Vivint Customer Service & Bill Pay

Quick help and troubleshooting

Don’t want to wait? Use our troubleshooting and quick guide below to find solutions to common issues and resolve service issues without having to contact a Vivint representative.

How do I update my Vivint emergency contact information?

In the case that your Vivint security system is activated it is important to ensure Vivint specialists have the proper information to promptly contact you. To view or update your emergency contacts first login to your Vivint account and expand the options menu (three vertical dots) on the “My home” module. Select “Edit emergency contacts” to navigate to a portal where you can add, edit, and delete contacts from your settings. When you are finished make sure to save your changes before exiting.

How to test and adjust motion detectors

Motion sensors can be set off inadvertently by pets or sources of heat such as vents or stoves. You can adjust the sensitivity of your motion detector by first disarming your system and removing the device from its mount. On the back of the sensor you will find two switches:

• On the left you will find the pet sensitivity control, which you can switch between large and small pets.
• On the right you will find the sensitivity control, which you can switch between high and low settings.

When you have made your sensitivity selections, re-mount your device and rearm your system. If you are still receiving false alarms you can perform a simple test to determine if your motion sensor is faulty. Vivint recommends placing a sheet of paper in front of a potential faulty sensor for three days, if the motion detector still triggers a false alarm then it is safe to assume the device is malfunctioning. At this point contact a Vivint specialist at (800) 216-5232 for further assistance.

How do I create custom automations for my Vivint system?

With the Vivint Smart Home app you can program custom automations and alerts for your smart home system. From the app select the menu icon in the top left corner and navigate to “custom actions”. From here you can select the plus button to add new “rules” or “notifications”. Rules are custom automations for your home, such as automatically locking your doors at 10 pm. Notifications are custom alerts, such as a message if your front door has been left open. Follow the prompts to create a new notification or rule and then select “done” to save your new automation.  

Vivint frequently asked questions

Don't see your question? Visit our FAQ page to see answers to all frequently asked questions.