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Support FAQ

General System


  • Q

    Does your system support an emergency duress or distress code?

  • A

    Yes. Contact Customer Care to learn more about Frontpoint’s emergency distress code feature and how to set one up for your system.

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  • Q

    How are the passcode and master code used?

  • A

    Your passcode is a secret word used to verify your identity when speaking with Frontpoint about your account—including when your alarm is triggered. You can choose any word or phrase you want—as long as you will remember it.

    Your master code is the 4-digit code of your choice that you punch into your Control Panel to arm or disarm your system. (You’ll never be asked for your master code over the phone.)

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  • 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 800-932-3822. You will be asked to provide your passcode in order for the monitoring station to cancel the dispatch.

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  • Q

    Can I assign multiple user codes?

  • A

    Yes. You can assign multiple unique user codes and assign them to specific users. To set them up, log into your MyFrontpoint.com account and follow these steps:

    1. Click “Users” in the menu to the left.

    2. Click “Add a User” and enter the first and last name of the new user.

    3. Click the lock icon below the name field to enable access for the new user.

    4. Click into the Access Code box and enter a unique 4-digit code for that user.

    4. Click Save.

    If you have Protection Monitoring, contact Customer Care for assistance in setting up user codes. 

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General Policies


  • Q

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

  • A

    Based on your address, Frontpoint will determine whether you need a permit. If so, we will provide you with a copy of your jurisdiction’s application. Filling out the application is generally a simple process.

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  • Q

    How does Frontpoint's 30-day, risk-free trial period work?

  • A

    Starting on the day you receive your new system, you’ll have 30 days to try the system out and experience how the Frontpoint system fits with your lifestyle. We are so confident you’ll love your Frontpoint system that we will provide a complete refund (and free return shipping) if you are not fully satisfied for any reason.

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  • Q

    Does your system come with a warranty?

  • A

    Yes, all equipment sold by Frontpoint comes with a warranty, if you are in a contract with us. If one of your sensors isn’t working properly, just get in touch with Customer Care and we’ll replace the equipment, free of charge.

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  • Q

    How does billing work with your company?

  • A

    We bill via credit card or checking account on the first day of every month. Your bank may take a few additional days to process the charge. Customers must provide a valid form of payment that Frontpoint can keep on file for monthly billing.

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  • Q

    How do I update my billing information?

  • A

    Log into MyFrontpoint.com or your Frontpoint app. Select the “My Account” menu option on the left side of the screen. Then use the “Account Billing” menu option.

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  • Q

    How do I order new equipment from Frontpoint?

  • A

    If you are a new customer, you can shop for home security systems and equipment here.

    If you are a current customer, you can order new equipment any time through the Frontpoint app, or by logging into MyFrontpoint.com and accessing our online shop. Use the menu on the left side of the page to select the “Shop” menu option.

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  • Q

    How do I cancel Frontpoint service?

  • A

    Just contact our Customer Care team. We’re sorry to hear you’re considering cancelling your Frontpoint service. Please refer to your original contract to review requirements and possible early termination fees.

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General Equipment


  • Q

    What batteries are needed for each piece of equipment?

  • A

    Frontpoint provides technical specs (including battery types) for each piece of equipment through our User Guides page. If you have questions about replacement batteries for any piece of equipment, contact Customer Care.

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  • Q

    Can I integrate my Z-Wave equipment with my Frontpoint system?

  • 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.

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  • Q

    How do I name my sensors?

  • A

    Name your Frontpoint sensors by logging into your MyFrontpoint.com account, then clicking the Sensors tab. If you have Protection Monitoring, contact Customer Care.

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Frontpoint Hub & Keypad


  • Q

    Can I adjust the brightness of the Hub’s LED light?

  • A

    Yes, contact Customer Care for help adjusting the Hub’s LED brightness.

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  • Q

    Does the Hub need to be connected to WiFi?

  • A

    No, the Frontpoint Hub can function without WiFi by using a cellular communication. However, you may opt to connect the Hub to WiFi as a backup communication method. We strongly recommend doing so.


