Frequently Asked Questions (FAQs)

Frequently Asked Questions (FAQs)

Customer FAQs

  • Protect America transferred your account to Brinks Home™ on July 9. They chose us because of our excellent reputation for customer service and support. We are happy to be your full-service provider and have over 25 years of experience with professional smart home security.

  • Yes. Brinks Home™ will fully assume responsibility for your account, effective July 9, 2020. Beginning with August billing cycle, you will see “Brinks Home™” on your credit card or bank statement.

  • Your professional monitoring will continue uninterrupted, and your billing date will stay the same. If you experience an alarm event after July 9, 2020, Brinks Home™ U.S.-based Alarm Response Center will be there for you, 24/7/365.

  • You can contact Brinks Home™ by calling 844-343-2610 or texting 469-263-1200, 7 days a week 8 a.m. to 8 p.m. CST.

  • If you are on AutoPay, your billing will continue as usual. If you receive a paper invoice, you should expect to receive your next bill from Brinks Home™. 

  • You should still be able to access the app as usual throughout this transition. You will receive a prompt to update the app in the next several weeks. Please follow those instructions when you receive them.

  • Request your free Brinks Home™ yard sign by texting 469-263-1200 or in your customer portal. Show your neighbors you’re protected by the company ranked No. 1 for customer satisfaction for pro-installed home security systems, two years in a row by J.D. Power.

  • When your alarm goes off, if you are home, you can immediately disarm it through the panel. Some alarm events, like smoke detectors going off repeatedly, will still result in a call. You should answer this call, as it will be the Brinks Home™ Alarm Response Center calling to check on you. Provide your code word and ask them to cancel the alarm. You can find additional information about false alarms and how to prevent them, in the help center. 

  • No, your services will continue uninterrupted. Your home security is now being handled by Brinks Home™.

  • After July 9, 2020, all service and billing inquiries should be directed to Brinks Home™.

  • After July 9, 2020, you can make payments via Brinkshome.com or via your updated app, after registering on the portal, or on the phone with a representative. You can find more information in the help center.

Monitoring & Alarm Reponse

  • Your professional monitoring will continue uninterrupted, and your billing date will stay the same. If you experience an alarm event after July 9, 2020, Brinks Home™ U.S.-based Alarm Response Center will be there for you, 24/7/365.

  • When your alarm goes off, if you are home, you can immediately disarm it through the panel. Some alarm events, like smoke detectors going off repeatedly, will still result in a call. You should answer this call, as after July 9, 2020, it will be the Brinks Home™ Alarm Response Center calling to check on you. Provide your code word and ask them to cancel the alarm. You can find additional information about false alarms and how to prevent them, in the help center.

Billing

  • Yes. Brinks Home™ will fully assume responsibility for your account, effective July 9, 2020. Beginning with August billing cycle, you will see “Brinks Home™” on your credit card or bank statement.

  • If you are on AutoPay, your billing will continue as usual. If you receive a paper invoice, you should expect to receive your next bill from Brinks Home™.

  • After July 9, 2020, all service and billing inquiries should be directed to Brinks Home™.

  • After July 9, 2020, you can make payments via Brinkshome.com or via your updated app, after registering on the portal, or on the phone with a representative. You can find more information in the help center.

Mobile App

  • You should still be able to access the app as usual throughout this transition. You will receive a prompt to update the app in the next several weeks. Please follow those instructions when you receive them.

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