General FAQs

If you hold a tax-exempt status, we can help you apply that to your account. We will need a copy of your Tax Exempt Certificate to keep on file.

Please call us at 1.800.PROTECT (1.800.776.8328) for assistance. 

Your monthly clip upload limit is the number of new clips you can upload per calendar month. Each clip that is uploaded from a camera is counted toward the limit. Once you have reached the limit, you cannot upload any more clips until the first of the next month.  

To find your limit and current clip count, follow the steps below: 

1. Log into MyGuardianHome.com. 

2. Click Video on the left-hand side of the page. 

3. Click Saved Video Clips at the top of the page. 

4. The monthly clip limit and oldest recorded clip are displayed at the bottom of the page. 

All recording rules — except for alarm recording rules — will pause if you reach the clip limit. At the start of the next month, you must manually turn the rules on in the Recording Rules section.

To learn how to resume your rules, click here.

Need more clips? Give us a call at 1.800.PROTECT (1.800.776.8328) to discuss increasing your monthly clips limit. 

We love security, and we love pets – but there’s never a 100% guarantee that your pet will not accidentally trigger your alarm. But a pet-sensitive motion detector can help to lessen the chances of a false alarm.

Pet-sensitive motion detectors are designed to allow your pet to move around freely in your home while your motion detector is armed. These motion detectors have a blind spot to accommodate your animal walking in a room or even lounging on your couch. If the animal jumps or deviates outside of the pet blind spot, then the motion detector will trigger the alarm.

If you feel your pet motion detector needs to be adjusted or you want to discuss the option of adding a pet motion detector, give us a call at 1.800.PROTECT (1.800.776.8328). 

Learn more about security for pet owners here.

A professionally installed and monitored smoke detector works by identifying abnormal levels of smoke within range of the smoke detector. Upon activation, a signal will be sent to our monitoring team so that we can notify you and emergency services if needed.

A professionally installed and monitored motion detector detects movement in an area. If activated, a signal will be sent to our monitoring team. 

If your power goes out, your system will run on its back-up battery for approximately 4-6 hours. When the power returns, your panel battery should recharge within 24-48 hours. 

If power is completely lost, the system should restore to its previous arming status once the power is back on. If your panel was armed prior to losing power, it should be armed when the power restores to your system. If your panel battery does not recharge within 48 hours of the power returning, you may need to replace your battery. You can contact us at 1.800.PROTECT (1.800.776.8328) to order a new battery. We’ll ship it right to you!

Once you determine which device is low, the battery replacement is easy.

First, place your system on test mode. You can do this by logging into your Guardian account or calling our monitoring center at 1.800.364.3616.  For info on how to change your device batteries, check out these videos.

To remove your system from test mode, simply end the test or the system will automatically be taken off of test mode after 4 hours. You will receive an email once your system has been removed from test mode.

You can also call our monitoring center at 1.800.364.3616 to remove the system from test mode.

It’s very important to test your system once a month to make sure it’s communicating with our monitoring center. Here are the simple step-by-step instructions: 

Start by logging into your Guardian account and choose My System. On your desktop, My System is in the left-hand navigation bar on your account dashboard. On mobile, it’s in the menu at the top right corner of your screen.  Next, choose Test. 

Please be sure to read the full instructions before placing your system in test mode and let the system siren sound for the recommended 60 seconds.

Once you've tested, make sure to check that your test signal was received. If it wasn't, give us a call at 1.800.PROTECT (1.800.776.8328) so we can help. You can learn more about how to test your system (and why you should) here.

If you have a service call scheduled for today and you are opted into service notifications, you may receive an email or text notification with your service technician’s estimated arrival time.

You can check if you’re opted into service notifications — or adjust any of your contact preferences — by logging into your Guardian account and following these steps:

1. Choose Account Info. On your desktop, Account Info is in the left-hand navigation bar on your account dashboard. On mobile, it’s in the menu at the top right corner of your screen. 

2. From Account Info, click Communication Preferences.

3. Check the boxes depending on how you would like to hear from us about different things, and then click SAVE. You can also see a time window for your scheduled service jobs on your account dashboard.

Planning a move is both exciting and stressful. That’s why Guardian tries to help make it easier! There is no need to relocate any equipment.

