Frequently Asked Questions

Yes, a contract for ADT® monitoring is required to be signed by the account holder. The contract term is typically a length of 36-months.

A certified Security Advisor will arrive at the preplanned appointment time to discuss security options, complete a risk assessment and tailor a state of the art system for your home. Once the installation is complete, the Security Advisor will offer an in-home tutorial, help set your ADT Pulse® app (if applicable) and answer any questions about your new system.

In many areas throughout the U.S., we offer same-day installation. In most cases, we can have a Security Advisor to your home in 24 to 48 hours. Call 1-844-547-2594 for availability.

Electrical, Alarm and Fire permits may be required where you live. Please contact our DEFENDERS/Protect Your Home Permits Department at 1-866-502-3559 or customerpermits@homedefenders.com to learn more.

Your monthly monitoring rate is the recurring charge for the monitoring of your security system. The monthly rate varies based upon your level of service. It can be found on page 1, section B of your Alarm Services Contract. You can also visit MYADT.com to find your monthly monitoring rate at any time.

Your billing date is the recurring day you will be billed for monitoring services of your security system. Customers are always billed one month in advance. Your billing date is located on your Alarm Services Contract. All customers receive a copy of the Alarm Services Contract via email, which is sent at the time of installation. Billing dates are also available at MYADT.com.

ADT allows customers to change their billing date a maximum of two times per year. You can modify your date by calling 1-800-369-0996 from 8 AM to 11 PM EST. Select option 1 for Billing. Alternately, you can change billing dates at MYADT.com, available 24/7.

Monitoring charges are always billed one month in advance. Your first bill consists of a prorated amount for your first month and one month’s monitoring in advance. Your second and subsequent bills will only charge for a single month of monitoring services.

There are three charges that may be charged to your account which are associated with the installation of your security system.

1. A $99 installation fee which is collected via phone when you schedule your installation appointment.
2. Charges for equipment that exceed your promotional credits.
3. Your monthly monitoring bill which is billed within 24-72 hours of installation. This bill will include a prorated charge for your first month, along with a full month’s monitoring which ADT bills in advance. Your subsequent bill will include a single month’s worth of monitoring. In some situations, these charges may all be billed in the same week. You can visit MYADT.com to see a review of your charges at any time.

The majority of refunds are returned to the original method of payment within 10-14 business days. Some charges made for equipment, incentives, and monthly monitoring charges may take up to 30 days to process. We thank you for your patience.

There are three options for changing your method of payment.

1. Register for an account at www.ADT.com. Select payment method and edit the details.
2. Call 1-800-369-0996 and select option 1.
3. Call 1-800-689-9554 and select option 4.

Your first bill is charged to the payment method used over the phone when scheduling your installation. If you designated a new payment method on the day of your installation, your monitoring payments will charged to the new payment method beginning on the second payment.

Your Alarm Services Contract is forwarded to the email you provided your Security Advisor at the time of installation. If you are unable to locate your contract, you can find the documents at MYADT.com by following these steps:

1. Navigate to MYADT.com and log in using your credentials.
2. Click on Profile.
3. Select Account Documents.

Your Alarm Services Contract is available at MYADT.com. Simply follow these steps to obtain a new copy:

1. Navigate to MYADT.com and register your account or log in using your existing credentials.
2. Click on Profile.
3. Select Account Documents.
4. Print or save the contract for your records.

Alternately, you can call 1-800-689-9554 and request a new copy that you will receive via email.

Contracts are valid for 36 months. If you reside in California, your contract length will vary from 24-36 months. To verify your contract length, obtain a copy at MYADT.com.

Your monthly monitoring rate is located on page 1, section B of your Alarm Services Contract. This can be found directly under your name and address. If you are unable to locate your contract, go to MYADT.com to retrieve another copy.

To help ensure prompt and accurate service, we use DocuSign technology to obtain contract signatures at the time of installation. Your contract was signed electronically via tablet and your signature or initials are inserted where you tap. The technology uses a computer-generated font and is unlikely to resemble your actual signature.

A Certificate of Insurance is a document that verifies the presence of an active security system in your home. Some homeowner’s policies offer a discount for qualifying residents. Contact your homeowner’s insurance agent for information regarding your eligibility. You can download your Certificate of Insurance at MYADT.com ( www.myadt.com/index.jsp?returnurl=/auth/coi.jsp ). Alternately, you can request a copy from ADT by calling 1-800-369-0996.

