Frequently asked questions

To get your referral credit, call us at 1.866.493.5929. 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.

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. To obtain this certificate, simply call us with your insurance company's name and fax number, as well as your agent's name, and we will fax it to them directly.

No. Paying a bill online or over the phone is completely free.

Yes. If it is more convenient, we can mail you the certificate directly.

For your convenience, we do not send statements or bills by mail. This ensures that you never experience a lapse in coverage. However, you may still send a payment by mail. If that payment is received within three days of your billing date, we will not withdraw funds automatically. And, of course, you maintain complete control of your account at all times.

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

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

Yes. We bill every five days, depending on what is most convenient for you. You can receive your bill on the 1st, 5th, 10th, 15th, 20th, or 25th of the month.

Yes. Our call center is CSAA Certified as a Five Diamond Central Station. It has also been identified by the International Customer Management Institute (ICMI) as one of the top 50 call centers in all of North America. As a company, we received the J.D. Power and Associates award for "An Outstanding Customer Service Experience" two years running--in 2008 and 2009. Vivint is also part of the Security Industry Alarm Coalition and the Electronic Life Safety, Security & Systems Professionals organization.

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 service and we will mail your form to you. This process will take between 7 and 10 working days.

You can find full versions of our system manuals by clicking here. For "cheat sheets" on our panels that will give you a quick look at basic commands and functions, click here.

Verifying that the Vivint sales rep visiting your home is legitimate is easy. Simply follow this link and enter the rep's badge ID. If you feel someone is misrepresenting Vivint, please call us and we will help you get verification.

The price of a permit varies depending on your municipality. Visit your local government website for more information.

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 you create a simple, affordable home automation system. 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, once your written and signed request for cancellation has been processed, your responsibility will be ended. The second option is to pay off the total amount for the remainder of the months left on your agreement.

The Vivint Customer Referral Program allows you to refer friends, family members, neighbors, coworkers, or random acquaintances you meet at the dentist to Vivint. If they have a system installed, you can choose one of four $50 gift rewards: a gift card for Chili's, Home Depot, Bath & Body Works, or $50 off your monthly monitoring service. 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.

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; 7 days after installation for the Panic Pendant addendum Canada � 10 days after installation Seniors (70+ years old) � 30 days after installation

You will need to contact your local police department. However, in most cases, if the alarm that is triggered signifies an actual emergency, the authorities will notify the Central Monitoring Station that will then contact you.

Some cities do charge a fee for sending dispatch for a false alarm. If you feel there has been a mistake, you can contact Customer Service and they will be happy to discuss it with you.

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

We have chosen to market our products using the door-to-door method because it allows us to use a personal approach. When our sales reps come to your door, they can talk to you and customize a system that meets your exact needs.