Security Services & Features FAQs

Save time by reviewing these general tips, and get useful advice about your ADT security and automation services.

Will my security services disrupt my home Wi-Fi network?

No. ADT’s wireless security door/window, fire/heat and carbon monoxide sensors use a different wireless protocol than Wi-Fi. If you have wireless video services, the wireless cameras and touchscreen use a separate private network that will not interfere with your Wi-Fi network. You are not able to use this wireless video network for PC applications, and ADT does not access your wireless PC network. The two networks are separate.

Can I get ADT’s security services at my primary home and my vacation home?

Yes. You can have more than one system associated to a single account. You can monitor and manage the security of one or more home locations or businesses while you’re at the other, or away from both/either. You are also able to access both systems using a single ADT Pulse login.

Can I add outdoor motion detectors to enhance my security services?

No. ADT does not currently sell or support outdoor motion sensors for security dispatch.

Will call waiting on my phone line affect my security service?

No. The ADT system is designed to take control of your phone line when the alarm is triggered in order to call the ADT Customer Monitoring Center. It will then release the line in order for the Customer Monitoring Center to notify you that an alarm signal was received.

How can I replace my alarm system battery?

When a battery is getting too weak and needs replacing, your system may send you an alert or show ‘Lo Bat’ on the keypad display.

The Alarm Panel requires (1) 12 volt, 4, 5, 7 or 8 Amp Hours Sealed Lead Acid battery. The size of the battery depends upon your specific panel and the types of equipment you have installed on your system. Make sure you purchase the same size battery as the one you are about to replace. To ensure you purchase the correct battery, please see the below section ‘How do I order a replacement battery?’ 

Before you replace the battery, put your system into test mode to prevent false alarms.

Log into MyADT.com and select My Alarm from the dashboard.  

Once you click My Alarm, a menu will appear.

From the menu, select System Management. 

Select Place System On Test. (Note: You can also call 800-ADT-ASAP to put your system into test mode.) 

Open your system’s panel. (If you need a key to open your panel; the key is often left on top of the panel.) After opening the panel, disconnect the wires on your battery by gently tugging on them. 

Replace the battery by connecting the RED wire to the RED tab on the battery and the BLACK wire to the BLACK tab.  

Once the battery is connected, close the door to the panel. 

Note: The low battery indicator may be displayed for up to 48 hours while the battery charges. The indicator should clear the message on its own once the batteries are recharged. Remember to remove the system from Test Mode. 

Go to MyADT.com and click on My Alarm.

From the System Management option, select Stop Test to remove the system from test mode and restore operations. 

If you’re unsure of what kind of system you have, watch this video ADT Home Security Systems: How to Identify Your Model

How can I find out which battery is low?

You can find this answer by referring to your system manual.

How do I order a replacement battery?

You can order replacement batteries directly from ADT or consult our self-service guide, which will help you find a local supplier with batteries that meet your system requirements. Refer to the troubleshooting number on the Contact ADT page to order battery replacements through ADT.

How do I replace a motion detector battery?

When the batteries in your Motion Detector need to be replaced, a Zone Trouble indicator will appear on your alarm keypad and/or a Sensor Trouble indicator will appear on your ADT Pulse app. 

These indicators will help you determine that the motion detector’s battery is low. You should replace the batteries as soon as these indicators appear. The motion detector requires (1) CR123A 3 volt battery. This battery can be purchased at your local hardware, mass retailer or battery store. Some models may require (2) batteries.

Before you replace the battery, put your system into test mode to prevent false alarms.

Log into MyADT.com and select My Alarm from the dashboard. Once you click My Alarm, a menu will appear. 

From the menu, select System Management. Select Place System On Test. (Note: You can also call 800-ADT-ASAP to put your system into test mode.)  

To change the battery, first remove the screw in the motion detector. The screw may be located on the top or bottom. Use a flathead screwdriver to press the tab on the bottom of the motion detector. 

Replace the battery, observing the proper polarity. Then, replace the motion sensor. Next, reset your security system by entering your code into your system and hitting off twice. Remember to remove the system from Test Mode.

Go to MyADT.com and click on My Alarm From the System Management option, select Stop Test to remove the system from test mode and restore operations.

