Frequently Asked Questions


FAQ: GENERAL QUESTIONS

1 - How can I get a deduction on my home owners insurance?
2 - How do I get an alarm user permit?
3 - Does Verified Alarm pull my credit?
4 - How long is my contract?

FAQ: BILLING QUESTIONS

5 - What if I am charged a false alarm fee?
6 - Who pays if I remodel my home and need to have equipment reinstalled?
7 - Why do I have to have a contract?
8 - How much is the service fee for a technician?
9 - My system hasn’t been working, can I get credit for the downtime?

FAQ: TECHNICAL QUESTIONS

10 - How do I change my passcode?
11 - How can I turn off the chime mode?
12 - How do I bypass a zone (example to leave a window open)?
13 - How do I stop my panel from ringing when my phone rings?
14 - How do I make it so the panel tells me when a door is open?
15 - How do I clear the panel when it says “Alarm?”
16 - What does the “AC” on the LCD screen mean?
17 - The panel says I have a fault. How do I fix it?
18 - If a device is faulting, can I use my entire system until a technician comes out?
19 - The panel is too loud, how do I decrease the volume? How to I increase the volume?
20 - My screen says that I have a message. What do you need to tell me?
21- Will changing phone companies affect my alarm?
22 - How do I know if my system is working?
23 - What does “FC” mean on the LCD screen?

 

FAQ: GENERAL QUESTIONS

1 - How can I get a deduction on my home owners insurance?

You should have received an insurance voucher at the time your system was installed.  If not verified Alarm Customer Care can fill out an insurance voucher for you. The voucher can be mailed or faxed directly to you or your insurance company.

Click here to request an Insurance Certificate

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2 - How do I get an alarm user permit?

Contact your local municipality.  In most areas, you apply for a permit directly with your city which will issue the permit.  Once you have received your permit, call Verified Alarm Customer Care so we can add your permit number to our database.  Some cities require us to provide the permit number during a dispatch.

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3 - Does Verified Alarm pull my credit?

Our application process typically has no credit checks and we do not require you to fax in information in order to get approved in most cases.

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4 - How long is my contract?

Contracts are normally for an initial term of 60 months or 5 years. You can find the length of your monitoring agreement or any renewal term in your contract, or contact customer care.

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FAQ: BILLING QUESTIONS

6 - What if I am charged a false alarm fee?

Verified Alarm is an alarm and monitoring service provider.  False alarm fees come from your local law enforcement offices.  If the system malfunctioned, Verified Alarm will service the system and write a letter of appeal to the charges on your behalf. Follow the instructions on your ticket, until you have heard otherwise from your local law enforcement.

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7 - Who pays if I remodel my home and need to have equipment reinstalled?

The homeowner is responsible to pay for any modifications, additional equipment or reprogramming as a result of remodeling.  Regular service rates apply.

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8 - Why do I have to have a contract?

Due to the nature of the services rendered, parameters for various liabilities and service expectations need to be clearly outlined. The contract provides for our commitments to you and vice versa.

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9 - How much is the service fee for a technician?

Service covered under a lifetime service protection agreement only requires a $35 trip fee.  With the Lifetime Service, any cost to repair or replace malfunctioning equipment, including labor fees would be waived.

Service not covered under the lifetime service plan requires an $35 trip fee plus the cost of equipment when needed.  There is an additional hourly service rate of $60 for every additional hour after that. 

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13 - Can I change to monthly invoicing?

Verified Alarm offers monthly, quarterly, semi-annual and annual invoicing.  However, monthly paper invoicing is charged an additional $1.95 per month.  Call customer care to request any of these bill cycles.

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14 - My system hasn’t been working, can I get credit for the downtime?

If your system is not working, contact Verified Alarm Customer Care as soon as possible, so we can diagnose the problem and get your system up and running right away. Verified Alarm will make sure your system is working properly at all times.

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FAQ: TECHNICAL QUESITONS

15 - How do I change my passcode?

