Customer Support and FAQ | Frontpoint Security
Frontpoint employee

Questions?

We’ve got answers. Take a look through our FAQs for some quick solutions.

Insert button text here

Base • Subhead

General System


  • Q

    Does your system support an emergency duress or distress code?

  • A

    Yes. This code will serve as a way to stealthily alert authorities that you disarmed your system under duress. Contact Customer Support to learn more about this feature and how to set one up.

Back to Top
  • Q

    What are the passcode and master code used for?

  • A

    Your passcode is a word or phrase used to verify your identity when an alarm is triggered or when speaking with Frontpoint about your account. Your master code is a 4-digit code used to arm or disarm your control panel. (You’ll never be asked for this over the phone.)

Back to Top
  • Q

    What do I do in the event of a false alarm?

  • A

    In the event of a false alarm, please contact our monitoring station at 1-800-932-3822. You will be asked to provide your passcode before the alarm can be cancelled.

Back to Top
  • Q

    Can I assign multiple user codes?

  • A

    You can assign multiple unique user codes and assign them to specific users. To set them up: 1. Log into your MyFrontpoint.com account and click on the User Code tab. 2. Click the Add a User link and enter the first and last name of the new user and click Save. 3. Click on the Go To User Codes Page link where you can enter a user code for the new user and grant them Security Panel Access privileges. If you have Protection Monitoring, contact Customer Support for assistance.

Back to Top

General Equipment


  • Q

    What batteries are needed for each piece of equipment?

  • A

    All battery types and other technical information for each piece of equipment can be found in the Specs section of the equipment pages. If you need a replacement battery for any piece of equipment, just give us a call and we’ll send you one.

Back to Top
  • Q

    What are the models of Z-wave equipment that Frontpoint supports?

  • A

    Supported Z-wave equipment and specifications are always changing. If you have questions about Z-wave equipment and its compatibility with your Frontpoint system, contact Customer Support to learn more. See details here.

Back to Top
  • Q

    How can I name my sensors?

  • A

    The simplest place to name your sensors is on your MyFrontpoint.com account, under the Sensors tab. If you have Protection Monitoring, contact Customer Support for assistance.

Back to Top

General Policies


  • Q

    How do I know if my alarm system will need a permit?

  • A

    Frontpoint has a team dedicated to confirming your address after purchase to determine your and jurisdiction to make sure you have any permits necessary for having a security system. If necessary, we will send this application to you with instructions on how to fill it out.

Back to Top
  • Q

    How exactly does your 30-day, risk-free trial period work?

  • A

    From the day you receive your new system, you’ll have 30 days to try it out and determine that it’s a good fit for you. If this isn’t the case, you’re able to return it using a free shipping label and we’ll refund anything you paid for equipment and monitoring.

Back to Top
  • Q

    Does your system come with a warranty?

  • A

    Yes, all equipment sold by Frontpoint comes with a three-year warranty. If one of your sensors isn’t working properly, please let us know. We’ll troubleshoot the equipment with you to ensure your system is working correctly. If it’s deemed necessary, we’ll replace the equipment free of charge.

Back to Top
  • Q

    How does billing work with your company?

  • A

    We bill via credit card or checking account near the first business day of every month. Every bank is different, so your bank may take a few additional days to process the charge. We require you to keep a valid form of payment on file for monthly billing.

Back to Top
  • Q

    How do I update my billing information?

  • A

    Call Customer Support to update billing information. They will ask you for you passcode to verify your identity and proceed with updating your account.

Back to Top
  • Q

    How do I order new equipment from Frontpoint?

  • A

    Call Customer Support to order new equipment. They will make sure your system is ready for additional equipment and place the order for you.

Back to Top
  • Q

    What if I want to cancel my service?

  • A

    If you’re considering cancelling your service, contact Customer Support to discuss options.

Back to Top

Standard Control Panel


  • Q

    Where is the best location to place the Control Panel in my home?

  • A

    Place your Control Panel on a counter, tabletop or shelf in a central location in your home. Avoid placing within 4 feet of electronic devices or large metallic objects such as a refrigerator, TV or washing machine.

Back to Top
  • Q

    What does it mean when my Control Panel says “Low Battery”?

  • A

    This likely means your panel was unplugged from the AC power for some reason for an extended period of time. This is not an alarm signal and is not urgent, but it is something you will want to contact Customer Support about to check if your Control Panel battery is functioning properly. If your panel has recently been unplugged or experienced a power outage, wait 24 hours and leave your Control Panel plugged in. If you are still seeing that low battery message, please contact Customer Support.

Back to Top
  • Q

    What are chimes and how do I turn them on?