Watch this video to learn more.

Why does the replacement battery not work?

You can learn how to resolve this issue by referring your system manual.

How do I replace a door/window sensor battery?

Before you begin the battery changing process, log into MyADT.com to place your alarm system on test, OR call the service number on our Contact ADT page to alert ADT before you begin the battery changing process. Have your ID code, replacement battery, and know which zone has a low battery. 

Next, put your keypad into Test Mode after calling ADT, doing so with your access code + 50. You can open the sensor using a finger latch at the top of the case, be sure not to damage the antenna when opening or closing. When changing batteries: Change both, if there are two, and replace with two new batteries after at least 30 seconds.

Watch this video to learn more.

How do I replace a smoke detector battery?

Before you begin the battery changing process, log into MyADT.com to place your alarm system on test, OR call the service number on our Contact ADT page to alert ADT before you begin the battery changing process. Have your ID code, replacement battery, and know which zone has a low battery when you call to set your alarm to Test Mode. Your keypad can be put on Test Mode by entering your access code + '50.' While in test mode, it will beep every 30 seconds.

Turn the device counterclockwise, approximately half an inch to remove from the wall or ceiling. When changing batteries: Change both, if there are two, and replace with two new batteries after at least 30 seconds. 

ADT recommends testing your system weekly and recycling any old batteries that are replaced.

Watch this video to learn more.

How do I replace a BHS-4000b battery?

Before you begin the battery changing process, log into MyADT.com to place your alarm system on test, OR call the service number on our Contact ADT page to alert ADT before you begin the battery changing process. Have your ID code, replacement battery, and know which zone has a low battery.

Make sure you have access to your control panel box, which can be opened with a Phillips or Robertson-type screwdriver. Test to see if the new battery will fit – if it will, disconnect red and black wires to swap out and connect new one. The new battery is not shipped fully charged; allow several hours for that to take effect, although your system will begin functioning normally immediately.

ADT recommends testing your system weekly and recycling any old batteries that are replaced.

How do I replace a SafeWatchPRO 3000 battery?

Before you begin the battery changing process, log into MyADT.com to place your alarm system on test, OR call the service number on our Contact ADT page to alert ADT before you begin the battery changing process. Have your ID code, replacement battery, and know which zone has a low battery.

Instructions for general battery replacement.

Make sure you have access to your control panel box, which can be opened with a Phillips or Robertson-type screwdriver. Test to see if the new battery will fit – if it will, disconnect red and black wires to swap out and connect new battery. The new battery is not shipped fully charged; allow several hours for that to take effect, although your system will begin functioning normally immediately.

ADT recommends testing your system weekly and recycling any old batteries that are replaced.

How do I replace a VISTA128 battery?

Before you begin the battery changing process, log into MyADT.com to place your alarm system on test, OR call the service number on our Contact ADT page to alert ADT to alert ADT before you begin the battery changing process. Have your ID code, replacement battery, and know which zone has a low battery. Make sure you have access to your control panel box, which can be opened with a Phillips or Robertson-type screwdriver. Test to see if the new battery will fit – if it will, disconnect red and black wires to swap out and connect new battery. The new battery is not shipped fully charged; allow several hours for that to take effect, although your system will begin functioning normally immediately.

ADT recommends testing your system weekly and recycling any old batteries that are replaced.

How can I silence low-beeping battery?

Low battery trouble beeps can be silenced by pushing OFF on most systems – refer to your system manual for specific instructions.

Learn what steps to take for a low-battery signal.

How do I know if battery needs to be replaced?

The battery does not need to be replaced every time the battery alert displays. If you've experienced a recent power outage, allow 48 hours for the battery to recharge. If the low battery alert is still displayed, it is time to replace it.
7.2 V Battery Pack

What kind of battery do I need, and where do I get it?

Refer to the battery identification page in your MyADT.com account. Then, match your battery to its picture, and find out how to get a compatible replacement.

List of Devices Eligible for Battery Order from ADT.

How do I download the correct battery replacement instructions?

Instructions for our most common system batteries are available on the Battery Replacement Guides Page.

How do I recycle the old battery?

