Phone: (281) 249-9895
Frequently Asked Questions
Where can I manage my account information?
Velocity Smart Security is an authorized dealer for Vivint.SmartHome and Alarm.com . Each of these technology companies provides a comprehensive online account center that gives customers access to all important account information, billing history, and account documents, as well as online access to control their security system. Visit the respective website of your system or email us at email@example.com with questions.”
How can I obtain a certificate for my home insurance?
Many insurance companies will give you a discount just for having a security and home automation system installed. However, they often require a certificate proving the installation has taken place. To obtain this certificate, simply download the certificate from your online account center or contact us and we would be happy to provide one for you.
Can I obtain the certificate before my installation date?
No. Installation must take place before we issue a certificate.
Do I need an alarm permit for my security system?
It depends. The easiest way to know if you need an alarm permit or not is to search your local government’s website. If your city does require a permit, almost all cities make these forms available online. However, as a courtesy, you can call customer support and we will mail your form to you, if you need one. If you get the form through us, the process will take between 7 and 10 working days.
How much does a permit cost?
The price of a permit varies depending on your municipality. Visit your local government website for more information.
When I get notified that my alarm has been triggered, how do I find out if it was an actual emergency or a false alarm?
If the alarm is triggered, 2-way voice is activated on your control panel and the Central Monitoring Station will talk to you within seconds. If the correct code is not given, police will be dispatched. If no one responds to the panel, Central Monitoring will call the phone number on file for your address.
Do I need to be at home for my installation?
Yes. Our technicians walk through your home to find the best way to set up your system. This means an adult member of the family must be present.
What happens when I move?
At Velocity, we are dedicated to excellence in customer service. That’s why we make moving as simple as possible. Your account representative will review our move policy with you during the initial consultation and installation.
Does your system support an emergency duress or distress code?
Yes. This systems supports a distress code which will serve as a way to alert authorities that you disarmed your system under duress without alerting an intruder or attacker in any way. Please contact customer support to learn more about how to setup and use this important feature.
What batteries are needed for each piece of equipment?
A list of all battery types and additional helpful technical information for each piece of equipment in your system can be requested by contacting Velocity Smart Security.
Does your system come with a warranty?
Yes, Velocity supports all equipment with a three-year warranty, and dedicated customer support. If one of your sensors isn’t working properly, please let us know. We’ll troubleshoot the problem with you to ensure your system is working correctly. If it’s deemed necessary, we’ll replace the equipment free of charge. Restrictions may apply – please contact your sales consultant for details.
Do I need to have Wi-Fi enabled on my panel? How do I do that?
While panel performance is unaffected without WiFi, we highly recommend customers enabling it because it improves other aspects of the system. Enabling Wi-Fi improves redundancy, speeds up home automation and allows the panel to receive timely over-the-air software updates.
Can the control panel volume be adjusted?
Yes, you can adjust the volume and sound settings for your panel via the Sound icon, which can be accessed either through the Apps or Settings menu.
How do I set the Touch-Screen Control Panel to take a photo whenever the system is disarmed?
To adjust the screensaver or photo frame settings, follow these steps:
- Touch the Apps icon,
- On the next menu, touch the Photo Frame settings icon to access settings.