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Frequently Asked Questions

Find Answers to Common Questions

What is the difference between stay mode and away mode?

Stay mode arms the perimeter sensors, but not the motion detector. For example windows, doors, and glass break sensors will still be protected, allowing you to walk around your home without setting the system off.

Why does the screen on my panel only stay on for a few moments?

The panel has a power saving feature which causes the panel backlight to shut off after a period of inactivity. This operation is completely normal and the light will come on if you touch the screen or the home button on the panel. You can adjust the backlight timer from the user toolbox in the menu.

I have a secondary keypad in my bedroom. Can I turn the lights off?

Yes. On the secondary LCD keypad, press Security, then Menu, then Toolbox and enter your code. Select Brightness and Volume and you will see a checkbox in the bottom of the screen that allows you to turn the lights around the emergency and home buttons off.

How do I get the mobile app?

To download the mobile app, first check with our customer service team to see if your account is activated for SecureNet or Alarm.com. Next, on your mobile device go to the App Store or Google Play Store and download either the Alarm.com app or the SmartLink app.

Who is monitoring my system?

Rapid Response, the 2016 TMA Central Monitoring Station of the Year, is our monitoring partner who is keeping your home connected to help 24 hours a day.

What is the difference between my verbal password and the duress code?

If you set off your system by mistake, you’ll be asked for your verbal password to prove your identity. Your duress code is a secret code that you would use in the event that you are being forced to disarm your panel.

What is the master code? How many codes can I have?

Your master code is the code that you use to arm and disarm your system as well as make any necessary changes. You can have up to 32 user codes, but only one master code.

What is an entry delay?

Entry delay is the time that you have to disarm your system after you open the door when returning home. Your system will beep and display a countdown timer. This is 30 seconds by default, but can be increased or decreased as needed.

What color should my Home Button be on the 2GIG control panel?

The Home Button is green when the system is disarmed and red when the system is armed.

What happens if I have a false alarm?

If you set the system off by mistake, you have 30 seconds to disarm your system and cancel the alarm. If you disarm the system after that time, you will receive a call from the monitoring station or directly through the control panel. At this time, you will be required to verify your verbal password to stop the police from being dispatched. You may also call Rapid Response at 1-800-558-7767 and inform them of the false alarm if you miss the call.

How far can I go away from my panel with my medical pendant?

The recommended distance is no more than 250 feet or 80 yards from your main panel.

If I change my home phone service or turn it off, will it affect the monitoring of my home?

If the system is using your phone line, then yes it will have an effect. If the system is using the cellular backup unit, then it will have no effect. With the cellular backup unit, the system communicates with the monitoring station remotely.

What do I need to show my insurance provider to possibly be eligible for a lower homeowners insurance premium?

Your insurance provider requires your name, address, account number, and installation date. We can send you a certificate of installation that you can then provide to your insurance provider.

Customer Guides

Check these video guides for information on using your Safe Home Security system to control your home.

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