BULLDOG’S HELP CENTER

Find answers to the most commonly asked questions

MY ACCOUNT

General account and billing information

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EQUIPMENT

System and troubleshooting insights

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ADT CONTROL APP

Maximize your virtual controls

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MY ADT ACCOUNT

Many cities, Police Departments, Sheriff’s Departments, and Fire Departments require alarm system users to obtain an alarm permit. Failure to obtain a required Alarm Permit may result in fines or refusal by an emergency agency to respond to an alarm at your premises. To find out if a permit is required in your area, contact your local Police, Sheriff or Fire Department using their non-emergency telephone number, or look them up on the Internet.

You can update your account information by logging into MyADT.com and selecting the “My Account” tab.

To change your password, follow these steps:

  1. Visit the MyADT.com “Account login” page.
  2. Select “Forgot Your Password” under the login.
  3. Select “Email” to have a password reset email sent to your email address, or select “Security Question” to reset your password.
  4. Enter the address used when registering at MyADT.com and click “Verify.”
  5. A link will be sent to your email with instructions on resetting your password.
  6. You will then be prompted to setup your new MyADT Security Question.

You can manage your verbal security password by logging into MYADT.com, selecting the “My Alarm” tab from the overview page, and then clicking on “Verbal Passwords” from the left hand menu. If you edit the box labeled “Password can manage the location,” anyone who knows this security password will have full administrative access to that account.

To make changes to your call list, log into MyADT.com and then click on the “Manage Contacts” button in the Emergency Contacts section on the Overview page. Remember to tell new contacts on your Call List what to do in case they receive a call from ADT. All contacts should have access to your premises, a valid personal identification code, and a current U.S. phone number. When traveling away from your home or office, use “Travel Reminders” to remember to update your emergency contact list.

To change your billing address, please login to MyADT and click on “Account” from the left navigation. Then click on the “Profile” tab.

First, you will need to login to MyADT.com. Click the “Account” tab from the left navigation and click “Update Payment Method”. If you have already entered at least one payment method, choose it from the “Saved Payment Methods”. If you are enrolled in ADT® EasyPay, then click the “Manage EasyPay”  button. To add a new method, click the link for “Add New Payment Method”, then enter the card or bank account information. To save the new method information, click the box next to “Save account information for future use” and click “Submit”.

Payments sent through the mail take approximately 7-10 business days to be delivered and processed before appearing on your account. If you make your payment online, please allow up to three business days for your transaction to post to your account.

Your invoice may show advanced service charges for the next billing cycle, if your service started mid-month. Plus taxes on service charges as required by state and local municipalities, and one-time prorated charges for monthly services.

Taxes and prorated charges can be difficult to understand. State and local municipalities sometimes charge tax on the services provided by ADT. ADT is then obliged to collect part of the monthly billing amounts. Additional charges include one-time prorated charges for monthly services provided between the first day of activation to the date of your first bill.

EQUIPMENT TROUBLESHOOTING

Your alarm system may be armed in either Away or Stay mode. Once the system is activated, each monitored zone has the ability to recognize a violation, (i.e. a door or window opened or a motion sensor crossed). Once a zone has been violated, the alarm system communicates with ADT by transmitting a signal through a telephone line or cellular backup, if one is equipped on the system. Once the signal has been received by ADT’s monitoring centers, the alarm system will wait to send another message if another zone is tripped. Entering a valid user code and disarming the system will end this process.

For system-specific instructions, log into MyADT.com to identify your system, then click on Find Your System Manual in the “Help Center”.

You can do a lot with the new ADT Command touchscreen, including controlling your security system and smart home devices. Here’s how to find How-To videos that will help you use Command to its full capabilities.

  1. Tap the right arrow on the right side of your screen to scroll to the next set of icons.
  2. Tap the “Tools” icon.
  3. Enter the Master User code.
  4. Tap the “Help Videos” icon.
  5. Tap the Video icon for the topic you want to learn about.

