Frequently Asked Questions

When my system was installed, I wrote a cheque to ADT but it's not reflected in my first bill. Is there a problem?

Sometimes, because of billing cycles, your first bill is issued before the payment has been posted. The payment will appear on your next bill; if not, call ADT.

If I move, will I have to pay again to put a security system in my new house?

If you have our Extended Limited Warranty package and you've already enjoyed ADT services for at least two years, then ADT will install a free basic Safewatch® Pro system in your new home as part of the System for Life Guarantee.

Can I extend my warranty?

Yes, ADT offers a special Extended Limited Warranty which will cover the repair of replacement costs of the equipment for just a few dollars each month. To get the Quality Service Plan for your ADT system, call your local ADT office.

How do I change the people listed on my call list?

It's simple. Just call your local sales and service office at the phone number listed in our directory with your changes. Have your personal identification code ready in order to make your changes. Make sure to tell everyone on your call list what to do in case they receive a call from ADT.

What if my system is not working properly?

ADT will be happy to investigate any problems you're having with your equipment. Just call your local ADT sales and service office to make an appointment.

If there's a problem, can you turn my system off from the ADT offices?

No, your system is an independent unit and can only be turned off at your control touchpad.

My alarm went off accidentally, but I quickly put in the code and shut it off. I expected a call from ADT 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 customer monitoring centre. This gives you enough time to cancel the signal and prevent a false alarm.

What happens when I press the panic or fire alarm buttons on the touchpad?

If you hold down the panic or fire alarm buttons on the touchpad for 1 to 3 seconds, an alarm is transmitted to the ADT customer monitoring centre, and emergency services are dispatched immediately. An alarm received in this manner cannot be cancelled.

If my power goes off, will my alarm system still work?

Yes, in case of a power loss, the back-up battery will activate to maintain your alarm protection for several hours. In the event your battery is low, a low battery signal will be sent to the customer monitoring centre so you can be notified.

If I have an emergency, should I call ADT first?

No, if you have an emergency, call 911 first. If you are unable to call 911, then depress the panic or fire alarm button on your touchpad, and ADT will request emergency services.

Am I responsible for testing my system regularly?

Yes, it Is your responsibility to make sure that your system is in good working order. It's easy to test your system; just refer to your owner handbook. If you find that a part of your system is not working properly, call your local sales and service office and request repair service.

My invoice was slightly higher than I expected. What were the extra charges?

Your first invoice will be pro-rated to reflect the actual start date of your service. There are also instances of National, Provincial, and Municipal taxes that may affect your invoice.

ADT Pulse App FAQ's

 

What is different about this version of the ADT Pulse Mobile App?

There are a couple key differences in this version of the Pulse Mobile App.

  • “Your Home Talks to You”
    The new Pulse UI uses a two-way feed, bringing the latest news and keeping up the “conversation” between the customer and their home or business. The existing Pulse app was one sided, where the customer would only hear from ADT when there was something wrong, like an alarm going off.  Now, the app will allow for an interactive experience.
  • “Always On”
    The “Always On” dashboard tells the customer what is happening and gives the tools to control what happens next. When the customer first logs in, everything that has happened in the home will appear under “Home Activity” on the first screen.
  • “Quick Action”
    The new user experience has a flat and minimal design. It also incorporates an accordion menu structure. This combination allows customers to have quick access and take quick action from any of the menus from the first screen. This makes the navigation experience easy, as menus are no longer hidden and hard to find.

When will the new Pulse Mobile App be available for my iOS device?

On July 21, 2015, we will remove the old version of the App from the iTunes App Store® and replace it with the new Pulse Mobile App.

Will the new Pulse Mobile App automatically download on my iOS device?

Yes, if users have automatic updates enabled. Then, the Pulse Mobile App will automatically download and override the existing App.

How long will the Mobile App be available in the iTunes App Store®?

Users who have the existing Pulse Mobile App on their phone will still be able to use it until August 25, 2015. After that date, users who access their outdated version of the Pulse Mobile App will see a message that says, “An upgrade is required.” The outdated version will no longer work after this date.

When will the new Pulse Mobile App be available for my Android device?

On July 21, 2015, we will remove the old App from Google Play® and replace it with the new Pulse Mobile App.

Will the new Pulse Mobile App automatically download if I have an Android device?

No, the Android app is new and not an update. Users with the existing Pulse Mobile App already on their device will not automatically be prompted for an update. You must download the new Android App manually.

How long will the Pulse Mobile App be available in Google Play®?

Users who still have the existing app on their phone will still be able to use it until August 25,, 2015. After August 25, 2015, users who access the old App will see a message that says, “An upgrade is required.” The Pulse Mobile App will no longer work after this date.

What happens to users with Android 2.0/3.0 devices that have an existing Pulse Android app loaded on their phone?

These users can continue to use the last app that they download to their device until August 25th. However, it will display as the existing Pulse user interface and not the “New” Pulse user interface. After August 25th, the app will no longer work.

How do Android 2.0/3.0 users access Pulse from their mobile device?

These users have several options:

  1. Continue using the Pulse app that they currently have on their phone or tablet until August 25th
  2. Access the web portal at: https://portal-ca.adtpulse.com/*Note: There are limitations with this solution. For example: Video and thermostats will not display properly. In addition, this web site will show the “Old” Pulse user interface.
  3. Access the mobile portal at: https://mobile.adtpulse.com

What happens if a user with an outdated Android or iPhone device tries to download the new Pulse Mobile App to their device?

The “New” Pulse Mobile App will not show up in any of the app stores unless their device meets the compatibility requirements. If a user is searching for Pulse in an app store and they cannot find it—chances are their device is not compatible.

What happens if a user deletes the existing Pulse app from their phone in July? Can they reinstall the same app or get the app back?

No. Once a user deletes the existing Pulse Mobile App from their phone after the new version is launched, there is no way to download it again. The old Pulse app will no longer be available from the app store.

How does the new Pulse Mobile App impact Pulse Voice?

Once the new Pulse Mobile App launches, it will have voice functionality integrated into it. There will no longer be two separate ADT apps. Everything will be in one combined app.