Customer FAQs

Discover answers to the most frequently asked questions from ADT customers with the click of a button.

1. How do I reset my ADT Pulse app password?

To reset your ADT Pulse app password, follow these steps:

1. Open the ADT Pulse App and select I Forgot My Password.
2. Verify the email address is correct, select Reset Password, then sign into your email account.
3. Open the email and select the link to Reset Your ADT Pulse Password.
4. Enter your username and select Continue.
5. Please answer the Three Security Questions.
6. Your ADT Pulse Password is now reset.

2. How do I reset my ADT Pulse app PIN?

You can log into the app using a 4 digit user-selected numeric PIN. This PIN replaces the username and password for 30 days, enabling you quicker access to the system while maintaining security. This will keep your session active for an extended period of time, until you either manually sign out or the indicated number of hours has elapsed.

For your security, you will occasionally need to log into the Pulse mobile app using your Pulse username and password. This allows ADT to verify your identity. Once logged in, you can change your login preferences in Settings back to TouchID or PIN.

Here's how to establish your 4 digit PIN:

1. Drag the slider labeled Create a 4 digit pin for easy sign in to the ON position.
2. When you log in, a new screen appears for you to create the PIN. After you enter the 4 digits, you will be prompted to re-enter the PIN for confirmation. (If you would prefer not to establish a 4 digit PIN, tap Skip.)



Later, if you would prefer signing on using your username and password instead, tap the I’d rather login with my username link, located just below the 4 circles. The regular Sign In screen appears. Enter your username and password to login.


3. What if I can't log in with my password or PIN?

If you incorrectly enter your username and password, it will result in a failed log in attempt. An error message will appear notifying you that you have entered Invalid Credentials. Tap OK. A message will appear:



You must now correctly enter your username and password to login or else tap the Forgot Username / Password link.

If you incorrectly entered your PIN, a message will appear telling you that you have entered the wrong information. Re-enter your PIN. If you incorrectly enter your PIN three consecutive times, the normal Login screen re-appears. You must now enter your username and password to login or else tap the Forgot Username / Password link.

If you incorrectly enter your password multiple times, the following screen appears informing you that your account has been temporarily locked for approximately 30 minutes.



If you are still unable to sign in to your account after 30 minutes, try resetting your password as described below in how to reset your application settings.

4. What if I forgot my Pulse username or password?

If you forget your username or password, tap the Forgot Username / Password link located to the left of the Login button. Follow the prompts to have your username or password sent to the email address we have on file for you. The Login Help screen opens.

The Login Help screen displays the Reset Password and Retrieve Username options. From this screen you can begin the process of retrieving your username or resetting your password.

5. How do I retrieve my ADT Pulse app username?

You can retrieve your ADT Pulse app username from the Login Help screen, here's how:

1. On the Login Help screen, select I forgot my Username / Email, and then tap Next.

2. In the screen that appears, enter the email address where you would like the username sent, and then tap SEND.



3. A screen appears with a message saying you will receive an email with your username. Tap BACK TO LOGIN.



4. Using the username that was emailed to you, enter your username and password on the Sign In screen.

6. How do I reset my ADT Pulse app password?

You can reset your password from the Login Help screen, here's how:

1. On the Sign In Help screen, select I forgot my Password, and then tap Next.

2. In the screen that appears, enter the email address that ADT has on file for you, and then tap NEXT. ADT will send an email to this address with a link for resetting your password.



3. Open the email with the reset password link, and click the link. A browser page opens and the Reset Password screen appears. Keep in mind, the email link will expire in 24 hours.

4. On the Reset Password screen, enter your username and click Continue.



5. In the screen that appears, enter the answers to the security questions and click Continue.



6. In the New Password field, enter your new password, and in the Confirm New Password field reenter your new password, then tap Continue.



7. Click Sign In to log onto the Web Portal, if you choose. Or, at this point you can return to the app Sign In screen.



7. How do I reset the application settings?

If you are having difficulty logging into the system through the mobile app, you may need to perform a reset of your login settings. This is accomplished by tapping the RESET APPLICATIONS SETTINGS button on the Choose a Server screen.

Here's how to reset your application settings:

1. Tap the Settings icon located in the upper right corner of the Sign In screen.



2. Tap the RESET APPLICATIONS SETTINGS button.



3. Tap OK to confirm. Your settings are reset.



4. When prompted, select the appropriate server.

5. When you are returned to the Sign In screen, attempt to sign in again.

If you need more help, directly below the Reset Applications button on the Choose a server screen is the NEED HELP? GET SUPPORT button. Tap this button to create an email to ADT. Briefly describe the issue you are having and click Send. An ADT representative will reply to you by email. Or for step-by-step instructions, review the ADT Pulse Mobile App User Guide.

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