AN EMERGENCY CAN HAPPEN AT ANY TIME

And we're here to help you 24/7

Immediate Assistance

If you need immediate help please call!
Emergency dispatch service is always available 24/7.

Call Us or We Can Call You

Toll-Free: (800) 697-9800
Want us to contact you? Click Here

Customer Service Hours

Customer service representatives are standing by Monday – Friday from 7am-6pm & on Saturdays from 8am-5pm to help with whatever you need.

FREQUENTLY ASKED QUESTIONS

Answers to some of the most common questions our customers ask

General Questions

Q: How do I get an alarm user permit?

A: Check with your city. In most areas your city will issue your permit. In Fresno, permits are issued by the Fresno Police Department. Once you have received your permit, please contact Matson Alarm so we can add your permit number to our system.

Q: How do I set up Matson MyView Billing & Service and Matson MyView Monitoring Accounts?

A: Click here for instructions to setup a Matson MyView Billing Account.

To have an account created for Matson MyView Monitoring you will need to call us at (800) 697-9800 or email us.

Q: How do I manage my accounts if I have multiple sites?

A: Click here for instructions for Multi-Site accounts.

Q: I am remodeling part of my home or business, how will this affect my alarm system?

A: If you have any remodel work done on your property, please contact us. We can disable parts of your alarm system so that you do not incur any false alarms. When you are finished with your remodel, Matson Alarm can come out to your property to reassemble your system at our regular service rates.

Billing Questions

Q: When does my contract expire?

A: You can check your contract date by contacting our Customer Experience Agents at
(800) 697-9800 or by emailing us.

Q: Can I change my invoice date?

A: If you are on EFT/Auto Debit you may contact our Customer Experience Department to change your invoice date by calling us at (800) 697-9800 or emailing us.

Q: How can I get set up on EFT/Auto Debit?

Fill out this form and return it to our Customer Experience Department.

Technical Questions

Q: How do I bypass a zone?

A: Click the “zones” icon, then select the zones you would like to bypass then click “bypass” icon. Enter your 4-digit code.

Q: What does a “b/f” or “6/f” on my keypad mean?

A: This means “Backup Failure”.  Please contact Matson Alarm.

Q: How long can my battery last during a power outage?

A: Your battery can last approximately 8 hours.

Q: How long does the panel battery last?

A: The battery on your panel will last approximately 5-7 years.

Q: What does a “F/C” on my keypad mean?

A: This means “Failure to Communicate.” You need to check with your phone company to ensure your analog land line is working properly. If you do not have a land line and your system is connected through your WiFi check that your WiFi is working and the password has not been changed.

Q: Is my alarm system compatible with Voice Over Internet Phone from AT&T or any other phone company?

A: No, you need an analog phone line, a back-up radio or a Matson Alarm communication module.

*Note: Any time there is work done on your phone line or internet, call the service department at (559) 438-8000 and test the alarm system with us.

Q: Why wasn’t I notified that my alarm system isn’t working?

A: We encourage our customers to test their alarm system at least once a month, and notify us if they have phone line work done at their home or business.

Q: The plug that goes from my alarm panel to the wall is warm. Is that normal?

A: Yes, it is normal.

Q: Can I change the batteries in my wireless sensor myself?

A: Yes. There is a small hole on either the top or side of the sensor that allows you to pop off the cover. Inside you will see the battery type, and can purchase one from Home Depot or Lowes.

Q: How can I change my code?

A: Enter your master code + 8 + your user number + your new 4 digit code twice.

Q: How can I add a user code?

A: Enter your master code + 8 + user number + new 4 digit code once.

Central Station Questions

What are the group chat text messages I keep receiving?

A secure chat group with your trusted contact list. Americans only answer 48% of their phone calls. They are much more likely to respond to text messages. When our monitoring center receives a signal, members in your group chat can text one another in the chat to figure out what is going on and determine if emergency dispatch in needed.

 

Why do I keep getting robo-calls?

Our monitoring center uses Interactive Voice Response Technology, which means you’ll receive an automated call for low-priority alarm signals, such as a low battery alert. At the end of the call you will be asked to press “1” to confirm, if you do not press “1” or get disconnected before the call is finished, the automated call will continue through your emergency contact list. IVR technology allows our operators focus on high-priority alarm events.

 

How can I remove text messages or robo-calls from my account?

If you prefer not to receive chats or automated calls, we can remove those from your account. If we remove the chat feature, then you will receive an IVR phone call every time there is an alarm at your property. If we remove the automated calls, we need to replace those notifications with either text messages to one cell phone number or a daily emailed report to an email address.

Virtual Keypad App Questions

How can I add a user code on my Virtual Keypad App?

  1. Press the Menu button and select Users.
  2. Press the Edit button on the top left corner. Press Add.
  3. Enter relevant information. Under User Codes & Credentials press Add to create a new user code or Choose Existing for an existing credential.
  4. Assign a Code. Press the Back button and Save.

How can I remove a user code from the Virtual Keypad App?

  1. Press the Menu button and select Users.
  2. Tap the Edit button on the top left corner and then press Delete.
  3. Select the User in the row you want to delete and press the Trash to delete.
  4. Select Yes to delete. (You may need to exit User section and return to see changes made.)

How can I bypass a zone?

  1. Go to the Menu and select Arming.
  2. Press Zone Status.
  3. To bypass a zone, turn on the Bypass toggle in the row of that zone and select Apply. To return the zone to normal, turn off the Bypass toggle and select Apply.

Remote Support

Need Remote Support Assistance?
Please set up a session by calling us at (800) 697-9800 .
If you’ve already done that you may begin your session.

Start Your Remote Support Session