  • A

    Chimes are used to alert you when a door or window is opened. To turn on chimes: 1. With your panel disarmed, scroll down using the down arrow until you see the words “Chime Off” and press OK. 2. You will then see “Off” flashing. Press the up arrow once and you will see the word “On” flashing. Press OK. You will see the words “Chime On” displayed. The Control Panel will return to displaying “Disarmed” after a few seconds. The small bell icon will appear next to the time to indicate that your chimes are now on.

Back to Top
  • Q

    Why does my Control Panel show “Doors + Windows” and “Motion,” but my mobile app says “Stay” and “Away”?

  • A

    “Stay” refers to the arming mode you’d use when you’re remaining in your home, such as at night. When armed in Stay mode, only your Door and Window Sensors (and Glass Break Sensors if you have them) will be armed. This is why the “Doors + Windows” button on your Control Panel corresponds with this arming mode. “Away” refers to the arming mode you’d use when you leave the home, like when you go to work. All sensors, including Motion, Door and Window, and Glass Break Sensors are armed in this mode. Again, this is why the “Motions” button on your Control Panel corresponds with this arming mode.

Back to Top
  • Q

    What is the difference between Exit Delay and Entry Delay?

  • A

    Exit Delay is the time you will have between manually arming your system, and leaving your home and having all the doors closed behind you. Entry Delay is the time you have between entering your home and manually disarming your system using the proper code. Each of these times can be adjusted on your myFrontpoint.com account or by calling our Support team. This way you can give yourself all the time you need to leave or enter your home.

Back to Top
  • Q

    How do I adjust the volume of my panel?

  • A

    You can adjust the beep and speaker volume from your MyFrontpoint.com account. If you have Protection Monitoring, contact Customer Support for assistance.

Back to Top

Touch-Screen Control Panel


  • Q

    Do I need to have Wi-Fi enabled on my panel? How do I do that?

  • A

    Enabling Wi-Fi it improves redundancy, speeds up home automation and allows the panel to receive over-the-air software updates. While your panel’s performance will be unaffected without Wi-Fi, we strongly recommend enabling it. Enable Wi-Fi by following the steps below: 1. Access the Settings Menu – Touch the Settings icon on the Home Screen and enter your 4-digit master code when prompted. 2. Access the Wireless Settings – Touch the System Settings icon then touch the Wireless Settings bar. 3. Connect to your Wireless Network – Touch the Wi-Fi Settings bar, then touch the bar where the name of your wireless network is displayed. If your network is password protected, you’ll be prompted to enter password and press Connect.

Back to Top
  • Q

    How do I adjust the volume of my panel?

  • A

    You can adjust the volume and sound settings for your panel via the Sound icon, which can be accessed either via the Apps or Settings menu.

Back to Top
  • Q

    How do I adjust the screensaver or photo frame settings on my panel?

  • A

    To adjust the screensaver or photo frame settings, touch the Apps icon, then on the next menu, touch the Photo Frame settings icon to access settings.

Back to Top
  • Q

    How do I set the Touch-Screen Control Panel to take a photo whenever the system is disarmed?

  • A

    The panel will automatically take a photo every time an attempt is made to disarm the panel. The 20 most recent images are saved in the camera app under “Disarm Photos.”

Back to Top

Door and Window Sensor


  • Q

    Where should I place my Door and Window Sensors?

  • A

    Placement information for your Door and Window Sensors and all other equipment can be found here.

Back to Top
  • Q

    What should I do if the magnet and/or transmitter don’t quite fit on my door or window?

  • A

    This is a rare occurrence, but one that will likely require a conversation with a Customer Support Specialist. Contact Customer Support for further insight.

Back to Top
  • Q

    Why doesn’t my system announce or chime when I open a door or window?

  • A

    This could be one of two things: either your chimes are not turned on or there is something causing your sensor to not report whether your door or window is opening and closing properly. If you’ve confirmed that your chimes are on and your panel is announcing other sensors, contact Customer Support for assistance.

Back to Top
  • Q

    What do I do if my system is reporting that my door or window is open, but it is actually closed?

  • A

    This is commonly caused by the sensor and magnet not being placed properly when mounted. They could be too far apart or the arrows on the transmitter and magnet could be misaligned. If you’re having this issue and are unable to determine the exact cause and resolve it, contact Customer Support.

Back to Top

Motion Sensor


  • Q

    What is the best location to place the Motion Sensor?

  • A

    Placement information for your Motion Sensor and all other equipment can be found here.

Back to Top
  • Q

    My Motion Sensor keeps getting triggered when no one is in the room, what should I do?

  • A

    The Motion Sensor detects heat sources, most commonly from a person. Other sources of heat in your home that could trigger your sensor may be pets, heating systems or direct sunlight. If you’re a pet owner, go here.

Back to Top
  • Q

    How do I test my Motion Sensor?

  • A

    Instructions for testing your Motion Sensor can be found here.

