Frequently Asked Questions
How does my WH Security SYSTEM WORK?
When an emergency is detected, an armed security system will sound an audible alarm and send an alarm signal over a phone line, IP communicator or a cellular tower to WH Security's monitoring center, alerting personnel to a possible emergency. An illustration of the alarm process can be seen here. The security monitoring center then verifies the alarm and will dispatch proper authorities, depending on the emergency service needed.
How do I ARM/DISARM my security alarm system?
Each security system is different, so we recommend you consult your user's manual. If your user's manual is missing, please check here. However, most security systems require a code to be entered and then an arm or disarm button is pressed. By selecting the arm feature, your security system will be waiting to detect any abnormal intrusion into your home. If you have sensors such as smoke, carbon monoxide or water sensors, they are always in the proper mode to detect for the presence of smoke, gases or water.
How do I CHANGE MY alarm KEYPAD'S CODE?
What is an ACCOUNT PASSWORD?
Every customer sets up a password when they purchase a security system and monitoring services from WH Security. The account password is for you and your emergency contacts to have on hand at all times. Should our monitoring center receive an alarm signal, they will contact you or one of your dedicated emergency contacts whom will be required to give this password in order to cancel alarms. This prevents unauthorized persons from canceling the emergency alarms coming from your property.
How do I CHANGE MY ACCOUNT PASSWORD or MAKE UPDATES to my account?
Please contact our monitoring center anytime at 763-477-4275 or 1-800-858-7811 to change your account password.
How do I CANCEL AN ALARM?
Please contact our monitoring center at 763-477-4275 or 1-800-858-7811 to cancel an alarm. Monitoring center personnel will ask for your account password when you call. This prevents unauthorized persons from canceling the emergency alarms coming from your property.
How do I TEST MY SENSORS?
WH Security recommends testing your security system monthly to ensure it is functioning properly and that all alarm signals are received by our monitoring center. To test your system, call WH Security's monitoring center at 763-477-4275 and let them know you will be testing your security system. If you have multiple sensors throughout your home, we recommend testing one room per month.
How do I request service or TECHNICAL SUPPORT for my security alarm system?
For support and service during business hours, please call 763-477-3000 or 1-800-943-2667. If you have an after hours emergency, please call 763-477-4275 or 1-800-858-7811.
What happens if I ACCIDENTLY SET-OFF MY ALARM?
Enter your keypad code to disarm the system and stop any audible alarms. Wait by your phone and let the security dispatcher know that it was your error and everything is okay. They will ask you for your account password to ensure you are not an intruder.
How can I PREVENT FALSE ALARMS from occurring?
False alarms not only affect you, but they put unnecessary demand on emergency services departments in your community. False alarms are caused by faulty equipment and user errors. There are a few steps you can take to minimize false alarms sent to our monitoring center:
- Your entire family should be familiar with the operation of your alarm system.
- Your account password and keypad code should be stored in a safe place that is accessible by all family members.
- Talk with WH Security if you add pets to the home. Sensors may need to be adapted so your new pets are not mistakenly detected.
- House guests should have your account password if they have full access to your home.
I'm going out of town and would like to designate a TEMPORARY CONTACT PERSON. How do I do this?
You can add a temporary contact person to your account anytime. Please call our monitoring center anytime at 763-477-4275 or 1-800-858-7811 and provide them with the necessary information.
I am moving and would like to MOVE SERVICE to my new home. How do I do this?
There are two options you can choose from. The first option is to contact our technical support department at 763-477-3000 to schedule a removal of your security system for installation into your new home. The second option is to purchase a new security system for your new home and leave the old system in your previous home.
How do I CHANGE BATTERIES IN my wireless SENSORS?
All wireless sensors have a tamper tab located inside the cover that prevents the cover from being tampered with easily. In order to change a battery in a sensor you first need to disarm your alarm system. Second, let the monitoring center know that you need your system to be placed in â€œtestâ€ mode by calling 763-477-4275 or 1-800-858-7811. Lastly, gently remove the cover from your sensor. If you have trouble removing the cover, please contact technical support during business hours by calling 763-477-3000 or 1-800-943-2667.
What is BYPASS?
Bypass means you can shut off a certain sensor(s) in a room if you don't want that sensor/room monitored. If you want to bypass a sensor, please refer to your user's manual, or download one here or contact technical support at 763-477-3000 during business hours.
How do I MAINTAIN my security system SENSORS?
There are several things you should do to maintain security systems sensors. These include:
It is important to vacuum and dust sensors regularly to ensure they remain in proper working condition. Smoke detectors can be cleaned by vacuuming or spraying canned air into the device.
Ensure your batteries are functioning properly
A wireless security system has a control panel and wireless sensors. The sensors operate on battery power. Your keypad will notify you when power on any sensor battery is running low and your sensors will notify you with an audible alarm.
The control panel is hardwired with electricity and has a back-up battery in case power is lost. The back-up battery will keep your security system operating for 12 to 24 hours without power. The control panel will send an audible alarm when your battery is low.
Ensure you are changing batteries when you receive this notification.
Why does WH Security call me when they receive an ERROR MESSAGE from my security system?
WH Security calls you when your system has low batteries or other error messages such as:
- When a wireless sensor battery is low
- When the systems' back-up battery is low
- When sensors are not working properly
- If there is an error in the security CPU panel
- If the system has not communicated with the monitoring center at the time of it's regularly scheduled test
Why is my FIRST WH Security BILL different than what I expected?
Your first security bill is prorated from the day service is activated. In addition, because WH Security bills in advance, your upcoming billing period is then included on the bill. Your billing agreement with WH Security indicates the billing cycle you have chosen such as monthly, quarterly or yearly.
If my ELECTRICITY GOES OUT, will my security system still work?
Yes. All WH Security systems have back-up batteries.
I am making CHANGES TO MY PHONE SERVICE; will this affect my security system?
Yes. Before making any changes to your phone service, please contact our technical support team during business hours at 763-477-3000 to ensure no interruption to your monitoring coverage.
How do I REQUEST SERVICE for my WH Security system?
You can request service for your home or business alarm system by calling 763-477-3000 during business hours or by calling 763-477-4275 after hours. You can also submit a request here.