• I just purchased a home with a Monitronics system. How do I get it activated?
• I lost my pass code/code word. How do I access my account?
• How do I update my account information?
• How do I reset my system?
• How do I disarm my system?
• Will my alarm system still work if I lose power?
• Why is it important that I test my system?
• Why do you always ask for a pass code/code word when my alarm goes off?
• I have service scheduled, but now I don’t need it. How do I cancel the service call?
• How much does it cost to add a sensor to my system?
• Am I required to get a permit to operate an alarm system?
• How can I obtain an insurance certificate?
• What is your billing/mailing address?
• Where is Monitronics’ monitoring service available?

I just purchased a home with a Monitronics system. How do I get it activated?
A: You may activate the system by completing the Customer Sign-up form or by calling 1-800-447-9239, ext. 6002, Monday – Friday, 8:00 a.m. – 5:00 p.m. central time.
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I lost my pass code/code word. How do I access my account?
A: Residential customers can obtain their pass code/code word by calling 1-800-447-9239, ext. 2129. Upon request, your pass code/code word will be mailed within 24 business hours to your physical address.

Commercial customers can request a pass code/code word change by faxing the request on company letterhead with the signature of an authorized representative to 972.243.1064. After verification, the pass code/code word will be changed.
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How do I update my account information?
A: You may update your account and emergency contact information by completing the Customer Request form or by calling 800.447.9239, ext. 2129.
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How do I reset my system?
A: Make sure all your doors and windows are closed, and enter your 4-digit number in the keypad twice, slow and firmly.
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How do I disarm my system?
A: Enter your 4-digit number in the keypad, slowly and firmly.
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Will my alarm system still work if I lose power?
A: Yes, the back-up batteries in the security control panel will keep your system running for several hours. Check the “low battery” indicator on the security control panel regularly to verify adequate battery power. Alarm.com systems will last for 24 hours in the case of a power failure.
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Why is it important that I test my system?
A: Testing your alarm system ensures proper operation and communication with our Monitoring Center. In order to test the entire system, each component or zone must be tested individually. Please call Monitronics at 800.447.9239, and one of our Customer Service representatives will give you instructions on how to test your system. To avoid false alarms, you must notify Monitronics when you will be testing your system to prevent the alarm monitoring station from dispatching authorities to respond to the alarm signal.
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Why do you always ask for a pass code/code word when my alarm goes off?
A: This is a verification process, not only to ensure your safety but to determine that the person answering is authorized to be at the location. If an incorrect pass code/code word is given, we will continue with our dispatch process.
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I have service scheduled, but now I don’t need it. How do I cancel the service call?
A: If you are billed directly by Monitronics, You can cancel the service call by contacting the Service Department at 1-800-447-9239, ext. 2119. Otherwise, if you are billed by VMS Alarms, call 1-866-664-8766.
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How much does it cost to add a sensor to my system?
A: The cost is dependent on the type of system currently in use. Complete the Service Repair Request form, which is also for system upgrades, or call 1-866-664-8766 for a price to complement your current system. VMS provides excellent system upgrade and repair service at competitive pricing.
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Am I required to get a permit to operate an alarm system?
A: Each city or county jurisdiction is different. You can ask your local Monitronics Authorized Dealer for assistance or check with your city and local ordinances. Ultimately, if a permit is required, it is the responsibility of the homeowner to stay current on the annual permit renewal requirements, and notify Monitronics of the permit number (if required) and the annual expiration date.
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How can I obtain an insurance certificate?
A: You may obtain an insurance certificate by logging into your Montronics account at: Customer Request form or by calling our Alarm Services Department at 1-800-447-9239, ext. 2129. We ask that you allow 24 hours for processing.
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What is your billing/mailing address?
A:

VMS Alarms
60 Jefferson Park Rd
Warwick, RI 02888

Monitronics International, Inc.
P.O. Box 814530
Dallas, TX 75381-4530
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Where is Monitronics’ monitoring service available?
A: Monitronics provides monitoring service to customers throughout the United States and Puerto Rico.
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