What to Expect as a New Frontpoint Customer

About Frontpoint
Welcome to the Frontpoint Family! Frontpoint Security was founded in 2007 by two entrepreneurs that teamed up with a long-standing security professional with the goal of revolutionizing the home security industry. Based in Northern Virginia, just outside our nation’s capital, the company quickly gained nationwide recognition for its innovative approach to home security and commitment to white glove customer service. Over the years, Frontpoint has continued to innovate as a leader in the DIY home security business for over 15 years. Frontpoint offers advanced smart home integration and a range of security solutions to meet the evolving needs of homeowners. And while Frontpoint has grown and changed over the years, the company maintains a small business feel, with a long-tenured team that knows one another and our customers by first name. Today, Frontpoint Security remains a leader in the industry, known for its reliable, user-friendly security systems and dedication to customer satisfaction.

Beginning October 31st, 2024, each of the Five Smooth Stones security accounts in the Orlando area will be monitored, managed, and supported by Frontpoint Security. We would like to welcome you to Frontpoint and assure you that your safety and satisfaction is our top priority! By entrusting us with your account, you will continue to receive the personalized support you are accustomed to but with the resources of a larger company to ensure all your needs are met.

This article will provide you with all of the important details regarding what you can expect as a member of the Frontpoint Family.

Billing
We will be taking over your monthly billing on December 15th, 2024. You may see a temporary balance on your account as we begin processing your first payment, but rest assured that your account is in good standing. Beginning January 1st, your monthly service charge will be billed automatically to the credit, debit, or checking account on file on the first day of each month. Please allow an additional 1-5 business days for your financial institution to process this charge. There’s no need to reach out to us with your billing information, but we are always happy to answer any questions you may have.

Frontpoint proudly utilizes paperless billing for all monthly payments and equipment purchases.

Your monthly service charge is billed automatically to the credit, debit or checking account on file on the first day of each month. Please allow an additional 1-5 business days for your financial institution to process this charge.

If you have a checking account set up for your monthly service charge, a default credit or debit card will be required to process any future one-time equipment purchases.

If you wish to pay your monthly dues with a check, please send your payment to the address below. The check should be made out to “Frontpoint”.

Frontpoint Security Solution, LLC
P.O. Box 49018
Baltimore, MD 21297-4918

The Alarm.com App & The Frontpoint App
Frontpoint is a long-time, proud partner of Alarm.com. This means your Alarm.com app and system will maintain all the features you are accustomed to using and have come to love. You may continue using your same login and password when logging into the Alarm.com app to monitor and manage your system. However, if you wish to experience features unique to Frontpoint, we encourage you to download the Frontpoint app using the links included below.

To download the Frontpoint app:

Apple: https://itunes.apple.com/us/app/frontpoint/id945797198?mt=8

Android: https://play.google.com/store/apps/details?id=com.alarm.alarmmobile.android.frontpoint&hl=en

If you elect to continue using the Alarm.com app, you will notice small changes to the logo within the app. See image below:

The Frontpoint app has custom features to improve your overall experience as a Frontpoint customer. Here are a few things that can only be found in the Frontpoint app:

• Manage account details like billing information and account addresses

• Enroll new products with ease using the Frontpoint guided wizard

• Adjust your monitoring station settings

• Register your pets for Emergency Responder Pet Awareness

• Share relevant medical information to ensure responding EMS can provide appropriate care upon arrival

• Access new, exclusive features like the Frontpoint Personal Safety Button

Your Monitoring Station
As a part of this transition, monitored accounts will now be serviced by Frontpoint as well. You will receive the same level of support and assistance from our monitoring station. All of your account details and settings have been transferred over from CMS monitoring, so no action is needed from you. We only recommend saving the number 833-700-0212 in your phone as “Frontpoint Alarm”. This helps ensure you always answer our calls in the event of an alarm or emergency.

Customer Support

When contacting Frontpoint's Support Team, we ask every customer for the account passcode before we review anything specific to that account and customer. You may be more familiar with this being called your password. This is also known as the secret word or phrase used by the monitoring station in the event of an emergency. We ask for this word or phrase to ensure we keep your information private and secure. No account changes can be made without providing your passcode/password.

Our dedicated team of knowledgeable, friendly and long-tenured Product Support Specialists are available to assist you at a moment's notice. No request or question is too big or too small for our team, and we take pride in going above and beyond for every customer. If you need any assistance:

Guided Support: Please visit help.frontpointsecurity.com to use our robust AI-guided support center.

Phone Support: Please call 844-344-7888. Our hours of operation are as follows:

Monday - Friday
8 a.m. - 11 p.m. Eastern

Saturday - Sunday
10 a.m. - 7 p.m. Eastern