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 
 
 Update to latest version 
 Clear app cache:
 
 iOS: Delete and reinstall 
 Android: Settings → Apps → miAlarm → Clear Cache 
 
 
 Restart phone 
 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 
 
 
 Phone Settings : 
 
 Settings → Notifications → miAlarm → Allow 
 Check Do Not Disturb isn't active 
 Verify sound/banner settings 
 
 
 
 App Settings : 
 
 Device Settings → Push Notifications → ON 
 Select desired notification types 
 Check each device individually 
 
 
 
 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 
 
 
 Advanced Troubleshooting 
 Debug Mode 
 Enable for detailed logging: 
 
 Settings → About 
 Tap version number 5 times 
 Enable "Debug Mode" 
 Reproduce issue 
 Send logs to support 
 
 Factory Reset (Last Resort) 
 
 Delete app completely 
 Restart phone 
 Reinstall from app store 
 Register/login fresh 
 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 
 
 
 📞 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 
 
 
 💡 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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