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We strive to provide you with the information you need to make the best use of your alarm system. Below are the answers to frequently asked questions. If you need additional assistance, please call our customer service team.

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MyGuardianOnline

Accessing your account

MyGuardianOnline makes it easy for you to know everything about your security system. Head to MyGuardianOnline.com to sign up today. Enrolling is easy. You’ll need an email address, customer number, and verbal passcode you use for false alarms.

  • Pay your bill
  • View invoices
  • Request technical support
  • Refer friends and family
  • Test or upgrade your system

Moving? Take us with you!

The Guardian Alarm move program makes it easy to take your home security system and service with you. Receive exclusive discounts on our products, professionally installed and monitored at your new home. No matter where you go, we’ll be there every step of the way.

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Frequently Asked Questions

General

How do I know my system is being monitored right now?

We recommend you call us at 1.800.782.9688 to have one of our representatives test your system. We’ll have you test your system by arming it and opening a door to send us a signal. Then, that’ll let you know that we’re actively monitoring your system.

Will my security system work even if the power goes out?

Using a dedicated cellular connection, your system will continue to work and our monitoring center remains connected even if your phone line is cut, the internet goes down, or even during a power outage. Depending on your system, backup batteries typically last anywhere from 18 to 36 hours.

Why am I unable to see my cameras on my phone?

If you’re unable to view your cameras from your mobile app, it may be because your network status or internet connection are both down. Contact your internet provider to resolve these issues. If you continue to have problems viewing your cameras, contact us at 1.800.782.9688.

If I disconnect or change my landline phone, will my alarm still work?

It depends on how your system is set up. If your alarm is set up to be monitored through your home phone line, then your system will be affected and may not send signals to our monitoring center. If your system is monitored through your home phone and you are planning to disconnect or change your home phone services, contact customer service at 1.800.782.9688.

What does my maintenance plan cover?

Your maintenance plan covers normal wear-and-tear (excluding device batteries), product defects, and equipment failure due to errors in workmanship.

If I replace any doors or windows in my home, do I need to contact you?

If you plan to replace any doors or windows in your home, contact customer service at 1.800.782.9688. We recommend having one of our technicians out to remove any hardware before and after construction to properly reconnect your system.

If my home or business already has a system installed, can I activate it?

Absolutely! No matter what company installed your current system, our installation team will update it and connect it to our 24/7 monitoring center. Call us at 1.800.782.9688 and we’ll help get you started.

I’m moving locations. How do I bring my security system with me?

If you’re moving homes or business locations, you can take Guardian Alarm with you! When you know you’re moving, give us a call at 1.800.782.9688 and we’ll set you up with one of our consultants to walk through your new property.

Can I claim my security system through my homeowners’ insurance?

Yes! Many insurance providers offer discounts on their policies if your home or business has a monitored security system. Give us a call at 1.800.782.9688 and we’ll help walk you through the steps you need to take.

Do I really need professionally-installed security and fire protection?

If you’re considering a DIY security solution versus a professional service, think about the time it takes to contact local authorities. With a professionally monitored system, your alarm sends signals to our 24/7 monitoring center at the fastest speeds.

Security System

My panel is showing a communication failure. What does this message mean?

Communication failures are associated with radio devices on your system. They occur when power has been shut off, alarm radio signals aren’t working, and the backup battery has lost its charge. Check all your circuit breakers to ensure the unit has A/C power. If there was an extended power failure and it has been restored, try clearing the message on your panel by performing the normal reset procedure for your alarm panel. If you are experiencing regular communication failures, call today to schedule a maintenance request at 1.800.782.9688.

If a burglar destroys my security panel, will my alarm not trigger?

With our “Smash & Crash” technology, your security panel will still send alarm signals to our monitoring center even if a burglar destroys or disables your panel.

What if a burglar forces me to disarm my security system?

Ambush codes are meant to be used when you’re forced to disarm your system by an intruder. Entering this code into your panel disarms the system normally while also sending an ambush signal to our monitoring center. Upon receiving this signal, we’ll immediately dispatch the police to the site.

How often should I test my alarm? How do I go about doing this?

We recommend that you test your alarm system each month to ensure it’s in working order. Before testing your alarm system, call us at 1.800.782.9688 and a representative will put your system into test mode. Once in test mode, you’ll then arm the system and begin testing devices. If the signals did not come in as anticipated, your system may require service.

I set off my alarm, so I entered my code and disarmed it. Why didn’t you call me after?

