.A.Q. about Billing and Customer Service
This frequently asked questions page is designed to help homeowners who have had their security system installed and have a billing or customer service question.
Below you will find answers to questions about:
- Billing and account information
- Who to call for service needs
- Other ways to connect with us
- General post-install questions
- F.A.Q. for iPhone user
Please feel free to call us in regard to any questions you have about getting a security system installed here in California.
Call today: 1-800-310-9490
ADT Billing
Q. How does billing work?
When selecting your system monitoring service plan and filling out the paperwork, you set up monthly auto pay with your credit/debit card or checking account. Your first bill will be slightly higher. It adds a prorated amount for the current month and also the next month's payment. With an auto checking option you can select the preferred payment withdrawal date. With the credit/debit card option your monthly payment date will be based on your installation date. You also have the option to setup the auto payment quarterly, semi-annually or annually.
Q. How can I change my billing address while maintaining my service address?
This can be done on line at myADT.com or by downloading the myADT.com app and creating an account. You can also contact the ADT National Account Services Center directly at 800.238.4636, option #4 for billing questions. This blog talks more about the on-line myADT.com site and app.
Q. How can I update my billing information?
This can be done on line at myADT.com or by downloading the myADT.com app and creating an account. You can also contact the ADT National Account Services Center directly at 800.238.4636, option #4 for billing questions. This blog talks more about the on-line myADT.com site and app.
Q. Who do I call for Billing Questions?
If you are within the first 90 days of installation, call the installing party. For California Security Pro clients, call 1-800-310-9490. Otherwise, call ADT at 1-800-588-2159. If you want to pay your bill online go to myADT.com or download the myADT app. This blog talks more about the on-line myADT.com site and app.
Indicate yourADT account number on the check, along with name and address and send all payments to:ADT, PO Box 371490, Pittsburgh, PA 15250.
Who to Call
Q. Who do I call for Alarm Monitoring Issues?
Call ADT at 800.588.2159
Q. Who do I call to Schedule Service for my Security System?
For the first 90 days after installation, call the company that installed your system. For California Security Pro customers call us at 1-800-310-9490. After the first 90 days, call ADT service Department at 1-800-588-2159.
If your alarm is going off now or you have been contacted regarding an alarm event, please call 1-800-588-2159 (alarm going off press 1 then 0).
Other ways to connect with us
Q. Where can I go when I have a question, other than making a phone call?You can search our website at here to find answers. Also subscribing to our blog keeps will assure that you are notified of the latest home security news.
Q. How do I find California Security Pro on social media?
Click a link below and join our community. You can learn more about our social media by reading this blog.
General Post Install Questions:
Q. How do I change the people listed on my call list?
You can call ADT at 1 (800) 588-2159. You can also use the myADT.com app or this blog talks more about the on-line myADT.com site and app.
Q. Once my alarm is installed, is it difficult to add additional devices to the system?
No. Many devices are installed easily by following the instructions. ADT Pulse devices can be self installed or you may schedule to have an ADT Technician come to install them. Security system devices added to your system will need to be installed by ADT or an Authorized ADT Dealer. California Security Pro will be able to assist all customers who had us install their original system.
Q. Does ADT Offer Any Guarantees or Warranties?
Yes, With California Security Pro, your equipment warranty is automatically included for as long as you maintain a monitoring contract. There is also a Theft Protection Guarantee, an ADT Money Back Service Guarantee, a Mover's Security Guarantee and a Homeowner's Insurance Certificate that gets you a discount on your homeowner's insurance. For more details see this blog.
Q. Am I responsible for testing my system regularly?
Yes, it is an industry standard to test your system weekly. A tall order for sure! Here is a blog about something else we should all be doing (and most of us don't do often). This blog talks about having an evacuation plan and a fire safety plan and practicing it with your family. Part of that includes testing your system to show how your security system works into an evacuation plan. All great info and the blog gives you details of how to test your system!
Q. What if my system isn't working right?
We will be more than happy to investigate any issues you are having with your system. If it is under 90 days from your install, give us a call here at California Security Pro 1-800-310-9490. If it has been more than 90 days, call ADT directly on their service line at 1-888-238-7374.
FAQ's for iPhone Users
Q. I updated my phone to iOS 6 and now the ADT Pulse app won't launch?
ADT recently became aware that the ADT Pulse app may not launch on some iPhones with the iOS 6 operating system. There are very few phones that are affected by this. We learned of this shortly after the iOS 6 release and are working on an expedited solution. We apologize for any inconvenience. This is currently affecting iPhones 5 and 6 that use the iOS 6 system and is not affecting iPads. ADT has reviewed the problem and we believe we have found the cause. We are now testing a solution and we have submitted it to Apple for approval and release. We are asking Apple for an expedited approval.
Q: Don't app developers get early access to Apple updates?
Developers get development software ahead of time, but we don't get the hardware any sooner than the public. In most cases the development software reflects what eventually ships, but in the case of the iOS 6 release, new problems were encountered that did not appear in the early testing. ADT has reviewed the problem and we believe we have found the cause. We are now testing a solution and we have submitted it to Apple for approval and release. We are asking Apple for an expedited approval.
Q: What can I do in the meantime to use ADT Pulse remotely on my iPhone?
If you launch your Safari browser, you should be able to log in at https://mobile.adtpulse.com or https://mobile-ca.adtpulse.com (for Canada) and gain access to your system.
