How May I Help You?

Smart Home Admin Support Portal

Introduction

  • Login to the Alarm.com Support Portal

    • Go to to https://alarmadmin.alarm.com

    • Enter credentials and login 

    • Select Customers in menu bar

    • In the Customer Navigation Menu, select the sub-menu below for the appropriate task

Resolution Steps




Login/Password Help

    Displays the primary login information if they have completed the New User Setup process.

    • Emails the customer their login name

    • Emails the Welcome Letter (will start the new user setup wizard for the portal)

    • Emails a reset password link to the set email address

    • When reset, the password is automatically emailed to them directly

    • Select Customers > Customer Support > Customer Info
 

Change Panel Settings

    • Use the Alarm.com Toolkit to change panel settings remotely 

    • Select Customers > Customer Support > Remote Toolkit 

 

Change / Verify Customer Forwarding Settings

    • View / edit a customer's forwarding settings

    • This includes the types of signals to be forwarded, the receiver, and signal communication method

    • Select Customers > Customer Support > Monitoring Settings 
 

Check Signal Status

    • Check signal: displays signal activity to Alarm.com and central station in the last 24 hours

    • Check signal strength history: displays a history of signal strength reported by Alarm.com

    • Select Customers > Customer Support > Signaling
 

History

    • Within this area there are separate tabs for the customer's Account and Login history

    • Select Customers > Customer Support > History

     

    Alarm Events

      • Pending Alarm (Awaiting Programmed Delay)

        • Pre-Alarm Notification on sensor (siren started but panel hasn't dialed yet)

      • Suspected Entry Delay Alarm (Possible Crash & Smash)

        • An Entry Delay Notification was received for at least one sensor; no pre-alarm notification, alarm event, or disarm was received afterwards

      • Suspected Alarm (Possible Crash & Smash)

        • A Pre-Alarm Notification was received (siren started but panel hadn't dialed yet); no alarm or disarm was received afterwards

      • Alarm

        • A sensor tripped an alarm or a panic button was pressed

      • Panel Police Panic

        • Police panic was activated at the keypad

      • Panel Auxiliary/Emergency Panic

        • Auxiliary/Emergency Panic button was activated at the keypad

      • Panel Fire Panic

        • Fire panic button was activated at the keypad

      • Panel Duress

        • Duress code was entered at the keypad

      • Panel Freeze Alarm

        • Energy Saver Module detected a temperature either matching or below the Freeze Temperature programmed into the panel

      • Keypad Tamper Alarm

        • Ten invalid user code attempts were entered consecutively at the keypad

      • No Activity Alarm

        • No user interaction or sensor activity has been reported for the no activity duration programmed into the panel

      • Panel Exit Fault

        • Monitored sensor has been left open after the exit delay expired. Transmitted to Central Station

      • Recent Arming

        • An Alarm was tripped shortly after the system was armed. Transmitted to Central Station

      • Two Trip Error

        • An alarm was tripped; however, a second alarm was not tripped within 4 minutes after the initial alarm

        • Error report sent to Central Station

        • To disable this feature, refer to the Alarm Verify and Two Trip Error settings in the control panel
     

    Monitoring Events

      • Opened

        • Device was opened

      • Closed

        • Device was closed

      • Activated

        • Device was activated

      • Armed Stay

        • Door/window sensors armed

      • Armed Away

        • Door/window and motion sensors armed

      • Disarmed

        • The system was disarmed

      • Arming/Disarming Failed

        • System failed to arm/disarm

      • Bypassed

        • Device was bypassed

      • End of Bypass

        • End of bypass

      • Sensor Test Start

        • Start of sensor test at the panel

      • Failed Website Login

        • Customer failed to login into the website successfully

      • Successful Website Login

        • Customer logged into the website successfully

      • Clear Active Alarms (Website Only)

        • Active alarms cleared from the customer website only (not cleared at the panel)

      • Panel Duress Alarm Clear

        • Duress alarm cleared from the customer website only (not cleared at the panel)

