Questions & answers

PhoneWatch TC

Can I change batteries myself?

Batteries are €95 for up to 9 components or €150 for 9+ components. With our newest system, when we are alerted that a battery is running low we can post out the specific batteries you need.  

 

For further information about how to change batteries, you can access our page How to change batteries. 

If you need any assistance chat to us on our live chat or by calling 0818 753 753. 

How can I test my alarm?

We recommend to check your system eventually so we can ensure the correct transmission. Please keep in mind that you need to contact us first.

 

  1. Connect the alarm system and leave the house.

  2. Wait outside (3 minutes at least) so the alarm system can be activated correctly.

  3. Go inside without disarming the alarm. It will set off. Please move in front of the areas of the house you need to test. You can close doors and windows so the signal from the magnetics is tested as well.

  4. Wait for 30 seconds before disarming the alarm. Please be careful with the sound level as the siren is triggered very loud.

  5. Alarm central will contact you. They will ask you for the secret password so we can identify you correctly.

 

If you have not heard about us in 5 minutes, please contact us .

What do I do if I want my alarm system serviced?

Our Customer Support team can carry out a full Diagnostic Test on your alarm system. This test will include checking the arming and disarming functionality on the alarm. Checking the signals from the alarm panel, and checking the alarm for any faults with sensors.

If any faults are discovered that would require an on site visit our customer support team will arrange an appointment date with you.

If you need a full Diagnostic Test on your system you can contact us via chat

Will my alarm still work if I cancel my telephone line?

The PhoneWatch TC and the Domonial systems have GSM connection (similar to a SIM card) and Internet connection. There is no problem if you are going to change the telephone line. 

 

The GSM module is independent of your internet or landline connection. Even if you do not have as internet connection, the GSM will still work. 

 

Other systems may be GSM monitored or landline monitored – if you need to check this please contact before you make any changes to your service us via chat with your account number so we can confirm this for you. 

 

If your system is landline monitored, please ensure to contact us in advance of disconnecting, changing provider as this can affect our ability to monitor your system.  

 

If you need any assistance chat to us on our live chat or by calling 0818 753 753.

Will PhoneWatch contact me if electricity goes off?

In case of power outage, the internal battery of your alarm will keep it on. The Alarm Receiving Center will contact you in case the power is off for a long time.

 

Please remember the alarm will still work because of the internal battery of the Central Unit.

 

You can also activate notifications for the electrical issues in your telephone through PhoneWatch App settings.

Who can see the pictures taken by the PIR Motion Sensor with Camera?

PhoneWatch will protect your privacy. The Alarm Receiving Center will only have access to the pictures taken by the PIR Motion Sensor with Camera if that sets off the alarm. If the alarm is not activated or there is no alarm signal, the camera will not take any picture by itself. 

 

The images will be used solely as aids in the management of alarm activation. Thus, in order to evaluate and determine the cause of an activation. Only the Alarm Receiving Center Operators will have access to the images received. 

If you need any assistance, chat to us on our live chat or by calling 0818 753 753. 

I would like to know how to operate my alarm panel.

You will find a list of our alarm user manuals on our page User Manuals & Documents

Can I connect my alarm even if I have pets?

Yes, you can have pets when you have a home alarm. If you have pets under 18 kg, it would be enough to adapt the motion detectors to this. 


On the latest alarm types, such a pet adaptation can be done free of charge via remote programming from our technical department. For older alarm systems, the motion detectors must be replaced with pet-friendly detectors.

For more information about pet adaptation and shell protection, please contact our customer service via chat .

Why did the Alarm Receiving Centre not contact me when my alarm activated?

When your alarm is activated you should receive a response from our Alarm Receiving Center via phone or SMS. If this does not happen, there may be various reasons why your alarm system does not get in contact with the Alarm Receiving Center.

 

If that's the case please contact us through our chatbot Cara

Why does the error light come on my keypad?

If you see a warning light on your keypad, an error may have occurred in the alarm system. This could be due to a problem with the battery or power supply, for example, or because of a problem with sensor monitoring, an error with the GSM / GPRS or interferences.

 

The user manual that came with your alarm system will provide a more detailed description of what may be necessary measures to rectify a fault. In cases where the instruction manual does not answer what you are wondering about, we ask you to contact our customer support chat .

Am I responsible for checking my alarm system?

