FAQs

   SYSTEM OVERVIEW   RESOURCE CENTER   BLOG   VIDEOS 

 

General System


  • Q

    What are the passcode and master code used for?

  • A

    Your passcode is a word or phrase used to verify your identity when an alarm is triggered or when speaking with JAQX about your account.

    Your master code is a 4-digit code used to arm or disarm your control panel. (You’ll never be asked for this over the phone.)

Back to Top
  • Q

    What do I do in the event of a false alarm?

  • A

    In the event of a false alarm, please contact our monitoring station at 800.482.9800. You will be asked to provide your passcode before the alarm can be cancelled.

Back to Top
  • Q

    Can I assign multiple user codes?

  • A

    You can assign multiple unique user codes and assign them to specific users. To set them up:

    1. Log into your JAQX customer portal and click on the Contacts tab.
    2. Click the Add a Contact link and enter the required infromation about the new user and click Save.

Back to Top

General Equipment


  • Q

    What batteries are needed for each piece of equipment?

  • A

    All battery types and other technical information for each piece of equipment can be found in the user manuals included with your package. You can also download the user manuals for all our products in the Resource Center.

Back to Top
  • Q

    What are the models of Z-wave equipment that JAQX supports?

  • A

    Supported Z-wave equipment and specifications are always changing. If you have questions about Z-wave equipment and its compatibility with your JAQX system, contact Customer Support to learn more.

Back to Top
  • Q

    How can I name my sensors?

  • A

    Contact Customer Support for assistance.

Back to Top

General Policies


  • Q

    How do I know if my alarm system will need a permit?

  • A

    Check with your local government for alarm permit requirements. In many cases, the application for permit can be dowloaded directly from their website.

Back to Top
  • Q

    How exactly does your 30-day, money back trial work?

  • A

    From the day you receive your new system, you’ll have 30 days to try it out and determine that it’s a good fit for you. If this isn’t the case, you’re able to return it using a free shipping label and we’ll refund anything you paid for equipment and monitoring.

Back to Top
  • Q

    Does your system come with a warranty?

  • A

    Yes, all security equipment sold by JAQX comes with a fiver-year warranty. If one of your sensors isn’t working properly, please let us know. We’ll troubleshoot the equipment with you to ensure your system is working correctly. If it’s deemed necessary, we’ll replace the equipment free of charge.

Back to Top
  • Q

    How does billing work with your company?

  • A

    We bill via credit card or checking account every month based on the date your initial system was shipped from our fulfillment center. Every bank is different, so your bank may take a few additional days to process the charge. We require you to keep a valid form of payment on file for monthly billing.

Back to Top
  • Q

    How do I update my billing information?

  • A

    Call Customer Support to update billing information. They will ask you for you passcode to verify your identity and proceed with updating your account.

Back to Top
  • Q

    How do I order new equipment from JAQX?

  • A

    Visit jaqxsmart.com and login to your customer account. You’ll be able to order directly from the website or you can call Customer Support to order new equipment. They will make sure your system is ready for additional equipment and place the order for you.

Back to Top
  • Q

    What if I want to cancel my service?

  • A

    If you’re considering cancelling your service, contact Customer Support to discuss options.

Back to Top

JAQX Smart Hub


  • Q

    Where is the best location to place the Smart Hub in my home?

  • A

    Place your JAQX Smart Hub on a counter, tabletop or shelf in a location closest to your home router. Avoid placing within 4 feet of other electronic devices or large metallic objects such as a refrigerator, TV or washing machine.

Back to Top
  • Q

    What does it mean when my panel settings says “Low Battery”?

  • A

    This likely means your Smart Hub was unplugged from the AC power for some reason for an extended period of time. This is not an alarm signal and is not urgent, but it is something you will want to contact Customer Support about to check if your battery is functioning properly.

    If your Smart Hub has recently been unplugged or experienced a power outage, wait 24 hours and leave your Smart Hub plugged in. If you are still seeing that low battery message, please contact Customer Support.

Back to Top
  • Q

    What is global chime and how do I turn it of?

  • A

    A global chime is used to alert you when a door or window is opened. To turn on or off your global chime simply log into your account via your smart phone or computer and within the “settings” tab you can tap on the global chime button to the desired setting.

Back to Top
  • Q

    What is “Stay” and “Away” modes?

  • A

    “Stay” refers to the arming mode you’d use when you’re remaining in your home, such as at night. When armed in Stay mode, only your Door and Window Sensors will be armed.

    “Away” refers to the arming mode you’d use when you leave the home, like when you go to work. All sensors, including Motion, Door and Window, and Glass Break Sensors are armed in this mode.