The contract can be modified from one person’s name to another in the first three days after installation. In order to make the transfer, both parties must agree to the change on a recorded line and the new account holder must consent to a credit inquiry. Upon qualification, the name on the account will change and a new contract will be prepared for the new account holder’s signature. Once the completed and signed contract is received, the previous account holder will be released from accountability. If you are trying to correct a minor error or change a maiden name to a married name, you must call ADT at 1-800-369-0996 and undergo the correction process. If you are trying to correct a major mistake to a contract name, call DEFENDERS Customer Care at 1-800-689-9554. You must create a case with our Admin Support Department which will generate new paperwork. The customer must sign the new documents and return them to DEFENDERS in prepaid packaging for the change to take effect.

Your current account will continue to be billed for 30 days after you notify ADT® of your relocation, while the cancellation is processed.

As a part of Protect Your Home’s continued commitment to you, if you purchase a home in a Protect Your Home service area, you may be eligible to have a standard security system installed in your new home for only $99 + tax and with no additional cost for base system equipment. A new monitoring agreement will be required. For more information, please contact our movers department at 877-542-2960 during the following hours: Monday – Friday, 8am-midnight, ET | Saturday, 8am-8pm, ET | Sunday, 11am-7pm, ET

If you signed your contract electronically on the Security Advisor’s tablet, first check your email for an electronic version sent from Docusign.net. If you completed paper versions, you can request a copy to be sent to you vis U.S. Postal Service, email or fax by calling 800-689-9554.

If you signed your contract electronically on the Security Advisor’s tablet, check your email for a message from Docusign.net. If you completed the contract on paper, your Security Advisor provided you with a carbon copy of the contract. Check the blue folder that was given to you at time of install.

To arm your system before leaving your home unoccupied, make sure all the zones are secure and the green checkmark is on, then press and hold the [Away] button for 3 seconds to arm the entire system. After pressing and holding the [Away] button you’ll have 90 seconds to exit your home before the system is activated.

To arm your system while you are home, make sure all zones are secure and the green checkmark is on, then press and hold the [Stay] button for 3 seconds to arm all perimeter sensors. This level of protection means that all exterior devices are armed, while all interior devices, such as motion detectors are disabled.

If you arm the system to “Stay”, but someone still needs to leave the house (for example, your spouse is leaving for work in the morning and you arm the alarm before he or she leaves), they will have 3 minutes to exit your home before the security system is activated.

First, ensure security system is disarmed. Then follow the steps listed below keeping in mind that if 15 seconds elapse between you pressing any keys, the system goes back to it’s main date and time screen.

To change your master code:

• Enter [*] [5]
• Then enter your current [Master Code].
• Press [4][0] and this will bring up the current Master Code.
• Enter your [new master code] followed by the [#] button to exit to the main menu.

To change a secondary user code:

• Enter [*] [5]
• Then enter your [Master Code].
• Scroll to the user code you wish to change using the [<] [>] keys then press [*].
• Enter the [new user code], then press [#] to exit to the main screen.

To disarm or turn off your security system, simply enter your four-digit security code. Please note that fire, carbon, flood and all other safety devices stay on 24 hours a day.

Before arming your home security system, it is important to make sure all of your doors/windows (a zone) are secure. This is indicated by a green check mark next to the LCD screen. If the check mark is not lit, this means a zone is not secure. In the event a zone is not secure, use the scroll buttons [<>] on the top left side of your touchpad to find any unsecure zones. A zone will usually be considered not secure if a window (a zone) is open or you have your system set to bypass a certain zone. If a zone is not secure, secure it (whether via bypassing on the control panel or by physically closing the door or window) and check the system again.

1. Place system on a test with ADT®.

• To place your account in test mode, please visit www.myadt.com
  • Login using your email address and password 
    
    
  • Click “Test My System”
    
    
  
  
  • Click “Play System on Test”
    
    

Note: if you don’t have an account on myadt.com, please call the ADT® monitoring center at 800-369-0996
2.) Ensure you have the green “Ready” checkmark on your keypad.
3.) Hold [Away] button on main touchpad until beeping starts.
4.) During the exit delay beeps, open & then close a “delay” door.
** Ensure there is no one (including animals) in sight of any of the motions, at this time. **
5.) When beeps expire, start a 2 minute countdown.
** During this time, the motion scans the room to “see” the normal state of the room in regards to heat signatures.
This is done to prevent false alarms from heat sources that are not from an intruder. **
6.) At the end of the countdown, walk in front of the motion (within 30 feet).
** There will be a 6 second delay, from the time the motion “sees” you until the siren is heard. **
7.) Once the alarm starts, disarm system using the [Master Code].