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Create or Update Hostage Passcode
The Hostage Passcode is used in the event of a hostage situation. If the system is in an unarmed state (also during armed states) the Hostage Passcode can be entered to access your settings to silently send a duress signal to the monitoring center. This code also disarms the system which serves to pacify the intruder. Never test your system using this code, as there is no way to cancel the dispatch of emergency services once it has been entered! How to Create/Update Hostage Passcode To create or update your hostage passcode please call customer support at 855.268.3669.…Read More -
Portal - Referrals
Want to be rewarded for sharing something you love? When you share Cove with others, we reward you and the person you refer with a free month of monitoring and an additional $25 off your referral's initial purchase! To Refer a Friend: Log into portal.covesmart.com. On the top left of the screen, select “Referrals.” Choose whether to send an email or SMS, or to copy a link to send to your friend. Review the Status of your Referral: Log into portal.covesmart.com. On the top left of the screen, select “Referrals.” Scroll down to the “Referral status” section and review all of your referrals.…Read More -
Portal - Home Page
Features Available on the Home Page: Track a Package Payment Information Referral Program Providing Feedback Help/Knowledge Base Phone Number Menu Bar Track a Package If you have recently placed an order, you can check the status of that order on the home page. It also provides a link to track the package via UPS. Payment Information Here you can see when your next payment is due, view payment history, or make a payment. For more information on the billing, please refer to the Portal - Billing article. Providing Feedback We love customers who provide us with feedback and opportunities to improve. We have a dedicated section where you can provide those opportunities for growth. Where does this feedback go? This submits feedback to our development team. Note: we will not be able to respond to the feedback you provide. While we use this feedback to improve your experience, we are unable to respond to individual messages. If you need an immediate response, please call us at 855.268.3669. Help/Knowledge Base Content These are direct links to the knowledge base. This provides easy access to documented solutions and features without having to talk to a support representative. Call or Chat If you wish to talk with a support representative, you have the option to call or chat. Menu Bar The menu bar at the top is used to switch between separate tabs on the portal. It’s a quick way to go from checking your billing date to purchasing new equipment or even referring a friend. The options available are: Home (“Cove” icon) - You can see a brief overview of your system, order status of recent orders, monitoring plan, self-help options, and customer support information. Notifications - View your notifications by selecting the bell icon. Billing - Here you can see your payment information, add/remove payment methods, and modify the due date for billing.…Read More -
Portal - My Account
This article explains what is included in the Account Tab on the online portal. Features Available on the Account Page: Account Information System Password Emergency Contacts Notifications User Settings Security Certificate Monitoring Plan Account Information View and update your monitored address, shipping address, phone number, and email address. (Note: your monitored address is where we will dispatch emergency services in the case of an alarm event.) System Password Your verbal password is the safeword you will be asked for to verify your account. Emergency Contacts These are trusted friends or family members that we will contact during an alarm event if we are unable to reach you. User Settings Update the password for your portal account. Also enable or disable multi-factor authentication. See Portal - Multi-Factor Authentication for more information. Update Security Certificate Download or request an updated security certificate. Many home insurance companies will provide a discount for homeowners with security systems. Monitoring Plan View your current monitoring plan and upgrade or downgrade your plan.…Read More -
Portal - Billing Page
This article explains what is included in the Billing Tab on the online portal. Features Available on the Billing Page: Make a Payment/Make an Early Payment View Payment History Change Payment Date How to Make a Payment on the Online Portal This section explains the process of making a payment through the online portal. Please note that your account will either indicate that you are caught up, have a balance due, or have a monitoring credit. You can either pay off your account balance or make an early payment. If you have a balance your account will look similar to the example shown below. To pay your balance, select “Make a Payment.” If you are caught up on payments your account will look similar to the example shown below. If you want to make an early payment, select “Make an Early Payment.” When you are ready, click “Confirm Payment.” This will be pulled from the primary payment method on the