Arming and disarming your system with the touchscreen, including setting up custom scenarios, is easy. Follow these steps for the different options:

Arm Away

  1. Tap Arm Away.
  2.  Enter your User Code.

At this point, the countdown for you to exit before your system arms will start.

Arm Stay

  1. Tap Arm Stay.
  2. Enter Entry Delay if desired, then enter your User Code. After you hear the panel status announcement, the countdown will be silent.

Night Stay

Night Stay can arm your exterior doors and windows to instant status. So if someone opens one of them, the alarm will sound without any delay.

  1. Tap Arm Stay.
  2. Tap Night Stay.
  3. Enter your User Code. After you hear the panel status announcement, the countdown will be silent.

Arm Custom

Arming Custom allows you to bypass up to five of your system’s sensors. For instance, if you want to keep your back door open to let your dog have access to the back yard, you can bypass that sensor. Here’s how to customize:

  1. Tap the Arm Custom icon.
  2. Tap the zone(s) you want bypassed (five maximum).
  3. Tap the words Arm Custom at the bottom right of the screen.
  4. Enter your User Code.

Disarming Your Panel

  1. Tap Disarm.
  2. Enter your User Code.

To use Quick Exit when your panel is in Arm Stay and you need to leave quickly without fully disarming your system, simply tap Quick Exit. You won’t need to enter a code.

Follow these simple instructions.

  1. Tap the right arrow to get to the Tools icon.
  2. Tap the Tools icon and enter Master User Code.
  3. Tap the Settings icon
  4. Drag the slider to the right or left on the Volume bar to adjust the volume.
  5. Select Chime to mute chimes and voice announcements (highlighted [blue] button indicates active, dimmed [gray] button indicates that Chimes and voice announcements are muted).

ADT recommends that you test your system every 30 days and after any changes to phone or Internet service or any home renovations. If you find that a part of your system is not working properly, please call the troubleshooting number located on our “Contact ADT” page.

ADT recommends you perform a system test once a month just to make sure your system is working properly and they are receiving signals at our monitoring centers. Here’s how to perform a test:

On the Command 7″ touchscreen

  1. Tap the right arrow on the right side of your screen to scroll to the next set of icons.
  2. Tap Tools icon and enter the Master User code.
  3. Tap the Advanced icon.
  4. Tap the Comm. Test icon.
  5. When your panel has finished the test, you’ll see a result on the “Passed” line, for example:
    • Pending:
    • Passed: Cellular Communication Test, Broadband Connection
    • Test Failed:
      Note: if test fails, please contact ADT at 1.800.ADT.ASAP.

Sensor batteries should be changed according to the manufacturer’s instructions for each device. You can view the device power status on both the Command 7″ touchscreen and optional secondary 7″ touchscreen. Here’s how:

  1. From the home screen, tap “Zones”.
  2. Enter your User Code.
  3. A list of devices installed on your security system will appear, with a battery-bar status icon next to each name.
  4. Use the up and down arrows to scroll through your devices.

First, confirm your camera is plugged in and receiving power. Next, make sure your Wi-Fi connection shows Internet activity. If your camera still isn’t recognized, call 800-ADT-ASAP for help.

When someone disarms your system, the Command panel takes a screen grab of the event so you can see who disarmed the system. Here’s how to check for those snapshots:

  1. Tap the Right Arrow on the home screen to the Tools icon.
  2. Tap the “Tools” icon.
  3. Tap “Events”.
  4. You’ll see a list of system events, including panel-disarm snapshots. Tap on an event to see the snapshot.

No, the keypad is wired into the security panel bus. An ADT technician can only move the keypad. He/she will ensure the keypad is wired correctly and working properly in its new location.

You can order new ADT Security Services yard signs or window decals at MyADT.com under My Account > Order Equipment. Customers are limited to two yard signs and two decal sets per year for each location monitored by ADT. The yard signs and decals will arrive in approximately 7-10 business days.

