For reference here is the previous thread that I mentioned.
CS not responding appropriately - Support - Surety Support Forum (suretyhome.com)
Also I just tested WITHOUT aborting and again was not required to provide a password to disregard the alarm (which is a safety concern since if I was in danger I would have had to chance to provide a verbal durress code). It sounds like when I had you guys update the emergency information (ie keybox and pet information) on my account when I moved this time that the same thing has happened as last time.
To aid in your troubleshooting nothing has changed in system manager other than the address when I moved and the emergency notes. I have also not turned video verification back on since we turned it off in the linked thread.
Please help! Thank you in advance!