account. If you would like to use a different payment method, you will need to go to the “Payment methods” section and change your primary method first. If the payment was successful, an indicator will appear that says the payment was successful. Review Payment History On the Billing Page, select the link labeled “View payment history.” Here you can review your payment history. Payment Date This section will show you when the next billing date is. If you need to adjust your billing date: Click on “Change payment date.” Choose the new date. Please note that if the date you are choosing has already passed for this month, it will offer a proration. If the date hasn't passed within the month, it will advise you that it will bill for this month what the prorated amount will be and what the normal payments will be afterward. Click on “Save New Date” to save the desired date. Payment Methods This section shows the current payment method(s) on file. Including the type, last 4-digits, and expiration date. As well as an option to add a new payment method.…Read More -
Portal - Equipment
This article explains what is included in the Equipment Tab on the online portal. Features Available on the Equipment Page: Equipment Rewards Order More Equipment Review Your Order Equipment Rewards This section will show your current equipment credit and the reward history. (This feature will not be available if you are on the Basic monitoring plan.) Purchasing Additional Equipment Here you can purchase additional equipment. The layout shares the same equipment checkout page as the initial order checkout page. If you would like to order additional equipment and are within the first 60 days of service, you qualify for any equipment discounts that are active on the website at that time. You may also receive a 50% discount on indoor and outdoor cameras regardless of the 60-day period. This exception does not apply to doorbell cameras. How to Purchase Equipment Go to the equipment tab. Click on “Buy Equipment.” If you have Cove Credit, you can use that credit toward the purchase. If you want to use it toward the current purchase, select “Apply my current equipment credit balance of $xx to this order.” (Please note this option will only appear if you are on the Plus plan. If you are on the Basic plan, skip to step 3.) Choose your desired item and select the quantity. Go to the bottom of the page to see your final price for checkout. When you are ready to check out, click “Review Order." On this page, you will: Review the equipment in your order. Confirm that the shipping address is correct or edit it as needed. Choose the credit card you would like to pay with. If you need it on a separate card, click on “Change payment method” and fill out the required information. When all of the information is filled out and you have verified that everything is correct, click on “Complete Order” to submit the order.…Read More -
Portal - Multi-Factor Authentication
This article explains how to enable and disable multi-factor authentication on the online customer portal. How to Enable Multi-Factor Authentication Go to the account tab in the online portal. Under "User settings," select the box that says "Enable Multi-factor authentication." A pop-up with a scannable QR code will appear. You can use any authenticator app to scan this QR code. We recommend Google Authenticator, Microsoft Authenticator, or Authy. Scan the QR code and the app will give you a verification code. Enter this verification code into the form and you will be set up for multi-factor authentication. From now on, when you log into the online portal, you will enter your username and password and then will need to open the app and enter the new code when prompted to do so. How to Disable Multi-Factor Authentication Go to the Account tab in the online portal. Under "User settings," uncheck the multi-factor authentication box. A pop-up window will appear, select “Disable Authentication.” Keep in mind that if you choose to set it up again, your original code will no longer be valid and you will need to set it up again as a new account. FAQs What is an authenticator app for multi-factor authentication? There are many authenticator apps available. A few we recommend are Google Authenticator, Microsoft Authenticator, or Authy. These apps can be found on the App Store or Google Play. What if I am having trouble with my multi-factor authenticator app? We are unable to help troubleshoot the authenticator apps with you as they are all third party apps. However, we are happy to assist you with as much as we can, including disabling multi-factor authentication if you become locked out of your online portal account (see the process below). What if I get locked out of my Portal account because multi-factor isn’t working? At this time, that issue can only be resolved by our internal team.…Read More -
Portal - How to Reset Your Password
