Protect your account

Overview

Use this page to protect access to ConnectAlarm, your panel, and related account features. It helps you reduce risk when you manage sign-in, user access, notifications, installer sessions, and activity review.

Use this page when you need to:

• Enable safer app sign-in.
• Protect panel users and PINs.
• Control notification privacy.
• Approve installer access safely.
• Review recent account and system activity.

Before you begin

• Sign in to ConnectAlarm.
• The selected security panel is available.
• Secure the mobile device with a passcode, PIN, password, or biometric lock.
• Confirm that the device has network connectivity.
• Configure notification permissions in the mobile operating system if you use push notifications.

Biometric sign-in depends on device and operating-system support. User-management access depends on your role.

Security limitations

ConnectAlarm protection depends on both app settings and device security settings. Biometric sign-in does not replace device protection. Push notifications can expose sensitive information on the lock screen, and approving installer access allows remote actions on your system.

Common scenarios

Enable biometric sign-in

1. Configure Face ID or Touch ID in the mobile operating system.
2. Open ConnectAlarm.
3. Go to Application Settings.
4. Turn on Use FaceId/TouchId.
5. Approve the operating-system prompt if it appears.
6. Lock and reopen the app to confirm sign-in behavior.

Review panel users

1. Go to Users.
2. Review each user card.
3. Confirm the user number and name.
4. Open each relevant user to review details such as PIN status, expiration date, email, doorlocks, and proximity tags.
5. Update or remove users who no longer need access.

Add a panel user securely

1. Go to Users.
2. Select Add user.
3. Enter a valid User code.
4. Select SAVE.
5. Open the new user entry and complete details such as name, email, expiration date, doorlocks, or proximity tags.

Protect PINs

Do not reuse compromised PINs. Follow site policy for PIN length, uniqueness, and handling.

Remove a user who no longer needs access

1. Go to Users.
2. Find the user to remove.
3. Confirm the user number and user name.
4. Swipe left on the user card.
5. Select Delete.
6. Confirm the removal.

Verify identity before removal

Confirm the user identity before you remove a user.

Protect notification privacy

1. Open Notifications.
2. Review the Push and Email tabs.
3. Keep important categories enabled, such as alarm and duress events, according to site policy.
4. Open push notification settings in the mobile operating system.
5. Choose a lock-screen option that matches your privacy requirements.

Approve installer access safely

1. Confirm that a remote service session is expected.
2. Confirm the installer request through a trusted channel.
3. Open Installer access.
4. Approve access only for a valid request.
5. Review related events after the session if required.

Unexpected access request

Do not approve unexpected installer access requests.

Review recent account and system activity

1. Open Events.
2. Review recent events.
3. Select Event filters.
4. Select Alarms to focus on alarm-related events.
5. Select User Login/Logout and Installer Access Granted to focus on activity records.
6. Review event source names, timestamps, and media thumbnails when available.

Review automation activity

1. Open Events.
2. Select Event filters.
3. Select Automation Rule Changed and Automation Rule Executed.
4. Review successful and failed entries.

Check geofence permissions

1. Go to Application Settings.
2. Select Geofence subscriptions.
3. Confirm that the geofence area is correct.
4. Confirm location permission for ConnectAlarm in the mobile operating system.
5. Confirm that background location access is allowed if required.
6. Review battery optimization or low-power settings.

Tips

tip

• Enable biometric sign-in on trusted personal devices and keep device lock enabled.
• Review panel users regularly and remove users who no longer need access.
• Use expiration dates for temporary users when the panel supports them.
• Keep alarm and duress notifications enabled unless site policy requires a different setup.
• Hide sensitive notification content on the lock screen when others can view the device.
• Approve installer access only during planned support sessions.
• Review Events after user, automation, or installer-access changes.

Troubleshooting

Users screen is empty or unavailable

Possible causes:

• Your role does not allow user management.
• The selected panel is unavailable.
• The panel is not connected.

What to try:

1. Confirm that you are signed in to the correct account.
2. Open the required panel.
3. Confirm that the app shows CONNECTED.
4. If the Users screen is still unavailable, contact the Master user or your administrator.

Biometric sign-in does not work

Possible causes:

• Biometric unlock is not configured on the device.
• Use FaceId/TouchId is turned off in ConnectAlarm.
• Device or operating-system policy blocks biometric use for the app.

What to try:

1. Confirm that biometric unlock works in the mobile operating system.
2. Go to Application Settings.
3. Confirm that Use FaceId/TouchId is turned on.
4. Lock and reopen the app.
5. If biometric sign-in still fails, use your account credentials and contact your administrator if needed.

Push or email notifications are missing

Possible causes:

• The required notification category is turned off.
• Operating-system notification permissions are disabled.
• The configured email address is incorrect.

What to try:

1. Open Notifications.
2. Review the Push and Email tabs.
3. Confirm that required categories are turned on.
4. Confirm operating-system notification permissions for ConnectAlarm.
5. Verify your email address in account settings.
6. If notifications are still missing, contact your administrator or installer.

You cannot add a new panel user

Possible causes:

• Your role does not allow user creation.
• The entered User code is invalid or already in use.
• All panel user slots are occupied.

What to try:

1. Confirm that your role can add users.
2. Enter a valid, unique User code.
3. Confirm that the app shows CONNECTED.
4. If user capacity is full, remove a user who no longer needs access.
5. If saving still fails, contact your administrator or installer.

Related pages

See also

• Application settings
• Manage panel users
• Push and email notifications
• Granting installer access
• Geofence
• Review events
• View connected cameras