they said my account was not setup to require password on disregard
Just to avoid confusion here, all accounts require passwords for disregarding an alarm unless an abort signal comes in. How it works is described below:
Abort signals come in when the system is disarmed by a user. This informs operators that a trusted user is on site and operators accept this as confirmation.
The confusion in your case is that it looks like your account was changed to a No Disregard per Abort type, which should result in a call regardless of disarm signals, however it looks like an error may be occurring with that override specifically on your account. I’m working with AvantGuard IT to find and resolve this issue.