Support Center

Frequently Asked Questions

General Account

First, enter your code to disarm or silence the system. Then, call us right away at 1-800-551-8000 to report the false alarm. Be ready to provide the account name and password. If you do not call us, be prepared to answer the phone as we will be calling within a matter of seconds to confirm the alarm. We don’t want to dispatch our police or emergency responders needlessly.
Feel free to contact us at 216-459-3000 or use our online form.
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Please feel free to send your feedback to info@usprotective.net
Please review the Cellular Sunset FAQ page and call us for more details.

I need to update my contacts or other account information.

General System

First, call our Service Department at 216-459-3000 to notify us of the test. Otherwise, we may dispatch police or emergency response. Most systems have a specific test mode; details can be found in your manual. Or, simply arm your system then trip some sensors. Systems should be tested monthly.
Our modern IP and cellular- based systems are monitored constantly for connection to our Monitoring Center. Most systems are also programmed to send a regular test signal either daily, weekly, or monthly to test the connection. Older systems may not have these options- please call us to get specific information on your system.
Providers of such services may tell you that they are compatible with all alarm systems. The reality is that they are not reliable for alarm monitoring. For independent verification, please see these articles.

https://www.safewise.com/home-security-faq/voip-security-systems

http://www.cleartechnologiesinc.com/?q=node/107

https://er.educause.edu/articles/2014/7/avoiding-a-fouralarm-fire-in-voip-migration

Our modern systems are immune to this issue since we use IP and cellular technology. However, older systems (pre-2015) may be at risk. We have upgrade options available to address this issue; please contact us for more information.

Most systems have this feature, but it needs to be set up correctly. Please contact us to verify this feature on your system.
This is a “trouble” light indicating that something is not normal with your system. It could be caused by a variety of factors including a power outage, low battery, broken sensor, or many more. In most cases, we will contact you shortly after the light appears to notify you of the situation. You can also use the system keypad to get specific trouble information- consult your manual or call us for help at 216-459-3000.
Most smoke detector manufacturers specify a lifespan of 10 or 12 years. Unfortunately, many installed smoke detectors are much older than this. If your smoke detectors look yellow or dirty, they are probably too old. Please contact us today about updating your smoke detectors. Modern detectors have technology which monitors for sensitivity and dirt.

Carbon Monoxide detectors are usually rated for 5 years before the active material inside the detector breaks down and they will no longer work. If your CO detector begins beeping every few minutes, this is likely why. It should be replace right away, whether it is monitored by your alarm system or is a standalone unit.

Generally, every 5 years. In the event of a prolonged power outage, your system battery may lose its ability to recharge and need to be replaced sooner. Batteries in sensors or wireless keypads may last less than 5 years depending on use or other factors. Please contact us to schedule battery replacement. Or, ask about our Infinity Program, which includes battery replacement.

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