If you make any changes to the telephony system, you must inform us about this and test your alarm system. Before you go on a trip, it is appropriate to test the alarm. This should be done before your departure so that we can check possible issues.

 

All customers are otherwise responsible for testing the alarm regularly, preferably once a quarter. This is easily done by triggering the alarm and waiting for a call from the alarm station.

 

Please note: Never test the panic alarm.

What do I do if I have a battery fault?

Batteries are covered by a 3 year warranty from date of installation, if you have a battery fault please contact Customer Support where they can assess they reason for the fault.  

 

Batteries are considered consumables and are therefore not covered by the product warranty. There is a cost of €95 for 1-9 batteries and €150 for anything over 9 batteries. PhoneWatch's policy is to replace all batteries when one goes outside of warranty as, in our experience, when one starts to go they may all go in a short space of time.  We replace all batteries including your panel battery and then guarantee the batteries for 3 years so if one goes in this time-frame we replace it free of charge. 

 

Systems installed from 2014 may be applicable to receive batteries sent via post which you can change yourself. You can find battery change video tutorials on our page How to change batteries. 

If you need any assistance, chat to us on our live chat or by calling 0818 753 753. 

Can I arm the alarm while I'm at home?

Yes, you have part arm, which activates part of the alarm system, such as doors and windows. This depends on your alarms system setup.

 

It will be easier for you to have the alarm connected while you are at home, and it also ensures that you and your family are protected at night. This is also good if you have pets over 18kg. Both you and your pets can move freely in the home while the magnetic contacts secure your home.

 

If you want more information about this, contact our customer support chat .

App questions

How do I add another user to my app?

You can add an additional user or administrator to your app under the settings. In the settings on your app click ‘App Users’ and select whether you would like the person to be a user or an administrator on the app. Once you enter their name and mobile phone number they will receive a link via SMS which gives detailed instructions on how to set up their access.

What can an administrator do on the app?

They will have access to notifications on the system, change the system name, add and remove other users. They may also be able to change the directions, verification words and keyholders. 

If you need any assistance, chat to us on our live chat or by calling 0818 753 753. 

What can users do on the app?

Users have access to arm and disarm the alarm using their own code which is set up by the main app user or an administrator. 

Is my alarm compatible with the PhoneWatch App ?

Any system installed prior to 2014 are not compatible with the PhoneWatch App. Systems installed from 2014 onwards are compatible with the app.

Is my phone compatible with the PhoneWatch App?

IPhones and most smartphones (with the exception of Blackberry’s) can support the PhoneWatch App, however if the PhoneWatch App doesn’t seem to be compatible with your phone you can still log in using laptop or pc or you can use the internet browser on your mobile. 

*If your app has stopped working, log out of the app, check for and complete any software updates and then log back in. If you still experience an issue delete the app and download it again from the app store or play store.  

If you need any assistance, chat to us on our live chat or by calling 0818 753 753. 

How do I set up the PhoneWatch App for my alarm system ?

You will receive a welcome SMS or Email in advance of the engineer call out to set up your My Pages (App) account. Following the link in the SMS or Email you will be asked to confirm your mobile number and your customer number which is also found in the SMS or Email. Next you will be asked to confirm directions to your premises, to create a verification word which will be used in the event of an alarm activation and confirmation of 2-4 keyholders you would like on your account.    

How do I set up the PhoneWatch App if I have not received an SMS / Email prior to the engineer call out ?

Go to MyPages.

To register your personal account in My Pages, follow these simple steps:

  1. Enter your customer number and your telephone number. You will also need your email. Remember that the email should be the one you already indicated when you installed your system. If you do not know your customer number, you can find it on an invoice or request it from our Customer Service (0818 753 753.).
  2. Create a password. You will then receive a validation email.
  3. Open the email and follow the instructions to validate your account.
Where do I get my activation code ?

This code will be given on the day of installation by the engineer; you can also call into Customer support to retrieve it: 0818 753 753.

When can I start using my PhoneWatch App?

You can use the PhoneWatch App 24 hours after you register your alarm on Mypages.

What can I do on the PhoneWatch App?

From your application you can:

  • Activate and deactivate your alarm system
    • Turn on and off your smart plugs and see their status at all times
    • See the temperature of your home
    • Add, modify and delete user codes, both permanent and 24 hours
    • Rename users
    • Contact the Customer Service in a single click
    • Update your keyholders, directions and verification words.
What do I do if I lost my password ?

