Account Center & Billing
Vivint’s new account center gives you access to all of your important account information, billing history, and support related materials, as well as online access to control your Vivint system. Click here to see our overview video of the account center.
How much does a service visit cost?
For the first 120 days after install, just give us a call if any issues come up with your system and we will send out a Smart Home Pro at no cost. After the 120 days, however, there will be a $49 service fee for any service visit. This is to cover the Smart Home Pro's time. If your Vivint equipment needs to be replaced during the service visit, that will be replaced at no extra cost. The service visit also comes with a 60-day guarantee, so if things still aren’t working quite right after your service visit, we’ll send out another Smart Home Pro at no charge when the same issue comes up again.
If you sign up for the Vivint Premium Service Plan for $10 per month, all service visits and related expenses are included!
How long does it take for a requested credit to be applied to my account?
Credits are a high priority, and in order to ensure customer satisfaction, credits are approved and applied to accounts within 24–48 hours. Please note that the timeframe for approving refunds is the same, however, they can take longer in order to be received and reflected in your bank account.
Why is my due date before the billing period ends?
All monthly monitoring fees are invoiced a month in advance.
What is a Prorated Adjustment?
A Prorated Adjustment distributes the amount of money owed proportionately. Proration occurs when a billing cycle date is updated to a new date during the bill cycle period. For example, if the bill cycle date was the 15th of the month and you called Customer Care on the 10th of the month to update your billing date to the 25th of the month, then the charges would be added to the next bill cycle date in order to cover the charges from the 15th through the 24th.
How do I pay my bill?
You can set up automatic billing or make payments through the Vivint account center. You can also view your billing history and current balance and update payment information from your online account. Visit account.vivint.com to manage your billing online.
If you would like to mail a payment in the U.S., please send it to:
62992 Collection Drive
Chicago, IL 60693-0629
To mail a payment in Canada, please send it to:
Vivint Canada, Inc.
c/o Lockbox 914410
PO Box 4090 STN A
Can I change my billing date?
Yes. You can schedule your billing date to be any day between the 1st and the 25th of the month if you are on the automatic payment method. Your billing date reflects the date that your payment will automatically come out of your account.
If you do not have automatic payments enabled, you can set your billing date to the 1st or 15th of the month. In this case, your bill will be due on the billing date.
If you would like to change your billing date, please contact customer care to request the change.
Why did I get charged a false alarm fee?
Some cities will charge a fee for sending a dispatch for a false alarm. If you feel there has been a mistake, you can contact our Customer Care team and they will be happy to discuss it with you.
What are my payment options?
At Vivint, we encourage all of our customers to be on automatic, paperless billing. Not only is this method of billing better for the environment, but it also saves our customers time and effort. Customers can enter a payment method from their online account and opt in for automatic payments. If for any reason a customer needs to opt out of automatic payments, the customer will need to contact our customer care team via chat, email or phone call to verify the change on the account.
Where can I download my Certificate of Installation?
The COI (Certificate of Installation) is conveniently located on the main screen once you log into the account center. You can find the link at the bottom of the page under the Your Account section or from the 'My Home' screen from the Account drop down in the top navigation. You can email this certificate to your home insurance agent for possible discounts.
How can I access my Vivint system?
Click the 'Control My Home' icon from the main account center screen. This will take you directly into the online access site for your specific system. If you have a Vivint system installed at different locations, you will need to select the 'Switch Locations' link on the main account center screen to access the different online controls.
Where can I see my latest bill?
Your current balance is listed on the main screen once you log into the account center. For a full history, click on the 'View Billing' icon or the 'Billing/Payment History' link under the Billing drop down in the top navigation.
Does it cost anything to make a payment over the phone or online?
No. Paying a bill online or over the phone is completely free. You can pay your bill online by logging into the account center.
What is the Energy Management fee that is listed on my monthly invoice?
Your Energy Management Fee is part of your contractual agreement; if you are no longer in contract and interested in downgrading your system, please contact our Customer Loyalty department at 800.216.5232 Ext: 5020.
What is the Home Automation fee that is listed on my monthly invoice?
Your Home Automation Fee is part of your contractual agreement; if you are no longer in contract and interested in downgrading your system, please contact our Customer Loyalty department at 800.216.5232 Ext: 5020.
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