Frequently asked questions

If you forgot your password or have been locked out of your account:

1. Go to Login Help. Enter your login (username) in the “Forgot your password?” section.
2. Click “Submit.”

A password reset link will be sent to the primary email address for that login. It will require you to verify your security question before you can reset your password.

If you do not receive a password reset email, the login name may be incorrect. You can request a login name reminder by following these steps:

1. Go to the Login Help page
2. Enter your email address in the “Forgot your username?” section.
3. Click “Submit.” This will send a login (username) reminder to your email address.

You can then use that login name to request a password reset with the above steps. 

Note: The password reset link will expire after 24 hours. If the password reset link does not work when using a mobile device, we recommend trying the link using a computer.

For further questions or assistance with resetting your password, contact your service provider. 

You can create separate logins for any number of users. We recommend that everyone who uses the Alarm.com app has a separate login. Follow the instructions below to create an additional login for your account, and repeat these steps as many times as you need:

1. Log in to your Alarm.com website through an internet browser on your laptop, computer, or mobile device at https://www.alarm.com/login. Note: You must complete login creation through a browser instead of the app.
2. Click on "Users" in the menu on the left side of the screen.
3. Click on "Manage Logins" at the top of the Users page.
4. Click "Add a login." Enter the email address and desired login name for the person in question.
5. Click "Save." Now you can select the permission level you wish this login to have. This will limit what this login can do on the app and webpage. You’ll also indicate what devices they can see control from their app or webpage.
6. Click "Save" at the bottom of the page when you’re done.

When resetting your password, a temporary password will be sent to the primary email address for that login. For security reasons, you will receive a link only if we’ve identified an associated account.

If the email cannot be found:

1. Verify the correct login (username) is being used. To do this: Go to the Login Help page.
2. Enter your email address in the “Forgot your username?” section. Click “Submit.”
3. Verify the email was not placed into another folder other than the inbox (e.g., spam, junk, Promotions, receipts, etc.) or moved to another folder via a filter/rule.

Perform a search in the spam/junk folder for words such as “password,” “reset,” or “notifications@alarm.com” (or your service provider’s custom “from address”). Perform a similar search in other email folders. 

Note: You may not be able to manage or see rules and filters on mobile or app views. To avoid this issue, access the email account via a computer.

1. Verify the blocked sender list does not include the Alarm.com domain.
2. Verify the inbox is not full and other emails can be received.
3. If the email account is a private email address, verify there is no firewall or email filtering. For more information, contact your email host's IT professional.
4. Contact the email provider for more troubleshooting steps regarding missing emails.

Additional steps may include: Confirming the correct email address is being used. Updating your email address to a more popular email service if it is a private email address and there is firewall/email filtering.

To find the support number for your service provider, you can follow the steps below:

1. Open your Alarm.com app.
2. Select the menu button in the upper-left corner.
3. Select “Support.”

You can also visit your service provider’s website to verify their contact information. If you have already done this and still need support, we would love to assist further. While we do not directly sell to, support, or bill end customers, we are happy to contact your provider. Please send the following information to info@alarm.com:

• Name on the account
• Email address(es) on the account
• Phone number(s) on the account
• ZIP code for the account
• A note describing any difficulties you have encountered

If you feel that you are not getting the service you need to receive value from your Alarm.com-powered system, please contact us at wecare@alarm.com.

Please contact your service provider directly for assistance. Your service provider handles all of your billing and service plan changes. They’ll give you the information you need to pay your bill or change your service plan. That way, you’ll ensure you follow all the proper procedures and take care of contractual obligations.

Please contact your service provider. They can help you get the certificate that you need.

Whether you use iOS or Android, downloading and using the app takes just a few steps. Click below to find and download the appropriate app for your mobile device.

Google Play Store (Android devices)

App Store (Apple devices)

Create a strong login. Usernames and passwords are the keys used to access your home system. Creating strong usernames and passwords and enabling Two-Factor Authentication will help keep unwanted users outside. Visit Knowledge Base to learn how to enable Two-Factor Authentication.


Create unique user codes for each individual needing access to the security system. If other people are going to have access to your property and will need to disarm the security system, give them each their own user code. This will ensure you always know who disarmed your system. For more information, login and follow the guide in Knowledge Base.

Create specific logins for each person who accesses the website and mobile applications. If other people are going to have regular access to your account, give them each their own secondary login. This will ensure you always know who logged in. Additionally, you can limit their access to specific devices within your system.

For more information, login and see:

• Create a login for the Customer Website
• Manage login permissions for secondary logins

Push Notifications

Use push notifications for instant, reliable notifications about your account and system. To receive Push Notifications for an account, enable the feature for each mobile device that will receive push notifications. For more information, login and see How can a device start receiving Push Notifications.

Successful and Unsuccessful Login Attempt notifications

You can use System Event Notifications to set up notifications for login attempts as well as other events so you are always aware of what is happening with your system. For more information, login and see Create a system event notification.

User Code created or updated notifications

We automatically send System Awareness notifications to the primary email of a user's account when certain actions occur. These default notifications cannot be configured or disabled and are always sent whenever certain actions occur on a user's account. For more information, login and see Default System Awareness Notifications.

Unexpected Activity Alerts (Events)

Our platform works in the background to analyze system data and learn the normal activity patterns of a property. The system can then send notifications whenever unusual activity occurs in a home or business. Unexpected Activity notifications are intended to provide information only. For more information, login and see Configure Unexpected Activity Alert notifications.

Sensor and Arming Activity Notifications

You can customize which system activity events trigger notifications through the Customer Website and Mobile App.