In order to reset your password you need to visit Mypages, where you click lost your password and enter in your email address, a reset link will then be sent to your email address.

Can I have more than one alarm on the PhoneWatch App ?

Yes. Please login to mypages.phonewach.ie on a laptop, computer, iPad or tablet. Go into panels, add panel and enter the activation code which is a series of numbers and letters you would have gotten from the engineer for the alarm system you would like to add. After 24 hours the system you have added to the PhoneWatch App will work via the App. 

 

What is the events tab on the PhoneWatch App ?

The events option allows you to see the alarms history from when your alarm was armed or 
disarmed using the code, keytag or PhoneWatch App.

How can I view the temperature of the sensors on my PhoneWatch App?

Your alarm system needs to be connected to broadband in order to view the temperature of your sensors. If you cannot see the temperatures however previously could, please check your broadband connection.  

If you need any assistance, chat to us on our live chat or by calling 0818 753 753. 

Do I need to be connected to Wi-Fi to use the PhoneWatch App ?

You will need to have connection to Wi-Fi or 3G/4G to use the PhoneWatch App.

Moving Home

I’m moving and I’m not ready for an alarm in my new home yet, what happens to my existing contract?

If you are an existing customer and you are moving, once you pay the remaining balance of your contract term, we will then transfer this as credit to your new contract when you are ready to get your new alarm installed.  

Click here for more information or call 01 5823581 to speak to one of our experienced sales team. 

I’m moving in the coming months, what should I do?

It is never too soon to let us know that you are planning to move. Get in contact with us and our dedicated movers’ team will happily talk you through your options to make things easier for you when the time comes. 

Click here for more information or call 01 5823581 to speak to one of our experienced sales team. 

I’m moving, what happens to my home alarm?

If you are moving we have made things very easy to ensure you experience the same feeling of security in your new home. We will install a brand new alarm system in your new home, without any added pressure to remove the alarm in your old home. The new home owner will then also have the opportunity to take over this system.  

Click here for more information or call 01 5823581 to speak to one of our experienced sales team. 

What happens if I need additional sensors?

Our priority is always to keep you and your family safe. Our qualified engineers will complete a full risk assessment on the day of installation to assess your security needs and discuss any recommendations they may have.

Invoice FAQ's

When is this invoice due?

The due date on your invoice can be found at the top of your invoice, to the right of your address details.

What is the invoice for?

A full breakdown of your invoice can be found on the back of the invoice under the ‘Invoice Breakdown’ section. If your invoice is for a recent installation or service appointment this will display any parts installed.

Have any payments been applied to the invoice so far?

You can see any payments applied to the invoice under the 'Billing Summary' section of your invoice.

What does the invoice cover?

As part of your subscription you are covered for 24/7 monitoring on your home, 24/7 customer support, Lifetime Guarantee on your alarm system (*), Alarm maintenance via remote support or an on site visit, emergency break in repair cover. This can be found under the ‘Your Service’ of your invoice.

*Excludes Batteries

How can I pay the invoice?

If you already have a direct debit with us then payment will be taken upon your next direct debit date. We also accept card payments through a secure payment portal which is sent to you via SMS or email. Cheques are also accepted as payment for invoices. You can find full details of payment options under the ‘Payment Method’ section of your invoice.

Why are there two different VAT rates on my invoice?

Due to offering both monitoring and maintenance as part of our service different VAT rates apply. Monitoring service is charged at 23% VAT.

Maintenance service is charged at 13.5% VAT.

What is my contract period for this invoice?

Your contract end date is displayed in the top right section of the invoice.

What are your terms and conditions?

Click here to view the latest terms and conditions.

Where can I find my account number on the invoice?

The account number the invoice relates to is located directly beneath your address.

How much is due on the invoice?

A summary of the total amount due can be found under the ‘Billing Summary’ section of your invoice. This section will also highlight the VAT amount and any payment made towards the invoice already.

Your invoice explained

We have created an example of an invoice to explain some of the most common questions our customers ask us about their invoice and payment.

 

How does PhoneWatch Billing Work?

How is my account billed with PhoneWatch?

All customers will receive their renewal notification letter or email two weeks before the beginning of a new contract.

If you are a monthly paying direct debit customer your account will be billed on your chosen direct debit date. We offer payment dates of the 3rd, 15th and 25th of each month to suit your needs. This direct debit will continue for the duration of your contract.

If you are an annual paying direct debit customer your account will be billed on your chosen direct debit date in your renewal month. We offer payment dates of the 3rd, 15th and 25th of each month to suit your needs.

If you are an annual paying customer without a direct debit then we also accept card payments through a secure payment portal which is sent to you via SMS or email. Cheques are also accepted as payment for invoices. Once the payment is received it covers you for the entire contract.

If you would like to set up a direct debit on your account please contact our customer support team on 0818 753 753.

               

Engineer appointments

What do I do if I want my alarm system serviced?

Our Customer Support team can carry out a full Diagnostic Test on your alarm system over the phone. This test will include checking the arming and disarming functionality on the alarm. Checking the signals from the alarm panel, and checking the alarm for any faults with sensors. If any faults are discovered that would require an on site visit our customer support team will arrange an appointment date with you over the phone.

I need to change my appointment date, what do I do?

To change your appointment date, contact our customer support team on 0818 753 753 or contact us via our chatbot Cara. 

How many service visits am I entitled to a year?

Our customer service department can carry out remote checks on your alarm system as often as you require. As part of your maintenance package you are also entitled to unlimited service visits should there be any faults on your system.

There is renovation work taking place in my home is there anything I need to do ?

When you are renovating it is important that you contact PhoneWatch before you start the work. You can call us on 0818 753 753. We will advise you what the best course of action is. This may involve organising an engineer visit to disassemble components. 

 

Please Note: If you disassemble components yourself, the product warranty does not apply. If you disassemble a component belonging to the alarm, a signal is sent to the Alarm Receiving Centre. If you are contacted by the Alarm Receiving Centre, they will ask for your verification word. If the word cannot be supplied the Gardaí may be notified depending on the type of signal triggered. 

 

If you need any assistance, chat to us on our live chat or by calling 0818 753 753. 

I have an appointment booked, what time will my engineer arrive?

On the day you book the appointment you will receive an SMS to confirm the appointment date. The evening before your appointment you will receive a further SMS to notify you of the two hour window in which your engineer will arrive. Finally, on the day of the appointment the engineer will call you one hour before he is due to arrive.  

To change your appointment date, you can easily chat to a member of our team here on our live chat or by calling 0818 753 753. 

System User Manuals

What do I do if I want my alarm system serviced?

Our Customer Support team can carry out a full Diagnostic Test on your alarm system over the phone. This test will include checking the arming and disarming functionality on the alarm. Checking the signals from the alarm panel, and checking the alarm for any faults with sensors. If any faults are discovered that would require an on site visit our customer support team will arrange an appointment date with you over the phone.

I would like to know how to operate my alarm panel.

A list of our alarm user manuals can be found on our Customer Manuals page. If you still need assistance after consulting the manual please contact our customer support team on 0818 753 753 where we will be happy to help you.

Questions about Renewal

What do I do if I want my alarm system serviced?

Our Customer Support team can carry out a full Diagnostic Test on your alarm system over the phone. This test will include checking the arming and disarming functionality on the alarm. Checking the signals from the alarm panel, and checking the alarm for any faults with sensors. If any faults are discovered that would require an on site visit our customer support team will arrange an appointment date with you over the phone.

What is included as part of PhoneWatch monitoring?

- 24 hour/365 days customer and technical support
- Instant visual confirmation of a break-in if your alarm has motion sensors with cameras installed. 
- Smoke alarm monitoring - if your smoke alarm activates, through the use of motion sensors with cameras, we can visually verify if there is a fire and take the necessary action. Our always on monitored smoke detector means that even when your alarm isn’t set, your smoke sensor will notify us if there is a problem.
- Service and maintenance of your alarm
- A lifetime warranty of all system parts and labour*
- Emergency break-in repairs cover

* Excludes batteries, batteries are not included and must be paid for separately, cost of €95 for 1-9 batteries and €150 for anything over 9 batteries. PhoneWatch's policy is to replace all batteries when one goes as, in our experience, when one starts to go they may all go in a short space of time.  We replace all batteries including your panel battery and then guarantee the batteries for 3 years so if one goes in this time-frame we replace it free of charge. Contact our customer support team on 0818 753 753 if batteries are required.

 

Customer FAQ's

What are PhoneWatch contact details ?

Customer Support call: 0818 753 753 

Email: customersupport@phonewatch.ie 

Whatsapp: 0861801344 

Postal address: 

PhoneWatch 

Floors 3-5, Block 1 

Irish Life Centre 

Lower Abbey Street 

Dublin 1 

How can I get my customer account number ?

Please email customersupport@phonewatch.ie with your name, address, phone number stating you’d like to retrieve your account number. 

If you need any assistance, chat to us on our live chat or by calling 0818 753 753. 

How can I add another account holder name to my account ?

Please email customersupport@phonewatch.ie confirming your name, address, and account number, and phone number. Please confirm your spouse’s name advising you would like to add them as a named account holder.  Please note, you may be contacted by phone to confirm your verification word. For security purposes, please do not include this word in your email.

 

If I move house, can I bring the alarm system with me ?

We advise that you leave your alarm system in your old home as we offer a number of discounts to existing customers interested in installing an alarm system into their new home.  

Click here for more information or call 01 5823581 to speak to one of our experienced sales team. 

Are you licensed by the PSA ?

Yes, we are licensed by the Private Security Authority. Click here to view our  license.

Can I avail of monitoring without maintenance ?

We provide one level of service for all customers which includes monitoring and maintenance. Your monthly fee includes the maintenance of your alarm.

How will I receive my first invoice after my installation?

Your first invoice is always a paper invoice that is sent to you by mail. The first invoice contains any installation costs and components and your first subscription period. Due date is always 30 days after the installation date, however if you have set up a direct debit, the date you have chosen will be populated on your invoice.  

 

For a full explanation of your invoice please click here 

If you need any assistance, chat to us on our live chat or by calling 0818 753 753. 

Will changing my landline have an effect on my alarm?

Yes – if your system is landline monitored. Changing/removing your landline can affect the functionality of your alarm, and we may no longer be able to receive your alarm signals following any activation. This is not the case with every alarm system, however we recommend checking with our Customer Support team before making any changes.  

To check if your system is landline monitored you can chat to a member of our team here on our live chat or by calling 0818 753 753. 

Alarm Activation Query

I want to change my keyholders, what do I need to do?

Remember you can have a minimum of 2 keyholders and a maximum of 4. To change your keyholders, you will be asked for your verification word. Please do not share your verification word until requested to do so. 

Please note, your keyholders should: 

  • Be able to attend your premises within 30 minutes 
  • Know your verification word 
  • Have keys to gain access to your premises 
  • Know how to operate your system and have the mastercode or a tag 

 

To make changes to your keyholders you can write to us on our live chat or call us on 0818 753 753 (option 1). 

How can I change my verification word?

Please email monadmin@phonewatch.ie confirming your name, address, account number and phone number. A member of our team will then contact you to confirm your current verification word, and to update your account with your new one. For important security reasons, please do not provide either of your verification words until requested to do so. This policy is to ensure only the account holder can change the verification word. 

I have forgotten my verification word, what do I need to do?

Please email customersupport@phonewatch.ie confirming your name, address, account number and phone number. Please attach a copy of your photo ID alongside any utility bill stating you would like to retrieve your verification word.  This policy is to ensure only the account holder can have access to your verification word. If your system has access to the PhoneWatch app, you may be able to do this via the app or mypages, check if there is an option for ‘Verification Words’ under the settings option in your app. 

If you need any assistance, chat to us on our live chat or by calling 0818 753 753. 

Why did the Alarm Receiving Centre not contact me when my alarm activated?

When your alarm is activated you should receive a response from our Alarm Receiving Centre via phone or SMS. If this does not happen, there may be various reasons why your alarm system does not get in contact with the Alarm Receiving Centre.  If this is the case please contact us via our webchat, Cara or phone us on 0818 753 753 where we will be happy to help you.

What is included as part of my Phonewatch monitoring?

What do I do if I want my alarm system serviced?

Our Customer Support team can carry out a full Diagnostic Test on your alarm system over the phone. This test will include checking the arming and disarming functionality on the alarm. Checking the signals from the alarm panel, and checking the alarm for any faults with sensors. If any faults are discovered that would require an on site visit our customer support team will arrange an appointment date with you over the phone.

what is included as part of my Phonewatch monitoring?