Call customer care to change your passcode. The representative will verify information on your account to ensure you are the account holder before changing the passcode. Verifying information is for your security.

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16 - How can I turn off the chime mode?

If you have a wireless lynx system push “#” then “9” to turn off the chime mode. If you have a hardwired vista system, pressing your four digit code then “9” will turn off the chime mode. (The instructions to turn the mode on or off is the same. If the LCD screen reads “chime” it is on.)

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17 - How do I bypass a zone (example to leave a window open)?

You may bypass a zone by pressing in the 4 digit code then “bypass” then the 2 digit zone number(s). If you do NOT know the zone number for the window, you can call customer care to get zone numbers and descriptions. Or you can open your window and attempt to arm the system. When you attempt to arm the system the open window will cause a fault and you will not be able to arm the system. The zone number for the open window should appear on your LCD screen. Now press in the 4 digit code “bypass” and the 2 digit zone number that was on your screen.

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18 - How do I stop my panel from ringing when my phone rings?

Press “function” then “volume” then “aux.” This sequence will turn the (toggle) ringer function on or off.

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19 - How do I make it so the panel tells me when a door is open?

This is the chime mode. For a lynx panel system press “function” then “chime.” For a vista panel system press your 4 digit code and then “chime.”

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20 - How do I clear the panel when it says “Alarm?”

Press in your 4 digit code and off. Do this twice. The 4 digit code and off, twice will clear a fault, alarm, tamper, or low battery if the problem has been fixed and the system is ready to arm again.

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21 - What does the “AC” on the LCD screen mean?

The “AC” should be on the screen as long as the system is being powered.  It stands for “alternating current”.

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22 - The panel says I have a fault. How do I fix it?

Pressing status twice should tell you what device is faulting. Once you know which device is faulting make sure the device is ready to arm – the cover is snapped on tight, the door or window it is monitoring is closed tightly, etc.

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23 - If a device is faulting, can I use my entire system until a technician comes out?

No, you can use the whole system except for the device that is faulting. The stay mode arms everything but motion detectors, so you can arm it in stay and have everything working but the motions, even if you will be exiting the premises. If it is another device, you may bypass the zone by pressing in the 4 digit code “bypass” + 2 digit zone number(s).

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24 - The panel is too loud, how do I decrease the volume? How do I increase the volume?

To decrease the volume press “function” “volume” “6.” And repeat until you reach the desired volume.  To increase the volume press “function” “volume” “3.” And repeat until you reach the desired volume.

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25 - My screen says that I have a message. What do you need to tell me?

There is a feature for the system that allows users to leave messages for one another. “function” then “record” records a message up to 85 seconds. Pressing “function” and then “play” will play the recording. It is not the alarm company leaving you a message. Someone may have accidently pressed “function” then “record.”

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26 - Will changing phone companies affect my alarm?

Changing phone services can affect the alarm if we are using your phone line to send signals. In particular, changing to an internet based phone or VOIP (Voice over IP), will likely result in your alarm system not functioning properly. Please call Verified Alarm before changing your phone service otherwise your monitoring may be affected.

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27 - How do I know if my system is working?

Verified Alarm recommends that you test your system at least once per month. You can test the system by pressing your 4 digit code and then “test.” Once in test you can open doors and windows that are secured by devices, walk in view of motion detectors, etc. Each time the panel should indicate that the door or window has been opened or the motion activated, which indicates that each device is communicating with the panel. To make sure the panel is communicating with the monitoring station, you can call Verified Alarm customer care and we can make sure the “walk test” signal came through in our system. You can also call Verified Alarm to do a live test, or to put the system on test so we ignore all signals. Once your system is on test, you can test the smoke detector by pushing the recessed test switch through the small hole on the cover.

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28 - What does “FC” mean on the LCD screen?

“FC” stands for “failure to communicate”. This means that for some reason your panel is unable to dial out or communicate with the central station. Please contact Verified Alarm Customer Care so we can quickly identify and fix the problem.

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