Support

Welcome to Genesis Security Support Resources.

Below is a list of important contact information and answer to your questions. For more assistance, please call Genesis Security Customer Service at 604-684-7678 (Office hours)

FAQ

 

User Guides:

Instructional Videos:

 

  • What are the hours of Genesis Security Customer Service?

Our offices are open from Monday to Friday from 8:30am to 5:00pm

If you require assistance outside of our office hours, our phones are answered by our 24 hour Operations center where our dispatch operators can assist you with many of our most common questions, coordinate a service call or dispatch our 24 Hour on call technician.

Please be advised that Emergency Service Calls required outside of regular working hours may be subject to Dispatch, Travel and On Site time charges.


  • How do I update my account information?

To update your account information during regular business hours, please call our office at 604-684-7678 to talk with one of our client service representatives.

They will be able to answer any alarm related questions, schedule a Service Technician or update any information about your account.

Occasionally when you call, our operators may be on the phone assisting other clients and unable to take your call personally, please leave us a voicemail and one of our client service representatives will be sure to return your call.

If you are calling outside of business hours, our office department number is forwarded to our 24 hour Operation Centre and our operators will be able to forward your request to our Customer Service department for processing during regular working hours. (Office hours, Monday to Friday from 8:30am to 5:00pm)


  • Where are located your emergency monitoring center?

#310-1770 Burrard Street, Vancouver


  • What happens if I move?

Genesis Security can move with you for FREE! Contact Genesis Security Customer Service at 604-684-7678 within 30 days prior to moving and we can arrange to setup your system in your new residence.


  • Should I notify Genesis Security if I am going on holidays?

Yes! If you are planning to go away, call us at 604-684-7678 to request your holiday home check.

We will confirm your vacation dates and the frequency of your checks We will also confirm your emergency contact list at that time and make any changes.

For our residential clients Genesis provides 5 Holiday Home Checks each year.

Additional Home Checks can be scheduled for $10 each for external checks, and you can also add internal checks for only $5.00 each. For our clients who want internal checks a key box or key set is required.


  • What should I do for a false Alarm?

Don’t panic! In the event you accidently trigger your security system, simply enter your 4-digit security code at the keypad and your system will disarm and your siren will turn off.

Additionally, when you enter your security code the security system automatically sends an “Alarm Cancel Code” to our Emergency Response Center letting our operators know that although your security system has gone into alarm, it was turned off by an authorized user and no further action is required.

If it takes longer than about 45 seconds for you to enter your code, even though the “Alarm Cancel Code” has been sent, you may still receive a courtesy call from the Emergency Response Center and you will be asked for your password and confirm that everything is OK.

As an enhanced security precaution, your system may also be programmed with a “Duress” code.

This code will turn your security system off just like a regular code, however, it will also send in an Emergency Panic Code to our operators letting us know you are in danger.

When our Emergency Response Center receives this panic code, we will immediately call the Police and let them know that you are in danger.

For more information about Duress codes and how to set them up for your system, please call us at 604-669-0822.


  • When and how often should I check my security system?

Today’s security systems are able to determine if there is a system problem and in most cases will report the problem to our Emergency Response Center as soon as it has identified that a problem exists. This means that you can be confident that your system is always working.

In the event of a problem being reported to our Emergency Response Center, our operators will call you to advise you of the problem and to coordinate a service technician to come and repair it.

Your Keypad will also display a trouble:

  • For DSC Systems an orange triangle will appear on the upper left side of the keypad.
  • For Honeywell systems a “Check” “Low Batt” or “FC” will appear on the keypad display

If you notice one of these indicators on your keypad, please call us at 604-669-0822 and our Service Coordinator can schedule a service call to repair the problem.

If you wish to test your system, please call us at 604-669-0822 before you start your test. Our Customer Service Agent will then place the account on test and you can then proceed to test your system.

PLEASE DO NOT TEST YOR SYSTEM UNLESS YOU HAVE CALLED OUR OFFICE AND PLACED YOUR ACCOUNT ON TEST. OUR MOBILE PATROL, POLICE, FIRE DEPARTMENT OR AMBULANCE SERVICES WILL BE DISPATCHED IF SIGNALS ARE RECEIVED WITHOUT PRIOR NOTIFACATION OF YOUR TESTING AND YOU MAY BE SUBJECT TO MUNICIPAL FINES.

Once you have tested your system, please call us back and we will be able to confirm that we received your signals and place you account back in service. For more information about testing or operating your system, please give us a call at 604-669-0822.