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What if I forgot my Central Station Passcode (“secret word”)?
Your Central Station Passcode (or “secret word”) is used by the Central Monitoring Station to authenticate
authorized emergency contacts in the event of an alarm. If you forget your passcode, you may retrieve it using
your Touchscreen or Subscriber Portal. Cox Customer Support cannot see your passcode.
What if I forgot my Subscriber Portal username or password?
Simply go to
https://portal.coxhomelife.com
and click on the Forgot your Username or Password? link.
Access to your email address on fi le and knowing your Master Keypad Code will be required.
What should I do if I accidentally set off my alarm?
If you are unable to cancel your alarm before the entry delay expires, Cox’s Central Monitoring Station will
receive the alert and will call your Emergency Dispatch Contact list to verify the alarm. Stand by for the phone
call and be prepared to provide your Central Station Passcode (“secret word”) to cancel the alarm. Not
responding to a call from CMS can result in dispatch of emergency personnel and potential false alarm
fees that vary from city to city.
What if my Touchscreen loses power?
Your Touchscreen will indicate a trouble if power is lost, but it also has a 24-hour battery backup.
• Please be sure to check that your Touchscreen is not plugged into a switched outlet or GFI-protected outlet.
Turn switch on or reset GFI outlet if applicable
• If the Touchscreen is in sleep mode, press the Home button or tap on the screen to wake it
• If you cannot restore power to your Touchscreen, please contact Cox Customer Support
How do I cancel the arming process?
Once the arming process is initiated and the exit delay counter has begun, you can stop the arming process
by pressing the Security app or the Security Status header and entering your 4-digit keypad code.
What if I get a new pet after my system is installed?
If you get a new pet after your home security system is installed, please contact Cox Customer Support
to determine if you need to have your motion sensors checked and/or repositioned as necessary.
Go to
www.cox.com/homelifesupport
to fi nd helpful information about how to use your system and
troubleshooting tips for common problems.
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FREQUENTLY ASKED QUESTIONS
