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My Security Company

Your cameras and alarm at home are only half of it. The other half is the company watching them — the control room that sees an alarm, phones you, and sends someone out.

This screen shows who that is, and what you have agreed to let them see.

Opening it​

  1. Open the More tab.
  2. Under Help & service, tap My security company.

You will see Connected company at the top — the company monitoring your site today — and Available companies below it, which is who else you could ask to monitor you.

Waiting to be approved​

Asking a company to monitor your site is a request, not a switch. Until they accept it, the entry reads Pending request, with a note asking you to wait for the control room to approve or cancel it.

Nothing is watching your site while a request is pending. If it stays that way, phone the company — approving you is something a person there has to do.

What the connection lets them see​

Tap the connected company to open its connection. It shows whether the link is an Approved connection or still Pending approval, and then an Options section with three things:

OptionWhat it means
Monitoring typeWhat you are signed up for with this company. It reads Not set until they have configured it on their side — that is theirs to fill in, not yours.
Guard toursLets this control room receive scheduled snapshots from your cameras, so an operator can look in on the property at regular intervals. See Guard Tours.
Community chimesLets this control room see chime activity from your cameras — the neighbourhood-watch feed. See Community Chimes.

Both switches are yours. Turning one off does not affect alarms or response: an alarm always reaches your control room. It only stops the extra pictures — the routine check-ins and the neighbourhood feed — from being shared.

You do not set this connection up

Your installer links your hub to your security company when the system goes in. There is nothing here to configure to make monitoring work; this screen is for seeing who is connected and controlling what they receive.

If something looks wrong​

The company is not the one you signed with. Phone them. Changing who monitors a site is a control-room action, not something you can switch here.

It says Pending approval and has for a while. The request reached them but nobody has accepted it. Phone them.

Everything says the right thing but nothing is happening. The connection is not the problem — check the hub. A hub that is offline cannot send anything to anyone, no matter how the connection is set up. See Connection Issues and Device Status.