FREQUENTLY ASKED QUESTIONS
How do I arm and disarm my system?
FOR LYNX OR LYRIC SYSTEMS:

To Arm: In security settings, touch Arm Away Mode then enter your four (4) digit code. This arms the entire system.

In security settings, touch Arm Stay Mode then enter your four (4) digit code. This arms only the perimeter of the residence or building.

To Disarm: In security settings, touch Disarm system and enter four (4) digit code.

To Reset After An Alarm: Disarm the system then enter your four (4) digit code twice.

Signal Explanation PDF>

FOR KEYPAD SYSTEMS:

To Arm: Enter your four (4) digit code and press the number 2, 3, or 7:

  • #2 If you are leaving the House (Everything is on)
  • #3 If you are staying in the House (No Motion Detectors)
  • #7 If you are staying in the House (No Motion Detectors or Delay on Doors)

To Turn Off Your System: Enter your four (4) digit code then press the number 1.

To Reset Your System After An Alarm: Enter your four (4) digit code then press the number 1. THIS MUST BE DONE TWICE.

To Bypass A Zone: Enter your four (4) digit code then press 6, then enter the two digit zone number.

To Find Faulted Zone: Press the * button. The Faulted Zone will be displayed.

To Turn On The Chime Mode: Enter your four (4) digit code then the number 9.

To Turn Off The Chime Mode: Enter your four (4) digit code then the number 9.

Signal Explanation PDF>

Billing
How can I pay my bill?

We offer three bill-pay options:

You can pay your bill online here. If you are new to online bill pay, when prompted for sign in details, click “Setup New Account.” Refer to your invoice for your Customer Number and fill in all other fields with the appropriate information. Click “Create Account.” If you have trouble with the form or cannot locate your account number, please contact us for assistance.

Call us to make a payment over the phone. You’ll need a credit card or a checking account number.

Mail in a check with your invoice, or enter your credit card information on the back of the remittance ticket on your invoice.

Account
I need to change information on my account. How can I do so?

If you need to change any account-related information, including your alarm passcode, passwords, and emergency call lists, you must do so in writing/email. Send your changes to service@worldwidesecurity.nyc.

Why do I need to submit any changes to my account in writing?

We need all account changes in writing for legal reasons.

How can I cancel my account?

We are sorry to hear you’d like to cancel. Please call us to proceed.

How can I cancel my PERS service and return my PERS device?

All you need to do to cancel your service is send the device and charger back to 990 Stewart Avenue Suite 520, Garden City, NY 11530.

I need a certificate of insurance for my homeowner’s insurance. Can you provide one?

Yes. Please send your name, address, homeowner’s insurance company name, and insurance company email or fax to billing@worldwidesecurity.nyc. Your request will be responded to in 24–48 hours.

What discounts or promotions are available to me?

Please call us to see if we have any current promotions available.

System-Related Questions
How do I change my alarm panel battery?

Locate your alarm panel box. If the box door is locked, there should be a key on top. Open the door to the alarm box and locate the battery on the bottom of the panel. The battery will most likely be black or grey. There are two leads going to the battery (black and red). Remove the leads from the battery terminal. Then remove the old battery and replace with the new battery. Reconnect the leads, making sure the black lead is connected to the black terminal of battery, and the red lead connects to the red terminal of the battery.

After you change the battery, your keypad may still read “low battery.” If it does, power cycle your alarm panel by removing the transformer from the outlet and removing one leg of the battery lead (red or black). Then, plug the transformer back into the outlet and reconnect the lead to the battery.

How do I change the wireless transmitter battery?

This will depend on the transmitter that you have.

If your transmitter is small, white, and square:

Around the edge you will see little notches. Insert a flat head screwdriver into one of the notches and twist. The cover will come off and the keypad may beep. The battery will be a flat, round watch-type battery, and it will usually be + side up. Replace the battery with the new battery and close the top, making sure that the top and the base form a triangle on one side, and that triangle is what goes up against the magnet. Enter your code and off two times on the keypad.

If your transmitter is larger:

On the cover, there should be a notch (on the older models) or a push pin (on the newer models). If you see a notch, use a flat head screwdriver to remove the cover. If you see a push pin, push it in to pull the cover up. Replace the battery (CR123) and reconnect the cover. Enter your code and off two times on the keypad.

Smoke and carbon monoxide detectors are on a base. Turn them counter-clockwise and gently pull down. Replace the batteries (most likely CR123 batteries) and reconnect.

What kind of battery is in the wireless transmitter?

