Interesting morning!

Support
1

Unable to disarm this morning…tried wifi and cellular and 3 diff phones. Had to run down and set off alarm and enter code…that also took forever to actually silence the alarm (panel acting all sorts of wonky).

10 minutes later y’all call and I tell you your systems must be down. Another 20 minutes and the cops show up and say YOU SAID THAT I ENTERED THE WRONG CODE.

Not good.

2

There was a widespread Alarm.com systems issue this morning which appears to have impacted this event.

I am looking into your account to determine the exact events, but I can confirm that the processing of the signals in Alarm.com was delayed due to the issue that occurred.

There were multiple alarm signals from a motion detector zone which were impacted.

Another 20 minutes and the cops show up and say YOU SAID THAT I ENTERED THE WRONG CODE.

I see why this occurred. In the call log I can confirm that an incorrect verbal password was provided during the call. This is the verbal password which lets operators know they are speaking to a verified authorized individual on your account.

If you do not remember the verbal password you can view and edit it at any time on the Professional Monitoring tab in the system manager here.

3

They need to clarify what they are looking for…I have an alarm.com password, a universal password, a user password, duress word, PINs for each user, etc.

1 Like
4

I understand your frustration.

To clarify, the monitoring station will be asking you for a verbal password associated with your 24/7 Professional Monitoring account. These are set up through the Surety website when you first activate service. They can always be reviewed/changed through the Surety website (System Manager).

  • Universal Password (required) - This password can be used by all contacts and is the all clear password for alarm events. Given to identify when speaking with monitoring operators.
    • Individual Contacts can be given an individual verbal password. If no individual password is selected, the Universal Password can be used.
  • Duress Word (optional) - Duress Password used in hostage type situations. When given to operators during an alarm event, this password results in police dispatch. Verbally this will be treated as an all clear.

Your Alarm.com Login and User passwords are login credentials for the Alarm.com website and mobile app. Monitoring Station operators will not be asking for these login credentials.

Pin codes (Installer, Dealer, Master User, User etc.) are numerical codes used to access panel programming or disarm the system.

More information on how to use 24/7 Professional Monitoring can be found in the guide below: