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Help & Support
We hope you find the answer to your question here or if you're already a customer, take a look in the support section of your app.
If you need further help, contact our Customer Service team available Monday to Friday, 8am to 8pm, at enquiries@protectmyproperty.co.uk or call us on 0800 004 999.
General questions
A complete smart solution all managed from one app, with regular feature and firmware updates and no long-term commitment.
24/7 self monitoring of your security, automation and video of your home.
Real-time notifications if your security alarm is triggered so you always know what’s happening in your home, with the ability to remotely arm or disarm the system.
Extra peace of mind with motion sensors that send an alert to your phone if movement is detected inside your home.
Geo-fencing sends a reminder if your phone leaves your home and the property has not been armed.
Unique pin numbers (i.e. you can provide visitors with a unique, one-off code to access your house if you are not home).
Save money on lighting bills by remotely turning off forgotten lights after you have left the home or business.
Control your lights with smart plugs, so they automatically turn on when you walk in the door.
Set schedules for your lights to come on and off to give the impression that someone is home when you’re on holiday.
Wireless installation and constant dual communications mean that if your power or broadband fails, your system will still work.
Unlike other systems that share a phone line, our Smart Home system uses a dedicated, secure mobile network connection alongside an ethernet connection to your broadband to provide reliable and uninterrupted service for your critical security messages. This also means that there is no physical phone line exposed on the outside of your house that could be cut and compromise your system.
Your system will communicate even if the power is out, or the Internet or broadband is down.
If your panel is tampered with or destroyed, still sends a notification, thanks to our Crash and Smash protection provided by the mobile network and backup battery in the system.
Unfortunately an account is needed to get full functionality, however the app is freely available from the Google Play Store and Apple App Store.
Once downloaded you are able to "take a tour" to see some of the benefits of using this app.
You need to:
- be over 18
- be a resident of England, Scotland or Wales
- pass a credit check if we run one
- pay the monthly fee by recurring card payment (FuturePay)
- have the consent of the property owner, if that’s not you
Smart home hub
- 24/7 access to broadband internet that is WiFi enabled
- a good mobile network coverage
- a spare ethernet socket within one metre
- a spare power socket within one metre
cameras & video doorbells:
- spare power socket within 2.8 metres of the install location of each camera with a good Wi-Fi signal strength and minimum upload speed of 500 kbps
- a good Wi-Fi signal with minimum 2 Mbps upload speed at the install location of the doorbell
- a working mains-powered door chime with a 12VDC, 1 amp output and wiring to doorbell location (Seperate PSU available with 1.5m cable length)
- please visit the ICO website and check any registration requirements for cameras and/or video doorbell at https://ico.org.uk/your-data-matters/domestic-cctv-systems-guidance-for-people-using-cctv/
Internal and outdoor cameras require a minimum upload speed of 500kbps, the video doorbell requires 2mbps. This can be checked at the required installation location using tools such as speedtest.net or speedof.me.
A good wifi signal is also required at the location of the camera. Wifi signal is measured in dBm (decibel-milliwatts), you will need a signal at least -67dBm, with an ideal being above -60dBm. Mobile apps are available, such as wifi analyzer to allow you to measure wifi signal strength and upload speeds.
No, this product is designed to be self monitored via the mobile app using push notifications and emails.
We can offer traditional security systems with this option, please visit www.protectmyproperty.co.uk or contact us for more details
Yes! The system is designed to be installed easily at your own convenience and couldn't be simpler.
On receipt of your equipment you can begin the installation process, this is achieved via an online step-by-step wizard process that is initiated by clicking the link within your welcome email.
All you will need to complete the installation is a screwdriver, all devices are attached using 3M sticky pads and powered devices are supplied with a plug in power supply (except the video doorbell).
External cameras require a little more complex installation and will require running power cables to the exterior of your property and drilling suitable holes.
Support is available via the online knowledge base or from our customer service department.
All motion sensors are pet friendly for animals who weigh up to 25kg within a 7m range, and the detector mounted at 2m high.
This is not a problem, if you do not have time or do not feel comfortable doing this then we can help.
If you would prefer us to setup the system for you we can do this for a fixed fee of £120.
Our experienced professionals will arrive on the allocated date to setup and demo the product you have purchased.
Just add the professional setup product to your cart before checkout
Note the product will be delivered prior to the installation date.
Smoke and heat detectors are NOT installed to meet UK Building Regulation Standards which among other requirements require a permanent electric power supply. Building Regulations vary throughout the UK and we advise you to take necessary precautions to install separate fire alarm systems.
Yes, just log on to your account section from our web page to allow you to access our shop where you can browse all of the available products and make your purchase.
Safety and Security devices will require the support of our Customer Service Centre to add to your account, Video and Automation devices can be added via the "Add Device" section of the mobile app
Please note certain products may require an upgrade to your subscription package in order to function with your system.
All of your products will be covered for 12 months from date of receipt.
Yes, just log on to your account section from our web page to allow you to access our shop where you can browse all of the available products and make your purchase.
Safety and Security devices will require the support of our Customer Service Centre to add to your account, Video and Automation devices can be added via the "Add Device" section of the mobile app
Please note certain products may require an upgrade to your subscription package in order to function with your system.
Unlike traditional systems that typically only alerted you if the alarm went off, our Smart Home systems monitor the activity across your home’s sensors 24/7, whether your system is armed or not. This means your system can be useful in emergency and non-emergency events.
All the signals from the security system are sent over a dedicated secure mobile network connection for fast and reliable communication.
Non-emergency alerts are processed and sent out based on the rules that you define. For example, you may choose to get an alert when the front door opens between 12-2pm so you know the dog walker showed up.
Our Smart Homes system support Danalock V3 Z-Wave locks.
The lock is available is a range of sizes and colours and is designed to fit standard sized and composite doors using the euro barrel lock design.
You can purchase the Ultion SMART version of this lock here, using code "zwaveswitch" at checkout to ensure you receive the version that is compatible with the Smart Homes system.
The beauty of this kit is that it is portable and completely wireless meaning if you move home, you can take it with you. Please just remember to advise us of your new address.
Orders & delivery
Once your order is accepted you will receive a welcome email from us with your account details.
Your order will be dispatched and should usually arrive within 5 working days via a 3rd party delivery service, Tracking information will be emailed to you.
If we are experiencing any issues with delivery, or your order is going to take longer than expected to process we will keep you informed.
You can change your mind as long as you notify us within 14 days of receipt of your goods.
To be eligible for a full refund your items must be returned within 14 days of notifying us, and must be unused and in the same condition that you received them.
See full T&Cs for more information
The costs of your subscription recurring payments are made through WorldPay http://www.worldpay.com/uk and through a service called FuturePay. This is an internet-based equivalent of traditional standing order and direct debit facilities.
With Futurepay, you arrange to get funds debited from your card, rather than from your bank account.
Once an agreement is created, you can view payments in the Shopper Management System (SMS) on the WorldPay website.
To login to the Shopper Management System, please see this guide
http://support.worldpay.com/support/shopper/kb/shoppermanagementsystem/sms3100.html
Please note, any contract is between you and Protect My Property Service Limited rather than with WorldPay.
Future Payments made with Protect My Property Service Limited will be made in monthly installments for a minimum of 24 months and thereafter until you cancel your agreement with us, The monthly fee for your subscription will be detailed on your order confirmation and can also be found on the subscriptions page of our website
Your account & subscription
Once you have purchased your equipment you will receive an email from us with a link to commence the installation, once you have received your product following this link will guide you through the process step by step and complete the creation of your account giving you a username and password. This can be accessed in the future from www.alarm.com/login
Your subscription carries no long-term commitment and can be cancelled at any time by giving us 30 days notice.
You can upgrade or downgrade your subscription at any time giving 30 days notice and your payments will be adjusted accordingly.
Please note that the majority of features require the monthly subscription and will cease to operate should you cancel
Please see our terms and conditions for more information.
The app is freely available from the Google Play Store and Apple App Store , you should search for "Alarm.com".
Once downloaded you are able to "take a tour" to see some of the benefits of using this app.
To fully use the app, your system will need to be setup and you will need your username and password.
Please call us or raise a support ticket to have this checked and enabled on your account
These features require the relevant subscription, please check you have purchased the correct subscription for this.
Video features are included with the Aware and Dynamic packages whilst Automation is included with Active and Dynamic.
If you have the correct subscription but still do not see these features please call us or raise a support ticket to have this checked and enabled on your account
These features require the relevant subscription, please check you have purchased the correct subscription for this.
Automated locks are included with our Automation packages, Active and Dynamic.
If you have the correct subscription but still do not see these features please call us or raise a support ticket to have this checked and enabled on your account
If you cancel your subscription, the interactive services supplied and managed via our servers will cease to function. This means that:
- You will lose access to the mobile app and web browser
- Your security system will become a bells-only alarm meaning you will no longer receive notifications of alarms or events, A keypad or keyfob would be required to operate your system
- You will lose access to all live camera views and access to recorded clips
- Home automation will continue with last programmed settings only, no further changes are possible
- You will lose access to the online knowledge base and customer support
Product & technical help
Protect, Monitor and Control your home with our Smart Home Hub, with 12hr Backup Battery and integrated 3G Sim Card for full protection even in the event of power or broadband failure.
Comprising of 868MHz Radio for Security and Safety Devices and a ZWave Radio for automation our hub allows you to control Security, Safety, Automation and even Video via Ethernet or WiFi to your broadband router all from a single mobile application
Technical Specification:
Certifications - EN50131 Grade 2, Class II
Power Supply - 12V 1A (Plug in Power Supply Supplied)
Battery Backup - 7.2V 1600mAh Rechargable, 12 Hour Backup (Supplied)
Communications Path - Ethernet & 3G
3G \ Mobile Network - 900 / 1800 / 2100MHz AT&T SIM (Supplied)
Dimensions - 150mm x 140mm x 42mm
RF Frequency - 868MHz
Zwave Protocol - 868.40MHz(EU)
Operating Temperature -10°C to 45°C (14°F to 113°F)
Operating Humidity - Up to 85% non-condensing
A keypad can be located near to the main entry points your home to allow users to arm/disarm the system with a 4-digit pin. The keypad also has an integrated panic button to activate the alarm should the need arise.
These can be useful for family members who do not have the mobile app or if you do not have your phone available.
A keyfob can be carried on your keyring and used to set or unset the system at the push of a button.
These can be useful for family members who do not have the mobile app or if you do not have your phone available.
Motion sensors can detect a moving object to sound the alarm or can act as a trigger point for automation or video events. For example, when the landing motion sensor is activated at night, the landing light using a smart bulb can be set to turn on for 5 minutes.
Mount the motion sensor at 2m for the ideal detection range. Pet friendly up to 25kg and a battery life of up to 4 years.
A door or window contact can detect the opening or closing of a door and should be aligned so that the magnet is next to the sensor when the door or window is closed. Ideally mount at the top of the door\window to prevent accidental damage.
They can also act as a trigger point for automation or video events. For example, when a door is opened, set the light to come on using the smart bulb for 5 minutes.
Mount the detector in a room at least 1 metre away from a fuel-burning appliance, such as a boiler or log burner, or in a central location, such as a hallway or a landing.
Smoke detectors should be fitted as close to the centre of the room as possible, but at least 30cm away from any wall or light fitting.
If your home is on one level, you should fit the alarm in the hallway between the living and sleeping areas. If you have one smoke alarm and live in a two or three storey house, put it where you can hear it whilst you are asleep – ideally on the ceiling at the top of the stairs leading to the bedrooms.
Smoke and heat detectors are NOT installed to meet UK Building Regulation Standards which amongst other requirements require a permanent electric power supply. Building Regulations vary throughout the UK and we advise you to take necessary precautions to install separate fire alarm systems.
A fixed alert button can be fitted in locations where the need to alert someone of an event is required such as an elderly relative.
Wristbands or pendants can be worn by the user and are ideal for seeking assistance in the case of a fall.
These events will send a notification to the selected users, via email or push notification, for action to be taken. Include a camera within your system to verify a fall.
Indoor and outdoor cameras can be used to capture high quality video, be alerted to movement or alarm activations instantly via the mobile app using video analytics.
Fully encrypted clips can be stored in the cloud providing a backup of all events.
Requires 230V mains power and ideally placed within 2.8m of a wall socket.
Cameras require a minimum upload speed of 500kbps, This can be checked at the required installation location using tools such as speedtest.net or speedof.me.
A good wifi signal is also required at the location of the camera. Wifi signal is measured in dBm (decibel-milliwatts), you will need a signal at least -67dBm, with an ideal being above -60dBm. Mobile apps are available, such as wifi analyzer to allow you to measure wifi signal strength and upload speeds.
A maximum of 4 video devices can be associated with your system.
The video doorbell allows you to speak to visitors even when you are away from home.
- Doorbell requires power to the fitted location, Power supply not included as standard
- Operational range is 8-36VAC, 10VA or 12VDC 0.5 to 1.0A
The video doorbell requires a minimum upload speed of 2mbps. This can be checked at the required installation location using tools such as speedtest.net or speedof.me.
A good wifi signal is also required at the location of the camera. Wifi signal is measured in dBm (decibel-milliwatts), you will need a signal at least -67dBm, with an ideal being above -60dBm. Mobile apps are available, such as wifi analyzer to allow you to measure wifi signal strength and upload speeds.
A maximum of 4 video devices can be associated with your system.
Available as white or multi-colour, the smart bulb allows you to automate your home with different coloured lighting to suit the mood or have your lights come on or off at appropriate times. They can act an effective deterrent if you are away from home to give the impression of someone being in the house.
Your smart plug can be used to control appliances around the home such as a lamp, TV and hair straighteners.
Simply unplug the appliance from the wall, plug in the smart plug and then plug your appliance into the smart plug. Rated 13A.
System setup & configuration
This will depend on how many additional items have been purchased, but our starter kits should be installed within 1 to 2 hours.
Installation is simple and intended to be 'do it yourself'.
All you will need is a small screwdriver to complete the installation. The system is completely wireless, apart from power requirements for the hub and cameras, and all sensors are supplied with self adhesive pads for securing to walls, doors and windows.
During the initial setup of your system, the following devices can be added and configured using our step-by-step online guide:
Motion Sensor
Door\Window Sensor
Keypad
Keyfob
Smoke Sensor
CO Sensor
Smart Plug
Once your system is setup, you can add the following devices to your system using the app at anytime.
Indoor Camera
Outdoor Camera
Video Doorbell
Smart Bulb
Smart Plug
If you already have a system setup and you would like to add any of the following devices, please contact our Customer Services team on 0800 004 999. (Monday to Friday, 8am to 8pm).
Motion Sensor
Door\Window Sensor
Keypad
Keyfob
Smoke Sensor
CO Sensor
To add the Alert Button or the Alert Wristband/Pendant, please contact our Customer Services team who will be able to assist you over the phone on 0800 004 999 (Monday to Friday, 8am - 8pm).
Your account includes full access to online support and knowledge base information. You can access it by logging into your account on the website (www.alarm.com/login), selecting the ? in the upper right, and then clicking on "Help Documentation."
You can also raise a support ticket from this location to ask us a question directly.
We are also available Monday to Friday, 8am-8pm to assist you via telephone on 0800 004999. Or email us at enquiries@protectmyproperty.co.uk or via the "Live Chat" option on our website.
For security and safety devices, please contact our customer service centre for assistance with the setup, we are available mon-fri 8am to 8pm on 0800 004 999.
For automation and video devices access the setup wizard via the "Add Device" section of the menu within the mobile app.
Please contact us should you have any problems with the setup of your equipment.
Camera position, angle, and distance requirements
1. Position the camera so that targets can be fully seen inside the camera’s field of view and not farther than 25 feet away (15 feet at night).
2. The camera should be positioned 8-16 feet above the ground, angled downward between 30°-60°.
o This recommended angle provides for an ideal field of view while avoiding clouds and trees. Video Analytics is designed to work with an angled-down perspective; not horizontal, and not top-down.
o The horizon line should be as level as possible with the ground at the bottom of the image.
Important: Mount the camera in such a way that a vehicle’s headlights do not shine directly into the camera, affecting exposure and IR settings.
3. Verify that the camera is clearly facing the ground or floor of the area being monitored.
o Video Analytics operates by tracking a target’s feet or a vehicle’s wheels.