This article explains how to reset your Cove online customer portal password in case you forgot or need to reset it. How to Reset the Password to the Cove Online Portal Go to portal.covesmart.com/ Select “Forgot my password.” Enter the email associated with your account. Click on “Reset my Password.” If it was successful, an indicator will say “Password Reset Email Sent.” Pull up your email and locate that email from Cove. Open that email and click the link “Reset My Password.” On the new tab that pulls up, enter your new password and re-enter it in the “Confirm Password” text box. Once you have entered that, select “Change My Password.” Please note it does require a minimum of 8 characters for your password. Special characters are not required but are generally recommended. FAQs What if I never received the email? Check your junk/spam folder to see if the email was sent there. If you still can’t find the email, repeat the process to reset your password again. If the problem persists, call us at 855-268-3669 and we would be happy to assist you.…Read More -
Portal - Creating a New Account
This article explains how to access your Cove online customer portal account. All new Cove customers will be sent an email with a link to set up their Portal account. If you can’t find this email or didn’t receive an email, follow the steps outlined below. Note: The link in the welcome email will expire after 7 days. If it has been more than 7 days since you received the email, please follow the steps to reset your password. How to Sign Up for the Online Customer Portal Visit: http://portal.covesmart.com/sign-in/ Select “Create one” under the “Don’t have an account?” prompt. You will be taken to a screen that will have you enter the email address for your account. Enter your email in the box and select “Create My Password.” You will then be taken to a screen where you will choose a password for the Portal. Enter your desired password and select “Create My Password." A verification email will be sent to verify your account. Open this email and select "Verify Email." After you complete the verification you will be able to log in and access your online portal account. FAQs What if I never received the email? Check your junk/spam folder to see if the email was sent there. If you still can’t find the email, repeat the process to create a new account again. If the problem persists, call us at 855-268-3669 and we would be happy to assist you.…Read More -
Removing a sensor’s adhesive backing from the wall
If you want to move a sensor to a location in a different room of your home, you’ll need to also remove the adhesive backing that came with your sensor. This article contains the instructions you’ll need to remove that adhesive from your wall. Tools Required: Small flathead screwdriver for door/window sensor removal Small Phillips-head screwdriver for Motion sensor removal Hair dryer/Blow dryer Thin and sturdy tool for scraping (such as a butter knife) Step 1 Open and remove the sensor so that only the sensor's casing is left. Below are the instructions for opening each of the sensors. Door/Window Sensor—Locate the larger piece of the sensor. Depending on how the sensor is mounted to the surface, you should see a small slit either on the top or bottom of the sensor. Place your hand over the sensor in order to catch any pieces that may fall. Now, place the small flathead screwdriver (or similar tool) into the slit and turn it sideways, either direction is fine. This should release the outer casing and the electronics inside. BE CAREFUL: Do not lose or drop the electronic piece as this could damage the sensor. There is no need to open the smaller magnet piece of the sensor. Glass Break Sensor—Grasp the glass break sensor and twist it counterclockwise until you can no longer twist it then pull it out. The mounting plate should be left if done correctly. Motion Sensor—On the bottom of the motion sensor, you will see a small rectangular indent, possibly with a small phillips-head screw in it. If so, unscrew the screw, and lightly press the plastic inside of the rectangle while at the same time pulling the sensor outward as that is a clip meant to hold it together. Smoke and Carbon Monoxide Detector—Grasp the smoke and carbon monoxide detector and twist it counterclockwise until you can no longer twist it, then pull it out. The mounting plate should be left if done correctly. Step 2 Use a hair/blow dryer to warm the surface at the edge sensor's casing.…Read More -
Equipment Warranty Information
This article contains information about the 1-year and lifetime warranties available with Cove’s two monitoring plans. Limited Warranty Cove’s limited warranty is available with the Cove Basic monitoring plan. To qualify for this warranty, you must have bought your security system directly from Cove, or from one of our approved distribution partners. This warranty will last one year from the date of purchase. It covers defects in materials and workmanship but does not cover battery defects. Cove is not responsible for damage to other pieces of property resulting from the use of our products. All products returned for warranty service require a Return Authorization Number (RA#). Contact Returns at 1-855-268-3669 for an RA# and other important details. Please note that you must return your equipment to us in order to receive replacement parts. Lifetime Warranty Cove’s lifetime warranty is essentially the same as the limited warranty, except it will last for the duration of your time as a Cove customer. The lifetime warranty is only available for Cove Plus plan customers.…Read More
