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Frequently Asked Questions

Managing Your Security Monitoring Service

How often should I test my alarm system?

Regular testing ensures the system is able to communicate with our Customer Monitoring Centers, and should be conducted at least every 30 days. A system test can be conducted on MyADT.com – learn how.

When should I test my alarm system?

In addition to the monthly test, there are other times you should place your system on test, including the following circumstances:

  • Before changing phone service
  • Before switching to DSL
  • While replacing a system or peripheral battery
  • While troubleshooting your system or a peripheral device
  • After remodeling or making home repairs
  • After experiencing a power outage

Do I need to change any browser settings to access this website?

We recommend that you disable your pop-up blocker for MyADT.com, especially when pulling Activity Reports.

What are some guidelines for choosing my Verbal Security Password(s)?

A Verbal Security Password is a “word” or code that you provide to ADT over the phone in order to identify yourself. They are also known as Verbal Passcodes or PICs. All Verbal Security Passwords must adhere to the following guidelines:

  • Maximum 10 characters in length
  • No spaces
  • Alphanumeric characters only; no special characters allowed
  • Words that could cause confusion during an emergency situation should not be used as your security password (e.g., “help” or “fire”)
  • Avoid using inappropriate or offensive words


Update or review your Verbal Security Passwords.

How can I use my Verbal Security Password to manage My Account?

If you choose to use an account’s assigned security password to manage that account, anyone who knows this security password will have full administrative access to that account, both online and when calling ADT Customer Care.

If you do not want your verbal security password to allow this type of access to your account, do not check the box labeled “Password can manage the location” that appears in the “Add a New Password” section of MyADT.com. 

Can I change my numeric panel code?

You can change the panel codes for most systems using your system keypad. Find your system manual to learn how to change your panel code.

What are Emergency Contacts?

Emergency Contacts are the people you have instructed ADT to call if we receive an alarm signal from your protected premises. We recommend that you have at least three contacts in your list. Update your contact list.

During an alarm event, ADT will first call the number(s) you have designated as your primary number. This number is typically your residence, mobile phone or place of business. If there is no answer at this primary number (or under other circumstances), ADT will call the people on your Emergency Contact list, in the order in which you list them.

What are some guidelines for setting up an Emergency Contact list?

Creating the right Emergency Contact list helps ADT to respond as quickly as possible in the event of an emergency, as well as reduce unnecessary calls to the authorities. Update your contact list.

When setting up your list, make sure that:

  • You have provided us with the most appropriate numbers for additional verification calls. For example, you may want to list your cell phone or work number as the second and third numbers on your list.
  • Your call list is kept current so that we are able to reach someone when the alarm is activated.
  • Persons who operate the alarm system have access to the premises, and the correct panel code to arm/disarm the system.
  • Persons who operate the alarm system or are listed on your Emergency Contact list have a valid Verbal Security Password. This security password is the verbal code we ask for when calling to verify that the contact reached has the authority to confirm a false alarm. The security password assigned to an Emergency Contact can be unique to them, and does not have to have account management access.
  • Emergency contact phone numbers must be U.S. phone numbers.

What should I do when I go on vacation?

Before traveling out of town, it is important to update your Alarm Contacts so that in the event of an emergency, ADT can reach someone who will help us respond as quickly as possible. Setting up Travel Reminders is a good way to help make sure that you remember to take this important step as you prepare for your trip.

What is Enhanced Call Verification (ECV)?

If ADT is unable to reach someone at your location numbers who can verify if an alarm is false, an additional verification attempt will be made with ECV contacts in your emergency contact list. Enhanced Call Verification (ECV) is a proven method of reducing unnecessary calls to the authorities. In many cities and municipalities, security service providers are required to follow the ECV process.

In order to verify a false alarm, your ECV contacts must provide a valid security password to the monitoring representative. Be sure they are either assigned their own, or that they know one of the common passwords. Manage your ECV contacts under My Alarm > Contacts and Passwords > Call Order > ECV Call Order.

Do I need an Alarm Permit?

Many cities, Police Departments, Sheriff's Departments, and Fire Departments require alarm system users to obtain an alarm permit. Failure to obtain a required Alarm Permit may result in municipal fines or refusal by an emergency agency to respond to an alarm at your premises. To find out if a permit is required in your area, contact your local Police, Sheriff or Fire Department using their non-emergency telephone number, or look them up on the Internet. If a permit is required, you must provide ADT with your alarm permit/registration number. Please email this information to ADTjurisdictions@adt.com.

