Help & advice

Help chooosing illustration

General Questions

What are the benefits of a Halo Smart Home system?

A complete smart solution all managed from one app, with regular feature and firmware updates and no long-term commitment.

24/7 self monitoring of your security, automation and video of your home.

Real-time notifications if your security alarm is triggered so you always know what’s happening in your home, with the ability to remotely arm or disarm the system.

Extra peace of mind with motion sensors that send an alert to your phone if movement is detected inside your home.

Geo-fencing sends a reminder if your phone leaves your home and the property has not been armed.

Unique pin numbers (i.e. you can provide visitors with a unique, one-off code to access your house if you are not home).

Save money on lighting bills by remotely turning off forgotten lights after you have left the home or business.

Control your lights with smart plugs, so they automatically turn on when you walk in the door.

Set schedules for your lights to come on and off to give the impression that someone is home when you’re on holiday.

Wireless installation and constant dual communications mean that if your power or broadband fails, your system will still work.

How reliable is the system?

Unlike other systems that share a phone line, our Smart Home system uses a dedicated, secure mobile network connection alongside an ethernet connection to your broadband to provide reliable and uninterrupted service for your critical security messages. This also means that there is no physical phone line exposed on the outside of your house that could be cut and compromise your system.

Your system will communicate even if the power is out, or the Internet or broadband is down.

If your panel is tampered with or destroyed, still sends a notification, thanks to our Crash and Smash protection provided by the mobile network and backup battery in the system.

Can I try the app without purchasing?

Unfortunately an account is needed to get full functionality, however the app is freely available from the Google Play Store and Apple App Store.

What are the minimum requirements for purchasing and using the system?

You need to:

be over 18
be a resident of England, Scotland or Wales
pass a credit check if we run one
pay the monthly fee by recurring card payment (FuturePay)
have the consent of the property owner, if that’s not you

What are the minimum technical requirements?

Smart home hub

24/7 access to broadband internet that is WiFi enabled
a good mobile network coverage
a spare ethernet socket within one metre
a spare power socket within one metre
cameras & video doorbells:

spare power socket within 2.8 metres of the install location of each camera with a good Wi-Fi signal strength and minimum upload speed of 500 kbps
a good Wi-Fi signal with minimum 2 Mbps upload speed at the install location of the doorbell
a working mains-powered door chime with a 12VDC, 1 amp output and wiring to doorbell location (Seperate PSU available with 1.5m cable length)
please visit the ICO website and check any registration requirements for cameras and/or video doorbell at https://ico.org.uk/your-data-matters/domestic-cctv-systems-guidance-for-people-using-cctv/

What are the wifi and speed requirements for the video cameras?

Internal and outdoor cameras require a minimum upload speed of 500kbps, the video doorbell requires 2mbps. This can be checked at the required installation location using tools such as speedtest.net or speedof.me.

A good wifi signal is also required at the location of the camera. Wifi signal is measured in dBm (decibel-milliwatts), you will need a signal at least -67dBm, with an ideal being above -60dBm. Mobile apps are available, such as wifi analyzer to allow you to measure wifi signal strength and upload speeds.

Can I have professional monitoring with police response?

No, this product is designed to be self monitored via the mobile app using push notifications and emails.

We can offer traditional security systems with this option, please visit www.protectmyproperty.co.uk or contact us for more details

Can I set the system up myself?

Yes! The system is designed to be installed easily at your own convenience and couldn't be simpler.

On receipt of your equipment you can begin the installation process, this is achieved via an online step-by-step wizard process that is initiated by clicking the link within your welcome email.

All you will need to complete the installation is a screwdriver, all devices are attached using 3M sticky pads and powered devices are supplied with a plug in power supply (except the video doorbell).

External cameras require a little more complex installation and will require running power cables to the exterior of your property and drilling suitable holes.

Support is available via the online knowledge base or from our customer service department.

What if I have pets?

All motion sensors are pet friendly for animals who weigh up to 25kg within a 7m range, and the detector mounted at 2m high.

