Frequently Asked Questions

How do I know my security alarm is working properly?

It is important to test your home security alarm regularly. For your convenience, you can also subscribe to daily, weekly, or monthly automatic alarm testing by calling Customer Care at 866-484-4800.

Do I need to obtain a permit number for my alarm system?

The City of Los Angeles requires alarm permits. If you do not reside in the City of Los Angeles, it is best that you call your local police department on their non-emergency line to tell them you have just had a security system installed. They will notify you if you need a permit and how to go about obtaining one.

How do I change my verbal pass code or call list?

Give us a call to discuss your options. Sometimes it is just as cost-effective You may change your verbal pass code and update your call list by contacting the monitoring center at 310-475-9016. Your revised information will be forwarded to the Monitoring Center. Please keep in mind, your new verbal pass code cannot contain profanity or be a confusing word to a dispatcher such as the word, “help”.

What happens when my alarm goes off?

When your home security system goes off, it sends an alert signal to the Monitoring Center. The Monitoring Center then notifies the appropriate parties which have been designated by you on your call list. For example, if an intruder alert occurs, you can have the police respond, or if your fire or smoke alarm is triggered, we will call the Fire Department. All of these contacts are determined in advance when you set up your system. If you subscribe to ACS Patrol, they will be dispatched to your home. If you do not subscribe to Patrol the police are notified. If the police are notified in response to your alarm, they’ll visit your home as an emergency call to investigate the situation. Any problems at your residence will be handled by the police.

Does my security system qualify for a deduction on my homeowners insurance?

Please contact your homeowner insurance provider for home security discount eligibility information. You can request a copy of your Insurance Certificate or call Customer Service at 866-484-4800. ACS Security cannot guarantee any specific amount that you will save on your homeowner’s insurance as this will vary from insurance company, state, and homeowner.

I have received my alarm permit number, now what do I do?

When you have received your alarm permit number, please contact the Customer Support Department of ACS Security so we may update your account with that number and forward the information to the monitoring center at 310-475-9016.

Where is my Monitoring Center located?

We monitor all of our ACS Customers from our Monitoring and Dispatch Center at 100 Bel Air Road. In addition, in case of emergency or natural disaster, we have fully redundant backup monitoring capabilities so if something happens to our location on Bel Air road – we can continue to monitor the customers we service. All of our monitoring centers are staffed 24/7 with operators who have undergone rigorous training and have extensive security industry experience.

What happens in the event of a false alarm?

If someone at your location accidentally generates a false alarm, Patrol Officers will be dispatched (if you subscribe to Patrol). The police will not be notified if our Patrol Officers determine that it’s a false alarm. Your local municipality may charge a false alarm fine if authorities respond and arrive on location. Additionally, repeat false alarms could result in costly penalties or temporary banning from future assistance. Please contact your local municipality for additional information.

Can I view and pay my bill online?

Yes, you can view your statement and pay your invoice online. If you haven’t created an online account, it only takes a few minutes; start now. For your convenience, you can also select Automatic Bill Pay. Your payments will automatically withdraw or be charged to your credit card on the due date, eliminating the hassle of mailing in payments every month.

I never received my invoice, how can I obtain a copy?

For your convenience, you can view and pay your statement online or you can contact Customer Care 866-484-4800 to have a copy of your invoice sent to you.

How long does it take for a refund to appear in my credit card statement?

ACS Security processes your credit very quickly. However, it can take up to thirty (30) days for you to see a refund reflected on your credit card as the time will vary depending on the credit card company. We apologize for any delay which you may experience, but upon your request we would be more than happy to furnish you with the transaction ID so you may follow up with your bank.

I paid my bill. Why doesn’t my current invoice show my payment?

Invoicing is generated on the 10th of the month, approximately a month prior to the payment due date. Therefore, your payment may not have been received at the time your invoice was generated. You can view your open and paid invoices online by logging into your online account and clicking on Open Invoices and/or Paid Invoices.

Can I upgrade the form of payment I use to pay my invoice?

For your convenience, you can log into your online account and update your Form of Payment or call Customer Care at 866-484-4800 and they’ll be happy to assist you.

Can I take my home security system with me if I move?

Yes, if the equipment is wireless and has not been hardwired into the home, it can be moved. However, we recommend that you contact us in advance so that we may discuss your options. Sometimes, it is equally cost effective to have a new system installed depending on the size and the individual circumstances.

What if there is a system in the home I’m moving into?

ACS Security is able to takeover most existing systems from other home security companies. In the event that we are not able to take over an existing system, we can often replace at minimal cost.

Can I take my system with me if I move?

