Frequently Asked Questions

Billing FAQ's

1. May I have an invoice sent to my home every month?

Certainly. If this is your preference, we would be happy to accommodate you. For security and accuracy reasons, we would simply need to verify your mailing address. However, for the convenience of our customers, we also provide the options of selecting an Automatic withdrawal program where your payment would be automatically withdrawn from either a checking account or a credit card, depending upon your preference. The automatic withdrawal programs insure timely monthly payment as well as offer optimal convenience by removing the hassle of mailing in payments every month.

2. May I postdate a payment?

Unfortunately, we are not able to postdate payments. We apologize for any inconvenience.

3. May I choose the billing date for my auto payment?

We currently offer the following billing dates for our automatic withdrawal programs: You may select from any of the following:

For Checking Account Withdrawals 1st, 5th, 10th, 12th, 15th, 20th and 25th.

For Credit Card Withdrawals 1st, 5th, 10th, 15th, 17th, 20th and 25th.

4. If my system has not been working, may I get a credit for any of the down time?

Security One sincerely apologizes for any inconvenience you have may experienced as a result of problems you have been having with your security system. If the down time is due to equipment or installation problems, we would be happy to credit you for the down time between now and the time the system is fixed. Please contact our Tech Support Department at 888.584.5152 so they may assist you with trouble shooting your system.

5. How long will it take to see the refund on my credit card?

Security One processes your credit very quickly. However, it can take up to thirty (30) days for you to see your refund reflected on your credit card as the time will vary depending upon the bank and Security One has no control over the bank’s internal procedures and cannot expedite the posting of your credit. 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.

6. What is the warranty on our alarm system?

For your convenience, we have listed below the cost of the standard maintenance contract as well as the features of what is covered and what is not covered.

Re-Activation Fee
$69 down and a new 3 year agreement (account must have been current and time of disconnect)

Includes: a service technician will schedule a time to come out to your home and perform:

• An entire checking and testing of the security system
• Changing of security codes
• Educating you on the operation of your security system

*If the customer was cancelled for non-payment, he/she must repay the bad debt balance and the $69 reactivation fee.

GENERAL FAQ’S

1. How do I find out if I qualify for a deduction on my home owner’s insurance?

Please contact our Customer Support department and request that they send you a Certificate of Installation which you can forward it to your insurance company. Security One cannot guarantee any specific amount that you will save on your home owner’s insurance as this will vary from insurance company to insurance company, state to state and person to person.

2. I have received my alarm permit number, what do I need to do next?

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

3. How do I get a permit number for my system?

While not all jurisdictions require alarm permits, it is best that you call your local police department on their non-emergency line and tell them that you have just had a security system installed and you were wondering if you needed to get an alarm permit.

4. How do I change my verbal pass code or key holders?

You may change your verbal pass code by contacting the Customer Support Department and providing the representative with the requested information which will then be sent to the Central Station. Your new verbal pass code may not be any sort of profanity and it may not be a word that could be confusing to the dispatcher such as the word, “help”.

5. Where is your Central Station located?

We have several state-of-the-art Central Stations located in several states. All of our Central Stations are UL listed and are staffed with professional operators who have undergone rigorous training, have extensive industry experience and have passed background checks.

6. Will I be charged long distance when my alarm sends a signal to the monitoring center?

Absolutely not. Signals to the monitoring center are sent via a toll free phone number so there are no long distance charges.