4. Be aware of any bright lights (i.e., motion-triggered floodlights) near the camera that may attract insects or affect exposure and IR settings.
o Avoid reflective surfaces (i.e. overhangs/eaves, walls, etc) that will reflect IR lights at night. Will make it difficult to see objects further away as reflective surfaces become overexposed.
5. If the camera is re positioned, recreate all of the rules and re-calibrate the camera.
Troubleshooting
Your account includes full access to online support and knowledge base information. You can access it by logging into your account on the website (www.alarm.com/login), selecting the ? in the upper right, and then clicking on "Help Documentation."
You can also raise a support ticket from this location to ask us a question directly.
We are also available Monday to Friday, 8am-8pm to assist you via telephone on 0800 004999. Or email us at enquiries@protectmyproperty.co.uk or via the "Live Chat" option on our website.
As default motion sensors are set to be active for full set only, meaning you are free to part set the system whilst at home and have free movement throughout the property whilst any external windows\doors remain protected.
It is possible to change this to have the sensors active at all times, please contact us should you wish to have the configuration of your system altered.
Check the motion sensor is mounted at the correct height (2m) and is not obstructed by any objects, the pet immune feature of the sensor also means in small rooms the pattern of coverage may be impacted and prevent the sensor picking up normal movement. Consider relocating your sensor for better coverage.
The sensor works in full set but not part set?
As default motion sensors are set to be active for full set only, meaning you are free to part set the system whilst at home and have free movement throughout the property whilst any external windows\doors remain protected.
It is possible to change this to have the sensors active at all times, please contact us should you wish to have the configuration of your system altered.
Camera position, angle, and distance requirements
1. Position the camera so that targets can be fully seen inside the camera’s field of view and not farther than 25 feet away (15 feet at night).
2. The camera should be positioned 8-16 feet above the ground, angled downward between 30°-60°.
o This recommended angle provides for an ideal field of view while avoiding clouds and trees. Video Analytics is designed to work with an angled-down perspective; not horizontal, and not top-down.
o The horizon line should be as level as possible with the ground at the bottom of the image.
Important: Mount the camera in such a way that a vehicle’s headlights do not shine directly into the camera, affecting exposure and IR settings.
3. Verify that the camera is clearly facing the ground or floor of the area being monitored.
o Video Analytics operates by tracking a target’s feet or a vehicle’s wheels.
4. Be aware of any bright lights (i.e., motion-triggered floodlights) near the camera that may attract insects or affect exposure and IR settings.
o Avoid reflective surfaces (i.e. overhangs/eaves, walls, etc) that will reflect IR lights at night. Will make it difficult to see objects further away as reflective surfaces become overexposed.
5. If the camera is re positioned, recreate all of the rules and re-calibrate the camera.
Our smart hub supports the zwave version of the Danalock V3 only, please check that you have the correct lock.
If you still have problems please contact us for further support
The system incorporates a mobile network SIM card providing dual path signalling at all times, meaning you are still protected in the event of a broadband failure.
The main hub has an internal backup battery providing power for 12 hours in the event of a mains fail. Please note that mains powered cameras do not have a backup facility and will not work during a power cut.
My data
Information needed for us to administer your contract is securely held by Protect My Property on our own systems in the UK.
Account and configuration information entered into your smart homes system along with historical data such as alarm activation's and video clips is held within your system and within alarm.com servers
Under current data protection laws you can make a subject access request in respect of any of your personal data. All such requests should be made in writing to enquiries@protectmyproperty.
Alarm.com uses a trusted third party for Secure Sockets Layer connection between the customer and Alarm.com interfaces. The certificate requires that the user be authenticated. Secure cookies are used to store timeout and validation information about the session. All data passed through the Secure Sockets and all passwords are one way encrypted.
Alarm.com has security measures in place to protect the loss, misuse, and alteration of customer information. We protect customer information through a unique username and password, and we protect certain sensitive communications with our website through server authentication and secure connections.
The Alarm.com customer app has added protections such as number passcodes and fingerprint identification on compatible devices.
Our own contract management systems are run on secure servers with access restricted to authorised individuals.
Further information on data security and privacy can be found as follows:
Some data you can delete yourself (for example clips recorded by your video cameras) Other data may be essential in order to maintain your system account and functionality or for us to administer your contract.
If you have any queries in this respect we would encourage you to write to us at enquiries@propertmyproperty.