For LifeShield Support: 1-877-464-7437  (7 Days a Week 8AM - 9PM ET)

System FAQs

Change Mastercode

To change your mastercode using your Touchpad follow these steps:

 

1. From Arming Panel, swipe screen to view Dashboard.
2. Select SETTINGS.
3. Enter your current Master Code.
4. Select USERS on left-hand side.
5. Select MASTER USER.

a. You may select a different Users if you wish to change their User Code.

6. Under USER CODE enter the new 4-digit Code.
7. Press UPDATE CODE.

 

To change your mastercode using your Console follow these steps:

1. On your Console, press Menu.
2. Scroll to Security Setup, press SELECT.
3. Enter your current Master Code.
4. Scroll to Users, press SELECT.
5. Scroll to Master User, press SELECT.

a. You may select a different Users if you wish to change their User Code.

6. Scroll to Edit Code, press SELECT.
7. Enter the new 4-digit Code, press OK.
8. Press Talk/End.

 

1.  What happens if the burglary alarm is triggered?

 

If your LifeShield System is properly installed, armed, and the alarm is triggered it must sound for at least 30 seconds before the signal is sent to the monitoring center. If you cancel the alarm prior to the signal being sent you will not receive a phone call from the monitoring center, but you will still receive an alert notification via email or text if you have your system set up to do so.

 

If an alarm signal is received by the monitoring center they will attempt to call the Primary Contact listed on your account. If they do not reach the Primary Contact they will attempt to call the Secondary Contact. If neither is reached they will not leave a message but will immediately dispatch emergency services.

 

If either the Primary Contact or Secondary Contact is reached the monitoring center will attempt to verify the Contact’s identity by asking for the account’s monitoring password. If the incorrect monitoring password is provided by the contact the monitoring center will not inform the contact that the password is incorrect and will immediately dispatch emergency services. The monitoring center may call from one of several phone numbers and will be identified on caller I.D.

 

If emergency services are dispatched as the result of a false alarm and a false-alarm fine is levied, LifeShield is not responsible for the payment of the fine. The alarm user is responsible for all false-alarm fines.

 

If your alarm notification is set up through LifeShield, a text/email alert will be sent to you if an alarm event occurs. Delays in receiving this message may occur based on the service for your mobile device. See note above regarding canceled alarm events.

 

If the signal to the monitoring center is being sent wirelessly via the GSM Device there may be delays in the signal being received by the monitoring center based on cell tower traffic.

 

2.  What happens if the fire alarm is triggered?

 

If your alarm is triggered (the Fire Safety Sensor hears your currently installed smoke or CO detectors for 35 seconds) by a Fire Safety Sensor the signal will immediately be sent to the monitoring center. They will attempt to call the Primary Contact listed on your account. If they do not reach the Primary Contact they will attempt to call the Secondary Contact. If neither is reached they will not leave a message but will immediately dispatch emergency services.

 

If your alarm notification is set up, a text/email alert will be sent to you. Delays in receiving this message may occur based on the service for your mobile device.

 

3. What happens after the monitoring center dispatches the authorities?

 

Once an alarm event is confirmed by one of your emergency contacts or neither contact can be reached, the monitoring center will immediately contact your local emergency services dispatch center to inform them of the emergency. At that point your local dispatch center and emergency responders become responsible. Speed of dispatch is dependent upon the dispatch center reaction time, availability of responders, and travel distance for the responders.

 

Several cities have unique ordinances relating to emergency dispatch and will not dispatch police for alarm events. Rather, these cities require that alarm monitoring companies contact a first-response guard service or “runner service” to verify that there is a true emergency. If the runner determines that there is an emergency they will dispatch the police. LifeShield has contracted with a few runner services, but not all locations that require a runner service will contract with an alarm company. You as the alarm user may need to contract with a runner service and provide LifeShield with their contact information. LifeShield recommends contacting your local government to determine if a runner service is required in your area.

 

Typically, a fee is charged for each response and additional fees may apply if the runner must remain on site for an extended period of time. All fees charged by a runner service to LifeShield relating to an emergency response to your monitored location will be passed along to you. LifeShield will charge the credit card on your LifeShield account upon receipt of the invoice from runner service. Below is a current list of locations we know require contracting with a first-response guard service or “runner service”:

 

4. Permits
The need for a permit or registration is determined by your town, township, city, or county government. Each local government’s ordinances are different and may contain unique requirements relating to permits. As the alarm system user, it is your responsibility to check with your local governing body to determine if a permit, registration, or other special action is required and then to fulfill that requirement. In addition, LifeShield will notify you via email if it is apparent that a permit is required for your monitored location. If you obtain a permit number you must provide this number to LifeShield so that it may be recorded on your account and with the monitoring center. Failure to obtain and submit a permit when required may result in fines levied by your local municipality. To find out if you need a permit please contact your local municipality to find out what is required. They may ask for the following details:

  • Alarm Company
  • LifeShield, Inc.
  • 2021 Cabot Blvd.
  • Langhorne, PA 19047
  • Phone: (877) 464-7437
  • Monitoring Company
  • Criticom/Security Monitoring Services, Inc.
  • West 715 West State Rd, 434, Suite J
  • Longwood, FL 32713
  • Phone: (855) 894-1737



It is extremely important that you check for permits. If it is required you may be charged false alarm fines, and some police agencies will not dispatch to a home without proper registration.

Once you obtain your permit number, please email us at permits@lifeshield.com or call us at (877) 232-5472

5. Important Codes

  • Monitoring Passcode – Used to verify your identity when the Monitoring Center calls you for an alarm event
  • Master Code – Used to arm, disarm, and configure your system
  • Secret Q & A – Used to verify your identity when you call into LifeShield Support
  • LifeShield Password – Used to access your LifeShield Interactive Mobile Access

 

 

6. Practice Period
Once your system is setup it will be in a practice mode for 7 days before it enters a monitored state. During these seven days we encourage you to practice with your system without worry of triggering a false alarm.