Your permit may have an expiration date. If your permit expires and you renew it, you will need to add the updated permit information to your ADT account by emailing us at ADTjurisdictions@adt.com.

Can I view my alarm history?

You can see all alarm activity and find out what time your alarm went off for the previous 30 days (13 months for former Broadview and Business Reporting customers) on the Alarm Activity page. If you have questions about a particular event description in your alarm history, please refer to the Activity Key available at the top of the page. 

How will ADT contact me during an alarm emergency?

For many types of alarms, the ADT Customer Monitoring Centers will first attempt to contact you via your location number. This is for your security and to help decrease the likelihood of dispatching authorities on a false alarm.

 

The number that you provide as your primary or secondary location number does not have to be a landline phone number. You may provide a mobile number, work number, or any phone number you want called first in the event of an alarm. The same guidelines apply to both primary and secondary location numbers. These settings may be changed under My Alarm > Contacts and Passwords.

Understanding the CS number

CS is short for “central station” and the CS number (CS# or System #) is the unique identifier assigned to every system and cellular transmitter. Some customers will see a “cellular transmitter” listed in their system list, and these transmitters are also assigned CS numbers. This usually means that there is no conventional phone line at the monitored location and that a secondary, cellular transmitter system is being used.

There is an event missing from my Alarm History.

If you are able to turn the alarm off before we call you, the event may not be recorded in your Alarm History. If you are concerned about whether or not the alarm is working properly, you should test the system

Why didn't I get a call when my burglar alarm tripped?

If you are able to turn off an alarm in under 60 seconds, ADT will not begin calling the contact numbers you have designated. If you are concerned about whether or not the alarm is working properly, you should test the system.

Can ADT turn off/on my alarm?

Alarms may be Armed and Disarmed (Deactivated) at the panel. ADT does not have the ability to remotely control the system.

Where is my ADT Pulse system activity?

The alarm activity on MyADT displays only items directly related to the alarm part of your system. Please log in to Pulse to view the complete list of actions for Pulse devices.

Is there a MyADT mobile app?

Yes! The MyADT mobile app is available for both iPhone and Android phones. You can use the app to view alarm history, manage your payment information, update contacts and more, wherever you are.

Billing and Payments

When is my bill due and how much do I owe?

Your billing statement closing dates are determined based on when the alarm system was activated. The due date of your current bill can be found on the My Account > My Bill page of MyADT.com or by looking in the top right portion of your invoice. While you are on the My Bill page, you can see the amount that is owed. The amount is shown just below your due date.

Can I change the due date for my bill?

Your statement date is based on when the system was initially activated, and cannot be changed.

Does ADT offer an Automatic Payment Plan, or Paperless Billing?

Yes to both! The ADT® EasyPay program is our automatic payment service. The program allows you to set up Automatic Payments using either a bank account or credit/debit card. And because you keep track of billing and payment activities online, there’s no need for paper statements. To learn more about the program and sign up, visit the ADT® EasyPay page.

Why am I no longer receiving a paper statement?

If you have signed up for the ADT® EasyPay program, you will no longer receive a statement in the mail. If you are not using ADT® EasyPay, visit the My Account > My Bill page to review the billing address we have on file and request a change if it is incorrect.

How long does it take for my payments to be posted to my account?

Payments sent through the mail take approximately seven to 10 business days to be delivered and processed before appearing on your account. If you make your payment online, please allow up to three business days for your transaction to post to your account.

What is the mailing address for bill payment?

ADT has more than one payment location. If your payment is sent to the wrong address, it could result in a delay in processing, and possibly the posting of an overdue balance to your account. To ensure that you send your payment to the correct address, please consult your statement.

Or, save time and money by making a one-time, safe and secure payment through MyADT.com. You can pay using either a checking account or credit/debit payment card, and there is no extra charge. You can also sign up for ADT® EasyPay to have your payments automatically drafted from a checking account or credit/debit card.

How do I change the address that my bill is sent to?

To change your billing address, please login to MyADT and click on "Update Billing Address" in the Bill & Payment Summary section of your overview page.

When my system was installed, I wrote a check to ADT, but it’s not reflected on my first bill. Is there a problem?

Sometimes, because of billing cycles, your first bill is issued before the payment has been posted. The payment should appear on your next bill.

System Troubleshooting

The alarm went off and I don't know why.

Accidental alarms can happen. There are many things that can cause a false alarm:

  • An unsecured door swinging open, tripping a door contact or motion detector
  • A door or window contact coming loose
  • Balloons, decorations, pets, rodents, bugs, cobwebs or curtains setting off a motion detector when a central heat or air system starts
  • Fumigating, sanding, welding and even steam from kitchens or bathrooms can set off a smoke/heat detector

 

For more information about troubleshooting false alarms please visit our Sensor Troubleshooting help page.

