Customer FAQ
| Q: | I just purchased a home with a Monitronics system. How do I get it activated? |
| A: | You may activate the system by completing the Get An Alarm form or by calling 800.447.9239, ext. 6002, Monday – Friday, 8:00 a.m. – 5:00 p.m. central time. |
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| Q: | I lost my pass code/code word. How do I access my account? |
| A: | Residential customers can obtain their pass code/code word by completing the Customer Request form or by calling 800.447.9239, ext. 2129. Upon request, your pass code/code word will be mailed within 24 business hours to your physical address. Commercial customers can request a pass code/code word change by faxing the request on company letterhead with the signature of an authorized representative to 972.243.1064. After verification, the pass code/code word will be changed. |
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| Q: | How do I update my account information? |
| A: | You may update your account and emergency contact information by completing the Customer Request form or by calling 800.447.9239, ext. 2129. |
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| Q: | How do I reset my system? |
| A: |
Make sure all your doors and windows are closed, and enter your 4-digit number in the keypad twice, slow and firmly. |
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| Q: | How do I disarm my system? |
| A: | Enter your 4-digit number in the keypad, slowly and firmly. |
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| Q: | Will my alarm system still work if I lose power? |
| A: | Yes, the back-up batteries in the security control panel will keep your system running for several hours. Check the "low battery" indicator on the security control panel regularly to verify adequate battery power. |
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| Q: | Why is it important that I test my system? |
| A: | Testing your alarm system ensures proper operation and communication with our Monitoring Center. In order to test the entire system, each component or zone must be tested individually. Please call Monitronics at 800.447.9239, and one of our Customer Service representatives will give you instructions on how to test your system. To avoid false alarms, you must notify Monitronics when you will be testing your system to prevent the alarm monitoring station from dispatching authorities to respond to the alarm signal. |
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| Q: | Why do you always ask for a pass code/code word when my alarm goes off? |
| A: | This is a verification process, not only to ensure your safety but to determine that the person answering is authorized to be at the location. If an incorrect pass code/code word is given, we will continue with our dispatch process. |
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| Q: | I have service scheduled, but now I don't need it. How do I cancel the service call? |
| A: | You can cancel the service call by contacting our Service Department at 800.447.9239, ext. 2119. |
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| Q: | How much does it cost to add a sensor to my system? |
| A: | The cost is dependent on the type of system currently in use. Complete the Service Repair Request form, which is also for system upgrades, or call 800.447.9239 for a price to complement your current system. Monitronics provides excellent system upgrade and repair service at competitive pricing. |
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| Q: | Am I required to get a permit to operate an alarm system? |
| A: | Each city or county jurisdiction is different. You can ask your local Monitronics Authorized Dealer for assistance or check with your city and local ordinances. Ultimately, if a permit is required, it is the responsibility of the homeowner to stay current on the annual permit renewal requirements, and notify Monitronics of the permit number (if required) and the annual expiration date. |
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| Q: | How can I obtain an insurance certificate? |
| A: | You may obtain an insurance certificate by completing the Customer Request form or by calling our Alarm Services Department at 800.447.9239, ext. 2129. We ask that you allow 24 hours for processing. |
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| Q: | What is your billing/mailing address? |
| A: | You can set up your account to make a payment online. You also can mail your payment to: Monitronics International, Inc. P.O. Box 814530 Dallas, TX 75381-4530 |
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| Q: | Where is Monitronics' monitoring service available? |
| A: | Monitronics provides monitoring service to customers throughout the United States and Puerto Rico. |
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