Account & Billing FAQs
Find the most common answers to the most frequently asked questions about appointments, bills, and other account management issues.
How can I obtain a Certificate of Monitoring?
Many insurance companies offer discounts to homeowners who have a monitored security service. To download your Certificate of Monitoring, log into MyADT.com and select the My Alarm tab. From the left hand menu, select System Management, then select Certificate of Monitoring.
How do I cancel my service?
We are sorry to hear that you are considering leaving us. If you would like to cancel your account, please call the residential or business service number located on our Contact ADT page to speak with an ADT representative.
How can I update information on my account?
How can I manage my verbal security password?
You can manage your verbal security password by logging into MyADT.com, selecting the My Alarm tab from the overview page, and then clicking on Verbal Passwords from the left hand menu. If you check the box labeled “Password can manage the location,” anyone who knows this security password will have full administrative access to that account, both online and when calling ADT Customer Care.
What is the mailing address for bill payment?
ADT has more than one payment location. To ensure that you send your payment to the correct address, locate the "Mail Payment To" label on your payment stub at the bottom of the statement page. To view your statement online, log into MyADT.com, select the My Account tab, and click on Statements from the left hand menu. If your payment is sent to the wrong address, it could result in a delay in processing and an overdue balance on your account. Remember, you can always make a one-time payment or sign up for EasyPay on MyADT.com.
When my system was installed, I wrote a check to ADT, but it's not reflected on my first bill in my account. Is there a problem?
No. Sometimes, due to billing cycles, your first bill may be issued before payment has been posted. The payment should appear on your next bill. Once the payment has been posted, you will also be able to view your updated balance on MyADT.com by selecting the My Account tab.
My invoice is slightly higher than I expected. What are these extra charges?
In addition to your monthly bill, mandatory taxes and fees required by federal, state, and local governments are included. The amounts of these taxes and fees are dependent on your service location and affect your total bill amount.
I received an invoice, but do not see a "Payment Due Date." When is my payment due?
Your payment due date is located on the top portion of your bill statement. ADT bills for monitoring services in advance. Your bill statement due dates are determined based on the date your alarm service was activated and your billing frequency (monthly, quarterly, annually, etc). To view your statement online, log into MyADT.com, select the My Account tab, and click on Statements from the left hand menu.
Can I change the due date for my bill?
No. Your bill statement date is based on when your alarm service was activated and your payment frequency (monthly, quarterly, annually, etc.). You can request a change to the billing date by calling the residential or business billing number located on our Contact ADT page.
I lost my invoice and want to send a payment. What address do I send it to and what should I note on my check?
Log into MyADT.com to download your billing statements. You will find the address of the correct payment location on the statement. Indicate your ADT account number on your check, along with your name and address. Remember, you can always make a one-time payment or sign up for EasyPay on MyADT.com.
I’m going out of town. What steps should I take before I leave?
Before going out of town there are several steps you should take to maximize your home or business security. Before you head out, be sure to sign up for our helpful Travel Reminders and to update your Emergency Contact list. Remember, you may be travelling with people on your current emergency contact list, so it is important to make sure everyone on your list is in town and aware of their personal validation code. You can manage your verbal security password by selecting the My Alarm tab from the overview page and then clicking on Verbal Passwords from the left hand menu.
How do I change the people on my call list?
To make changes to your call list, log into MyADT.com, select the My Account tab located on the overview page, and then click on the My Contacts link from the left hand menu. Do not forget to inform new contacts on your call list what to do in case they receive a call from ADT. All contacts should have access to your premises, a valid personal identification code, and a current United States phone number.
What are some guidelines for choosing my verbal security password(s)?
A verbal security password is the “word” or code that you provide to ADT over the phone in order to identify yourself. They are also known as verbal passwords or PICs. All verbal security passwords must adhere to the following guidelines: must be a maximum of 10 characters in length, no spaces, alphanumeric characters only (no special characters allowed), no words that could cause confusion during an emergency situation, such as “help” or “fire”, and avoid using inappropriate or offensive words.
How do I reschedule a service call?
If you have a service call scheduled and need to reschedule it for another date, log into MyADT.com, select the My Account tab, and then click on Service Appointments from the left hand menu. You can also call the residential or business service number located on our Contact ADT page.
I have a service call scheduled. How can I get an ETA for the technician?
You can find the date and timeframe for which your appointment is scheduled by logging into MyADT.com, selecting the My Account tab, and then clicking on Service Appointment from the left hand menu. We are unable to provide you with an exact time as there is no way to determine exactly how long the technician's earlier appointments may take to complete.
What should I do if my technician does not show up as scheduled?
Your time is important and our technicians strive to arrive promptly as scheduled. If we miss an appointment and have not contacted you, please call the residential or business service number located on our Contact ADT page.
I am moving, how can ADT help me?
The ADT Movers website has these special moving offers:
* Existing Customers - if you have ADT and you want to take it with you,
* New Customers - if you don't have ADT but you know you should,
* Reactivating Customers - if you have a security system in your new house and you want to activate it.
Can I bring my ADT security system with me from my old home or do I need a new one installed in my next location?
It’s easy to get ADT security at your new home – and you don’t need to worry about bringing equipment with you. For your convenience, an ADT service technician can install a new system to help meet your security needs at your new address. To schedule a move appointment, please call 1-800-252-0589.
I travel more now than before I moved. How can I keep my new home safe while I am away?
We have many ways to help keep your home safe while you’re away or on the go. ADT Pulse allows you to manage your security system through an online portal, or at the touch of a smart device screen. To learn more about ADT Pulse features, visit our ADT Pulse Upgrade page.
I moved and my new security system is set up. What are some other tips to stay safe in my new home?
In addition to your ADT Security system, we have five tips to keep you safe as you settle into a new neighborhood:
* Locate Emergency Services in case you need the police, fire or EMS quickly.
* Identify a Neighbor as a safe house to help in case of an emergency.
* Establish Home Safety Rules for children and visitors.
* Use our crime maps service to read up on neighborhood crime trends.
* Be discreet with expensive purchases and do not leave large boxes on the curb that might lure thieves.
If I take my ADT security with me, are there any special savings offers that apply to my relocation?
We thank you for being a loyal ADT customer. Please visit the ADT Movers website to learn about special moving offers that may be available to you, or call our ADT security experts at 800.252.0589 for information about moving and our current special offers.
Will I have to pay again to put a security system in my new house?
If you’ve already enjoyed ADT services for at least two years, ADT will provide you with a $100.00 discount on the home security installation of an Essentials Plus system in your new home as part of the Relocation Discount Guarantee.
Before you make the big move, check out our very helpful Moving Check List full of helpful hints from the security experts at ADT.
How can I change my billing address while maintaining my service address?
To change your billing address, log into MyADT.com, click on the My Account tab located on the overview page and then click on Billing Information from the left hand menu. This change will not affect your service address. It may take up to one billing cycle for the new billing address to be updated so continue to look for your next statement at your old billing address. You may also call the residential or business billing number located on our Contact ADT page.