Neighbour Secure Frequently Asked Questions

General

Q: What is NeighbourSecure?

A: Neighbour Secure is a location-based networking app that helps you and your friends work together to improve neighbourhood security for everyone.

Q: How does it work?

A: It works as an extension to your existing alarm system. When your alarm is triggered it will automatically contact the Neighbour Secure service. Neighbour Secure will then alert you and your neighbours through the easy to use app within seconds.

Requirements

Q: What kind of alarm system do I need?

A: NeighbourSecure works as an extension to your existing alarm system with a phone connection.

Q: If have a private phone number, can I still use NeighbourSecure?

A: No, currently NeighbourSecure works by identifying the Caller ID. We are looking into news ways to identify your alarm system.

Q: Is a smartphone or tablet required?

A: In order to receive alarm notifications instantly, you need to install the NeighbourSecure app on a smartphone or tablet. If you don't have a smartphone or tablet, you will receive alarm notifications via email.

Alarm configuration

Q: How do I setup the NeighbourSecure service?

A: Every alarm system is different, please refer to the manual how to configure the phone number. If you don't know where to look in the manual, please send an email to support@neighboursecure.com with your alarm system version.

Q: My alarm system support adding multiple numbers, where do I put the NeighbourSecure number?

A: The NeighbourSecure number should be the first on the list. The NeighbourSecure service will take the call and terminate the connection. Many alarm systems will then also try the next configured number. If NeighbourSecure is not the first number on the list, it could be that the alarm system will never dial the number.

Payments

Q: I don't have an alarm system, but my neighbours have invited me to receive notifications about their system, do I need a subscription?

A: No, you only need a subscription to add your own alarm system. Helping your neighbour is completely free of charge.

Q: How long is the trial period?

A: The trial period is for 30 days. After 30 days, you have to setup billing information. If you want to request an extension to your trial, please send an email to support@neighboursecure.com

Q: When will I be billed?

A: Invoices are created 7 days before your subscription expires. Automatic billing will be requested and should be processed on the same day. Depending on your bank it may take a few days before the payment is visible on your statements.

Q: My payment failed, will I still receive alarm notifications?

A: Payment is requested 7 days before your subscription ends. If a payment failed, you can pay manually via the account page. After payment you need to check or update your billing information to allow future automatic payments to succeed.

Mobile app

Q: Which platforms are supported?

A: We support iOS and Android. Windows phone is currently not supported.

Q: Can I use multiple devices with the same account?

A: Yes, you can use up to 10 devices on one account.

Q: I have multiple houses with alarm systems, can I configure them under the same account?

A: Yes, you may add up to 3 alarm systems per subscription. If you have more alarm systems please send an email to support@neighboursecure.com

Support

Q: Can you help me to configure my alarm system?

A: We realise the alarm systems can be hard to configure to work with NeighbourSecure. We've tried to limit the configuration to only a special phone number. If you don't know if your alarm system supports this, please send an email to support@neighboursecure.com and we will do our best to help you get started.