Find out where to recycle a lead acid battery safely, for free! To find a battery recycler in your area, visit Call2Recycle.org. Returning a lead-acid battery to a recycler listed on this site is free of charge. Following this procedure will ensure that it is recycled according to all applicable regulatory requirements. 

For more information on what ADT is doing to improve sustainability and reduce our environmental impact, please review our Corporate Code of Conduct.

What is VoIP/Digital Phone Service?

Voice over Internet Protocol (also known as VoIP) and Digital Phone service are forms of phone service provided by cable companies, telecommunications companies and independent providers.

How does the VoIP/Digital Phone Service work with my alarm?

When an alarm from home security systems is triggered, these companies use the Internet connection rather than traditional phone lines to provide home phone service. Although these technologies provide a form of telephone service, there may be differences in their range of features and reliability*.

*Features and service reliability may vary depending upon your VoIP or other non-traditional telephone service provider. You should check with your phone provider to understand any disadvantages or limitations of their service.

Voice over internet protocol

Will my alarm work with VoIP phone service?

VoIP is not a consistently reliable method of signal transmission. Using VoIP as the primary communications link to transmit home alarm system signals to ADT may create risks and reliability issues.

Will switching to VoIP/Digital Phone service affect my ADT security system?

Using VoIP for your home security communications could affect the reliability of your service, depending on which provider service you use. Those providers that qualify are included in ADT’s policy and are rated as an acceptable primary method of transmitting alarm signal to ADT’s monitoring centers.

How could VoIP service affect my ADT security service?

ADT’s ability to receive an alarm signal may be affected if there is a power outage at your home or if the VoIP/Digital phone service is temporarily unavailable due to scheduled or unscheduled network outages.

What is ADT’s policy on VoIP/Digital phone services?

ADT’s policy requires that the primary method for transmitting alarm signals to ADT’s Customer Monitoring Centers use one of the following communications services options: 

1. Traditional landline telephone service 

2. Cellular communications service such as Safewatch® CellGuard® 

3. Phone service provided by a Qualified “Managed Facility Voice Network (MFVN)” provider

Should I have an additional back-up method of communication for to connect my alarm system?

Yes. Regardless of the type of telephone service you have, ADT always recommends that customers use an additional back-up method of communication to connect their alarm system to ADT’s monitoring center. Transmission of fire alarm signals by means other than a traditional telephone line may not be in compliance with some local fire codes.

What is Safewatch® CellGuard®?

Safewatch CellGuard is a service offered by ADT that enables your home security system to communicate with ADT’s customer monitoring centers through the cellular telecommunications networks.

Why should I consider Safewatch CellGuard?

It has become a popular option in home security systems because it helps provide backup protection should your home telephone service be disrupted due to fallen lines, storms or construction.***  

***Cellular connections rely on operating cellular device and network services. ADT does not warrant that cellular service will be error free or interrupted as such services are provided by cellular providers.

What is a Qualified Managed Facility Voice Network (MFVN)?

A Qualified Managed Facility Voice Network (MFVN) includes the following characteristics:

  • Has a physical facilities network which is managed and maintained (directly or indirectly) by the service provider.
  • Can ensure service quality from the service subscriber location to the public-switched telephone network (PSTN) or other MFVN peer network.
  • Utilizes similar signaling and related protocols as the PSTN with respect to dialing, dial plan, call completion, carriage of alarm signals and protocols, and loop voltage treatment.
  • Provides real-time transmission of voice signals, carrying alarm formats unchanged.
  • Provides professional installation that preserves primary line seizure for alarm signal transmission.
  • Has major and minor disaster recovery plans to address both individual customer outages and widespread events such as tornados, ice storms and other natural disasters. This includes specific network power restoration procedures that are comparable to those of traditional landline telephone services in the same geographic region.
  • Has informed ADT that its network meets the characteristics of a MFVN.

What phone services are included in this VoIP/Digital Phone Policy?

ADT keeps a database of the phone services that are inside and outside of ADT’s policy for the transmission of alarm signals. This database is continually updated and more phone service providers inform ADT that they meet the definition of a Qualified Managed Facility Voice Network (MFVN).

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