What if I do not feel comfortable setting the system up myself?

This is not a problem, if you do not have time or do not feel comfortable doing this then we can help.

If you would prefer us to setup the system for you we can do this for a fixed fee of £120.

Our experienced professionals will arrive on the allocated date to setup and demo the product you have purchased.

Just add the professional setup product to your cart before checkout

Note the product will be delivered prior to the installation date.

Do your smoke detectors conform to building regulations?

Smoke and heat detectors are NOT installed to meet UK Building Regulation Standards which among other requirements require a permanent electric power supply. Building Regulations vary throughout the UK and we advise you to take necessary precautions to install separate fire alarm systems.

I already have one of your Smart Home systems, can I purchase additional items?

Yes, just log on to your account section from our web page to allow you to access our shop where you can browse all of the available products and make your purchase.

Safety and Security devices will require the support of our Customer Service Centre to add to your account, Video and Automation devices can be added via the "Add Device" section of the mobile app

Please note certain products may require an upgrade to your subscription package in order to function with your system.

What is the warranty period of your products?

All of your products will be covered for 12 months from date of receipt.

How are the systems monitored?

Unlike traditional systems that typically only alerted you if the alarm went off, our Smart Home systems monitor the activity across your home’s sensors 24/7, whether your system is armed or not. This means your system can be useful in emergency and non-emergency events.

All the signals from the security system are sent over a dedicated secure mobile network connection for fast and reliable communication.

Non-emergency alerts are processed and sent out based on the rules that you define. For example, you may choose to get an alert when the front door opens between 12-2pm so you know the dog walker showed up.

What smart lock is compatible and where can I purchase it?

Our Smart Homes system support Danalock V3 Z-Wave locks.

The lock is available is a range of sizes and colours and is designed to fit standard sized and composite doors using the euro barrel lock design.

You can purchase the Ultion SMART version of this lock here, using code "zwaveswitch" at checkout to ensure you receive the version that is compatible with the Smart Homes system.

What if I move home?

The beauty of this kit is that it is portable and completely wireless meaning if you move home, you can take it with you. Please just remember to advise us of your new address.

Product & technical help

Smart home hub

Protect, Monitor and Control your home with our Smart Home Hub, with 12hr Backup Battery and integrated 3G Sim Card for full protection even in the event of power or broadband failure.

Comprising of 868MHz Radio for Security and Safety Devices and a ZWave Radio for automation our hub allows you to control Security, Safety, Automation and even Video via Ethernet or WiFi to your broadband router all from a single mobile application

Technical Specification:

Certifications - EN50131 Grade 2, Class II
Power Supply - 12V 1A (Plug in Power Supply Supplied)
Battery Backup - 7.2V 1600mAh Rechargable, 12 Hour Backup (Supplied)
Communications Path - Ethernet & 3G
3G \ Mobile Network - 900 / 1800 / 2100MHz AT&T SIM (Supplied)
Dimensions - 150mm x 140mm x 42mm
RF Frequency - 868MHz
Zwave Protocol - 868.40MHz(EU)
Operating Temperature -10°C to 45°C (14°F to 113°F)
Operating Humidity - Up to 85% non-condensing

Keypad

A keypad can be located near to the main entry points your home to allow users to arm/disarm the system with a 4-digit pin. The keypad also has an integrated panic button to activate the alarm should the need arise.

These can be useful for family members who do not have the mobile app or if you do not have your phone available.

Keyfob

A keyfob can be carried on your keyring and used to set or unset the system at the push of a button.

These can be useful for family members who do not have the mobile app or if you do not have your phone available.

Motion Sensors

Motion sensors can detect a moving object to sound the alarm or can act as a trigger point for automation or video events. For example, when the landing motion sensor is activated at night, the landing light using a smart bulb can be set to turn on for 5 minutes.

Mount the motion sensor at 2m for the ideal detection range. Pet friendly up to 25kg and a battery life of up to 4 years.

Door \ Window Sensors

A door or window contact can detect the opening or closing of a door and should be aligned so that the magnet is next to the sensor when the door or window is closed. Ideally mount at the top of the door\window to prevent accidental damage.