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  • Q

    How do I activate the Hub?

  • A

    If you are a brand new Frontpoint customer, visit frontpoint.com/setup and follow the setup instructions. If you are upgrading from your current Frontpoint control panel to the Frontpoint Hub, please contact Customer Care and we will help you switch.

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  • Q

    How do I turn off Hub chimes?

  • A

    Just call Customer Care and we will customize your chimes.

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  • Q

    How many Keypads can I connect to my Frontpoint Hub?

  • A

    You can add up to four Keypads to your Frontpoint Hub.

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  • Q

    Which third-party sensors work with the Frontpoint Hub?

  • A

    Before you purchase third-party equipment, we recommend you consult with Frontpoint’s Customer Care team for help identifying the best third-party options.


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  • Q

    Will the Hub work with my existing Frontpoint equipment?

  • A

    Yes, the Hub is compatible with all of Frontpoint’s sensors.

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Standard Control Panel


  • Q

    Where in my home should I put my security system’s Control Panel?

  • A

    The best place for your Control Panel is a central location in your home, preferably near your main entry point, so you can easily disarm your system when arriving or departing. You may wish to affix the Control Panel to the wall or place it on a counter, tabletop or shelf. Avoid placing within 5 feet of electronic devices (such as a refrigerator, TV or washing machine).

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  • Q

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

  • A

    This likely means your Control Panel was unplugged from power for an extended period of time. Plug it back in and wait 24 hours. If the low battery message remains, contact Customer Care.

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  • Q

    What are chimes and how do I turn them on?

  • A

    Chimes are sounds that alert you when a door or window is opened. To turn on chimes, follow these steps:

    1. Disarm your panel.

    2. On the right of your display, you will see a “Menu” button, as well as UP and DOWN arrows. Use the DOWN arrow to scroll down until you see the option for “Chimes off.”

    3. Press OK. You will see “Off” flash.

    4. Press the UP arrow once. You will see “On” flash.

    5. Press OK. You will see “Chimes On.”

    6. In a few seconds, the Control Panel will say “Disarmed,” and the bell icon will appear.


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  • Q

    What do “Stay” and “Away” mean?

  • A

    “Stay” is the arming mode you should use when you’re remaining in your home, such as at night. “Away” is the arming mode you should use when you are leaving home. The difference between the two modes is that “Away” activates all sensors, whereas “Stay” mode activates everything but your motion sensors.

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  • Q

    What is the difference between Exit Delay and Entry Delay?

  • A

    Exit Delay is the amount of time you have to exit your home after arming your system. (This means all doors must be closed behind you.) Entry Delay is the time you have to disarm your system after getting home. You can customize those time frames on your MyFrontpoint.com account. Many people choose around 60 seconds for Exit Delay and 30 seconds for Entry Delay.

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  • Q

    How do I adjust the volume of my panel?

  • A

    You can adjust the beep and speaker volume from your MyFrontpoint.com account through the “Settings” option in the menu. Then, click “Devices” followed by “Control Panel Settings” at the bottom of the menu.

    If you have Protection Monitoring, contact Customer Care for assistance.

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Touch-Screen Control Panel


  • Q

    Do I need to enable WiFi on my touch-screen panel?

  • A

    Your system is completely functional without WiFi, but enabling WiFi helps your system’s software stay up-to-date. We strongly recommend enabling WiFi on your touch-screen panel.

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  • Q

    How do I enable WiFi on my touch-screen panel?

  • A

    Follow these steps:

    1. Access the Settings Menu – Touch the Settings icon on the home screen. You can then choose Advanced Settings. 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 WiFi 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.


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  • Q

    How do I adjust the volume of my panel?

  • A

    You can adjust the beep and speaker volume from your MyFrontpoint.com account through the “Settings” option in the menu. Then, click “Devices” followed by “Control Panel Settings” at the bottom of the menu.

    If you have Protection Monitoring, contact Customer Care for assistance.


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  • Q

    How do I adjust the screensaver or photo frame settings on my touch-screen 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.


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Door and Window Sensor


  • Q

    Where should I place my Door and Window sensors?