What should I do if a door or window contact falls off?

If a door or window contact becomes dislodged, you can set the system to bypass the zone in which that contact is located, allowing you to keep the system armed.

In this case, bypassing a zone should be regarded as a temporary solution. Go to our Peripheral Device Troubleshooting help page to find more information about correcting door and window contact problems.

Where can I find a copy of the system Owner's Manual?

For system-specific instructions, view the Manuals section of MyADT.com.

What should I do if my alarm has a low battery?

Visit our Battery Help Section to find detailed instructions on how to replace your system’s battery.

Where do I recycle my old battery?

To find a battery recycler in your area, visit Call2Recycle.org. Returning a lead-acid battery to a recycler listed on this site is free of charge and will ensure that it is recycled according to all applicable regulatory requirements. For more information on what ADT is doing to improve sustainability and reduce our environmental impact, please visit the Corporate Citizenship Page.

What causes a trouble signal?

A trouble signal (indicated in alarm history by the abbreviation TR) indicates a possible problem or difficulty with a security system such as a shorted wire, broken wire, or broken sensor. We recommend that you check your System Manual and our Peripheral Device Troubleshooting details for more information.

How do I reset my keypad?

Occasionally, a security system keypad may need to be reset because of a power outage or battery replacement. The reset process varies from system to system. Refer to your System Manual for specific instructions.

How do I silence low battery alerts?

In case of a power outage or if a battery fails to recharge, most systems will begin beeping or chirping. Low battery trouble beeps can usually be silenced by pushing OFF or [#] on most systems. Refer to your System Manual for specific instructions.

General Information

What happens when the alarm goes off?

  • When the system is tripped, the siren sounds. A signal is sent from the alarm system to ADT’s Customer Monitoring Centers, where it appears on a monitoring representative’s computer.

  • The monitoring representative’s actions are determined by the type of alarm that is reported to the Customer Monitoring Centers.

How does the motion detector work?

A motion detector detects motion on the inside of a house or business. If someone enters an area covered by a motion detector while the system is armed, the alarm will sound.

Important: Motion detectors are sensitive to the slightest movements, and can easily cause a false alarm. Some things that can cause a motion detector to set off a false alarm include:

  • Balloons or other decorations
  • Pets
  • Household pests such as bugs or rodents
  • Cobwebs, curtains or blinds moving when a central heat or air system starts

Learn more about preventing false alarms.

How does a glass-break detector work?

A glass-break detector is an alarm system component that is able to detect the high and low frequency sounds associated with shattering glass. False alarms can be triggered in glass-break detectors by slamming doors, breaking dishes, barking dogs, roof work, jingling keys, etc. Learn more about preventing false alarms.

What are some things that can adversely affect the alarm system?

There are several things that can create maintenance issues or false alarms with the ADT system.

  • A change in phone service. The ADT alarm system often uses your phone line to send alarm signals to our Customer Monitoring Centers. Therefore, any changes to your telephone service could impact the transmission of these signals. Be sure to notify ADT Security Services immediately of any changes to your telephone service. A Customer Care Specialist can determine if adjustments should be made to the equipment installed in your home.

    Regardless of changes to your phone service, if you have a telephone technician come to your home, be sure to test the system before he or she leaves to ensure it is communicating properly with ADT’s Customer Monitoring Centers. View step-by-step instructions on how to conduct a system test.
  • Switching to DSL: If you switch to a Digital Subscriber Line (DSL) for Internet services, a DSL filter created specifically to work with the ADT system may be necessary.
  • Remodeling and home repairs can result in cut wires that will prevent you from being able to arm the system without bypassing zones. Sanding and welding in the home may also cause the smoke detectors to trip. Remember to save the wireless sensors before disposing of an old door/window.
  • Lack of power: When your power is shut off for home repairs or you experience a power outage, the system will operate on its backup battery for several hours. Once the battery is depleted, the system will be non-operational. When power returns, the battery should recharge. If it does not fully recharge in 24 hours, you many need to replace the system battery.
  • Household pests: Spiders building cobwebs in front of the motion detector, and bugs walking across or nesting in the motion detector can cause it to stop functioning or cause false alarms. Mice and other rodents can scurry where a motion detector will pick them up, or chew on wiring that leads to door or window contacts, causing the contacts to trigger false alarms or fail completely. Pest extermination by fumigating your home will only affect the alarm system if you have monitored smoke/heat detectors installed. The fumes can cause the smoke detectors to trigger.
  • Holiday decorations and ornaments hanging in front of motion detectors are a common cause of false alarms. Wreaths hung on doors can keep the door contacts from meeting, which will prevent the system from arming.
  • For business owners: Point of purchase displays and advertisements can affect the system. These items often hang from ceilings, and can twist or spin in the air. They can often be light enough for air conditioning to cause the display to move, tripping a motion detector. Free-standing displays can block motion detectors. Open box tops and loose plastic packaging in store rooms can flap and move when the air conditioning starts.