They can also act as a trigger point for automation or video events. For example, when a door is opened, set the light to come on using the smart bulb for 5 minutes.

Carbon Monoxide Detector

Mount the detector in a room at least 1 metre away from a fuel-burning appliance, such as a boiler or log burner, or in a central location, such as a hallway or a landing.

Smoke Detector

Smoke detectors should be fitted as close to the centre of the room as possible, but at least 30cm away from any wall or light fitting.

If your home is on one level, you should fit the alarm in the hallway between the living and sleeping areas. If you have one smoke alarm and live in a two or three storey house, put it where you can hear it whilst you are asleep – ideally on the ceiling at the top of the stairs leading to the bedrooms.

Smoke and heat detectors are NOT installed to meet UK Building Regulation Standards which amongst other requirements require a permanent electric power supply. Building Regulations vary throughout the UK and we advise you to take necessary precautions to install separate fire alarm systems.

Alert Button \ Pendant

A fixed alert button can be fitted in locations where the need to alert someone of an event is required such as an elderly relative.

Wristbands or pendants can be worn by the user and are ideal for seeking assistance in the case of a fall.

These events will send a notification to the selected users, via email or push notification, for action to be taken. Include a camera within your system to verify a fall.

Indoor & Outdoor Cameras

Indoor and outdoor cameras can be used to capture high quality video, be alerted to movement or alarm activations instantly via the mobile app using video analytics.

Fully encrypted clips can be stored in the cloud providing a backup of all events.

Requires 230V mains power and ideally placed within 2.8m of a wall socket.

Cameras require a minimum upload speed of 500kbps, This can be checked at the required installation location using tools such as speedtest.net or speedof.me.

A good wifi signal is also required at the location of the camera. Wifi signal is measured in dBm (decibel-milliwatts), you will need a signal at least -67dBm, with an ideal being above -60dBm. Mobile apps are available, such as wifi analyzer to allow you to measure wifi signal strength and upload speeds.

A maximum of 4 video devices can be associated with your system.

Video Doorbell

The video doorbell allows you to speak to visitors even when you are away from home.

Doorbell requires power to the fitted location, Power supply not included as standard
Operational range is 8-36VAC, 10VA or 12VDC 0.5 to 1.0A
The video doorbell requires a minimum upload speed of 2mbps. This can be checked at the required installation location using tools such as speedtest.net or speedof.me.

A good wifi signal is also required at the location of the camera. Wifi signal is measured in dBm (decibel-milliwatts), you will need a signal at least -67dBm, with an ideal being above -60dBm. Mobile apps are available, such as wifi analyzer to allow you to measure wifi signal strength and upload speeds.

A maximum of 4 video devices can be associated with your system.

Smart Bulbs

Available as white or multi-colour, the smart bulb allows you to automate your home with different coloured lighting to suit the mood or have your lights come on or off at appropriate times. They can act an effective deterrent if you are away from home to give the impression of someone being in the house.

Smart Plug

Your smart plug can be used to control appliances around the home such as a lamp, TV and hair straighteners.

Simply unplug the appliance from the wall, plug in the smart plug and then plug your appliance into the smart plug. Rated 13A.

System setup & configuration

How long will the installation take?

This will depend on how many additional items have been purchased, but our starter kits should be installed within 1 to 2 hours.

What tools will I need to complete the installation myself?

Installation is simple and intended to be 'do it yourself'.

All you will need is a small screwdriver to complete the installation. The system is completely wireless, apart from power requirements for the hub and cameras, and all sensors are supplied with self adhesive pads for securing to walls, doors and windows.

Which devices can I setup myself?

During the initial setup of your system, the following devices can be added and configured using our step-by-step online guide:

Motion Sensor
Door\Window Sensor
Keypad
Keyfob
Smoke Sensor
CO Sensor
Smart Plug

Once your system is setup, you can add the following devices to your system using the app at anytime.