Back to Top
  • Q

    Why isn’t the red light on my Motion Sensor coming on?

  • A

    During normal use, the red light will not come on. This is to save battery power. The red light will only come on when testing your sensor.

Back to Top

Image Sensor


  • Q

    Where is the best location for my Image Sensor?

  • A

    Placement information for your Image Sensor and all other equipment can be found here.

Back to Top
  • Q

    How can I view my images?

  • A

    Images can be viewed from MyFrontpoint.com, the mobile app or directly on your Touch-Screen Control Panel.

Back to Top
  • Q

    My Image Sensor keeps getting triggered, what should I do?

  • A

    The Image Sensor detects heat sources, most commonly from a person. Other sources of heat in your home that could trigger your sensor may be pets, heating systems or direct sunlight. If you are a pet owner, contact Customer Support.

Back to Top

Glass Break Sensor


  • Q

    Can one Glass Break Sensor cover an entire floor, even between walls?

  • A

    No. The Glass Break Sensor needs to be in direct line of sight from any glass areas it is protecting. Any walls or other barriers will prevent it from working properly.

Back to Top
  • Q

    Where is the best location to place the Glass Break Sensor?

  • A

    Placement information for your Glass Break Sensor and all other equipment can be found here.

Back to Top

Smoke and Heat Sensor


  • Q

    Where should I place my Smoke and Heat Sensor?

  • A

    Placement information for your Smoke and Heat Sensor and all other equipment can be found here.

Back to Top
  • Q

    Is my Smoke and Heat Sensor always monitored?

  • A

    Yes. Like all of our Life Safety and Environmental Sensors, your Smoke and Heat Sensor is always monitored, even when your system is disarmed.

Back to Top
  • Q

    What happens if I’m cooking and set off the alarm?

  • A

    Enter your master code into the control panel and contact the monitoring center to cancel the false alarm. Open a window to air out the room.

Back to Top

Carbon Monoxide Sensor


  • Q

    Where should I place my Carbon Monoxide Sensor?

  • A

    Placement information for your Carbon Monoxide Sensor and all other equipment can be found here.

Back to Top
  • Q

    Is my Carbon Monoxide Sensor always monitored?

  • A

    Yes. Like all of our Life Safety and Environmental Sensors, your Carbon Monoxide Sensor is always monitored, even when your system is disarmed.

Back to Top

Water and Flood Sensor


  • Q

    Where should I place my Water and Flood Sensor?

  • A

    Placement information for your Smoke and Heat Sensor and all other equipment can be found here.

Back to Top
  • Q

    Is my Water and Flood Sensor always monitored?

  • A

    Yes. Like all of our Life Safety and Environmental Sensors, your Water and Flood Sensor is always monitored, even when your system is disarmed.

Back to Top
  • Q

    What happens when my Water and Flood Sensor detects water?

  • A

    Your panel’s alarm will sound. The monitoring center will contact you and leave a message if you do not answer. There is no dispatch associated with this type of alarm.

Back to Top

Recessed Door Sensor Sensor


  • Q

    Can I install a Recessed Door Sensor in a metal door or frame?

  • A

    We advise that you do not attempt to install a Recessed Door Sensor in a metal door or frame.

Back to Top
  • Q

    What tools do I need to set up my Recessed Door Sensor?

  • A

    You will need the following: electric drill with a 7/8-inch spade drill bit suitable for the material of your door, a ruler or straight edge, masking tape and a pencil.

Back to Top

Talking Remote Touchpad


  • Q

    Where should I place my Talking Remote Touchpad in my home?

  • A

    Placement information for your Talking Remote Touchpad and all other equipment can be found here.

Back to Top

Keychain Remote


  • Q

    Do I need to do anything to set up my Keychain Remote?

  • A

    If purchased with your system, your Keychain Remote will work right out of the box. If purchased at a later date, contact Customer Support for activation.

Back to Top
  • Q

    Will my Keychain Remote work anywhere?

  • A

    Your Keychain Remote operates within 100 feet of your control panel.

Back to Top
  • Q

    Can I set off a panic alarm with my Keychain Remote?

  • A

    Yes, hold the lock and unlock buttons down together for 3 seconds will signal a panic alarm and the police will be sent to your home.

Back to Top

Panic Pendant


  • Q

    Do I need to do anything to set up my Panic Pendant?

  • A

    If purchased with your system, your Panic Pendant is fully operational and ready to use right out of the box. If you purchase at a later date, contact Customer Support to activate.

Back to Top
  • Q

    What happens when I press the button on my Panic Pendant? Can I customize this setting?

  • A

    After a panic alarm, we will call you. If there is no answer, we will send the police. If you wish to change it to a medical response, contact Customer Support.

Back to Top

Wireless Indoor Camera


  • Q

    Where should I place my Wireless Indoor Camera?

