Our Frequently Asked Questions

General Security System

• Why Am I Unable to See My Cameras On My Phone 

  Trouble viewing your cameras in the mobile app usually comes down to your network status or internet connection being down. Start by contacting your internet provider to get that resolved. If your cameras still aren’t showing up after that, call us at 855-642-5276 and we’ll help you troubleshoot.

• Will My Security System Work Even If My Power Goes Out?

  Your system relies on a dedicated cellular connection, so it keeps working and stays linked to our monitoring center even if someone cuts the phone line, the internet drops, or the power goes out. Backup batteries typically run anywhere from 18 to 36 hours, depending on your specific system.

• If I Replace Any of My Home Windows Or Doors Do I Need to Contact You?

  Door and window replacements can interfere with your system’s hardware, so it’s worth looping in our team before you start. Call customer service at 855.642.5276 to schedule a technician to pull the relevant hardware ahead of construction and reinstall it once the work wraps up. That keeps everything properly reconnected on both ends.

• I'm Moving. How Do I Bring My Home Security System With Me?

  Moving to a new home or business? Your Citywide Alarms system can move with you. Once you know your move date, call us at 855.642.5276 and we’ll connect you with a consultant to go over your new property and get everything set up there.

• Does My Homeowner's Insurance Allow Me To Claim My Security System?

  A monitored security system can qualify you for discounts with many insurance providers. Call us at 855.642.5276 and we’ll walk you through what you need to do to take advantage of that.

• How Do I know If My System is Being Monitored?

  To confirm your system is being actively monitored, call 855.642.5276 and one of our representatives will walk you through a test. You’ll arm the system and open a door to trigger a signal on our end, which confirms everything’s connected and working as it should.

• Do I Really Need A Professional Home Security System?

  Response time is the real difference between DIY and professional monitoring. A professionally monitored system sends alarm signals straight to our 24/7 monitoring center at the fastest speeds possible, rather than relying on you to notice something’s wrong and contact authorities yourself.

• If I Dissconnect Or Change My Landline, Will My Alarm Still Work?

  Response time is the real difference between DIY and professional monitoring. A professionally monitored system sends alarm signals straight to our 24/7 monitoring center at the fastest speeds possible, rather than relying on you to notice something’s wrong and contact authorities yourself.

Your Security System

• I Accidentally Set Off My Alarm. Why Didn't I Recieve A Call From You?

  Entering your code after an accidental activation sends us an automatic cancel signal, which helps keep false alarms from being reported. Since a valid code was entered at the panel, we won’t place a call to the site once that cancel signal comes through.

• What Does It Mean When I Keep Getting A Communication Failure On My Panel?

  Communication failures trace back to the radio devices in your system, typically triggered by a power shutoff, a disrupted alarm radio signal, or a backup battery that’s lost its charge. Start by checking your circuit breakers to confirm the unit still has A/C power. If the power was out for an extended period and has since come back on, try clearing the panel message using your alarm’s standard reset procedure. If communication failures keep happening, call 855.642.5276 to schedule a maintenance visit.

• How Often Should I Test My Alarm System?

  Monthly testing helps confirm your alarm system is working the way it should. Before you begin, call 855.642.5276 so a representative can switch your system into test mode. From there, arm the system and go through testing each device. If any signals don’t come through as expected, that’s a sign your system may need service.

• Should I Test My Alarm System? If So, How Do I Do It, and How Often?

  Monthly testing helps confirm your alarm system is working the way it should. Before you begin, call 855.642.5276 so a representative can switch your system into test mode. From there, arm the system and go through testing each device. If any signals don’t come through as expected, that’s a sign your system may need service.

• If My Security Panel Gets Destroyed By A Burglar, Will My Alarm Still Trigger

  Even if a burglar tries to take out your security panel by smashing or disabling it, our “Smash & Crash” technology has already sent the alarm signal through to our monitoring center before that damage can stop it.

• What About If I Am Forced to Disarm My Security System By a Burglar?

  An ambush code exists for situations where an intruder forces you to disarm your system. Entering that code disarms everything as usual on the surface, but it also sends a silent ambush signal to our monitoring center. As soon as we receive that signal, police are dispatched to your location immediately.

• Should I Schedule A Service Call For A False Alarm From My Security System?

  A single false alarm isn’t something you need to request service for. If false alarms start happening on a regular basis, though, reach out to us at 855.642.5276.