Indoor Camera
Outdoor Camera
Video Doorbell
Smart Bulb
Smart Plug

If you already have a system setup and you would like to add any of the following devices, please contact our Customer Services team on 0800 004 999. (Monday to Friday, 8am to 8pm).

Motion Sensor
Door\Window Sensor
Keypad
Keyfob
Smoke Sensor
CO Sensor

To add the Alert Button or the Alert Wristband/Pendant, please contact our Customer Services team who will be able to assist you over the phone on 0800 004 999 (Monday to Friday, 8am - 8pm).

Where can I get technical assistance?

Your account includes full access to online support and knowledge base information. You can access it by logging into your account on the website (www.alarm.com/login), selecting the ? in the upper right, and then clicking on "Help Documentation."

You can also raise a support ticket from this location to ask us a question directly.

We are also available Monday to Friday, 8am-8pm to assist you via telephone on 0800 004999. Or email us at enquiries@protectmyproperty.co.uk or via the "Live Chat" option on our website.

How do I add additional purchased devices to an existing system?

For security and safety devices, please contact our customer service centre for assistance with the setup, we are available mon-fri 8am to 8pm on 0800 004 999.

For automation and video devices access the setup wizard via the "Add Device" section of the menu within the mobile app.

Please contact us should you have any problems with the setup of your equipment.

How do I achieve the best results when using video analytics?

Camera position, angle, and distance requirements

1. Position the camera so that targets can be fully seen inside the camera’s field of view and not farther than 25 feet away (15 feet at night).
2. The camera should be positioned 8-16 feet above the ground, angled downward between 30°-60°.
o This recommended angle provides for an ideal field of view while avoiding clouds and trees. Video Analytics is designed to work with an angled-down perspective; not horizontal, and not top-down.
o The horizon line should be as level as possible with the ground at the bottom of the image.

Important: Mount the camera in such a way that a vehicle’s headlights do not shine directly into the camera, affecting exposure and IR settings.

3. Verify that the camera is clearly facing the ground or floor of the area being monitored.
o Video Analytics operates by tracking a target’s feet or a vehicle’s wheels.
4. Be aware of any bright lights (i.e., motion-triggered floodlights) near the camera that may attract insects or affect exposure and IR settings.
o Avoid reflective surfaces (i.e. overhangs/eaves, walls, etc) that will reflect IR lights at night. Will make it difficult to see objects further away as reflective surfaces become overexposed.
5. If the camera is re positioned, recreate all of the rules and re-calibrate the camera.

Orders & delivery

When will my delivery arrive?

Once your order is accepted you will receive a welcome email from us with your account details.

Your order will be dispatched and should usually arrive within 5 working days via a 3rd party delivery service, Tracking information will be emailed to you.

If we are experiencing any issues with delivery, or your order is going to take longer than expected to process we will keep you informed.

Can I change my mind?

You can change your mind as long as you notify us within 14 days of receipt of your goods.

To be eligible for a full refund your items must be returned within 14 days of notifying us, and must be unused and in the same condition that you received them.

See full T&Cs for more information

What are Futurepay payments and how do they work?

The costs of your subscription recurring payments are made through WorldPay http://www.worldpay.com/uk and through a service called FuturePay. This is an internet-based equivalent of traditional standing order and direct debit facilities.

With Futurepay, you arrange to get funds debited from your card, rather than from your bank account.
Once an agreement is created, you can view payments in the Shopper Management System (SMS) on the WorldPay website.

To login to the Shopper Management System, please see this guide
http://support.worldpay.com/support/shopper/kb/shoppermanagementsystem/sms3100.html

Please note, any contract is between you and Protect My Property Service Limited rather than with WorldPay.

How often are Futurepay payments made?

Future Payments made with Protect My Property Service Limited will be made in monthly installments for a minimum of 24 months and thereafter until you cancel your agreement with us, The monthly fee for your subscription will be detailed on your order confirmation and can also be found on the subscriptions page of our website

Troubleshooting

Where can I get technical assistance?

