Troubleshooting and Tech Support

How do I know my home security system is working?

We recommend you test your home security system regularly to ensure continued protection and proper system operation.

While the steps can vary depending on the model and manufacturer of your control panel, in general, these would be the steps:

  • At the Home screen, tap Security.
  • At the Security screen, tap Menu.
  • At the Menu screen, tap Toolbox.
  • To access the system test, enter the master user code.
  • At the Toolbox screen, tap System Test.

You can also request a system test by contacting Central Station at 1-800-937-8268 or 1-800-638-7077; or request a test online via our Customer Portal. For requests via the Customer Portal, you will need to have an online account. If you don’t already have one, follow these simple instructions.

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How do I request a test from my central station or via the Customer Portal?

Call into the Central Station at 1-800-937-8268 or 1-800-638-7077; or request a test online via our Customer Portal. For requests via the Customer Portal, you will need to have an online account. If you don’t already have one, follow these simple instructions.

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My system isn't working. What should I do?

You will need to speak with someone at your branch office service department during normal office hours. You can contact your local branch for more information.

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Why is my system beeping? What should I do?

Your home security system may beep for several reasons including low batteries, maintenance required, or after a power outage.

Visit our video gallery for tips on how to stop the beeping on your system. If that doesn’t work you will need to speak with someone at your branch office service department during normal office hours. You can contact your local branch for more information.

In an emergency after normal business hours, an operator may be able to have an on call technician contact you for immediate assistance on some panel/system issues.

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What if my power goes out? Will my security system still work?

Yes, Vector Security Monitoring Centers use uninterruptible power supplies, so your security system is always monitored, even if local power goes out.

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How do I recover after a storm or power outage

At Vector Security, your safety is our number one priority. With seasonal hurricanes, blizzards and storms potentially occurring throughout the year, power outages are possible. Rest assured that even during a power outage, our Monitoring Centers are fully functional to provide you with uninterrupted alarm monitoring service.

In the event that you incur a home loss, we recommend you place your system on test until you have a clear timeframe for rebuilding or relocating. To suspend service, please email us at protectme@vectorsecurity.com with your request, including your full name and service address. We will suspend your service as soon as we receive your written request.

Please be advised, like you, some of our branch locations in affected areas may have experienced power outages as well. As a result, our service and installation technicians may not be able to reach you immediately. We ask for your patience as we return to full capacity.

You can learn more on our power outage recovery page.

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I need help with my mobile app. Who should I contact?

Please contact your local branch or email us at wecare@vectorsecurity.com with your issue and we will have someone get in touch with you.

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Where can I get a user manual for my control panel?

For your convenience, you can download a user manual for most of our control panel models here. If you don’t see a manual for your control panel, contact your local branch.

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I am cancelling my phone line, will this affect my alarm system?

As more and more consumers eliminate their traditional phone lines, the good news is you don’t need a phone line to have your alarm system monitored. We have wireless systems that run on cellular technology. Please contact us to schedule an appointment for a representative to evaluate your existing system to determine if you’ll need to upgrade to a wireless system if you do decide to cancel your phone line.

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