

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.


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Do you leave messages when you call about an alarm?

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.


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My alarm went off and the police never came.

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.


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Will the alarm report to the central station if the phone line is cut?

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.


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Why did you call the police department first on a Panic alarm?

Police are dispatched first on Panic alarms.


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Remote Monitoring

 

Can my alarm be reset from the monitoring station?

No it cannot. 


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Can I update account information while I away from my home?

With the proper Pass Code, your account information can be updated by calling our security monitoring station at 800-438-4171.


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What is the range for Key fobs and panic buttons?

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


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Can I add a wireless remote to my system?

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.


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What happens if I lose my remote to my security system?

Contact Customer Service at 888-218-5050 to have your remote disabled.


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