Your account includes full access to online support and knowledge base information. You can access it by logging into your account on the website (www.alarm.com/login), selecting the ? in the upper right, and then clicking on "Help Documentation."

You can also raise a support ticket from this location to ask us a question directly.

We are also available Monday to Friday, 8am-8pm to assist you via telephone on 0800 004999. Or email us at enquiries@protectmyproperty.co.uk or via the "Live Chat" option on our website.

My motion sensors are not activating the alarm in part set?

As default motion sensors are set to be active for full set only, meaning you are free to part set the system whilst at home and have free movement throughout the property whilst any external windows\doors remain protected.

It is possible to change this to have the sensors active at all times, please contact us should you wish to have the configuration of your system altered.

My motion sensors are not activating the alarm?

Check the motion sensor is mounted at the correct height (2m) and is not obstructed by any objects, the pet immune feature of the sensor also means in small rooms the pattern of coverage may be impacted and prevent the sensor picking up normal movement. Consider relocating your sensor for better coverage.

The sensor works in full set but not part set?

As default motion sensors are set to be active for full set only, meaning you are free to part set the system whilst at home and have free movement throughout the property whilst any external windows\doors remain protected.

It is possible to change this to have the sensors active at all times, please contact us should you wish to have the configuration of your system altered.

How do I achieve the best results when using video analytics?

Camera position, angle, and distance requirements

1. Position the camera so that targets can be fully seen inside the camera’s field of view and not farther than 25 feet away (15 feet at night).
2. The camera should be positioned 8-16 feet above the ground, angled downward between 30°-60°.
o This recommended angle provides for an ideal field of view while avoiding clouds and trees. Video Analytics is designed to work with an angled-down perspective; not horizontal, and not top-down.
o The horizon line should be as level as possible with the ground at the bottom of the image.

Important: Mount the camera in such a way that a vehicle’s headlights do not shine directly into the camera, affecting exposure and IR settings.

3. Verify that the camera is clearly facing the ground or floor of the area being monitored.
o Video Analytics operates by tracking a target’s feet or a vehicle’s wheels.
4. Be aware of any bright lights (i.e., motion-triggered floodlights) near the camera that may attract insects or affect exposure and IR settings.
o Avoid reflective surfaces (i.e. overhangs/eaves, walls, etc) that will reflect IR lights at night. Will make it difficult to see objects further away as reflective surfaces become overexposed.
5. If the camera is re positioned, recreate all of the rules and re-calibrate the camera.

My lock is not connecting to the smart hub?

Our smart hub supports the zwave version of the Danalock V3 only, please check that you have the correct lock.

If you still have problems please contact us for further support

What happens if my home broadband fails?

The system incorporates a mobile network SIM card providing dual path signalling at all times, meaning you are still protected in the event of a broadband failure.

What happens if there is a power cut at my home?

The main hub has an internal backup battery providing power for 12 hours in the event of a mains fail. Please note that mains powered cameras do not have a backup facility and will not work during a power cut.

Your account & subscription

Your account

Once you have purchased your equipment you will receive an email from us with a link to commence the installation, once you have received your product following this link will guide you through the process step by step and complete the creation of your account giving you a username and password. This can be accessed in the future from www.alarm.com/login

How long does my subscription last?

Your subscription carries no long-term commitment and can be cancelled at any time by giving us 30 days notice.

You can upgrade or downgrade your subscription at any time giving 30 days notice and your payments will be adjusted accordingly.

Please note that the majority of features require the monthly subscription and will cease to operate should you cancel

Please see our terms and conditions for more information.

Where can I get the app?

The app is freely available from the Google Play Store and Apple App Store , you should search for "Alarm.com".

Once downloaded you are able to "take a tour" to see some of the benefits of using this app.

To fully use the app, your system will need to be setup and you will need your username and password.

I can't see the audio integration option within my app?

Please call us or raise a support ticket to have this checked and enabled on your account

My app does not show the Video or Automation features?

These features require the relevant subscription, please check you have purchased the correct subscription for this.

Video features are included with the Aware and Dynamic packages whilst Automation is included with Active and Dynamic.