Yes. In a power loss, the back-up battery will activate and will operate your alarm system for several hours. In the event your system battery is or becomes low, a low-battery signal will be sent to ADT’s Customer Monitoring Center. Your system will also show an indication of the low battery by displaying a message (e.g., LOW BATT or BATT) on the keypad or frequently beeping.

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

From the web portal, click “Automation” in the main menu.

  1. Select “Rules” if you want to set a device to act according to a Trigger activity (such as the front door automatically locking when the panel is set to Arm Stay).
  2. Select “Schedules” if you want a device or a light to turn on and off at set times during the day (or for the thermostat to adjust temperatures).
  3. Then select “Scenes” if you want to group automations together as a set (such as creating a Goodnight scene that sets the panel to Arm Stay, locks the doors, closes the garage door, adjusts the thermostats and turns on exterior lights).
  4. Click the  “Add New” label to begin configuring Rules, Schedules or Scenes.

To enable the ADT Control Skill, tap on the “Skills” option located  within the Alexa or Google Assistant app. Type in “ADT Control.” Select the “ADT Control” skill and then tap “Enable Skill.”

Z-Wave is a wireless technology that allows your home appliances (like the thermostat, lights, door locks, etc.) to wirelessly communicate with each other. It transforms an everyday household appliance into a smart device, which can be regulated using your smartphone, tablet or laptop. So regardless of where you are, you can remotely manage your home. Z-Wave technology helps conserve energy costs, since it provides remote access to your home.

ADT CONTROL APP

If you log into ADT Control (control.adt.com) and see “Status Unavailable” or a graphic indicator that the system is offline, make sure all your ADT equipment is plugged in, then wait a couple minutes and try the system again. If that doesn’t work or you need help, call 800-ADT-ASAP.

The ADT Control app is designed to provide the same functionality as the 7” Command touchscreen panel. That includes arming and disarming your system remotely. Here’s how to do it:

To arm:

  • Tap the “Shield” icon to arm your panel.

You have the option of tapping Silent Arming or No Entry Delay, and you can also select Arm (Stay) or Arm (Away) depending on whether you’re going to be home or out.

To disarm:

  • Tap the “Shield” icon to disarm your panel.

You can only answer your doorbell through the app. You can also start a doorbell call and view the camera video from the doorbell at any time.

ADT Command works with the ADT Control app to use geo-fencing technology to sense when you’re getting close to or leaving your home. This capability allows you to set up automations related to when you arrive or depart. To take advantage of geo-services, follow these simple steps:

Enable geo-services on one or more phones.

  1. Log into the Control app from your iPhone or Android device.
  2. Go to “Settings”.
  3. Tap to “Enable Geo-Services”.

View and manage geo-fences:

  1. Log into your web portal.
  2. Click “Settings”.
  3. Click Geo-Services to view and edit Geo-Fences. A “Home” Geo-Fence is created by default around your security system address.
  4. Use the “Set up Geo-Features” links to quickly create geo-fence-triggered Reminders.
  5. You can also apply geo-service settings to existing Rules and Notifications in the web portal.

You’ll see low batteries as a trouble condition on your home screen in the Control app. Tap the trouble icon to see a list of devices with a low-battery condition.

If you log into the ADT Control app and see “Status Unavailable” or a graphical indicator that the system is offline, make sure all your ADT equipment is plugged in, wait a couple minutes and try the system again. If that doesn’t work or you need help, call 800-ADT-ASAP.

  1. Log into the app
  2. Tap “Notifications”.
  3. Tap “Manage Notifications”.
  4. Tap “+ Add” to create a new notification or tap an existing notification to update.
  5.  To choose notification recipients, tap + Add Recipient.
  6. Click to select the entries in the Address Book to be notified or click + Add Contact to add a new Address Book entry.
  7. Once you’ve selected all the desired recipients, click “Close”.
  8. Verify all recipients are correct, click Save.

Notes: You’ll need to separately register each phone or tablet that you want to have access for push notifications. Once registered, each device must have the Push Notifications toggled On in the app. To avoid duplicate alerts, make sure to turn off text message alerts once you’ve successfully enabled push notifications on the web portal.