Customer FAQs

If you can’t find the answer to your question in the list of frequently asked questions below, please call us at 1.844.734.7233.

How do I log in to remotely arm/disarm my system?

If you haven’t yet set a password, you’ll need access to a computer. Open the “Welcome Letter” from Alarm.com that is in your email. Follow the instructions to set your password. Once your password is set, you can download the Alarm.com app for your phone and/or tablet and log in using the same username and password. You are able to arm/disarm your system from the app and you can control your system settings through the desktop website. Contact us if you need us to resend your “Welcome Letter.”

I forgot my password for the app and when I hit “password reset” it says I need my old password! What do I do?

Contact us and we will resend the “Welcome Letter.” You’ll be able to reset your password from there without knowing your old password.

Why does my system show low battery trouble?

Your security system has a backup battery in case of power loss (the battery will usually last between 10-12 hours). This alert is telling you the backup battery is low and needs to be replaced. You can replace the battery yourself, or you can call QEI Security. If you have a service warranty, you will pay for the battery, but the service call is free. DSC and Honeywell panels use a 12V battery.

What type of battery is needed for each device?

Below are the types of batteries needed for each device. You are welcome to change the battery yourself. If you have a service warranty, you will pay for the battery, but a QEI technician will change the battery for free.

2GIG smoke detector: AAA
DSC smoke detector: CR123A – 3V
Key fob: CR2025 – 3V
2GIG door/window contact: CR2032 – 3V
DSC door/window contact: CR2 – 3V
Recessed door/window contact: CR1620 – 3V
Door lock: AA
Liftmaster Garage Door Sensor: CR2450 – 3V

I got a call from Security Central. Who is Security Central?

Security Central is the CSAA 5-diamond rated monitoring center used by QEI Security & Technology. Security Central is a FM and UL approved 24-hour central station located in Statesville, N.C. You can reach Security Central at 704-838-8000.

Why did the monitoring center call me to report “system inactivity”?

If your system is dormant – not being armed or disarmed regularly, for instance – our monitoring center sends the system an inactivity signal to ensure the system is still properly working. You are still being protected. This often occurs if you are away on vacation.

My first bill is way more than I thought it was going to be. Why?

Your first bill is the prorated amount for your first month of monitoring, plus the entire second month. For example, if your monitoring rate is $39.99 and your system was installed on January 15, you would receive your first bill at the end of January and it would be $59.98 ($19.99 for January and $39.99 for February).

My alarm went off accidentally, but I quickly entered the code and shut it off. I expected a call from QEI Security & Technology, but no one called. Why not?

The system allows a brief period for you to turn off your system before an alarm signal is sent to the monitoring center. This gives you enough time to cancel the signal and prevent a false alarm.

Why did my smoke detector falsely go off?

Below is a list of common causes of false fire alarms. Using our two-way voice system, a dispatcher from our monitoring center will call you before sending emergency responders to your home.

Common causes of smoke detector false alarms:

  • Smoke from burned food on the stove
  • Smoke from a woodstove or fireplace
  • Steam from taking a shower or cooking
  • Self-cleaning oven
  • Exhaust from a car (door from garage to house open)
  • Smoke or dust from construction work in the home
  • Detectors that are not maintained (contain dirt, insects or pollen)
  • Electrical malfunction or component failure with the system
  • Electrical power surges from power company
What happens if I accidentally trigger my alarm system?

Simply use your alarm code to silence the alarm, then call Security Central Monitoring Center with your passcard number to cancel the response of the responding agency.

Can I get rid of my landline phone, but still keep my security system?

You do not need a landline phone to have a monitored security system, but you may need new equipment. Call QEI Security to find out your options. In many cases, we are able to give you new equipment for free OR to use some or all of your existing equipment.

Free Home Consultation

For some homeowners, peace of mind means every single first floor window is protected. Other homeowners feel that is overkill and simply want to add a few shock sensors that will react if someone bangs on an exterior wall, window or door. At your home consultation, your consultant will explain different ways to protect your home. You will then determine which option makes you the most comfortable and fits within your budget.