For more information, login and see:

• Create an arming event notification
• Create a sensor activity notification
• Create a system event notification
• Create an alarm notification

Review system activity regularly

The system activity history shows system, website, and user activity that has occurred within the past 60 days. The system activity history is useful for accessing any information you need, storing key records, and gaining new insights from your system. For more information, log in and see View the system activity history.

Set up Touch ID or Face ID

This will require an additional verification step before someone can access your account on your mobile device.

For more information, login and see:

• How can I set up fingerprint scanning on Android?
• How can I set up Touch ID or Face ID for iOS?

Alarm.com offers a knowledge base for current subscribers. You can access it by following these steps:
Log in to your account on the website www.alarm.com/login. Select the “?” in the upper right corner. Click on "Help Documentation."

Create and edit your Alarm.com notifications by following the steps below:


To create/edit a notification using the customer website:


1. Log in to the customer website.
2. Click “Notifications.”
3. Click the pencil icon on the notification to edit.
4. If you haven’t created the notification yet, click “+ New Notification,” and then click to select the type of notification to add.
5. Enter the desired name for the notification. Configure the notification as desired.
6. In Recipients, click “+ Add Recipient” to select which contacts receive the notification.
7. Click to select the entries in the address book to be notified.
8. If a contact is not listed: Click “+ New” to add a new address book entry.
9. To remove recipients, click “X” to remove the desired notification recipient.
10. Click “Close.”
11. Verify the notification includes the desired settings. Click “Save.”

To create/edit a notification using the customer app:


1. Log in to the customer app.
2. Tap the 3 bars icon.
3. Tap “Notifications.”
4. Tap to select the notification to edit.
5. If you want to create a new notification, tap “+” and then select the type of notification you want to add (e.g., Alarm, Arming Event, Arming Reminder, Sensor Activity, System Event, Video Callout, etc.).
6. Enter the desired name for the notification.
7. Configure the notification as desired. Some notifications allow for notification filtering. For more information, see “What is notification filtering?”
8. In “Recipients,” tap “+ Add Recipient” to select which contacts receive the notification.
9. Tap to select the entries in the address book you’d like to receive a notification, then tap “Close.”
10. To add a new contact, tap “+ Add Contact” to add a new address book entry.
11. To remove recipients, tap “X” to take that recipient off that notification.
12. Verify that the notification has your desired settings. Click “Save.”

Note: You can delete notifications from the notifications page by clicking on the trash can icon on the notification you want to delete. You can’t delete default notifications. If the “remove” icon is not present, click the toggle switch to turn off the notification.

Please contact your service provider for the fastest response. If you are unsure who that is, you can contact us online, call us at 1-800-495-7621 or email info@alarm.com. We’ll be happy to help you.

Your security system may need service to improve communication. We recommend contacting your security service provider so that they can investigate. Once they resolve any communication issues, the remote commands from the app and website will be successful and should update quickly.

If a Z-Wave device displays the malfunction status, it is either not responding to commands or isn’t communicating with the Z-Wave network. As soon as the Z-Wave device sends a response to the network, it automatically changes to the online status. A malfunction message on the Z-wave device often means it is losing power. If restoring power does not resolve the issue, we would recommend contacting your Alarm.com service provider for assistance troubleshooting the Z-wave device installed in your home.

Please contact your service provider for help. They can provide you with the correct battery type and guide you through the process of changing it.

This message indicates that Alarm.com’s servers have not received a location report from the Geo-Device (usually a smartphone) for a 24-hour period. Another common cause for a Geo-Service device malfunctioning is that it may have been deleted but not completely removed from the account. The best way to resolve it is to remove the device altogether from the account before attempting to reattach it.

1. Log in to the customer website.
2. Click “Settings.”
3. Click “Geo-Services.”

The device showing a malfunction status will be listed in Geo-Devices:

1. Click to select the desired device.
2. Click “Delete” to remove the Geo-Device from the account.
3. Click “Ok.”

If the status on your Alarm.com-powered security system does not match the Alarm.com app or website, we recommend refreshing your system’s status.

App: Press on your smartphone’s screen and drag it down while on the home screen to refresh. You can also cause a refresh by logging out of the app and logging back in.

Website: Click the circular arrow button in the upper right corner. This refresh button will request an updated status for your system, and the refresh button in the navigation bar of your browser will not request an update.

If refreshing your app or website resolves status differences between your panel and app or website, your security system may need service to improve communication. We recommend contacting your security service provider so they can further investigate system communication.

Once any communication issues are resolved, statuses should update quickly to get your system up and running again.

If you don’t have an Alarm.com account, here are some basic functions of the thermostat you can manage:

• Press any button to wake the thermostat up. The screen will display the current mode and room temperature.
• Press “up” or “down” to display the current set-point, then press “up” or “down” again to adjust the set-point manually.
• Press the “...” button to change the thermostat mode. You can cycle the mode from heat (flame icon) to cool (snowflake) to auto (flame and snowflake) to “off.”
• After 5 seconds, the screen returns to displaying the room temperature. The mode icon goes from blinking to solid.
• After five or more seconds, the display turns off to save energy, but the thermostat continues to function as expected.
• With an Alarm.com account, the Alarm.com smart thermostat provides additional features such as smart thermostat scheduling, “away from home settings” and remote thermostat control.

You can get an account with a professionally installed Alarm.com solution. An Alarm.com account provides users control over their security system and home automation devices, including the Alarm.com smart thermostat.

We suggest speaking with your realtor for more information on the service provider the previous property owner used to install the products. That provider would already be familiar with the system installed in your home.