Customer Portal and Account Questions

This article explains the process of signing up for the online portal. How to sign up for the Onine Customer Portal Visit: http://portal.covesmart.com/sign-up On the prompts, enter the email that is connected to your cove account. If you need help locating this, it was provided to you through your original confirmation email. You can also call us at 855-268-3669 or chat in and we will help you recover this. Once you have filled out the information, click “Email My link”. If it successfully sent, you will have an indicator below to say an email has been sent to the email. Click the little check mark to indicate you have seen that notice. Pull up your email and look for that email from Cove. Scroll down to the bottom of the email and click “Create My Password” Once you click that link, a new tab will appear with the option to create a new password. Please note this password requirement is at least 8 characters long. Special characters are not required but generally recommended. Once you have entered and confirmed your password, click “Change Password” From there the account will load. You can verify if that password is changed by clicking the House icon at the top right and then click “Sign out” and then attempt log back in. FAQ's What if I never received the email? Make sure you received the notice that an email was sent to that email address. If it did not indicate, please try again under the create a new account. If it did, please check your junk/spam folder to make sure it has been received. If they confirmed they did get the little indicator to know it is being sent, try to reset the password. It says the link is invalid when I try to change the password. If they have changed the password more than once with the same email it will report the link is invalid. Try the reset password route. If it persists please call us at 855-268-3669 and we would be able to assist you.…

This article explains what is included in the Equipment Tab on the online Portal. What’s included: Equipment Rewards Purchasing Equipment Equipment Rewards This section will let you know how much reward they have accumulated including 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 is active on the website at that time. You may also receive a 50% discount on indoor and outdoor cameras regardless of the 60 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 towards the purchase. If you want to use it towards the current purchase, select “Apply To Your total”. If you want to keep accumulating for a larger purchase down the road, select “Save For another time”. (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 check out. When you are ready to check out click “Continue to Checkout” It will bring up a new page for you to submit the order. If you want to review what is in the order, click “Review order.” If you find that it is not what you requested or would like to make a change click “Back to Equipment”. Confirm that the shipping address is correct to send the equipment. If you need it changed click “Use a Different Address” and then if that needs to be updated as the new shipping address, check the “Set as new shipping address." Finally you can choose the card to charge the order on.…

This article is dedicated to the Documents Tab and what documents you are able to download. At this current moment, it is only offering to download the user manual but we are finalizing adding in some additional documents like the Certificate of Installation. Documents Here you will be able to download an electronic copy of the User manual. It is downloaded as a .pdf so you will need a .pdf reader in order to view the document. To download the user manual: Click on the word "here" that is in blue text. It will automatically download the document. FAQ's What if it won't download? Make sure you have a secured network connection and try signing out and back in and try again to the portal. If it still isn’t working, try clearing your cache and cookies for your browser. If it still won’t download, simply let us know and we would be happy to send it to you.…

This article explains the process of making a payment through the online portal. Please note this is only for making a past due payment. If you want to pay in advance, please call us at 855-268-3669 and we can help you. How to make a Payment on the online portal When you first log into the online portal and your account is past due, the home page will notify you of the past due. To make that payment, click on "Make a Payment" and it will bring you to the billing tab. Once in the billing Click on "Make a Payment" to start the payment process. You can choose either to pay the current balance due or make a partial payment. If you want to pay the full amount, select "Pay Balance of $XX.XX" If you want to do a partial payment. Select "Make a Payment" and enter your desired amount. Please be aware to put a decimal after the dollar amount before you put in cents, otherwise, it will attempt to pull it exactly as listed. When you are done, click "Complete Payment" A confirmation will appear to ask if you are sure to make a payment. If you agree, click "Yes". If the payment was successful an indicator will appear that the payment was successful and your updated billing information should immediately reflect on this page. FAQ's What if I need to update the card? If you are needing assistance updating the card, please follow the directions here. What if it didn't show the payment going through successfully? If you did not receive the indicator that payment didn't pull, please stop and check your bank statement for any pending charges. Do not attempt to run it again until you have checked that. If the issue persists, please contact us.…

This article explains what you can do in the billing tab of the online portal. What you can do on this Page There are different settings you can adjust on this page. We will go through each category and what you can do. Due Date This section will show you how much is to be billed per month and which date it will pull on. In addition, it will show when is the next billing date. If you need to adjust your billing date: Click on "Change" Choose the new date. Please note If the date you are choosing has already passed for this month, it will offer 2 options for proration. If the date hasn't happened this month 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 "Set New Date" to save the desired date. Payment Methods This section shows the current card on file including The name of the cardholder, Card brand and Last 4 of the card, Expiration of the Card as well as an option to "See the billing address". In addition to adding a new card. If you need to add a card: Click on "Add Additional Card" Fill out the required information including the name on the card, full card number, expiration date, and CVV code. If the billing address for that card is different than the monitoring address, click on the box "Billing address is different than monitored address" Fill out the required billing address (if applicable) Once the information is filled out. Click "Save Card" to save that card on file. Once saved, an indicator will pop up to indicate the card has been saved. If you need to make this card the primary card on file, click on "Make Primary". Balance Due This section will show you your current balance due as well as how much it is per month and if the account is current or delinquent. You can make a payment and see the payment history. To make a payment: Click on "Make A Payment" You can choose either to pay the current balance due or make a partial payment.…

