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Account FAQ's

• What happens when I move or transfer an account?

  At Vivint, we are dedicated to excellence in customer service. That's why we offer a number of different options to help make your move as simple and efficient as possible. Not moving but need to transfer your system to a new address or a friend, family member, or referral? That's ok. We've got options for you too. Current Vivint Customers Current or new system: new address We recommend reinstalling your current system if it has more than $480 worth of equipment. If you are an existing customer and would like to reinstall your current system or install a new system at a new address, there is no fee if: • You have been with Vivint for at least one year • You sign a new agreement with the same terms as the original contract A $99 fee will be assessed if you have been with Vivint for less than one year or you decide not to sign a new agreement. System transfer: same address If you are transferring your system to a friend, family member, or referral, there is no fee if the new account owner is located at the same address. System transfer: new address There is a $99 fee if you are transferring your system to a friend, family member, or referral at a new location. In all cases, the new owner must call Vivint to have the account transferred to his or her name. To close your account, you must send a signed letter to Vivint that authorizes the transfer of your account to the new owner. New Vivint customers New address: existing system If you are moving and want to take over the existing system in your new house, you will need to complete a few simple steps: First, if you sign a new agreement, there is no takeover fee. If you decide not to re-sign your agreement, a $99 fee will be assessed. Second, you will need to call Vivint to set up the account under your name. Once you have called, a technician will be sent to your home to fill out paperwork, reprogram your system and answer any other questions you may have. System transfer A $99 fee will be assessed to transfer a system from the previous account holder to your residence. To complete the transfer, you will need to call Vivint customer support at 800.216.5232. Once you have called, a technician will be sent to your home to fill out paperwork, install your system, and answer any questions you may have.

• What is the referral program?

  The Vivint Customer Referral Program allows you to refer friends, family members, neighbors, coworkers, or random acquaintances you meet at the dentist's office to Vivint. If they have a system installed, we’ll take $30 off their activation fee and send you a check for $30. And the best part is that there's no limit on the number of rewards you can receive. We will compensate you for each and every referral that has a system installed.

• How do I get a certificate for my homeowner's insurance?

  Many insurance companies will give you a discount just for having a security and home automation system installed. However, they often require a certificate proving the installation has taken place. You may download one on the Vivint account center. Simply log in and choose "resources" and "insurance certificate." You can also call us with your insurance company's name and fax number, as well as your agent's name. We will fax it to your company directly.

• How do I verify that the sales rep who visited my home actually works for your company?

  Verifying the Vivint sales rep visiting your home is easy. Visit vivint.com/verify and enter the rep's badge ID. If you feel someone is misrepresenting Vivint, please call us and we will help you get verification.

• Can I get a homeowner's insurance certificate before my installation date?

  No. Installation must take place before we issue a certificate.

• Why do I need to fill out a permit application?

  Depending on where you live, you may be required to register your security system with your local authorities or obtain a permit so emergency personnel can be dispatched to your home.

• How do I get my referral credit?

  To get your referral credit, call us at 866.493.5929. Calling us directly allows us to track your referrals, ensuring you are rewarded when a system is installed. When you call you will need your referral's name, address, or account number so we can look them up in our system. If your friends and family would prefer to contact us on their own, they need to give us your name specifically so you receive the credit.

• How do I get a permit?

  You are responsible for obtaining a permit. The easiest way to get one is to search your local government website. Almost all cities make these forms available online. However, as a courtesy, you can call customer support and we will mail your form to you. If we send you the form, it will take between 7 and 10 working days.

• Where do I go to download the form I need to receive a homeowner’s insurance discount?

  Log in to the Vivint account center, choose “Resources,” then choose “Insurance Certificate.” A customized certificate can be downloaded and printed from there.

• When I get notified that my alarm has been triggered, how do I find out if it was an actual emergency or a false alarm?

  You will need to contact your local police department. However, if the triggered alarm signifies an actual emergency, in most cases the authorities will notify the central monitoring station, which will then contact you.

• Can I move my equipment myself?

  No. If you need equipment moved, contact customer support. They will either walk you through the process or send a certified technician to assist you.

• What is your cancellation policy?

  Our cancellation policy differs depending on your location: United States, 3 days after installation; Puerto Rico, 3 days after installation; Alaska, 5 days after installation; New York, 3 days after installation for the standard agreement and 7 days after installation for the panic pendant addendum; Canada, 10 days after installation; Seniors (70+ years old), 30 days after installation.

• If my original cancellation date has passed and I'm unable to fulfill my agreement, what are my options?

  We're sorry to hear you're considering canceling, and we strongly urge you to continue your agreement with us, since we are dedicated to helping protect your family. However, we do offer additional options if that is not possible. First, you can find someone to take over your agreement, at no charge. As an added convenience, we will contact your referral to help you through this process. If your referral signs up for the remainder of your agreement, your responsibility will end once your written and signed request for cancellation has been processed. The second option is to pay off the total amount for the remainder of the months left on your agreement.

• I’ve lost my mobile device. What do I do?

  You can disable access to your account from your mobile device. Log in to the Vivint account center, choose "Go!Control Web Access." Choose the "Mobile" tab and disable automatic login at the bottom of your screen.

• Do I need an alarm permit for my Vivint system?

  Yes. The easiest way to get a permit is to search your local government’s website. Almost all cities make these forms available online. However, as a courtesy, you can call customer support and we will mail your form to you. If you get the form through us, the process will take between 7 and 10 working days.

• How secure is the access to my wireless camera and my system’s privacy settings?

  Your cameras are protected in a few different ways. First, our technicians password protect your router to create a secure home network. Second, your cameras are password protected through your online account using the 256-bit encryption that protects vivint.com. Finally, only those with access to your online account can view your live feed.

• Where are your monitoring stations located?

  We have two monitoring stations: one in St. Paul, Minnesota, and one in Provo, Utah. Additionally, all of our customer support representatives are located in the United States. We do not contract with off-shore providers.

• Do you monitor 24x7x365?

  Yes. We have monitoring staff available at all times, including nights, holidays, and weekends. We also have customer support agents available 24x7x365.

• What’s a secondary passcode?

  You can create secondary verbal passcodes for family members, relatives, or house sitters. Secondary passcodes can validate a secondary user of your system and also turn off a false alarm. You can add or drop secondary codes at any time, but only the primary passcode can make changes to your account.

• Why do I need a verbal passcode?

  In case of an emergency, we need to be able to validate that we are talking to you over the Vivint Live voice. That is why we require a verbal passcode. This passcode can also be used to turn off a false alarm. We encourage you to choose a passcode that is personal and easy for you to remember.

• Do I need to be at home for my installation?

  Yes. Our technicians walk through your home to find the best way to set up your system. This means an adult member of the family must be present.