Frequently Asked Questions

Frequently Asked Questions

Customer FAQ's

  • How did Brinks Home Security get my Protect America account?

    Protect America transferred your account to Brinks Home Security 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.

  • Will my automatic payment information with Protect America transfer to Brinks Home Security?

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

  • Will anything with my monitoring change?

    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 Security’s U.S.-based Alarm Response Center will be there for you, 24/7/365.

  • How do I contact Brinks Home Security; can I use the same phone numbers?

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

  • When should I start sending my payment to Brinks Home Security?

    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 Security.

  • I am having issues with my Protect America 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.

  • How do I get a Brinks Home Security yard sign?

    Request your free Brinks Home Security 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.

  • How do I cancel a false alarm?

    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 Security 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.

  • How will my services be impacted?

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

  • Who do I call if I have any service or billing issues?

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

  • How do I make a payment?

    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

  • Will anything with my monitoring change?

    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 Security’s U.S.-based Alarm Response Center will be there for you, 24/7/365.

  • How do I cancel a false alarm?

    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 Security 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

  • Will my automatic payment information with Protect America transfer to Brinks Home Security?

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

  • When should I start sending my payment to Brinks Home Security?

    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 Security.

  • Who do I call if I have any service or billing issues?

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

  • How do I make a payment?

    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.


App

  • I am having issues with my Protect America 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.

Protecting over 1 million people

Newsweek Best-In-State 2020

Brinks Home Security
Best-In-State Customer Service

Brinks Home Security
Best-In-State Customer Service

Newsweek, 2020

―  Newsweek, 2020

Newsweek Best-In-State 2020
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