If you have the correct subscription but still do not see these features please call us or raise a support ticket to have this checked and enabled on your account

My app does not show the Locks features?

These features require the relevant subscription, please check you have purchased the correct subscription for this.

Automated locks are included with our Automation packages, Active and Dynamic.

If you have the correct subscription but still do not see these features please call us or raise a support ticket to have this checked and enabled on your account

What happens if I cancel my subscription?

If you cancel your subscription, the interactive services supplied and managed via our servers will cease to function. This means that:

You will lose access to the mobile app and web browser
Your security system will become a bells-only alarm meaning you will no longer receive notifications of alarms or events, A keypad or keyfob would be required to operate your system
You will lose access to all live camera views and access to recorded clips
Home automation will continue with last programmed settings only, no further changes are possible
You will lose access to the online knowledge base and customer support

My data

Where is my data held?

Information needed for us to administer your contract is securely held by Protect My Property on our own systems in the UK.

Account and configuration information entered into your smart homes system along with historical data such as alarm activation's and video clips is held within your system and within alarm.com servers

How can I access my data?

Under current data protection laws you can make a subject access request in respect of any of your personal data. All such requests should be made in writing to enquiries@protectmyproperty.co.uk

How secure is my information?

Alarm.com uses a trusted third party for Secure Sockets Layer connection between the customer and Alarm.com interfaces. The certificate requires that the user be authenticated. Secure cookies are used to store timeout and validation information about the session. All data passed through the Secure Sockets and all passwords are one way encrypted.

Alarm.com has security measures in place to protect the loss, misuse, and alteration of customer information. We protect customer information through a unique username and password, and we protect certain sensitive communications with our website through server authentication and secure connections.

The Alarm.com customer app has added protections such as number passcodes and fingerprint identification on compatible devices.

Our own contract management systems are run on secure servers with access restricted to authorised individuals.

Further information on data security and privacy can be found as follows:

www.protectmyproperty.co.uk/privacy-policy

https://international.alarm.com/privacy-policy/

How can I delete my data?

Some data you can delete yourself (for example clips recorded by your video cameras) Other data may be essential in order to maintain your system account and functionality or for us to administer your contract.

If you have any queries in this respect we would encourage you to write to us at enquiries@propertmyproperty.co.uk

Learn more

How can I delete my data?

Some data you can delete yourself (for example clips recorded by your video cameras) Other data may be essential in order to maintain your system account and functionality or for us to administer your contract.

If you have any queries in this respect we would encourage you to write to us at enquiries@propertmyproperty.co.uk

How secure is my information?

Alarm.com uses a trusted third party for Secure Sockets Layer connection between the customer and Alarm.com interfaces. The certificate requires that the user be authenticated. Secure cookies are used to store timeout and validation information about the session. All data passed through the Secure Sockets and all passwords are one way encrypted.

Alarm.com has security measures in place to protect the loss, misuse, and alteration of customer information. We protect customer information through a unique username and password, and we protect certain sensitive communications with our website through server authentication and secure connections.

The Alarm.com customer app has added protections such as number passcodes and fingerprint identification on compatible devices.

Our own contract management systems are run on secure servers with access restricted to authorised individuals.

Further information on data security and privacy can be found as follows:

www.protectmyproperty.co.uk/privacy-policy

https://international.alarm.com/privacy-policy/

How can I access my data?

Under current data protection laws you can make a subject access request in respect of any of your personal data. All such requests should be made in writing to enquiries@protectmyproperty.co.uk

Where is my data held?

Information needed for us to administer your contract is securely held by Protect My Property on our own systems in the UK.

Account and configuration information entered into your smart homes system along with historical data such as alarm activation's and video clips is held within your system and within alarm.com servers

What happens if there is a power cut at my home?

The main hub has an internal backup battery providing power for 12 hours in the event of a mains fail. Please note that mains powered cameras do not have a backup facility and will not work during a power cut.

What happens if my home broadband fails?