  • A

    Placement instructions for your Door and Window sensors can be found in the “Equipment Setup” menu option on the Frontpoint app when you ready to setup and activate this sensor to your system. If you are setting up your system for the first time, placement instructions are available at Frontpoint.com/setup. Just visit that address on your mobile device.

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  • 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 if you encounter this issue, just contact Customer Care.

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  • Q

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

  • A

    Your chimes may be turned off. Follow these steps to turn chimes on:

    1. Disarm your panel.

    2. On the right of your display, you will see a “Menu” button, as well as UP and DOWN arrows. Use the DOWN arrow to scroll down until you see the option for “Chimes off.”

    3. Press OK. You will see “Off” flash.

    4. Press the UP arrow once. You will see “On” flash.

    5. Press OK. You will see “Chimes On.”

    6. In a few seconds, the Control Panel will say “Disarmed,” and the bell icon will appear.

    If you confirm that your chimes are on and you’re still having this issue, contact Customer Care for assistance.

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  • 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 usually caused by a mounting issue. Verify that the notch on the transmitter (larger piece) is lined up with and facing the notch on the magnet (smaller piece). Ensure that the pieces are less than ¾ of an inch apart, and that they are in alignment with one another. (I.e., make sure one piece is not raised higher than the other.) If your door or window has a slight recession, we recommend using the included thick adhesive mounting to fix the misalignment. This helps raise the recessed piece of the sensor to align both pieces correctly.

    If you’re unable to resolve the issue with steps provided, please contact Customer Care.

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Motion Sensor


  • Q

    What is the best location for the Motion Sensor?

  • A

    The ideal spot for the Motion Sensor is a high-traffic area that an intruder would cross if moving about in your home. For example, your front hallway, back door, or living room.

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  • Q

    Why is my Motion Sensor getting triggered when no one is in the room?

  • A

    The Motion Sensor detects heat and will respond to other sources of heat not generated from an actual person if that heat source is in the same area of the sensor. It is best to check the height of the sensor and confirm it is mounted at the recommended height. Check the area that the sensor is located for the following potential triggers: pets, heating systems (fireplaces, space heaters, A/C units, heating vents), or direct sunlight. Contact Customer Support whenever you experience a false trigger from a Motion sensor due to one of these issues or if you are unable to find the potential heat source at the location. Make sure you are at the same location as the system when calling for assistance.

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  • Q

    How do I test my Motion Sensor?

  • A

    To test your motion sensor, follow these steps:
    1. Remove the sensor’s cover by pressing the ridged button on the bottom of the sensor. A red light will turn on.
    2. Leave the coverage area for 30 seconds, until the red light turns off.
    3. Walk across the coverage area to test. If the light illuminates, the sensor is working properly.

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  • Q

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

  • A

    The red light does not come on during normal use. To save battery power, the red light only comes on when you are testing your sensor.

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Glass Break Sensor


  • Q

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

  • A

    No. The Glass Break Sensor must be situated nearby the glass area it is protecting. To work properly, there should be no walls, large pieces of furniture or other barriers between the sensor and the glass.

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  • Q

    Where should I place my Glass Break Sensor?

  • A

    If you are installing your sensor for the first time, you will receive instructions during setup at the web address Frontpoint.com/setup. Also, you can find installation tips here.

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Smoke and Heat Sensor


  • Q

    Where should I place my Smoke and Heat Sensor?

  • A

    If you are installing your sensor for the first time, you will receive instructions during setup at the web address Frontpoint.com/setup. Also, you can find installation tips here.

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  • 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.

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  • Q

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

  • A

    Enter your master code into the Control Panel, then contact the monitoring center at 800-932-3822 to cancel the false alarm. Open a window to air out the room.

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Carbon Monoxide Sensor


  • Q

    Where should I place my Carbon Monoxide Sensor?

  • A

    If you are installing your sensor for the first time, you will receive instructions during setup at the web address Frontpoint.com/setup. Also, you can find installation tips here.

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  • 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.

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Water and Flood Sensor


  • Q

    Where should I place my Water and Flood Sensor?