Back to Top
  • Q

    What is the difference between Exit Delay and Entry Delay?

  • A

    Exit Delay is the time you will have between manually arming your system, and leaving your home and having all the doors closed behind you. Entry Delay is the time you have between entering your home and manually disarming your system using the proper code. Each of these times can be adjusted in your JAQX customer portal or by calling our Support team. This way you can give yourself all the time you need to leave or enter your home.

Back to Top

Door and Window Sensor


  • Q

    Where should I place my Door and Window Sensors?

  • A

    Placement information for your Door and Window Sensors and all other equipment can be found here.

Back to Top
  • Q

    What should I do if the magnet and/or transmitter don’t quite fit on my door or window?

  • A

    This is a rare occurrence, but one that will likely require a conversation with a Customer Support Specialist. Contact Customer Support for further insight.

Back to Top
  • Q

    Why doesn’t my system announce or chime when I open a door or window?

  • A

    This could be one of two things: either your chimes are not turned on or there is something causing your sensor to not report whether your door or window is opening and closing properly. If you’ve confirmed that your chimes are on and your panel is announcing other sensors, contact Customer Support for assistance.

Back to Top
  • Q

    What do I do if my system is reporting that my door or window is open, but it is actually closed?

  • A

    This is commonly caused by the sensor and magnet not being placed properly when mounted. They could be too far apart or the arrows on the transmitter and magnet could be misaligned. If you’re having this issue and are unable to determine the exact cause and resolve it, contact Customer Support.

Back to Top

Motion Sensor


  • Q

    What is the best location to place the Motion Sensor?

  • A

    Placement information for your Motion Sensor and all other equipment can be found here.

Back to Top
  • Q

    My Motion Sensor keeps getting triggered when no one is in the room, what should I do?

  • A

    The Motion Sensor detects heat sources, most commonly from a person. Other sources of heat in your home that could trigger your sensor may be pets, heating systems or direct sunlight. If you’re a pet owner, go here.

Back to Top
  • Q

    How do I test my Motion Sensor?

  • A

    Instructions for testing your Motion Sensor can be found here.

Back to Top
  • Q

    Why isn’t the red light on my Motion Sensor coming on?

  • A

    During normal use, the red light will not come on. This is to save battery power. The red light will only come on when testing your sensor.

Back to Top

Smoke and Heat Sensor


  • Q

    Where should I place my Smoke and Heat Sensor?

  • A

    Placement information for your Smoke and Heat Sensor and all other equipment can be found here.

Back to Top
  • Q

    Is my Smoke and Heat Sensor always monitored?

  • A

    Yes. Like all of our Life Safety and Environmental Sensors, your Smoke and Heat Sensor is always monitored, even when your system is disarmed.

Back to Top
  • Q

    What happens if I’m cooking and set off the alarm?

  • A

    Enter your master code into the control panel and contact the monitoring center to cancel the false alarm. Open a window to air out the room.

Back to Top

Carbon Monoxide Sensor


  • Q

    Where should I place my Carbon Monoxide Sensor?

  • A

    Placement information for your Carbon Monoxide Sensor and all other equipment can be found here.

Back to Top
  • Q

    Is my Carbon Monoxide Sensor always monitored?

  • A

    Yes. Like all of our Life Safety and Environmental Sensors, your Carbon Monoxide Sensor is always monitored, even when your system is disarmed.

Back to Top

Key FOB


  • Q

    Do I need to do anything to set up my Keychain Remote?

  • A

    If purchased with your system, your Key FOB will work right out of the box. If purchased at a later date, contact Customer Support for activation.

Back to Top
  • Q

    Will my Keychain Remote work anywhere?

  • A

    Your Keychain Remote operates within 100 feet of your Smart Hub.

Back to Top
  • Q

    Can I set off a panic alarm with my Keychain Remote?

  • A

    Yes, hold the lock and unlock buttons down together for 3 seconds will signal a panic alarm and the police will be sent to your home.

Back to Top

Panic Pendant


  • Q

    Do I need to do anything to set up my Panic Pendant?

  • A

    If purchased with your system, your Panic Pendant is fully operational and ready to use right out of the box. If you purchase at a later date, contact Customer Support to activate.

Back to Top
  • Q

    What happens when I press the button on my Panic Pendant? Can I customize this setting?

  • A

    After a panic alarm, we will call you. If there is no answer, we will send the police. If you wish to change it to a medical response, contact Customer Support.

Back to Top

Wireless Indoor Camera


  • Q

    Where should I place my Wireless Indoor Camera?

