# Support

# FAQ

Find answers to common questions and solutions to typical issues.

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### 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.

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### 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
- Close background apps
- Check internet speed
- Reduce number of active devices


##### Battery Drain
- Disable unnecessary notifications
- Reduce background refresh
- Check location services settings
- Update to latest app version

#### 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
- Check internet connection
- Verify time zone settings
- Clear notification center
- Reinstall app if persistent

#### Zone & Sensor Issues

##### Zone Shows Wrong Status
- Refresh by pulling down
- Check physical sensor
- Verify zone programming
- Test in walk-test mode

##### Cannot Bypass Zone
- Some zones cannot be bypassed
- Check user permissions
- Verify area is disarmed
- Contact installer for zone type

##### Zones Not Updating
- Check connection status
- Sync device data
- Wait for full data load
- Verify panel communication

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### 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:
- Ping alarm unit IP
- Check firewall settings
- Verify port forwarding
- Test on different network

#### Known Limitations
- Maximum 5/10 devices (free/paid)
- 30-second activity timeout
- Requires internet connection
- Some panels need firmware updates

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### 📞 Contact Support

#### Before Contacting Support

Gather this information:
- App version number
- Device model and OS version
- Unit ID and panel type
- Error messages (screenshots)
- Steps to reproduce issue

#### Support Channels

**Email Support**
- 📧 support@mialarm.co.za
- Response within 24-48 hours
- Include all relevant details

**Emergency Support**
- For alarm emergencies: Call your security company
- For app issues: Email support
- For account locks: Use password reset

#### Installer Support
Some issues require installer assistance:
- Panel programming
- User code changes
- Hardware problems
- Firmware updates

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### 💡 Tips & Best Practices

#### Preventive Measures
- ✅ Keep app updated
- ✅ Test monthly
- ✅ Maintain good passwords
- ✅ Update contact info
- ✅ Regular connection tests

#### Optimization Tips
- 🚀 Set primary device
- 🚀 Customize zone names
- 🚀 Use biometric login
- 🚀 Enable relevant notifications only
- 🚀 Regular cache clearing

#### Security Best Practices
- 🔒 Never share login credentials
- 🔒 Use strong passwords
- 🔒 Enable biometric authentication
- 🔒 Log out on shared devices
- 🔒 Keep emergency contacts updated

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[← What's New](changelog) | [Support →](support)

# Troubleshooting Tools

### Troubleshooting Tools

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### 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:**
- Wait 30 seconds and retry
- Force close and reopen app
- Check internet speed
- Try on WiFi instead of cellular
- Contact installer for unit reset

#### "Authorization Required"

**What it means:**
- Waiting for master user approval
- Device not yet authorized
- Previous authorization revoked

**Solutions:**
- Contact a master user
- Check authorization status
- Verify request was sent
- Re-add device if needed

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### Account Issues
#### "Invalid Credentials"

**Check:**
- Username spelling (case-sensitive)
- Password accuracy
- Caps lock isn't on
- Using correct account

#### "Account Locked"

**Caused by:**
- Multiple failed login attempts
- Security protection activated

**Solution:**
- Wait 15 minutes
- Use password reset
- Contact support if persistent

#### "Duplicate Device" Error

**Meaning:**
- Device already on your account
- Check device list carefully

**Fix:**
- Pull down to refresh home screen
- Remove and re-add if needed

#### Multi-User Issues

**"Cannot Remove User"**
- Only master users can remove others
- Cannot remove other masters
- Cannot remove yourself

**"User Limit Reached"**
- Maximum users per device reached
- Remove inactive users
- Contact installer for limit increase

#### Reset Options
- Clear application cache
- Reset notification preferences
- Re-synchronize device data
- Remove and re-add devices

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#### 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.

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### Contact Information

#### Primary Support

**Email Support**
- **Email**: support@mialarm.co.za
- **Response Time**: 24-48 hours
- **Hours**: Monday-Friday, 8 AM - 5 PM SAST
- **Language**: English

**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:**
- Contact your security company directly
- Use in-app "Call Control Room" feature
- For immediate danger: Call 10111 (SAPS)


### Business Inquiries

**Partnership & Integration**
- Installer programs available
- Corporate solutions offered

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### Help Resources

#### In-App Help

**Help Icons (ℹ️)**
- Found throughout the app
- Tap for contextual help
- Includes glossary terms

**Tutorial Sections**
- First-time setup wizard
- Feature introductions
- Tooltips and hints
- Interactive guides

#### Documentation

**User Guides**
- [Getting Started Guide](https://www.finmon.co.za/kb/books/mialarm-app/chapter/getting-started)
- [Features and Settings](https://www.finmon.co.za/kb/books/mialarm-app/chapter/features-and-settings)
- [Support](https://www.finmon.co.za/kb/books/mialarm-app/chapter/support)


**Video Tutorials**
- Coming soon on YouTube
- Setup walkthroughs
- Feature demonstrations
- Troubleshooting guides

#### Knowledge Base

**Popular Articles:**
1. [How to add a new device](https://www.finmon.co.za/kb/books/mialarm-app/page/adding-devices)
2. [Setting up notifications](https://www.finmon.co.za/kb/books/mialarm-app/page/notification-configuration)
3. [Understanding zone colors](https://www.finmon.co.za/kb/books/mialarm-app/page/zone-management)
4. [Configuring emergency contacts](https://www.finmon.co.za/kb/books/mialarm-app/page/emergency-contact-management)
5. [Managing multiple users](https://www.finmon.co.za/kb/books/mialarm-app/page/user-management)
6. [Subscription Management](https://www.finmon.co.za/kb/books/mialarm-app/page/subscription-management)
7. [Troubleshooting connections](https://www.finmon.co.za/kb/books/mialarm-app/page/faq)


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### 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

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### 🌟 Feedback

#### We Value Your Input

**Share Feedback:**
- Feature requests welcome
- Report bugs immediately
- Suggest improvements
- Rate the app

**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:**
- Team reviews all requests
- Popular features prioritized
- Updates on progress

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### Thank You!

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[← FAQ](faq) | [Back to Home](index)

# 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


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