FAQs

1. What do you do when the alarm system is beeping?
 
(A)  For Simon Users:
  • First, try pressing the system status light on your keypad. There will be an automatic message telling you if there is a problem. In most cases you will be able to clear the beep without further assistance.
  • You may also choose to look at your user manual, which is available online to troubleshoot basic issues.
  • Please check your smoke detectors to ensure your batteries are not low.
  • If the message you hear after pressing the status light requires further assistance please call 1-866-855-4374 to put in a request for service.
(B)  For Concord Users:
  • Pres * + *. Interior sirens sound beeps according to the current arming level. Touchpads display the status information, for example, “SENSOR 03 BYPASSED,” “SYSTEM BATTERY IS OK,” or “AC POWER IS OK.”
  • You may also choose to look at your user manual, which is available online to troubleshoot basic issues.
  • Please check your smoke detectors to ensure your batteries are not low.
  • If the message you hear after pressing the status light requires further assistance please call 1-866-855-4374 to put in a request for service.

2. What do I do if my status light is on?
 
For Simon Users:
  • This indicates you have a message waiting to be heard. Press the status button to listen to your message and follow the instructions given to you.
  • You may also choose to look at your user manual, which is available online.
  • Based on the message you may need to put in a call for service by calling our customer service line at 1-866-855-4374.

 3. My keyfob is not working, what do I do?

  • Most often this can be resolved by pressing the button on your keyfob down until the green light flashes.

4. I’m moving and want to have my security system moved,
      how do I do that?
  • Simply go to the “Service Request” (link to that page) page and complete the service request form. One of our security specialists will contact you within 24 hours to set up an appointment to make the move. If you’d prefer you may also call us at 1-866-855-4374.

5. When do you automatically draft my checking account?
  • If you have elected to have electronic funds transfer (EFT) on your monitoring account then your account will be drafted the third day of each month. If you have any questions about your billing please contact our accounting department at 1-866-855-4374.

6. I’m switching from a traditional phone line to Internet based phones
      (VoIP), what do I need to do?
  • Just give us at call at 1-866-855-4374 so that we can test your system. While we are on the phone with you we will test your security system for you to ensure it is functioning properly with your new phone service.

7. How do I change an Access Code?
 
(A)  For Simon Users:
  • Open the cover of the panel.
  • The panel voice prompts you to Use numbered keys to enter ID. Enter your master access code using the numbered keys.
  • The panel voice prompts you to Please select from the START MENU. Press the Ass button on the START MENU.
  • The panel voice prompts you to Select from the MAIN MENU. Press the Access Code button on the MAIN MENU.
  • The panel voice responds with Master Cod, press again for next access code, DONE to select or press CANCEL to quit. Press the access code button again to hear the next access code. When you hear the access code you wish to change press the DONE Button.
  • Enter 3-6 new numbers using the numbered keys. (Access Code length is programmed by the installer.)
  • Close the panel cover.
(B)  For Concord Users:
  • To change the system mater code, enter the programming menus by pressing 9 + the current System Master Code.
  • Press 110.
  • Enter the desired 4-digit System Master Code, then press #.
  • Press * + 4 + # to exit the programming menus.

8. How do I set the clock on my system?
 
(A)  For Simon Users:
  • If the panel loses power, the clock must be set. The default setting is 12 hour mode. Your installer can set the clock to 24 hour mode if you wish.
  • Open the panel cover. Panel announces, Use numbered keys to enter ID.
  • Enter the master access code. Panel announces, Please select from the Start Menu.
  • Press Clock Set from the Start Menu. Panel announces, Time is ****, to change press hours and minutes, then press done.
  • Follow the arrow from the Clock Set button to the Hours keys.
  • Press the Hours +/- keys and listen to the voice prompts. Stop when the panel voice announces the correct hour.
  • Press the Minutes +/- keys and listen to the voice prompts. Stop when the panel announces the correct minutes.
  • Press Done. The panel will announce the time set.
  • Close the cover.
(B)  For Concord Users:
  • To set the system time:
    • Enter the programming menus by pressing 9 + System Master Code
    • Press 00
    • Enter the correct time in 24-hour format (4 digits), then press #
      For example, if the current time is 7:23 a.m., press 0723 + #
    • Press * + 4 + # to exit the programming menus.
  • To set the system date:
    • Enter the programming menus by pressing 9 + System Master Code.
    • Press 01
    • Enter the current date as 6 digits (mm/dd/yy), then press #
    • Press * + 4 + # to exit programming menus.