  • A

    The camera can be placed on a flat surface in your home or business, facing an area you’d like to keep an eye on. This could include on a bookshelf, countertop or table. It can also be mounted to a wall.

Back to Top
  • Q

    How does my camera connect to the Internet?

  • A

    Your Wireless Indoor Camera connects to the Internet via your home Wi-Fi network. During the setup process, you will provide your home network’s login info, allowing your camera to discover it and connect. Once setup is complete, your camera should be connected to your network and functioning properly.

Back to Top
  • Q

    I’m trying to set up my camera and the light on the front won’t turn solid green. What should I do?

  • A

    In many cases, this can be solved by simply power cycling your camera. For more information on power cycling, please consult the Power Cycle and Reset video on this page.

Back to Top
  • Q

    When I log into JAQX customer portal, I don’t see a Video tab. What should I do?

  • A

    This is a simple setting update we need to make to your service plan. Please call Customer Support so they can make the update.

Back to Top
  • Q

    The setup wizard can’t find my camera. What should I do?

  • A

    First, locate the MAC address on the camera’s label. Type this number into the search field and click the respective Refresh icon. If your device can still not be found, contact Customer Support.

Back to Top
  • Q

    The configuration process failed. What should I do?

  • A

    This could be the result of a variety of factors. To attempt to resolve, first follow the onscreen instructions to retry the process. If this fails, consult the Power Cycle and Reset video and reset your camera. Then start the process over from the beginning. If that is unsuccessful, contact Customer Support.

Back to Top
  • Q

    Scanning for wireless networks was unsuccessful. Should I try again?

  • A


    Attempt to scan for networks again. If still unsuccessful, power cycle the camera. If that fails, contact Customer Support.

Back to Top
  • Q

    What if my camera won’t connect to my Wi-Fi network?

  • A

    This could be due to an incorrect password for your wireless network or certain settings on your router. Check to make sure you’ve entered the correct password. If you’re confident that you did and your camera is still not connecting, contact Customer Support.

Back to Top
  • Q

    I set up my camera successfully, but when I try to view live video on my customer portal, I don’t see anything.

  • A

    This could be due to browser settings and plugin compatibility issues. Try viewing video on your phone or tablet via the JAQX app. If you see video there, follow the onscreen prompts to install the required plugin. If you don’t see video, contact Customer Support.

Back to Top
  • Q

    What if I don’t want my camera to always be recording? Can I pause the live view or recordings?

  • A

    Yes. To pause a live view, press and hold the WPS button for about one second. The status LED light will turn solid blue. This puts your camera into privacy mode.

    To pause recordings, click on the Recording Schedules sub-tab on your MyJAQX.com account and click the On/Off Switch.

Back to Top
  • Q

    What does the WPS button on the side of my camera do?

  • A

    As previously discussed, the WPS button can be used to place the camera in privacy mode. It can also be used as part of an alternative setup method.

Back to Top
  • Q

    The light on the front of my camera was green and everything was working fine. Now it’s red and not recording. What’s going on?

  • A


    This could be attributed to a variety of factors, including changes to your wireless network or service provider settings, router configuration changes or equipment location. Attempt to power cycle your device. If that doesn’t work, contact Customer Support.

Back to Top

Wireless Outdoor Camera


  • Q

    Where should I place my Wireless Outdoor Camera?

  • A

    Place the camera outdoors in a location near a main entry point of your home (i.e. front porch) or a location that allows for monitoring of your property (i.e. a detached garage).

Back to Top
  • Q

    What if I don’t want my camera to always be recording? Can I pause the live view or recordings?

  • A

    Yes. To pause a live view, press and hold the WPS button for about one second. The status LED light will turn solid blue. This puts your camera into privacy mode.

    To pause recordings, click on the Recording Schedules sub-tab on your MyJAQX.com account and click the On/Off Switch.

Back to Top
  • Q

    How does my camera connect to the Internet?

  • A

    Your Wireless Outdoor Camera connects to the Internet via your home Wi-Fi network. During the setup process, you will provide your home network’s login info, allowing your camera to discover it and connect. Once setup is complete, your camera should be connected to your network and functioning properly.

Back to Top
  • Q

    I set up my camera successfully, but when I try to view live video on my customer portal, I don’t see anything.

  • A

    This could be due to browser settings and plugin compatibility issues. Try viewing video on your phone or tablet via the MyJAQX app. If you see video there, follow the onscreen prompts to install the required plugin. If you don’t see video, contact Customer Support.

Back to Top

Got questions?
Give us a call.

Customer Support
1-475-329-4110

Monday – Friday:
9 a.m. – 9 p.m. Eastern

Saturday:
10 a.m. – 6 p.m. Eastern