- 24 hour/365 days customer and technical support
- Instant visual confirmation of a break-in if your alarm has motion sensors with cameras installed. 
- Smoke alarm monitoring - if your smoke alarm activates, through the use of motion sensors with cameras, we can visually verify if there is a fire and take the necessary action. Our always on monitored smoke detector means that even when your alarm isn’t set, your smoke sensor will notify us if there is a problem.
- Service and maintenance of your alarm
- A lifetime warranty of all system parts and labour*
- Emergency break-in repairs cover

* Excludes batteries, batteries are not included and must be paid for separately, cost of €95 for 1-9 batteries and €150 for anything over 9 batteries. PhoneWatch's policy is to replace all batteries when one goes as, in our experience, when one starts to go they may all go in a short space of time.  We replace all batteries including your panel battery and then guarantee the batteries for 3 years so if one goes in this time frame we replace it free of charge. Contact our customer support team on 0818 753 753 if batteries are required.

I would like to know how to operate my alarm panel.

I would like to know how to operate my alarm panel. 

A list of our alarm user manuals can be found on our Customer Manuals page. 

If you still need assistance after consulting the manual, chat to us on our live chat or by calling 0818 753 753. 

Why do I pay for batteries when they are out of warranty?

What do I do if I want my alarm system serviced?

Our Customer Support team can carry out a full Diagnostic Test on your alarm system over the phone. This test will include checking the arming and disarming functionality on the alarm. Checking the signals from the alarm panel, and checking the alarm for any faults with sensors. If any faults are discovered that would require an on site visit our customer support team will arrange an appointment date with you over the phone.

what is included as part of my Phonewatch monitoring?

- 24 hour/365 days customer and technical support
- Instant visual confirmation of a break-in if your alarm has motion sensors with cameras installed. 
- Smoke alarm monitoring - if your smoke alarm activates, through the use of motion sensors with cameras, we can visually verify if there is a fire and take the necessary action. Our always on monitored smoke detector means that even when your alarm isn’t set, your smoke sensor will notify us if there is a problem.
- Service and maintenance of your alarm
- A lifetime warranty of all system parts and labour*
- Emergency break-in repairs cover

* Excludes batteries, batteries are not included and must be paid for separately, cost of €95 for 1-9 batteries and €150 for anything over 9 batteries. PhoneWatch's policy is to replace all batteries when one goes as, in our experience, when one starts to go they may all go in a short space of time.  We replace all batteries including your panel battery and then guarantee the batteries for 3 years so if one goes in this time frame we replace it free of charge. Contact our customer support team on 0818 753 753 if batteries are required.

I would like to know how to operate my alarm panel.

A list of our alarm user manuals can be found on our Customer Manuals page (https://www.phonewatch.ie/customersupport/alarm-system-manuals/). If you still need assistance after consulting the manual please contact our customer support team on 0818 753 753 where we will be happy to help you.

SAS

Am I responsible for checking my alarm system?

We always recommend that you perform a local system test every third month.

Please note: Never test the panic alarm.

For further information on how to perform a local system test, please contact PhoneWatch Customer Services Chat. 

 

Can I arm the alarm while I'm at home?

Yes, you have the Part Arm mode, which activates part of the alarm system, such as doors and windows. This is made by using magnetic contacts. 

It will be easier for you to have the alarm connected while you are at home, and it also ensures that you and your family are protected at night. This is also good if you have pets over 18kg. Both you and your pets can move freely in the home while the magnetic contacts secure your home.

 

If you want more information about this, contact our Customer Support Chat.

Can I change batteries myself?

Yes, if you have our newest alarm system, it is easy to change batteries, please contact us on our customer support chat.

I would like to know how to operate my alarm panel.

You will find a list of our alarm user manuals on our page User Manuals & Documents

There is renovation work taking place in my home. Is there anything I need to do ?

When you are renovating it is important that you contact us before you start the work. We will advise you what the best course of action is. This may involve organising an engineer visit to disassemble components.


• If you are carrying out renovations or moving furniture, make sure that you do not block or cover the components or the components’ line of sight.


• If you are painting, wallpapering or sanding it may be necessary to temporarily remove part of the alarm system to prevent damage or false activations.