Simply let us know you are moving by completing the form on our website (click here) or call us at 1.800.PROTECT (1.800.776.8328). Our Care Specialists are happy to assist you on this journey! 

Congratulations! Moving can be stressful, so Guardian Protection makes adjusting your security services easy.

Simply let us know you are moving by completing the form on our website (click here).

Or, call us at 1.800.PROTECT (1.800.776.8328). Our Care Specialists are happy to assist you on this journey!

Congratulations on your move! We know moving can be a stressful experience, which is why Guardian Protection tries to help make it easier. It’s not necessary to pack up your equipment and take it to your new home. Plus, all that security can increase the value of your current home! We will work with you to customize a system specifically for your new home, with new equipment.

Simply let us know you are moving by completing the form on our website (click here) or call us at 1.800.PROTECT (1.800.776.8328). Our Care Specialists are happy to assist you on this journey!

• Locate Emergency Services in case you need the Police, Fire or EMS quickly.
• Get to know a neighbor to help in case of an emergency.
• Establish home safety rules for children and visitors.

Your local municipality may require you to obtain a permit for your security system. 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 up the local ordinance online.

If a permit is required, follow the necessary steps to obtain the permit. Once you have it, provide the permit number to Guardian by calling 1.800.PROTECT (1.800.776.8328). 

Please note your permit may have an expiration date and may need to be renewed with your local municipality on a regular basis.  Failure to obtain and/or renew your permit may result in municipal fines, refusal by the authorities to respond to an alarm activation, or the inability of our monitoring center to notify the authorities when an alarm activates.

It is important to know and keep track of your Guardian Protection passwords and codes. This information is vital to your protection and management of your account. 

Verbal Master Alarm Password

Single word used to verify your identity when an alarm is triggered or when speaking to Guardian Protection. This password gives you authority to make changes on your account. You won’t want to share this password with many people. 

Verbal Limited Level Password

When you are giving access to your home or business to someone you may want to assign a limited password used to verify their identity when an alarm is triggered or when speaking to Guardian Protection, but this password has limited authority and cannot authorize changes on your account. 

Master Panel Code 

Numeric code used to arm and disarm your security system at your panel. This code is also used to add, remove, or change codes in your panel.

Duress Code 

Numeric code that will disarm your security system at your panel, but silently notifies Guardian of an emergency. 

Limited Level Code

To give someone temporary access to your home or business, you can assign them a limited level code that can only be used for a specific amount of time. You can add a limited code at your keypad or by calling us at 1.800.PROTECT (1.800.776.8328). 

If your alarm goes off, our monitoring center will often call you and your emergency contacts to make sure you get the help you need. It’s very important that you know when we’re calling, so be sure to program our monitoring center number into your phone right away: 1.800.364.3616. If you have Caller I.D., this number will come up as “GUARDIAN.”

This number will only be used by the monitoring center. For all other customer service questions, please call 1.800.PROTECT (1.800.776.8328). 

 A few more tips to make sure you don’t miss a call from our monitoring team: 

• Write this number on any lists of important numbers you have in your home. 
• Tell your emergency contacts to program this number in their phones. 
• Use this number to notify the monitoring center of a false alarm or to return a call from the monitoring center. 
• Never place this number on your “Spam” or “Block Caller” list. 

If you are using the “Do Not Disturb” feature on your cell phone, be sure to add Guardian’s monitoring center number to the list of callers who can breakthrough. Please note there are different instructions on how to allow exceptions for different  Android  and  iOS devices on Do Not Disturb mode.

In some locations, a guard service may be required by your local jurisdiction (this is not common).

Before responding to an alarm activation, the authority having jurisdiction (AHJ) in your area may require verification from a third party to determine whether there is a legitimate need for an AHJ response. This is also known as “verified response.” 

If a guard service exists in your area and verified response is required, Guardian may call them to investigate an alarm signal. If the guard service determines an actual need for the AHJ, the AHJ will then be notified to respond. If your alarm system is in a verified response area, it’s recommended that professionally trained personnel respond to investigate instead of you, because the situation may be dangerous.

To find out if verified response is required in your area, contact your local police, sheriff, or fire department using their non-emergency telephone number. You can also find your local ordinance online. 

If you accidentally set off your alarm, we understand that a response from the police, fire, or EMS authorities may be unnecessary. If this occurs and our monitoring team is unable to reach you prior to notifying the authorities, simply call 1.800.364.3616 to report an accidental alarm. 