How do I reschedule a service call?

Please visit our Rescheduling Service appointments page for more information.

I have a service call scheduled. How can I get an ETA for the technician?

Service calls are scheduled within a window of time. The technician will arrive at any time within that window of time. Before the day of your service call, we are unable to provide you with an exact time because there is no way to determine exactly how long the technician's earlier appointments may take to complete.

I am planning to move. What do I need to do?

If you have a residential security system in the U.S. and are in need of moving information, you may visit our Moving Information page or call our relocation team Monday through Friday, 8am-10pm Eastern time, or Saturday, 8am-6pm Eastern time at 800.238.2727.

Will my alarm work with VoIP phone service?

Elimination of the traditional landline telephone may create risks and reliability issues that could affect the communication of the alarm system to ADT. VoIP is not a consistently reliable method of signal transmission. To prevent a potential communications failure, you may consider maintaining a traditional landline telephone or arrange for the installation of a SafeWatch CellGuard.

How do I refer a friend to ADT Security Services?

We are so pleased that you would like to refer a friend or family member to ADT! Learn more about making a referral, and how you and your friend or family member may each receive $50 in the process.

I am expecting a referral credit or rebate. How can I check on its status?

Referred customers who qualify for a rebate must register for their rebate on www.myadtrebate.com. They cannot qualify for more than one rebate. Referring customers will receive their $50 rebate check approximately 4-6 weeks after the referred customer has been installed. Customers can check the status of their referrals by entering their tracking number or phone number on www.adtreferrals.com.

How do I add equipment to the security system?

If you are interested in incorporating additional equipment into the security system, please call the Customer Care team at 800.238.2727 for more information, or to schedule a service appointment. You can also find more information on additional home security options online.

How do I order yard signs and decals?

You can order new ADT Security Services yard signs or window decals under My Account > Order Equipment. Customers are limited to two yard signs and two decal sets per year for each location monitored by ADT. The yard signs and decals will arrive in approximately 7-10 business days.

How do I cancel my account?

For your security we cannot accept cancellation requests via email or the web. Please contact us at 800.238.2727.

Business Reporting

What information do I need to enroll in Business Reporting?

To enroll any or all of your business locations in Business Reporting, login to MyADT.com and navigate to My Account > Business Reporting. All necessary information will be automatically pulled from your account.

What if I have trouble enrolling a location?

If you are having problems enrolling, contact the ADT Business Reporting support team at 888.689.6715.

I have a new business location under construction. When can I enroll this account?

The location has to be actively monitored by ADT to be enrolled in Business Reporting.

Where can I find help with Business Reporting?

Visit the Business Reporting Help Page, which is printable and contains a number of tips for getting the most out of your Business Reporting account.

How do I pull an Open and Close report for all my locations?

This report can be downloaded from any active location on the My Alarm > Alarm Activity tab. 

How do I print my activity reports?

You may print in one of two ways:

  • After running a report, use the Print Page button.
  • Download the report to your computer to print the report in Excel format.

Can I set up reports to run automatically?

Yes. You can schedule custom reports to automatically be emailed to one email address on the 1st and/or 15th of each month, as well as Monday each week with the Email Options button. Multiple customer reports may be created for each location.

Can I delete a panel code from Business Reporting?

No. User panel codes are programmed into your system's control panel. Deleting a code from an alarm system must be done through the system panel. Check your system manual to learn how to perform this action. To change your panel codes remotely, consider upgrading to ADT Pulse.

My business phone number changed. Where can I update it?

Premises phone numbers can be updated by going to My Account > My Locations.

Can I see who made changes to my account?

Yes. You can find a log of account changes under My Account > Account Activity.

How can I add or delete a Business Reporting user?

Business Reporting users with an Administrator level login can add or delete other users from each location through Web Users > User Account.

Do all my employees need a Business Reporting login?

No, only employees who will be accessing Business Reporting to view or edit account information need a login.