Frequently Asked Questions

How do I arm and disarm my system?

  • For Lynx or Lyric Systems:

    To Arm:
    In security settings, touch Arm Away Mode then enter your four (4) digit code. This arms the entire system.
    In security settings, touch Arm Stay Mode then enter your four (4) digit code. This arms only the perimeter of the residence or building.
    To Disarm:
    In security settings, touch Disarm System and enter four (4) digit code.
    To Reset After An Alarm:
    Disarm the system then enter your four (4) digit code twice.

    Signal Explanation Chart >

  • For Keypad Systems:

    To Arm:
    Enter your four (4) digit code and press the number 2, 3, or 7:
    #2 If you are leaving the House (Everything is on)
    #3 If you are staying in the House (No Motion Detectors)
    #7 If you are staying in the House (No Motion Detectors or Delay on Doors)
    To Turn Off Your System:
    Enter your four (4) digit code then press the number 1.
    To Reset Your System After An Alarm:
    Enter your four (4) digit code then press the number 1. THIS MUST BE DONE TWICE.
    To Bypass A Zone:
    Enter your four (4) digit code then press 6, then enter the two-digit zone number.
    To Find Faulted Zone:
    Press the * button. The Faulted Zone will be displayed.
    To Turn On The Chime Mode:
    Enter your four (4) digit code then the number 9.
    To Turn Off The Chime Mode:
    Enter your four (4) digit code then the number 9.

    Signal Explanation Chart >

General

  • I was routed to you through My Alarm Center. What is SCAN’s local phone number?

    SCAN’s local number is 631.537.7600.

  • Who do I call in an emergency?

    In case of medical emergencies, or if you are in danger, please dial 911.

    If you are experiencing an emergency regarding your SCAN system, please dial our local number, 631.537.7600, option 8. You will be routed to our call center, where a representative will take a brief message (asking for your name, address, and phone number and summary of your problem) and will forward it to an emergency technician. It does not cost anything to speak with the technician. If you require a service call, there will be a $250 charge.

Billing

  • How can I pay my bill?

    We offer three bill-pay options:

    1. You can pay your bill online. Please locate your account number, which can be found on your invoice. It will either start with “6804” or “91.” Then, proceed to our website and click the “Bill Pay” button in the upper right-hand corner. When prompted for sign in details, click “Setup New Account.” Refer to your invoice for your Customer Number and fill in all other fields with the appropriate information. Click “Create Account.” If you have trouble with the form or cannot locate your account number, please call 631.537.7600 for assistance.
    2. Please note, if you had online bill pay set up through our old website, your billing details did not carry over to our new site. Please follow the instructions above.
    3. Call us at 631.537.7600 to make a payment over the phone. You’ll need a credit card or a checking account number.
    4. Mail in a check with your invoice, or enter your credit card information on the back of the remittance ticket on your invoice.
  • I signed up for email statements and I am still receiving paper statements. How can I request paperless billing?

    Please call us at 631.537.7600 and we can adjust your account.

  • I signed up for email statements, but would like to continue to receive paper statements as well. Can I receive both emailed and physical invoices?

    Yes. Please call us at 631.537.7600 and we can adjust your account.

Account

  • I need to change information on my account. How can I do so?

    If you need to change any account-related information, including your alarm passcode, passwords, and emergency call lists, you must do so in writing/email. Please contact the local office for assistance.

  • Why do I need to submit any changes to my account in writing?

    We need all account changes in writing for legal reasons.

  • How can I cancel my account?

    We are sorry to hear you’d like to cancel. Please call us at 631.537.7600 to proceed.

  • I need a certificate of insurance for my homeowner’s insurance. Can you provide one?

    Yes. Please send your name, address, homeowner’s insurance company name, and insurance company email or fax to billing@scansecurity.net. Your request will be responded to in 24-48 hours.

  • What discounts or promotions are available to me?

    Please call us at 631.537.7600 to see if we have any current promotions available.

System-Related Questions

  • How do I connect to Total Connect on my new phone?

    Download the current Total Connect app on your new phone. If you had the app downloaded on your previous phone, the user name and password should remain the same.

  • How do I reset my alarm system after an alarm activation?

    If an alarm goes off at your home, and the zone still shows in the panel, simply enter your code and press 1. Do this twice. There should be a beep each time. This should clear the zone. If the zone still shows, please contact service.

  • How do I clear a communication failure on my keypad after a power failure?

    For some systems, putting your account on test and trying to send in a signal will do. For others, you may have to power your system down, then power it up again.

  • How do I change my code for my keypad?

    Please call us at 631.537.7600 and we can walk you through the process.

  • How do I connect to my cameras on my phone?

    Please call us at 631.537.7600 and we can walk you through the process.

  • How do I review events on my DVR?

    Please call us at 631.537.7600 and we can walk you through the process.

  • What does it mean if my panel reads “comm failure”?

    Comm failure on your keypad means that your system isn’t able to communicate with us through your phone line (if you have a digital account) or through your internet/cellular service (if you have a radio account). Troubleshoot by contacting your phone or internet provider. If the problem persists afterwards, please contact us at 631.537.7600.

  • What does it mean if my panel reads “TNR” or “Test Timer Not Received”?

    TNR or Test Timer Not Received means your system was unable to send out its daily/weekly/monthly test to let us know your system is active. This test would be sent through your phone line (if you have a digital account) or through your internet/cellular service (if you have a radio account). Troubleshoot by contacting your phone or internet provider. If the problem persists afterwards, please contact us at 631.537.7600.

  • What does it mean if my panel reads “loss of supervision”?

    Your panel will read “loss of supervision” when a device is unable to connect to the system. Devices typically check in several times a day to let the system itself know that they’re ok. If a device is disconnected, the battery starts to die or the device itself starts to go bad, it might send a “loss of supervision” signal.

  • What does it mean if my panel reads “EMF low battery”?

    EMF low battery means your system’s battery (the backup battery on your system that is used if your power goes out) is low. This could mean that the power in your house is out and your backup battery is running low, OR that the backup battery is losing its charge and should be replaced.

  • How do I sync users and systems in Total Connect?

    Syncing users/systems in Total Connect varies between devices.

    On an iPhone, tap the 3 lines on the bottom of the screen > settings > my location > scroll down until you see Sync User/Panel. Always sync users first, followed by panel.

    On an iPad, find My Locations, then sync Users/Panel.

    On an Android, find My Locations, then sync Users/Panel after scrolling down.

  • How do I add/delete codes on my panel?

    Please call us at 631.537.7600 and we can walk you through the process.

  • Why do I need to put things on test with the monitoring station? And how do I do it?

    It is best practice, when doing anything other than arming/disarming your system or bypassing a zone, to put it on test to avoid any system issues or false alarms. To do so, call the monitoring center at 800.434.4000, option 1. Tell them you are currently trying to change something on your system and want to put it on test. They will ask for your passcode (either your 4-digit code or a password) and ask how long you will need to put it on test for. Please be aware we can only put systems on test for 2 months at a time.

  • What are communications paths and which one do I have?

    Communication paths determine how the system sends us signals. If your system is set up on a hardwired landline at your home, you have a digital communication path. If your system is set up via your cellular or internet service, you have a radio communication path.

  • How do low temperature sensors work?

    Low temperature sensors send a notification when the temperature drops below 45 (default setting). If the default temperature is changed, a false alarm could be triggered.

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