Support

FAQ

Find answers to common questions and solutions to typical issues.

Common Questions

General Questions

Q: What is miAlarm? A: miAlarm is a mobile app that allows you to control and monitor your Finmon security system remotely from your smartphone.

Q: Is miAlarm free to use? A: Yes! The basic version supports up to 5 devices. Premium subscriptions offer up to 10 devices and additional features with an Unlimited version allowing no cap on your devices.

Q: Which alarm systems are compatible? A: miAlarm works with Finmon-compatible alarm panels. Check your installer or the unit label for compatibility.

Q: Can multiple people access the same alarm? A: Yes, multiple users can access the same alarm system with their own login credentials and appropriate permissions.

Q: What is a "Dial-In"? A: Dial-In is the process where the app establishes a connection to your alarm unit, determining whether access is permitted.

Account Questions

Q: Can I use the same email for multiple accounts? A: No, each account requires a unique email address and phone number.

Q: I forgot my password. What do I do? A: Tap "Forgot Password" on the login screen and follow the reset instructions sent to your email.

Q: How do I change my username? A: Usernames cannot be changed after registration. Contact support if you need assistance.

Q: Can I transfer devices between accounts? A: Devices must be removed from one account before being added to another. Master user permission required.

Technical Support

App Performance Issues

App Crashes
  1. Update to latest version
  2. Clear app cache:
    • iOS: Delete and reinstall
    • Android: Settings → Apps → miAlarm → Clear Cache
  3. Restart phone
  4. Check available storage
Slow Performance
Battery Drain

Notification Problems

Not Receiving Notifications

  1. Phone Settings:

    • Settings → Notifications → miAlarm → Allow
    • Check Do Not Disturb isn't active
    • Verify sound/banner settings

  2. App Settings:

    • Device Settings → Push Notifications → ON
    • Select desired notification types
    • Check each device individually

  3. Network Issues:

    • Ensure stable internet
    • Check if app is restricted
    • Verify background data allowed
Delayed Notifications

Zone & Sensor Issues

Zone Shows Wrong Status
Cannot Bypass Zone
Zones Not Updating

Advanced Troubleshooting

Debug Mode

Enable for detailed logging:

  1. Settings → About
  2. Tap version number 5 times
  3. Enable "Debug Mode"
  4. Reproduce issue
  5. Send logs to support

Factory Reset (Last Resort)

  1. Delete app completely
  2. Restart phone
  3. Reinstall from app store
  4. Register/login fresh
  5. Re-add all devices

Network Diagnostics

Test connectivity:

Known Limitations

📞 Contact Support

Before Contacting Support

Gather this information:

Support Channels

Email Support

Emergency Support

Installer Support

Some issues require installer assistance:

💡 Tips & Best Practices

Preventive Measures

Optimization Tips

Security Best Practices

← What's New | Support →

Troubleshooting Tools

Troubleshooting Tools

Connection Problems

Connection Diagnostics

When experiencing connection issues:

  1. Verify network status indicators
  2. Confirm user code accuracy
  3. Check dial-in authorization
  4. Test unit power status
  5. Contact the installation company

"Cannot Connect to Unit"

This is the most common issue. Check these items in order:

  1. Unit Power

    • ✅ Confirm unit is powered on
    • ✅ Check for power LED indicator
    • ✅ Verify backup battery status

  2. Network Connection

    • ✅ Green network light on unit
    • ✅ Test internet connectivity
    • ✅ Check cellular signal (if applicable)

  3. User Code

    • ✅ Confirm 4-digit code is correct
    • ✅ Try code on physical keypad
    • ✅ Check with installer if needed
    • ✅ Ensure code has app permissions

  4. App Settings

    • ✅ Dial-In is enabled
    • ✅ Unit ID is correct
    • ✅ Latest app version installed
    • ✅ Phone has internet access

"Connection Timeout"

Solutions:

"Authorization Required"

What it means:

Solutions:

Account Issues

"Invalid Credentials"

Check:

"Account Locked"

Caused by:

Solution:

"Duplicate Device" Error

Meaning:

Fix:

Multi-User Issues

"Cannot Remove User"

"User Limit Reached"

Reset Options

Debug Mode (Advanced Users)

For detailed diagnostic information:

  1. Reproduce the issue
  2. Open Menu.
  3. Tap your name five times.
  4. Logs options appears on the menu.
  5. Share logs with support team

Remember: With great power comes great responsibility. Use advanced features wisely, and when in doubt, consult the documentation or contact support.

Support

We're here to help you get the most out of your miAlarm experience.

Contact Information

Primary Support

Email Support

What to Include in Support Emails:

  1. Your account username
  2. Unit ID (if device-specific)
  3. App version number
  4. Phone model and OS version
  5. Detailed description of issue
  6. Screenshots if applicable
  7. Steps to reproduce problem

Emergency Contacts

For Alarm Emergencies:

Business Inquiries

Partnership & Integration

Help Resources

In-App Help

Help Icons (ℹ️)

Tutorial Sections

Documentation

User Guides

Video Tutorials

Knowledge Base

  1. How to add a new device
  2. Setting up notifications
  3. Understanding zone colors
  4. Configuring emergency contacts
  5. Managing multiple users
  6. Subscription Management
  7. Troubleshooting connections

Quick Solutions

Common Fixes

Issue Quick Solution
Can't login Check username/password, reset if needed
No connection Verify unit power and network
Missing device Pull down to refresh home screen
No notifications Check phone and app settings
Slow performance Clear cache, update app
Zones not updating Sync device data in settings

Diagnostic Steps

Before Contacting Support:

  1. ✅ Update to latest app version
  2. ✅ Restart the app
  3. ✅ Check internet connection
  4. ✅ Verify unit is online
  5. ✅ Try on different network
  6. ✅ Review FAQ section

🌟 Feedback

We Value Your Input

Share Feedback:

How to Provide Feedback:

  1. Email suggestions
  2. App store reviews
  3. Social media comments

Feature Requests

Submission Process:

  1. email support@mialarm.co.za
  2. Provide detailed description
  3. Explain use case
  4. Include examples

What Happens Next:

Thank You!

← FAQ | Back to Home

Self-Service Tools

Self-Service Tools

Account Management

Password Reset

  1. Login screen → "Forgot Password"
  2. Enter registered email
  3. Check email for reset link
  4. Create new password
  5. Login with new credentials

Update Contact Info

  1. In-app profile settings
  2. Edit email/phone number
  3. Verify changes
  4. Save updates

Device Management

Remove Device

  1. Swipe device tile
  2. Select "Remove"
  3. Confirm deletion
  4. Device removed from account

Transfer Device

  1. Remove from current account
  2. New user adds device
  3. Master approval required
  4. Transfer complete