Skip to main content

Knowledge Base Articles

User code management allows the creation and sharing of user codes using the app or website. The random code generator can be used to create unique user codes, and the Share User Code option allows you to text or email codes in seconds. These features are especially useful when managing large amounts of users on an account and help to create, track, and send user codes effortlessly. 

User code generation

The following instructions will create a randomly generated user code. For more information about creating a specifically designated user code, see Create a system user code.

To generate user codes using the app:
  1. Log in to the app. 
  2. Tap Menu.
  3. Tap Users. 
  4. Tap the desired user to generate an access code. 
    • To create a new user and generate an access code, tap Add and provide a name for the new user, then tap Create. 
  5. Tap the user code icon.

    user_code.PNG
     
  6. Tap Generate Code to randomly generate a user access code. 

    generate_code.PNG
     
  7. Tap to select which devices the user will have access to. 
  8. Tap Save. 

To generate user codes using the website:icn-chevron-down.svg
  1. Log in to the website.
  2. Click Users.
  3. Click the desired user to generate an access code. 
    • To create a new user and generate an access code, click Add User and provide a name for the new user, then tap Create. 
  4. Click the user code icon.

    user_code.PNG
     
  5. Click Generate Code to randomly generate a user access code. 

    generate_code.PNG
     
  6. Click to select which devices and features the user will have access to. 
  7. Click Save. 

New system user codes can be created using the app or website. 

Important: User codes cannot be edited while the security system is armed. Verify the security system is disarmed before attempting to edit a user code remotely.

Create new system user codes

The following processes will allow for user codes to be set with a manually entered user code. For more information about creating a randomly generated user code, see Generate and share system user codes.


To create new system user codes for single systems using the app:
  1. Log in to the app. 
  2. Tap Menu.
  3. Tap Users.
  4. Tap Add.
  5. Enter the user's first and last name, and then tap Create. 
  6. In Access Code, enter the user's desired code. 
  7. Tap the toggle switch for the devices (i.e., panel partitions and locks) to enable/disable access for the user's code.  
  8. Tap Save. Allow a few minutes for the new user code to be active at the panel.
  9. To add user contact information, tap Add Contact.
    1. Then tap either: 
      • Mobile Number. Enter the mobile number, and select the Country and Carrier using the dropdown menus. 
      • Email Address. Enter the email address, and select the Email Format using the dropdown menu. 
    2. Tap Save to add the new contact information. 

Allow a few minutes for new user codes to be active at the panel. If the new user code does not work at the panel or you have additional questions, contact your service provider.

Once created, user codes can be added to or deleted from a door lock using the app or website. 

For information about creating users, see Create a system user code.

To add or delete door lock user codes using the app:icn-chevron-up.svg
  1. Log in to the app. 
  2. Tap Menu.
  3. Tap Users.
  4. Tap to select the user to manage lock access.
    • If the user has not yet been created, tap icn-add.svg.
  5. Tap   .
  6. In Access Code, enter the user's desired code. 
  7. Tap to toggle which devices to grant access to. 
  8. Tap Save. Allow a few minutes for the changes to send to the lock. 
  9. If the user should only have access to the devices during specific times, tap Time to select the user's access period to the device. Once the desired access period is selected, tap Save.
To add or delete door lock user codes using the website:icn-chevron-up.svg
  1. Log in to the website. 
  2. Click Users.
  3. Click More on the desired user.
  4. Click Edit  to edit user information.
  5. Click  .
  6. In Access Code, enter the desired user code. 
    • A new access code can also be generated by clicking Generate Code. 
  7. Click to select which devices and features the user will have access to. 
  8. Click Save to send the changes to the system. Allow a few minutes for the changes to send to the lock. 

Clips of saved recordings from an Alarm.com Stream Video Recorder can be downloaded locally or uploaded to the Alarm.com cloud using the Customer website. Downloaded clips are in .mp4 format and can be up to 15 minutes long, depending on the SVR/CSVR. Uploaded clips count towards clip upload and storage limits for the account and can be up to 5 minutes long for compatible SVRs and CSVRs.

Note: Saved recordings can also be exported using the local interface of SVRs and CSVRs. For more information, see:

Export clip duration options

Clips of saved recordings can be exported using the Customer website in a variety of different lengths.