      • Arming/Disarming Supervision Fault

        • System was not in the desired arming state according to the schedule created on the Alarm.com website

      • Arming Reminder

        • System was not armed by the time specified on the Alarm.com website

      • Sensor-Left-Open Alert

        • Monitored sensor has been left open beyond the trigger duration specified by the customer on the Alarm.com website

      • Temperature Alert

        • Thermostat detected a temperature outside of the temperature boundaries set on the Alarm.com website

      • Inactivity Fault

        • No system activity has been reported for the scheduled Inactivity Duration set up on the website under the Alarm.com Up & About feature

      • Inactivity Restoral

        • System activity restored

      • Camera X recorded a new motion-triggered video clip

        • New video clip recorded, triggered by the motion detector in the camera, during the time frame specified by the customer on the Alarm.com website

      • Camera X recorded a new event-triggered video clip

        • New video clip recorded. The recording was triggered by an alarm event specified by the customer on the Alarm.com website

      • Programmed

        • Programming mode was entered at the panel

      • Panel Cannot get pins from panel

        • Access Code Lock is not turned off

      • Modem -panel Comm Error

        • Module and panel cannot communicate

      • Modem -panel Comm OK

        • Module and panel are communicating correctly

      • Power Failure

        • Loss of panel AC power

      • Power Restored

        • Panel AC power was restored

      • Low Battery

        • Device is reporting a low battery

      • Battery Ok

        • Battery recharged

      • Radio Off

        • The Alarm.com radio module has turned itself off in order to conserve battery power

      • Radio Restored

        • The Alarm.com radio module turned itself back on

      • Not Responding

        • The system is not communicating with Alarm.com

      • Communication Restored

        • Communication restored between the system and Alarm.com

      • Phone Line Failure

        • Panel failed to dial out using the phone line

      • Phone Line Restored

        • Panel is able to communicate via the phone line

      • Tamper

        • Device's tamper switch is pressed

      • End of tamper

        • End of tamper

      • Sensor Restore

        • Sensor has been restored

      • Malfunction

        • Device can't communicate with the panel

      • End of Malfunction

        • End of device malfunction

      • Module Malfunction

        • Malfunction of module

      • End of Module Malfunction

        • End of malfunction of module

      • Receiver Jammed

        • Panel's RF wireless receiver report

      • CS Forwarding Failure

        • Alarm.com dialer failed to forward signals to Central Station
 

Confirm Module Specs

    • Verify specifications of a customer's module (i.e. serial number, firmware, feature compatibility, network, etc)

    • Select Customers > Customer Management > Search Customers / Devices > Find Equipment tab
 

Ping Test Module

    • Test the two-way communication between Alarm.com and the module

    • This can be done after it is registered online

    • Select Customers > Customer Support > Signaling
 

Swap a Module

    • Swap the module with a different serial number into the account

    • Select Customers > Customer Support > Customer Info
 

Verify Camera Connection

    • Look up a camera by MAC number to determine if it connected to the account

    • Select Customers > Customer Management > Find Customer Device > Find Equipment
 

Customer Equipment

    • Displays the devices and sensors on the Customer's Smart Home Account

    • Options for changing settings and remote power cycle will vary by device

    • It will open on the overview with all the equipment, and on the top menu options to view by type of sensor or sensor group

    • Use separate equipment tabs to view and troubleshoot panels, sensors, image sensors, power devices, video devices)

    • Select Customers > Customer Support > Equipment
 

Customer Trouble Conditions

    • Displays any Customer trouble conditions and information to allow you to quickly understand and resolve potentially disruptive system issues

    • Select Customers > Customer Support > Customer Info > Customer Trouble Conditions
 

Contact CORE Technical Support

    • Support Number: 866-834-0470

      • Monday – Friday: 6 AM to 6 PM PT

      • Saturday: 7 AM to 4 PM PT

    • Select Support & Sales > Support Center



Internal Information

Commercial Agent Steps

Financial Agent Steps

Management Steps