Welcome

Frequently Asked Questions

Click below to find answers to the following questions.

• • Will my security services change?
  • What will change with the conversion of my Vortex Security Services to Guardian Protection?
  • How can I contact you?
  • How will I receive important updates about my Guardian account?
  • I currently receive a Vortex Security statement. How will my billing change?
  • Understanding Your Billing Statement 
  • I mailed my last payment to the Vortex Security office. Will this payment be sent to Guardian?
  • Can I set up (automatic payments (AutoPay)?

Will my security services change?

Rest assured that all of your security services will continue without interruption.  Your home or business is now being monitored by Guardian’s U.L.-certified Five Diamond-accredited 24-hour monitoring center and all needs for system care and on-site services will be fulfilled by Guardian.  If you need assistance, feel free to call us at 1.800.PROTECT (1.800.776.8328)

What will change with the conversion of my Vortex Security services to Guardian Protection?

You will have access to an online account with Guardian Protection, providing you with a convenient way to update your emergency contacts, manage your billing, test your alarm system, chat with a live agent, and much more.   Now’s a great time to set up your online Guardian account.

Need more info? View the 90-second video below or learn more about your Guardian account here. If you get stuck, just give us a call at 1.800.PROTECT (1.800.776.8328). We’re happy to help!

Your current mobile app will continue to work but for the best experience, we strongly recommend that you download the Guardian Protection mobile app.  It’s also powered by Alarm.com but offers more features such as “My Account” – a fast way to link to your online Guardian account.

• Download the app from either the Apple App Store or Google Play Store by following the links below.

Apple IOS App Store      Google Play Store

• Be sure to use the same Username and Password that you used with your Alarm.com app.  Once logged in, you will be prompted to set up the Guardian app for initial use.
• For the best app experience, we recommend enabling “Push Notifications”, “Critical Alerts” and “Location Services”.
• Click here for a step-by-step guide on the initial login setup.

Get convenient Single Sign-On: after logging into the Guardian app, click on “My Account” and sign-in using the same email and password you use for your online Guardian account.

How can I contact you?

It’s easy!  As a Vortex customer, you will find many options to reach Guardian.

Many of your questions can be answered quickly by visiting our customer support page. Find  FAQs, helpful videos, and so much more! Learn about your system, find how-to tips and tricks, resolve issues, and find the answers you need — fast!

View the 90-second video below for the many ways you can connect with Guardian or visit the Contact Us page.  We are here for you!

Live Chat Support

8 a.m. to 5 p.m. EST Monday through Friday.

Log in to your online Guardian account to speak with a live chat agent. To get to your online Guardian account more easily, use the single sign-on feature “My Account” in your Guardian mobile app. Here’s how to download the Guardian mobile app, or you can visit GuardianProtection.com and click on the Chat icon in the bottom right corner.

Live Support by Phone

Call 1.800.PROTECT (1.800.776.8328) for all of your needs. (Save this number in your phone under the name “Guardian Customer Care”). Click here to view hours.

Our specialists can assist you with all types of questions – billing, adding on to your system, troubleshooting, technical care, updating emergency contacts, testing your system, moving, and upgrading.

Alarm Monitoring Center – save this number in your phone!

Because our protection specialists communicate with police, fire, and EMS authorities on your behalf, it’s very important that you know when we’re calling. 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 display as “GUARDIAN.”

Read more >

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

You can call our alarm monitoring center at 1.800.364.3616 seven days a week, 24 hours a day.

Read more >

How will I receive important updates about my Guardian account?

Guardian will email you communications regarding billing, service appointments, and critical updates.  You can also opt to receive these communications through SMS text. Choose the way that’s best for you by visiting  your online Guardian account at https://customercare.guardianprotection.com/Account/CommunicationPreferences.

I currently receive a Vortex Security statement. How will my billing change?

Your next regularly scheduled bill will be sent to you by Guardian Protection.  Based on the billing frequency and statement date that you had with Vortex, you could receive your first Guardian bill as early as January 1, 2025.

Customers can view their statement online at any time by logging into your online Guardian account. Here you can also view additional information about your statement. Click “Billing”, and then click “Statements”. Your statements will begin to be archived in your online Guardian account as early as January  2025.  Previous Vortex statements will not appear.

If you are already enrolled in a Vortex automatic payment plan:

You don’t need to do anything. You will be automatically enrolled in Guardian’s AutoPay service and continue to enjoy the convenience of automatic payments.

You will receive notice that the debit has occurred on your next withdrawal date and can review payment history in your online Guardian account.  A paper statement will not be mailed. If you would like to change your withdrawal date we will be happy to work with you. Simply call us at 1.800.PROTECT (1.800.776.8328).

If you currently receive a paper bill via the U.S. Postal Service:

You will see the Guardian logo and your new customer number on the billing statement.

Your new billing statement will indicate both when your payment is due and the service period dates for which you are being billed.  Service descriptions may differ slightly; this has no effect on the actual services you receive.

While the payment is due on the due date, for your convenience, we will accept a payment up to 15 days after without an additional fee.

There is a new address where you should remit your check: Guardian Protection | P.O. Box 37751 | Philadelphia, PA | 19101-5501. You will also find this address in the bottom right corner of your statement.

Save a check and postage! Consider using your online Guardian account to pay your bill or, for more convenience, sign up for AutoPay which includes an emailed summary of your account charges and payments. Simply scan the QR code on your billing statement to get started!

Understanding Your Billing Statement

Whether you are enrolled in an automatic payment plan or receive a paper bill via the postal service, we recommend you check out our quick guide to understand your new statement here or watch this video.

I mailed my last payment to the Vortex Security office. Will this payment be sent to Guardian?

If you mailed a previous payment to Vortex Security, rest assured, it will be forwarded to Guardian’s office. Please note, there may be a slightly longer processing time for this payment.

Can I set up automatic payments (AutoPay)?

You bet! We offer automatic recurring payments (AutoPay) to help you save time and money each month. You can enroll in AutoPay or manage your automatic payments by logging into your online Guardian account.

To learn how to set up AutoPay, read step-by-step instructions here or watch this quick video!

Get customer support