SVR/CSVR modelDownload clip durationsUpload clip durations

ADC-SVR100

ADC-SVR122

ADC-CSVR126

30 seconds
1 minute
2 minutes
3 minutes
4 minutes
5 minutes

Incompatible

ADC-SVR210

ADC-CSVR2000P/2008P/2016P

ADC-CSVR2108P/2116P

30 seconds
1 minute
2 minutes
3 minutes
4 minutes
5 minutes
10 minutes
15 minutes

30 seconds
1 minute
2 minutes
3 minutes
4 minutes
5 minutes

    To export saved video from an SVR/CSVR:

    1. Log in to the Customer website.
    2. Click Video.
    3. Click SVR Timeline.
    4. Mouse over the desired video feed, and then click Download.
    5. Click Export Video.
    6. In the Export Video pop-up modal:
      • Click on the calendar to select the date to export footage from.
      • Using the Start Time dropdown menu, select the time of day the exported footage should start from.
      • Using the Duration dropdown menu, select the duration of the clip to export.
      • Using the Export Option dropdown menu:
        • Select Direct Download to download the footage to local storage.
        • Select Add to Saved Video Clips to upload the footage to the Alarm.com cloud.
        • Select Direct Download and Add to Saved Video Clips to perform both of the above actions for the footage.

          Export clips SVR/CSVR
           
    7. Click Export.
    8. Click Ok.
    9. Direct Download clips will begin downloading to the computer being used as an .mp4 file.

    Note: If the request to download the video clip times out, reduce the clip duration and try to download the video again.

    Arming the system sets the security sensors to an alarm state. The Armed Away status sets both contact sensors and motion sensors into an alarm state, while Armed Stay status only sets contact sensors to an alarm state.

    Arming commands.png

    Note: If the system is not arming properly, check if any unbypassed sensors are open. If the system continues to be unable to arm remotely, contact your service provider. 

    Arming options 

    When arming using the Customer app or Customer website, some of the following options may be available for you to select. Options vary depending on your system's configuration.

    • Silent Arming - This allows you to arm the system without any noise. By default, the panel makes exit delay beeps when you arm your system.
    • No Entry Delay - This allows the system to bypass the entry delay once the system is armed. Entry delay is the time set to allow you to walk from an entry/exit zone to the location of your panel to disarm the panel. 
    • Bypass Open Zones - This allows the system to bypass open zones while arming the system. This feature can be used to attempt to force the system to arm regardless of zones that may be open. Zones that are bypassed will not trigger an alarm on the system.

    To arm the system using the Customer app:

    1. Log in to the Customer app.
    2. In the Security System card, tap Disarmed.
    3. Select the desired arming options, if applicable. 
    4. Tap either Arm (Stay) to arm the system to stay mode, or Arm (Away) to arm the system to away mode.

    To arm the system using the Customer website: 

    1. Log in to the Customer website.
    2. Click Disarmed in the Security card.
    3. Select the desired arming options, if applicable. 
    4. Click either Stay to arm the system to stay mode, or Away to arm the system to away mode.

      To arm the system using Scenes:

      Scenes allow you to configure a button on the Customer app and Customer website that triggers multiple actions across multiple devices at once. For more information about Scenes, see How do Scenes work?.

      1. Log in to the Customer app or Customer website.
      2. In Scenes, select the Scene you want to run that includes the arming command. 
      3. Confirm that you want to send the command to run that Scene.

      When switching to a different phone for any reason, there are a few things to be aware of to ensure minimal disruption of your service. The following are suggestions for information and features that should be verified when swapping to a different phone. 

      Primary phone contact

      When swapping to a different phone that was associated with the primary login, the primary phone contact on the account should be updated if the number is different. This ensures that the primary contact is up to date in case the primary contact needs to be reached for any reason.

      For more information about how to update the primary phone contact, see Change a phone number.

      Rules and notifications 

      The rules and notifications on the account should be updated to reflect any phone swaps that are performed. The new phone should be added to the contact recipients for any desired rules and notifications, and the old phone should be removed from any rules or notifications. This ensures minimal disruption in system usage and notifications. 

      For more information about how to configure notification recipients, see the following articles:

      Alarm.com Places 

      When swapping to a different phone, update the list of Geo-Devices that are attached to the account. In this case, delete the old phone from the Geo-Devices list on the account and add the new phone to the list.

      For more information about how to configure Alarm.com Places, see Configure Alarm.com Places.

      For more information about how to delete a Geo-Device, see Troubleshooting Alarm.com Places.

      Two Factor Authentication  

      When changing phones, the contact information associated with Two Factor Authentication needs to be updated if the feature is enabled for the user's account. To update the contact information that the Two Factor Authentication feature is associated with, disable and then re-enable the feature. 

      For more information about how to enable and disable Two Factor Authentication, see What is Two Factor Authentication?.