The system incorporates a mobile network SIM card providing dual path signalling at all times, meaning you are still protected in the event of a broadband failure.

My lock is not connecting to the smart hub?

Our smart hub supports the zwave version of the Danalock V3 only, please check that you have the correct lock.

If you still have problems please contact us for further support

How do I achieve the best results when using video analytics?

Camera position, angle, and distance requirements

1. Position the camera so that targets can be fully seen inside the camera’s field of view and not farther than 25 feet away (15 feet at night).
2. The camera should be positioned 8-16 feet above the ground, angled downward between 30°-60°.
o This recommended angle provides for an ideal field of view while avoiding clouds and trees. Video Analytics is designed to work with an angled-down perspective; not horizontal, and not top-down.
o The horizon line should be as level as possible with the ground at the bottom of the image.

Important: Mount the camera in such a way that a vehicle’s headlights do not shine directly into the camera, affecting exposure and IR settings.

3. Verify that the camera is clearly facing the ground or floor of the area being monitored.
o Video Analytics operates by tracking a target’s feet or a vehicle’s wheels.
4. Be aware of any bright lights (i.e., motion-triggered floodlights) near the camera that may attract insects or affect exposure and IR settings.
o Avoid reflective surfaces (i.e. overhangs/eaves, walls, etc) that will reflect IR lights at night. Will make it difficult to see objects further away as reflective surfaces become overexposed.
5. If the camera is re positioned, recreate all of the rules and re-calibrate the camera.

My motion sensors are not activating the alarm?

Check the motion sensor is mounted at the correct height (2m) and is not obstructed by any objects, the pet immune feature of the sensor also means in small rooms the pattern of coverage may be impacted and prevent the sensor picking up normal movement. Consider relocating your sensor for better coverage.

The sensor works in full set but not part set?

As default motion sensors are set to be active for full set only, meaning you are free to part set the system whilst at home and have free movement throughout the property whilst any external windows\doors remain protected.

It is possible to change this to have the sensors active at all times, please contact us should you wish to have the configuration of your system altered.

What are the benefits of a Halo Smart Home system?

A complete smart solution all managed from one app, with regular feature and firmware updates and no long-term commitment.

24/7 self monitoring of your security, automation and video of your home.

Real-time notifications if your security alarm is triggered so you always know what’s happening in your home, with the ability to remotely arm or disarm the system.

Extra peace of mind with motion sensors that send an alert to your phone if movement is detected inside your home.

Geo-fencing sends a reminder if your phone leaves your home and the property has not been armed.

Unique pin numbers (i.e. you can provide visitors with a unique, one-off code to access your house if you are not home).

Save money on lighting bills by remotely turning off forgotten lights after you have left the home or business.

Control your lights with smart plugs, so they automatically turn on when you walk in the door.

Set schedules for your lights to come on and off to give the impression that someone is home when you’re on holiday.

Wireless installation and constant dual communications mean that if your power or broadband fails, your system will still work.

How reliable is the system?

Unlike other systems that share a phone line, our Smart Home system uses a dedicated, secure mobile network connection alongside an ethernet connection to your broadband to provide reliable and uninterrupted service for your critical security messages. This also means that there is no physical phone line exposed on the outside of your house that could be cut and compromise your system.

Your system will communicate even if the power is out, or the Internet or broadband is down.

If your panel is tampered with or destroyed, still sends a notification, thanks to our Crash and Smash protection provided by the mobile network and backup battery in the system.

Can I try the app without purchasing?

Unfortunately an account is needed to get full functionality, however the app is freely available from the Google Play Store and Apple App Store.

What are the minimum requirements for purchasing and using the system?

You need to:

be over 18
be a resident of England, Scotland or Wales
pass a credit check if we run one
pay the monthly fee by recurring card payment (FuturePay)
have the consent of the property owner, if that’s not you

What are the minimum technical requirements?

