# 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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