To verify your identity, please have your Verbal Alarm Password ready. Once we have confirmed that everything is OK, we will attempt to cancel the responding authorities. Please note that whether the authorities cancel the response depends on their established cancellation policy. 

Accidents happen, and that’s OK! Our monitoring team will respond to any alarm we receive as a true emergency until informed otherwise. If you accidentally trip your alarm, you may receive a phone call from our monitoring center to make sure you’re safe. If you accidentally trip your alarm, you can:

• Cancel the alarm via the Cancel Alarm button in the app
• Cancel the alarm via your control panel

If you are not able to cancel the alarm during the delay period, you may receive a phone call from our monitoring center to make sure you’re safe.  To help our monitoring team reach you in situations like this, program the monitoring center’s phone number (800.364.3616) into your phone, and the phones of your emergency contacts. Then you’ll know it’s us when we call! When we contact you about an accidental alarm, just let us know everything’s OK. We’ll also request your verbal alarm password for identify verification purposes.

Once your security system is installed and activated, it will be in “orientation” mode for the first 7 days. This gives you some time to get comfortable using your new system without worrying about false alarms and potential fines.

During this time, Guardian will only call your primary phone number when your system sends a burglary, medical, duress, keypad fire, or panic alarm signal. We will only notify emergency responders if you request it.

If you have a monitored smoke or carbon monoxide detector, those alarm signals will always be treated normally. We’ll always alert emergency responders when we receive this type of signal from your system, regardless of where you are in the orientation period.  Already got the hang of it? Unless doing so violates a local municipal ordinance, we’re happy to turn this feature off for you early. Just give us a call at 1.800.PROTECT (1.800.776.8328).

If you disarm your system after your alarm goes off, it’s possible you will still receive a response from our monitoring team.

This is just to make sure you’re safe and no further assistance is needed.  In some instances, you will be required to provide your verbal alarm password to verify your identity over the phone. 

Absolutely! For every eligible referral* who joins as a Guardian customer, we’ll give you $100 statement credit! There’s no limit, and it’s easy to do! Simply complete the online referral form (click here). If you need help, call us at 1.800.PROTECT (1.800.776.8328).  

*See terms and conditions here.

Please use the most current versions of the supported browsers below: 

• Google Chrome 
• Mozilla Firefox 
• Safari 
• Edge 

The following devices are supported: 

• iPhone with iOS version 12.0+ 
• iPad with iOS version 12.0+ 
• iPod Touch with iOS version 12.0+ 
• Apple Watch with watchOS 5.0+ 
• Apple TV with tvOS 11.0 or later 
• Android Phone with OS version 5.0+ 
• Android Tablet with OS version 5.0+ 
• Amazon FireTV with Fire OS 5.0+ 

These browsers are not supported. 

• Internet Explorer 
• Edge Legacy 
• Safari (version 10 and below) 

Oh no! You’ll want to disable automatic logins to this device right away.

If you have another device with the Guardian app installed, you can disable automatic logins for devices already logged into your account using the app. This will ensure the lost device does not automatically log into the app if it is launched. Follow these steps: 

1. Tap on menu in the top left corner of the app, and then tap on Login Information.  

2. Tap on Lost Device. 

3. Select the login device you would like to disable.

4. Tap on Save.

We also recommend resetting your password. To do this: 

1. Tap on the menu icon in the top left.  

2. Tap on Login Information 

3. Tap on Password and follow the prompts to change your password.  

If you suspect someone may have unauthorized access to your email, you can change your email address in the Login Information tab as well. If you update your email, make sure to reset your email password, too. 

If you do not have the Guardian Protection app installed on another device:

1. Log into MyGuardianHome.com to disable automatic logins and log out the lost mobile device. 

2. Click on Settings on the left-hand side.

3. Click on Login Information.  

4. Click on Lost Device.

5. Select the login device you would like to disable.  

6. Click Save.  

We also recommend resetting your password. To do this: 

1. Tap on the menu icon in the top left.

2. Tap on Login Information 

3. Tap on Password and follow the prompts to change your password.  

The standard is to have motions armed only when your system is armed in away mode. This helps reduce unwanted alarms as you roam around your home.

To find an online version of your manual, please log into your Guardian account. Under My System, choose My Panel Manual.