  • A

    The camera can be placed on a flat surface in your home or business, facing an area you’d like to keep an eye on. This could include on a bookshelf, countertop or table. It can also be mounted to a wall.

Back to Top
  • Q

    How does my camera connect to the Internet?

  • A

    Your Wireless Indoor Camera connects to the Internet via your home Wi-Fi network. During the setup process, you will provide your home network’s login info, allowing your camera to discover it and connect. Once setup is complete, your camera should be connected to your network and functioning properly.

Back to Top
  • Q

    I’m trying to set up my camera and the light on the front won’t turn solid green. What should I do?

  • A

    In many cases, this can be solved by simply power cycling your camera. For more information on power cycling, please consult the Power Cycle and Reset video on this page.

Back to Top
  • Q

    When I log into MyFrontpoint.com, I don’t see a Video tab. What should I do?

  • A

    This is a simple setting update we need to make to your service plan. Please call Customer Support so they can make the update.

Back to Top
  • Q

    The setup wizard can’t find my camera. What should I do?

  • A

    First, locate the MAC address on the camera’s label. Type this number into the search field and click the respective Refresh icon. If your device can still not be found, contact Customer Support.

Back to Top
  • Q

    The configuration process failed. What should I do?

  • A

    This could be the result of a variety of factors. To attempt to resolve, first follow the onscreen instructions to retry the process. If this fails, consult the Power Cycle and Reset video and reset your camera. Then start the process over from the beginning. If that is unsuccessful, contact Customer Support.

Back to Top
  • Q

    Scanning for wireless networks was unsuccessful. Should I try again?

  • A

    Attempt to scan for networks again. If still unsuccessful, power cycle the camera. If that fails, contact Customer Support.

Back to Top
  • Q

    What if my camera won’t connect to my Wi-Fi network?

  • A

    This could be due to an incorrect password for your wireless network or certain settings on your router. Check to make sure you’ve entered the correct password. If you’re confident that you did and your camera is still not connecting, contact Customer Support.

Back to Top
  • Q

    I set up my camera successfully, but when I try to view live video on MyFrontpoint.com, I don’t see anything.

  • A

    This could be due to browser settings and plugin compatibility issues. Try viewing video on your phone or tablet via the MyFrontpoint app. If you see video there, follow the onscreen prompts to install the required plugin. If you don’t see video, contact Customer Support.

Back to Top
  • Q

    What if I don’t want my camera to always be recording? Can I pause the live view or recordings?

  • A

    Yes. To pause a live view, press and hold the WPS button for about one second. The status LED light will turn solid blue. This puts your camera into privacy mode. To pause recordings, click on the Recording Schedules sub-tab on your MyFrontpoint.com account and click the On/Off Switch.

Back to Top
  • Q

    What does the WPS button on the side of my camera do?

  • A

    As previously discussed, the WPS button can be used to place the camera in privacy mode. It can also be used as part of an alternative setup method.

Back to Top
  • Q

    The light on the front of my camera was green and everything was working fine. Now it’s red and not recording. What’s going on?

  • A

    This could be attributed to a variety of factors, including changes to your wireless network or service provider settings, router configuration changes or equipment location. Attempt to power cycle your device. If that doesn’t work, contact Customer Support.

Back to Top

Wireless Outdoor Camera


  • Q

    Where should I place my Wireless Outdoor Camera?

  • A

    Place the camera outdoors in a location near a main entry point of your home (i.e. front porch) or a location that allows for monitoring of your property (i.e. a detached garage).

Back to Top
  • Q

    What if I don’t want my camera to always be recording? Can I pause the live view or recordings?

  • A

    Yes. To pause a live view, press and hold the WPS button for about one second. The status LED light will turn solid blue. This puts your camera into privacy mode. To pause recordings, click on the Recording Schedules sub-tab on your MyFrontpoint.com account and click the On/Off Switch.

Back to Top
  • Q

    How does my camera connect to the Internet?

  • A

    Your Wireless Outdoor Camera connects to the Internet via your home Wi-Fi network. During the setup process, you will provide your home network’s login info, allowing your camera to discover it and connect. Once setup is complete, your camera should be connected to your network and functioning properly.

Back to Top
  • Q

    I set up my camera successfully, but when I try to view live video on MyFrontpoint.com, I don’t see anything.

  • A

    This could be due to browser settings and plugin compatibility issues. Try viewing video on your phone or tablet via the MyFrontpoint app. If you see video there, follow the onscreen prompts to install the required plugin. If you don’t see video, contact Customer Support.

Back to Top

Got questions?
Give us a call.

Customer Support
1-877-602-5276

Monday - Friday:
8 a.m. - 11 p.m. Eastern

Saturday - Sunday:
10 a.m. - 7 p.m. Eastern