The best way to determine the kind of battery your transmitter uses is to remove the battery itself. The battery will have a number on it (the most common batteries are the 2032, 2430 and the CR123).

Where can I get batteries for my alarm system panel and/or transmitters?

We always recommend getting the batteries from Briscoe Protective. We can set up a service call or, if you are local, you can pick up the batteries from our offices. Refer to your contract to check whether your contract covers batteries and battery installation/labor. If it does not, batteries range in price from $8.80 – $44.00 per battery.

If you’d prefer, you might also be able to find the batteries at stores like Home Depot and Lowes.

How do I connect to Total Connect on my new phone?

Download the current Total Connect app on your new phone. If you had the app downloaded on your previous phone, the user name and password should remain the same.

What does it mean if I see a P on my keypad?

The letter P on your keypad means someone tried to arm the system when a zone was open.

What does it mean if I see 3 lights and a 1 on my keypad?

3 lights blinking with the number one means there is an issue with the power supply. Check to make sure the transformer providing power to the system is plugged into a working outlet.

What does it mean if I see 3 lights and a 2 on my keypad?

3 lights blinking with the number two means there is a low battery. The battery in your alarm panel needs to be replaced.

What does it mean if I see 3 lights and a 3 on my keypad?

3 lights blinking with the number three is communication failure. The system tried to send out a signal to central station, but was unable to do so.

How do I reset my alarm system after an alarm activation?

The way to reset your alarm system after an alarm activation varies based on the type of system you have.

If you have a Magnum Alert, Napco, or Gemini system, hold down the #9 until it beeps.

If you have a First Alert system, enter your 4-digit code and 1. To reset it after a fire alarm, enter the 4-digit code and the number (1) 3 times in a row.

How do I clear a communication failure on my keypad after a power failure?

For some systems, putting your account on test and trying to send in a signal will do. For others, you may have to power your system down, then power it up again.

How do I change my code for my keypad?

Please call us and we can walk you through the process.

How do I connect to my cameras on my phone?

Please call us and we can walk you through the process.

How do I review events on my DVR?

Please call us and we can walk you through the process.

What does it mean if my panel reads “comm failure”?

Comm failure on your keypad means that your system isn’t able to communicate with us through your phone line (if you have a digital account) or through your internet/cellular service (if you have a radio account). Troubleshoot by contacting your phone or internet provider. If the problem persists afterwards, please call us.

What does it mean if my panel reads “TNR” or “Test Timer Not Received”?

TNR or Test Timer Not Received means your system was unable to send out its daily/weekly/monthly test to let us know your system is active. This test would be sent through your phone line (if you have a digital account) or through your internet/cellular service (if you have a radio account). Troubleshoot by contacting your phone or internet provider. If the problem persists afterwards, please contact us.

What does it mean if my panel reads “loss of supervision”?

A device is unable to connect to the system. Devices typically check in several times a day to let the system itself know that they’re ok. If a device is disconnected, the battery starts to die or the device itself starts to go bad, this is a possible signal that it will send.

What does it mean if my panel reads “EMF low battery”?

EMF low battery means your system’s battery (the backup battery on your system that is used if your power goes out) is low. This could mean that the power in your house is out and your backup battery is running low, OR that the backup battery is losing its charge and should be replaced.

How do I sync users and systems in Total Connect?

Syncing users/systems in Total Connect varies between devices.

On an iPhone, tap the 3 lines on the bottom of the screen > settings > my location > scroll down until you see Sync User/Panel. Always sync users first, followed by panel.

On an iPad, find My Locations, then sync Users/Panel.

On an Android, find My Locations, then sync Users/Panel after scrolling down.

How do I add/delete codes on my panel?

Please call us and we can walk you through the process.

Why do I need to put things on test with the monitoring station? And how do I do it?

It is best practice, when doing anything other than arming/disarming your system or bypassing a zone, to put it on test to avoid any system issues or false alarms. To do so, call the monitoring center at 800.434.4000, option 1. Tell them you are currently trying to change something on your system and want to put it on test. They will ask for your passcode (either your 4-digit code or a password) and ask how long you will need to put it on test for. Please be aware we can only put systems on test for 2 months at a time.

What are communications paths and which one do I have?

Communication paths determine how the system sends us signals. If your system is set up on a hardwired landline at your home, you have a digital communication path. If your system is set up via your cellular or internet service, you have a radio communication path.

How do low temperature sensors work?

Low temperature sensors send a notification when the temperature drops below 45 (default setting). If the default temperature is changed, a false alarm could be triggered.

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