When there’s an accidental activation of your system and you enter your code, we automatically get a cancel signal that helps prevent false alarms. When a cancel signal is received, no call will be placed to the site since a valid code was entered into the panel.

Do I need a service call if I get a false alarm from my system?

No. For a single false alarm, there’s no need to request service. However, if you’re regularly receiving false alarms, contact us at 1.800.782.9688.

I’m unable to arm my alarm. What’s causing this issue?

All doors and windows with alarm protection must be closed before you’re able to arm your system. Make sure there isn’t any movement in the range of your motion detectors as this can also prevent the system from arming. If issues with arming continue, contact us at 1.800.782.9688.

Billing

How do I properly read my invoice?

For instructions on how to properly read your invoice, navigate to the “Billing” section in your MyGuardianOnline account. Once there, select the “Sample Invoice” button in the “Recent Activity” section. The sample provides details on how to correctly read each section of the invoice.

Do I have options for how I receive my invoice?

You can receive your invoice via direct mail, email, or by logging into your MyGuardianOnline account and navigating to the “Invoice Delivery Method” in the “Billing” section.

When is payment due?

Payment is due upon receipt of the invoice.

What options do I have for paying my bill?

You can pay your bill online through MyGuardianOnline. Using this option, you can access and update your wallet, set up automatic payments, and process one-time payments. For all online payments, we accept every major credit card as well as ACH (Automated Clearing House) payments. You can also pay your bill via direct mail using a check or money order.

Does the “Amount Due” reflect my most recent payment?

The “Amount Due” listed on the dashboard of your MyGuardianOnline account reflects payments made as of 7:00 PM on the prior business day.

Why is there a partial month charge on my invoice?

Prorated, partial billing due to added service(s) outside of your current billing cycle.

Can I see the charges for each of my sites separated on my invoice?

Yes. Invoices always display a summary of charges for each site. The site address will appear so you will know to which site the charge relates.

Hear directly from our customers

Great Security Services along with an Application for anyone who is in a hurry. If you have a Smartphone, you can control your home security from your anywhere. The newest feature is FACE ID which can be used with the new iPhone X. While you are in the car, just smile, you can skip the PIN entry and choose Alarm or Disarm. Very convenient. The other feature that I enjoy is that if you forget to set the Security Alarm and move out of a certain area, they call it Geofence, a notification is sent to remind you to set your alarm. Hopefully this won't happen, but if an intrusion occurs or your home loses electricity a notification is sent immediately to your phone. Of course the local law enforcement agency is also informed at the same time. Guardian provides excellent support services that get you thru any unexpected glitches you run into while using the Application.
Jonathon
Jonathon
17:53 30 Nov 17
I am a new customer with Guardian Alarms. This was an install on a new office building. There were delays on the construction of the office and this caused changed install dates with Guardian.They worked with me thru the confusion and everyone I dealt with was professional and competent. I want to recognize one install technician in particular whose customer service was excellent. My hats off to James. He represents your company well.
Todd S
Todd S
16:49 12 Jun 19
Very professional team. The service techs are on time and Courteous. The quality of equipment is outstanding and they offer all types of wireless options to provide your home or business the protection you are expecting from the number one Alarm and monitoring company. Worth the investment. Highly recommend.
jim tolzdorf
jim tolzdorf
22:36 07 May 19
Ron from Guardian Alarm came to our location today and was full of information. He had come for a maintenance call, and helped me reset somethings in the alarm. Very friendly and really knows his stuff. Thank you!
Victoria Chapel
Victoria Chapel
20:00 07 Jun 19
The phone number listed on the monthly bill statement did not work.
J Chen
J Chen
23:28 19 Aug 22
I have been with Guardian Alarm for many years. They monitor my security alarm for my home. I have always received excellent service from customer representatives, the sales department and the service department. I truly appreciate their promptness and customer focused attitude.
Alma Sykes
Alma Sykes
19:07 19 Aug 22
Great food,great service!!
Wendell Raby
Wendell Raby
23:08 29 Dec 19
I’ve had a great relationship with Guardian for many years. They’ve provided excellent and reliable service. The only downside is that I purchased an expensive surveillance camera system and soon thereafter it stopped connecting to my smartphone. Guardian has not been helpful at all in reconnecting it or helping me reconnect it. That’s uncharacteristically poor service from this otherwise customer friendly company.
TallGuy A
TallGuy A
12:21 06 Oct 19
👍👍👍
Hass ALI
Hass ALI
18:26 09 Sep 22
Great local based alarm company.
Paul Simonds
Paul Simonds
20:36 17 Jan 18
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