Service Inquiries for Existing Customers

Check your panel's display for a trouble or zone indicator (usually a yellow triangle). If you see one then please fill out the service request form above and we can help you diagnose the issue.

First, disarm your system and contact our monitoring centre to cancel the response if you haven't already. Give them your verbal password. Then note which zone triggered the alarm (shown on your keypad) — this helps us identify the cause. If false alarms are recurring, submit a service request and we'll inspect the affected sensor. Repeated false alarms can result in municipality fines, so it's worth addressing quickly.

Let us know your dates so we can note it on your account. This helps our monitoring team understand the context if an alarm triggers while you're away. If you have remote access via an app, you can arm/disarm and check cameras from anywhere. If you need a temporary user code for a house-sitter, call us and we'll set it up.

A few things can cause this. If you disarmed the system, the station will receive a cancel code and no calls are made. If you did not disarm the system and the siren was ringing for more than 2+ minutes, then there could be an issue with the communicator or property reference contact list. Please submit a service request above and we can help you diagnose the issue.

Most panels allow the master code holder to add or delete user codes through the keypad menu. The steps vary by panel model. If you're not sure how, don't guess — an incorrect sequence can lock the panel. Call or WhatsApp us and we can walk you through it over the phone.

Start by power cycling the camera: unplug it (or the PoE switch it connects to), wait 30 seconds, and plug it back in. If it's Wi-Fi connected, check that your internet is working and the camera is within range. If the camera is still offline after 5 minutes, check that your NVR/recorder hasn't lost power. Still not working? Submit a service request with the camera location and we'll remote in or dispatch a tech.

Your alarm panel has a backup battery that keeps it running during power outages — typically for 4–8 hours depending on the system. Monitoring continues uninterrupted. When power returns, the panel will recharge the battery automatically. If you see a "AC Loss" or "Power Failure" trouble light after power is restored, that usually clears on its own. If it doesn't clear within an hour of power returning, call us.

Call our office at (604) 937-5394 or submit a service request selecting "Update Call / Contact List." Please have your account verbal password ready. We'll update your call list and confirm the changes with you in writing.

Your monitoring agreement covers 24/7 central station monitoring and alarm response. Equipment service and repairs are billed separately unless you have a service plan. If you're unsure what's included in your specific agreement, call our office and we'll pull up your account and explain exactly what's covered.