Just Ordered, Now What?

From the time you order your system, to when you finally get your system fully installed, we’ll reach out to you with several emails. Some of these emails will contain essential information about your new security system, while others will contain other offers. Here’s a quick list of the emails that you should make sure to keep an eye out for. Order Confirmation: Triggered by ordering After your order is placed, we’ll send you an email with your order details. This email will operate as a receipt and should contain an estimated time frame for your order to ship. The email will also contain your confirmation number and a list of the equipment that you have ordered, the address for delivery, and the safe word to your account. Please review carefully to ensure that your order is correct. Permit Information: Triggered by ordering The next email you will receive will be titled, “New Home Security Permit Information.” This email will contain important information about the monitoring station that would be required for your permit application. Please contact your state or county before installing your new home security system. This email will also contain some preliminary information about your homeowner’s insurance discount. For more information on the alarm permit, please visit this article. Customer Portal Sign-Up: Triggered by ordering The next important email that you will receive is titled, “Portal Signup ##### - Cove.” You will need to use this email to sign up for your new customer portal account. To get started, click on the “Create My Password” button and create your password. From the customer portal, you’ll be able to access your billing information, package tracking information, referral program information, and knowledge base. For more information on the customer portal, please see these articles. Shipping Notification: Triggered by shipping Your shipping notification email will come next. This email is titled, “Cove Order Has Shipped ####.…

Welcome to Cove We are so excited that you have purchased our system and look forward to helping to provide peace of mind to you and your loved ones. You may have several questions regarding what to expect in your customer experience. We hope to answer many of the common questions that we receive from our Cove Family. Cove Plans What are Cove's Equipment Payment Options? What are Cove's Monitoring Plan Options? What is the First Responders/Nurse/Teachers Program? Installation Assistance How to install your Alarm and Panel? How to set up key remotes and panic buttons? HELP, my sensors will not trigger, what do I do? HELP, my sensors will not verify, what do I do? HELP, my panel says "Connection failed", what do I do? Cove App How do I get the Cove App? How do I log in to the Cove App? What are the features of the Cove App? How to use your Cove Panel When to Arm in Stay? When to Arm in Away? Understanding Motion Sensitivity* How to Add sensors? How to Install sensors? How do I test my system? Troubleshooting Cove System I'm experiencing a Loss of Supervision Why is my door/window is reading open when closed? How do I troubleshoot my panel? General Account Questions How do I purchase additional equipment? Can I pay off my equipment? What is my verbal password? Do I need an alarm permit? How do I cancel my service?* Do I get a reward for referring a friend?…

Moving can be stressful. Transferring your security system to a new location shouldn't make it worse. That's why we've made our moving process as quick and painless as possible. Just follow the steps below. In your current home Unplug your panel from the wall Press and hold both the Home and Call buttons down at the same time for 12 seconds Enter your four-digit master code With your panel powered off, you can now begin to remove your sensors from their installation locations. Make sure to place them all in a plastic bag or in the original packaging, so you don't lose anything. In your new home After you've moved, go ahead and put your sensors up where you want them in your new home. Once you have finished placing your sensors, follow these quick steps: Plug in your panel. Wait three minutes, until the red X disappears from the top left of the panel screen, and you can see your cellular service bars, Go to your panel Settings Press "System" Press "Test System" Press the greyed-out "Test" button next to the Complete Sensor Signal test Running a sensor signal test once you have re-installed your sensors ensures that your sensors are communicating with our monitoring station. Once you're set up, head over to portal.covesmart.com to update your address, under My Account. And if you have questions, don't hesitate to give us a call!…

Please note that all orders placed after 2 PM Eastern Standard Time will not be fulfilled until the following business day. Also, our warehouse is closed over the weekend, all orders placed after 2 PM EST on Friday, will not be fulfilled until Monday Your system and other orders will arrive 4 to 6 business days from when you complete your purchase. We typically ship our orders within 2-3 business days and shipping can take 2 to 7 business days. Some packages may come faster or slower due to location, holidays, or other uncontrollable circumstances. All packages are shipped through UPS. Shipping delays are commonly due to unanticipated weather and holidays. For example: If you order on Monday your package will typically arrive on Friday, or the following Monday or Tuesday. If you order on Thursday your package will arrive on Wednesday, or the following Thursday, or Friday.…

How to Cancel We are sad to see you go but understand we didn't meet your expectations. While we do our best to provide high-quality customer service, we understand that a DIY isn't the best fit for everyone. To cancel your services call 855.268.3669. 60 DAY MONEY BACK GUARANTEE If you are wanting to cancel your service within the first 60 days of your purchase, call 855.268.3669 I'm a Value Customer If you are a Value customer canceling outside of your 60-day money-back guarantee, you own your equipment. Canceling is as easy as calling 855.268.3669. I'm an Economy Customer If you selected the economy option when purchasing your system and you are canceling before 36 months of monitoring have been completed, please call 855.268.3669. You will need to pay the equipment balance to cancel your service. The equipment balance can be found in your original order confirmation email. Call 855.268.3669 to Cancel…