This article explains the process of resetting your Portal's online 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/ Click on "Forgot Password" Enter the email associated with that account. Click on "Reset my Password". If it was successful an indicator will say "Recovery Email has been Sent." Pull up your email and locate that email from the Cove. In the email click "Reset 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 generally recommended. After it has been changed, you can test it by signing out by clicking the House Icon at the top right of the page and selecting "Sign out", and then sign back in again. FAQ's What if I never received the email? Make sure you received the notice that an email was sent to that email address. If it did not indicate, please repeat Step 2 again. If it did, please check your junk/spam folder to make sure it has been received. It says the link is invalid when I try to change the password. If you have changed the password more than once with the same email it will report the link is invalid. Try the reset password route. If it persists please call us at 855-268-3669 and we would be able to assist you.…

This article explains what you can update your account information in the "My Account" tab of the Online portal. My Account Account number: This shows your account number. Name on Account: This is the name on the Account or rather the name of the person whose ID it is associated with. Monitored Address: The address where the system is located. Phone number: The primary phone number on the account. Email: The primary email on the account. Verbal Passcode: The verbal passcode on the account. Shipping Address: The address to ship additional products. Emergency Contact: The emergency contacts to contact after the primary account holder during an alarm event. Medical Info (In Development): Additional information our Monitoring agents can provide to the dispatching authorities. Portal Password: The current password to log into the portal.covesmart.com site. Monitoring Plan: What Monitoring plan you are currently using.…

This article is built to explain the Home button/Icon, but not to be confused with the Home/Main Page. It’s the icon at the top right of the page. House/Menu Icon features Account Number- This is Your Cove Account Number. Switch Account - If you have multiple accounts/locations, you can switch between accounts. This is only applicable if you have more than one account. Link another account - If Have multiple accounts, you can link between the two so only one login is required. Sign out- This Allows you to sign out of the portal. Strongly suggested doing this if you are on a public device like a library computer.…

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 this page. It also provides a link to track the package via Fedex. Payment Information Here you can see the payment history or a brief overview of payments made on the account. You can also see when the last payment date was as well as the next billing amount and what is due as well as make a payment if you are past due. This is just an overview of the billing on the account and is not the entire billing history/information. For more information on the billing, please refer to the “Billing” tab. If you need help on how to make a payment. Please refer to the Portal- Make a payment Article. What if you don't see this information? Make sure you are clicking on “View Payment History”. Make sure you have an active account. Referral Program Share your referral link on the home page of your Cove Portal with a friend, coworker, or family member. For more information, please visit: Love Cove? Refer A Friend - Get A Free Month 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? "While we use this feedback to improve your experience, we are unable to respond to individual messages. If you need an immediate response, please contact us at 855.268.3669" This submits feedback to our Developing team. We will not be able to respond to the feedback you provided. Help/Knowledge Base Content These are direct links to the knowledge base. This will make easier access for you to find solutions to their own problems before picking up the phone to call us. Our Phone Number It’s our phone number.…

Auto-Draft Monthly Billing Upon purchasing your Cove system, you were enrolled in auto-draft billing. This means that we will automatically charge your card on file for your monthly monitoring cost each month. If you are looking for your monthly monitoring cost, you can find this in your original order confirmation, which was emailed after your purchase. Updating Billing Information To update your billing information, we recommend visiting your customer portal and adding a new card. For more instructions on how to do this, please see this article. You may also choose to update your information over the phone by calling our Billing Department at 855.268.3669.…

Want to be rewarded for sharing something you love? When you share Cove with your friends and family, we'll reward you with a free month of monitoring and $25 off your referral's initial purchase! To refer a friend, follow this process: 1. Log into portal.covesmart.com. 2. On your customer portal homepage, you'll see your referral link. 3. Choose whether to send an email or copy a link to send to your friend. 4. Once their system has shipped, you will receive a free month of monitoring auto-applied to your Cove account.…

When are monthly monitoring rates increasing? These changes will go into effect on your April billing statement. How much are monitoring rates increasing? Monitoring Plan Current Rate New Rate, April 2022 Cove Basic $14.99/month $17.99/month Cove Basic (Economy Payment Program) $24.99/month $27.99/month New Cove Plus $24.99/month $27.99/month New Cove Plus (Economy Payment Program) $34.99/month $37.99/month Current Cove Plus $24.99/month -No change- Current Cove Plus (Economy Payment Program) $34.99/month -No change- I’m already on the Cove Plus plan. Will my rates be increasing? No. When you signed up for the Plus plan, you received our Lifetime Monitoring Rate Lock Guarantee. When prices are raised, you are guaranteed to keep the same monthly monitoring rate. I’m currently on the Cove Basic plan and am paying $14.99/month. Will my rates be increasing? Yes. Starting in April, your monthly rate will increase to $17.99/month. If you would like to upgrade to the Plus plan to qualify for the Lifetime Monitoring Rate Lock Guarantee, we recommend doing so before the end of March 2022 to lock in your monitoring rate at $24.99/month. **Please note, if you are on our Economy (Pay Later) billing program and did not purchase your equipment when you initially signed up for Cove, your monitoring rate will increase from $24.99/month to $27.99/month, unless you switch to the Cove Plus monitoring plan. Can I switch plans? Yes. Cove Basic customers can switch plans at any time. However, in order to qualify for the $24.99/month monitoring rate, you will need to upgrade before the end of March 2022. How can I switch plans? If you’d like to switch plans, you can do so from your customer portal, under “My Account.” Click on this link now to upgrade. If you’d like help upgrading, please call us at 855.268.3669. Why are monthly monitoring rates increasing? Inflation is on the rise. This means that labor and supply costs are both rising industry-wide.…

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.…