I am trying to reactivate my account after moving from NC to GA. However, I am getting an error about needing a new module. How can I reactivate my account? I have been using Surety for years. Please help!
Thanks,
Edgar
If Surety does not support my panel anymore, please issue me a refund and cancel my account while I shop for a new panel. Thanks!
Hi Edgar,
We support all Alarm.com compatible panels. It looks like you cancelled your previous account and are trying to create a new account. What error message are you seeing? Does it say you have a 3G module? If so, Alarm.com stopped allowing new accounts to be created with 3G cellular modules in Jun 2019. You need 4G LTE now.
What kind of panel do you have?
We’re happy to refund your purchase and help you get this figured out.
Yes 2gig-cp11-345e
2gig-gcx
I think my issue is because of the 3g module. My plan was to reactivate after I moved. But I guess it cancelled instead. Is there anyway to bypass the error since I had an account previously? If not, I guess I’ll try to purchase a 4g module. Also, please refund my account in the meantime. I’ll reactivate once my system is ready to go.
Thanks,
Edgar
There is no way around the 3G limitation. However, you would have needed to upgrade to LTE soon anyway. They’re shutting down the 3G networks. We sell the LTE module here. What firmware version do you have? Here’s how to check.
1.9.6
I have 2 different firmware one is a V1.5
The other is 1.9.6
I have 2 different firmware one is a V1.5
The other is 1.9.6
Are you referring to two different system locations?
Both would need to be updated to the latest version to use an LTE module. 1.19.3.1 is the latest version and can be applied via update cable.