Smart home hub

24/7 access to broadband internet that is WiFi enabled
a good mobile network coverage
a spare ethernet socket within one metre
a spare power socket within one metre
cameras & video doorbells:

spare power socket within 2.8 metres of the install location of each camera with a good Wi-Fi signal strength and minimum upload speed of 500 kbps
a good Wi-Fi signal with minimum 2 Mbps upload speed at the install location of the doorbell
a working mains-powered door chime with a 12VDC, 1 amp output and wiring to doorbell location (Seperate PSU available with 1.5m cable length)
please visit the ICO website and check any registration requirements for cameras and/or video doorbell at https://ico.org.uk/your-data-matters/domestic-cctv-systems-guidance-for-people-using-cctv/

What are the wifi and speed requirements for the video cameras?

Internal and outdoor cameras require a minimum upload speed of 500kbps, the video doorbell requires 2mbps. This can be checked at the required installation location using tools such as speedtest.net or speedof.me.

A good wifi signal is also required at the location of the camera. Wifi signal is measured in dBm (decibel-milliwatts), you will need a signal at least -67dBm, with an ideal being above -60dBm. Mobile apps are available, such as wifi analyzer to allow you to measure wifi signal strength and upload speeds.

Can I have professional monitoring with police response?

No, this product is designed to be self monitored via the mobile app using push notifications and emails.

We can offer traditional security systems with this option, please visit www.protectmyproperty.co.uk or contact us for more details

Can I set the system up myself?

Yes! The system is designed to be installed easily at your own convenience and couldn't be simpler.

On receipt of your equipment you can begin the installation process, this is achieved via an online step-by-step wizard process that is initiated by clicking the link within your welcome email.

All you will need to complete the installation is a screwdriver, all devices are attached using 3M sticky pads and powered devices are supplied with a plug in power supply (except the video doorbell).

External cameras require a little more complex installation and will require running power cables to the exterior of your property and drilling suitable holes.

Support is available via the online knowledge base or from our customer service department.

What if I have pets?

All motion sensors are pet friendly for animals who weigh up to 25kg within a 7m range, and the detector mounted at 2m high.

What if I do not feel comfortable setting the system up myself?

This is not a problem, if you do not have time or do not feel comfortable doing this then we can help.

If you would prefer us to setup the system for you we can do this for a fixed fee of £120.

Our experienced professionals will arrive on the allocated date to setup and demo the product you have purchased.

Just add the professional setup product to your cart before checkout

Note the product will be delivered prior to the installation date.

Do your smoke detectors conform to building regulations?

Smoke and heat detectors are NOT installed to meet UK Building Regulation Standards which among other requirements require a permanent electric power supply. Building Regulations vary throughout the UK and we advise you to take necessary precautions to install separate fire alarm systems.

I already have one of your Smart Home systems, can I purchase additional items?

Yes, just log on to your account section from our web page to allow you to access our shop where you can browse all of the available products and make your purchase.

Safety and Security devices will require the support of our Customer Service Centre to add to your account, Video and Automation devices can be added via the "Add Device" section of the mobile app

Please note certain products may require an upgrade to your subscription package in order to function with your system.

What is the warranty period of your products?

All of your products will be covered for 12 months from date of receipt.

How are the systems monitored?

Unlike traditional systems that typically only alerted you if the alarm went off, our Smart Home systems monitor the activity across your home’s sensors 24/7, whether your system is armed or not. This means your system can be useful in emergency and non-emergency events.

All the signals from the security system are sent over a dedicated secure mobile network connection for fast and reliable communication.

Non-emergency alerts are processed and sent out based on the rules that you define. For example, you may choose to get an alert when the front door opens between 12-2pm so you know the dog walker showed up.

What smart lock is compatible and where can I purchase it?

Our Smart Homes system support Danalock V3 Z-Wave locks.

The lock is available is a range of sizes and colours and is designed to fit standard sized and composite doors using the euro barrel lock design.

You can purchase the Ultion SMART version of this lock here, using code "zwaveswitch" at checkout to ensure you receive the version that is compatible with the Smart Homes system.

What if I move home?

The beauty of this kit is that it is portable and completely wireless meaning if you move home, you can take it with you. Please just remember to advise us of your new address.