Please Note
: If you disassemble components yourself, the product warranty does not apply. If you disassemble a component belonging to the alarm, an alarm is sent to the Alarm Receiving Centre. This will be noted by you as a normal alarm signal with a siren sound. If you are contacted by the alarm Receiving Centre, they will ask for your verification word.


You have different options to chat with us.

What do I do if I have a battery fault?

You can order a battery service or you can change batteries by yourself.

Batteries are considered consumables and are therefore not covered by the product warranty. Chat with us for more information.

What do I do if I want my alarm system serviced?

Our Customer Support team can carry out a full Diagnostic Test on your alarm system. This test will include checking the arming and disarming functionality on the alarm. Checking the signals from the alarm panel, and checking the alarm for any faults with sensors.

If any faults are discovered that would require an on site visit our customer support team will arrange an appointment date with you.

If you need a full Diagnostic Test on your system you can contact us via chat. 

Why did the Alarm Receiving Centre not contact me when my alarm activated?

When your alarm is activated you should receive a response from our Alarm Receiving Centre via phone or SMS. If this does not happen, there may be various reasons why your alarm system does not get in contact with the Alarm Receiving Centre.

 

If that's the case please contact us through Customer Services Chat

Why does the error light come on my keypad?

If you see a warning light on your keypad, an error may have occurred in the alarm system.  This could be due to a problem with the battery or power supply, for example, or because of a problem with sensor monitoring, an error with the GSM/GPRS or interferences.

The user manual that came with your alarm system will provide a more detailed description of what may be necessary measures to rectify a fault. In cases where the instruction manual does not answer what you are wondering about, we ask you to contact our Customer Support Chat.

Will my alarm still work if I cancel my telephone line?

The Smart Alarm System has protected triple connection using 4G, WiFi and Ethernet. There is no problem if you are going to change the telephone line.


The 4G module is independent of your internet or landline connection. Even if you don't have internet connection, 4G will still work.

Will PhoneWatch contact me if electricity goes off?

In case of power outage, the Security Gateway has a battery backup and will keep your home safe. The Alarm Receiving Centre will contact you in case the power is off for a long time.

You can also activate notifications for the electrical issues in your telephone through PhoneWatch App settings.

Do the police and emergency services respond to all home alarms, including the ones without photo verification?

Only alarm providers with certified Alarm Receiving Centre can guarantee immediate 24/7 response. Time is critical in emergency events and having photo verification of alarm event enables immediate dispatch of police, fire department or ambulance (not the case for home alarms without photo or video verification). 

Does the alarm system work wirelessly?

Yes, the only powered component of the smart alarm system is the Security Gateway, which is backed up with an emergency battery. The rest of devices are wireless and can be configured Over-The-Air, which means our Technical Support can access remotely and adjust the settings to your needs.

How does the Camera Motion Detector work?

When the smart alarm system is armed and the sensor detects movement, the detector sends an alert to trigger alarm and camera transmits a picture to Alarm Receiving Center (ARC) for visual verification of the alarm. Also in case of other alarm types e.g. Fire alarm or SOS alarm the camera can be used by ARC to verify the Alarm.

What's the components operating temperature?

The operating temperature of our indoor components goes from 0°C to +55°C.

Outdoor siren operating temperature goes from -30°C to +70°C.

How can I activate SOS alarm in an emergency event?

You have an three ways of activation for the SOS alarm in the event of an emergency. Alarm Receiving Centre identifies your location and takes immediate action.

 

• Take down portable unit from the wall. One handed emergency activation.

 

• Push the SOS buttonon keypad or remote control, always in the same place. Activate panic and SOS alarm by simple one-hand push.

 

• Activate SOS button in the PhoneWatch App. Can be used away from home or at home.

What are the functions of the Remote Control?

Remote control has 4 function buttons, which are:

Arming
– long press on Arm key, all 4 LEDs lights on, and goes off, ARM key keeps light lit for 3 sec more and goes off.

Partial arming - long press on Stay key, all 4 LEDs lights on, and goes off, stay key keeps light lit for 3 sec more and goes off.

Disarming – long press on Disarm key, all 4 LEDs lights on, and goes off, Disarm key keeps light lit for 3 sec more and goes off.

SOS -
 long press on SOS keys, all 4 LEDs lights on, and goes off, SOS keys keeps light lit for 3 sec more and goes off.