  • A

    Place the Flood Sensor on the floor in a leak-prone area. This might be a basement or laundry room, near appliances like a washing machine, water heater, or sump pump.

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  • 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.

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  • Q

    What happens when my Water and Flood Sensor detects water?

  • A

    Your Control Panel will report the detection to our monitoring center. We will attempt contact you and leave a message if we can’t reach you. There is no dispatch for this alarm, so we recommend you set up your own notifications for this sensor. To do so, visit MyFrontpoint.com or your Frontpoint app, and use the Notification tab.

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Recessed Door Sensor


  • Q

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

  • A

    We advise against installing a Recessed Door Sensor in a metal door or frame, as this can prevent your sensors from communicating with your Control Panel.


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  • Q

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

  • A

    You will need:

    • Electric drill with ¾-inch spade drill bit (Make sure it is suitable for the material of your door.)

    • Ruler or straight edge

    • Masking tape

    • Pencil


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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.

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  • Q

    Will my Keychain Remote work anywhere?

  • A

    Your Keychain Remote operates within 100 feet of your Control Panel.

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  • Q

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

  • A

    Yes. Press the lock and unlock buttons together for 3 seconds to signal a panic alarm. If you do this, we will call you. If there is no answer, we will dispatch the police.

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Panic Pendant


  • Q

    How do I set up my Panic Pendant?

  • A

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

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  • 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 dispatch the police. You can customize your default panic alarm dispatch so that medical help arrives instead of the police. Just contact Customer Care to set this up.

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Cameras


  • Q

    Where should I place my Wireless Indoor Camera?

  • A

    Place your Indoor Camera on a flat surface in your home, facing an area you’d like to monitor. This surface might be a bookshelf, countertop or table. It can even be mounted to a wall.

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  • Q

    Where should I place my Wireless Outdoor Camera?

  • A

    Mount your Outdoor Camera  camera outside a main entry point of your home (e.g., front porch) or a location that allows for monitoring of your property (e.g., detached garage).

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  • Q

    How does my camera connect to the Internet?

  • A

    Your camera connects to your home WiFi network, similar to the way you connect your mobile devices and computers to that network. That is, when setting up your camera, you will provide your home network’s login info, allowing your camera to discover it and connect.

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  • Q

    I’m trying to set up my camera. I entered my WiFi password, but I still don’t see a solid green light.

  • A

    It is possible that you accidentally typed your WiFi password incorrectly. To reset the camera back to the flashing white light mode, hold the button on the back of the camera for 5 seconds. If you still don’t see a flashing white light on the camera, unplug the camera from the power outlet, wait 10 seconds, then plug it back in. If you still do not see a flashing white light, contact Customer Care.

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  • Q

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

  • A

    This is an update we can make to your service plan. Please call Customer Care so they can make the update.

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  • 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 hit Refresh. If your device still cannot be found, contact Customer Care.

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  • Q

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

  • A

    Unplug the camera for 10 seconds then plug it back in. Scan for networks once more. If your network still cannot be found, contact Customer Care.

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  • Q

    What if my camera won’t connect to my WiFi 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 entered your password correctly and your camera is still not connecting, contact Customer Care.

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  • Q

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

  • A

    First, try to view video on your mobile device rather than your computer. If you are unable to see video on your mobile device, contact Customer Care. If you prefer to use your computer, check your browser for video player plugins.

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  • Q

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

  • A

    To prevent live view access, unplug the camera. To pause recordings, go to MyFrontpoint.com and click on the Recording Schedules sub-tab account and click the On/Off Switch.

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  • 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.

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  • Q

    What is the WPS button on the side of my camera?

  • A

    The WPS button is used for troubleshooting activities. You do not need to push it unless you are prompted by a Frontpoint representative during a troubleshooting call.

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  • 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

    Visit MyFrontpoint.com and click the Live Video tab. If your camera has been showing the red light for more than 5 minutes, you will see a “Troubleshoot” button. This will take you to the Video Troubleshooting Wizard. If you work through the wizard and still encounter problems, contact Customer Care.


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