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Home Security Support


Troubleshooting

Power Outage

Midco SmartHOME’s professionally monitored security service1 automatically reverts to battery backup during a power outage.

If you signed up for a self-monitored system with Midco prior to January 29, 2018, you won’t have Midco SmartHOME service during a power outage, because battery backup is not available.

 

Internet Outage

The professionally monitored Midco SmartHOME home security system automatically reverts to cellular backup during an internet outage.

If you signed up for a self-monitored system with Midco prior to January 29, 2018, you won’t have Midco SmartHOME service during an internet outage. A live internet connection is the only connectivity for self-monitored service, as a backup cellular service is not available.

 

App Installation Issues

If you’re having problems installing the Midco SmartHOME app2, there are several items to check on your mobile device (with an active internet connection):

  • Make sure you’re using a supported device and operating system, as described in the app in the respective app store.
  • Check the storage space available on your mobile device. You may not have enough free space to download the Midco SmartHOME app. The app is about 62 MB in size, with variations by device.
  • Make sure you have an active internet connection.
  • If you’re using an Apple® device, be sure you’re entering the correct Apple ID and password.

 

Expert Support and Service Visits

If have an issue with your Midco SmartHOME security system, we encourage you to contact our customer care team via chat or social media at Midco.com/Contact, or by phone 24/7 at 1.800.888.1300. If it’s determined that a technician needs to visit your home, this will result in a service visit. Your Midco SmartHOME monthly fee does not include service calls.

 

Services are not available in all areas, and some restrictions apply. For more details and assistance, please contact us at Midco.com/Contact.  
1 Midco SmartHOME is not available in all areas. Certain equipment may be limited by local ordinance or dwelling. Extended payment period (12 months) is available for Midco SmartHOME equipment for new customers. If customer cancels prior to the payment period ending, they will be responsible for any remaining balance upon disconnect and for returning any leased equipment. Touchscreen lease cost ($5/mo.) is included in package cost. Touchscreen must be returned to Midco if contract is canceled. Customer is liable for damaged or stolen equipment. Equipment and features that include arming/disarming and alerting of emergency services require professionally monitored service. Midco SmartHOME requires Midco Xstream® 25 or higher. Customer is liable for damaged or stolen equipment, and for false alarms. False alarm ordinances may apply. Contact your local municipality for more information. Some municipal ordinances may restrict smoke alarm installation. Cellular signal strength may affect system performance. Service is provided under Terms and Conditions at Midco.com/Legal.
2 Apple and the Apple logo are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc. Android, Google Play, and the Google Play logo are trademarks of Google Inc.