Give us a call to discuss your options. Sometimes it is just as cost-effective to install equipment in your new home as it is to move your system with you.

What if I move out of state?

Our parent company, Alert 360, services over 30 states in the country. If you provide us with the information for your new location, we can then determine who is available for service in your area.

Can I transfer my service to the new homeowner moving into my current residence?

In most cases, we can take over an existing system and activate it with our services. If we can’t, we can usually replace the current system with minimal cost.

If the new homeowner moving into my current residence wants my system, can I transfer it over to them?

Yes! ACS Security is more than happy to offer protection to the new homeowner. If you are able to assist in offering our services to the new homeowner, you are eligible to receive a $100 referral bonus! This bonus also applies to any friend or family member you refer our services to!

I’m disconnecting my phone service and will only have a cell phone. Do I need to notify ACS Security?

Yes, it is important for you call Customer Care 310-446-0527 option 3, prior to making the change to ensure your alarm monitoring continues to operate uninterrupted and to update your contact numbers. We offer CellularSolutions in the absence of a traditional phone line.

What do I need to do if I decide to move or sell my residence?

Please call Customer Care 310-446-0527 option 3, at least four weeks prior to vacating your premises to discuss the options available to you.

How do I upgrade or add new services to my alarm system?

Available upgrades and new service additions can be reviewed with one of our knowledgeable Service Representatives by calling 310-446-0527 option 3. You can also request to have a representative contact you at your convenience.

What is cellular alarm monitoring?

Cellular alarm monitoring is the new standard in home security monitoring. Operating on a dedicated cellular channel, the system sends a wireless signal via a secure, encrypted transmission to the Monitoring Center in case of emergency.

Will cellular monitoring use my data plan’s minutes?

The system works on a separate, dedicated cellular signal so your plan will not be affected. However, using enhanced services* via your smartphone utilizes data time.

Will I need internet service?

Internet service is not required for cellular alarm monitoring or enhanced services with the exception of video. Enhanced services* require a smartphone.

Can I still keep my landline?

Yes, cellular monitoring operates on a separate system and will act as backup to your existing system should you choose to keep your landline and wired system.

Are landlines becoming obsolete?

Almost 25% of Americans now live in homes without a landline and that figure doubles among young adults (aged 25-29). While there is no hard cut-off date for landline termination, Plain Old Telephone Service (POTS) will most likely be retired in favor of more reliable, cost effective and flexible cellular communication.

Will I need a cell phone to use cellular alarm monitoring?

No, cellular monitoring uses its own dedicated network to send and receive signals.

What are enhanced services*?

With a cellular alarm monitoring system and a smartphone, tablet or computer with internet connection, you have access to many additional enhanced features, such as:

• Remote Arm & Disarm
• Live Streaming Video Camera Surveillance
• Light and temperature controls
• Home entry notifications and archived entry logs

If the power goes out, will our family still be protected?

Yes, the cellular transmitter has backup battery power and will continue to operate during temporary power outages.

In general, what should I watch for?

• Many sales agents will appear normal, act sincerely and dress professionally.
• Agents may not talk about products or money; instead, they may distract you with talk of a competition or sweepstakes.
• Charitable causes are many, and may also be used to appeal to your good nature.
• They work and talk fast. Don’t expect them to wait for you to say yes before they start filling out the paperwork. If a sales agent tries to recruit you to sell for incentives and free products, you know it may be a scam.

How does this affect me?

• Signing a contract with a new security system company does not override any existing agreements in place.
• It is possible by engaging in duplicate contracts, you could be legally obligated to pay for two systems under two separate agreements.

In the case of home security offers, how can I tell if the agent may be unethical?

• If you are being pressured to act immediately to secure a “limited time offer.” You may be enticed with a “FREE” system.
• Beware, there could be strings attached (read the contract carefully). Agents may use scare tactics, such as talk of multiple neighborhood break-ins.
• They may claim your current security provider is out of business.
• If an agent offers to cancel your current agreement for you, or makes a claim that their contract will void any other agreements. Be aware, your current agreement can only be changed by you.

How do I protect myself from deceptive door-to-door sales tactics?

If a sales agent knocks on your door, here are some safety tips and ways to help you veirfy their credentials:

• Always ask for identification before opening the door and double-check their credentials by calling the company they are claiming to represent.
• When in doubt, do not open your door. It is never safe to let strangers into your home.
• Be wary when opening the door to agents who don’t have an appointment.
• If you have children at home, make sure they know how to handle a stranger at the door.
• Know your rights. You are entitled to a three day right of rescission to break any contract sold door-to-door.