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Account FAQs

FAQ

  • Where can I manage my account information?

    Vivint provides a comprehensive online account center that gives you access to all of your important account information, billing history, and account documents, as well as online access to control your Vivint system. Click here to log in.

    To learn more about Vivint's online account center, click here.

  • How can I obtain a certificate for my home insurance?

    Many insurance companies will give you a discount just for having a security and home automation system installed. However, they often require a certificate proving the installation has taken place. To obtain this certificate, simply download the certificate from your online account center. Once you log in, go to the 'Resources' tab and click on 'Insurance Certificate' in the top right corner. You can download the certificate there and email it to your insurance agent or print the certificate.

  • Can I obtain the certificate before my installation date?

    No. Installation must take place before we issue a certificate.

  • Do I need an alarm permit for my Vivint system?

    It depends. The easiest way to know if you need an alarm permit or not is to search your local government’s website. If your city does require a permit, almost all cities make these forms available online. However, as a courtesy, you can call customer support and we will mail your form to you, if you need one. If you get the form through us, the process will take between 7 and 10 working days.

  • How much does a permit cost?

    The price of a permit varies depending on your municipality. Visit your local government website for more information.

  • When I get notified that my alarm has been triggered, how do I find out if it was an actual emergency or a false alarm?

    You will need to contact your local police department. However, in most cases, if the alarm that is triggered signifies an actual emergency, the authorities will notify the Central Monitoring Station that will then contact you.

  • Are your call centers accredited?

    Yes. Our call center is CSAA Certified as a Five Diamond Central Station. It has also been identified by the International Customer Management Institute (ICMI) as one of the top 50 call centers in all of North America. As a company, we received the J.D. Power and Associates award for "An Outstanding Customer Service Experience" two years running--in 2008 and 2009. Vivint is also part of the Security Industry Alarm Coalition and the Electronic Life Safety, Security & Systems Professionals organization.

  • Why do you use a door-to-door approach?

    We have chosen to market our products using the door-to-door method because it allows us to use a personal approach. When our sales reps come to your door, they can talk to you and customize a system that meets your exact needs.

  • How do I verify the sales rep who visited my home actually works for your company?

    Verifying that the Vivint sales rep visiting your home is legitimate is easy. Simply follow this link and enter the rep's badge ID. If you feel someone is misrepresenting Vivint, please call us and we will help you get verification.

  • How do I get a permit?

    You are responsible for obtaining a permit. The easiest way to get one is to search your local government website. Almost all cities make these forms available online. However, as a courtesy, you can call Customer Care and we will mail your form to you. This process will take between 7 and 10 business days.

  • Why do I need to fill out a permit application?

    Depending on where you live, you may be required to register your alarm with your local authorities or obtain a permit so that emergency personnel can be dispatched to your home.

  • Do I need to be at home for my installation?

    Yes. Our technicians walk through your home to find the best way to set up your system. This means an adult member of the family must be present.

  • What happens when I move?

    At Vivint, we are dedicated to excellence in customer service. That's why we make moving as simple as possible. You can review our move policy here.

  • What is your cancellation policy?

    You can review our cancellation policy here.

  • Can I transfer my account?

    Yes, you can transfer your account. If the person taking over your account wants to sign a new, 42-month agreement, the transfer is free. Otherwise, they can take over the remainder of your agreement and pay a $100 transfer fee. For more information about account transfers, click here.

  • If my original cancellation date has passed and I'm unable to fulfill my agreement, what are my options?

    We're sorry to hear you're considering canceling. However, we understand that life happens and circumstances change. You can review our cancellation policy here.

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