Best practices for when a customer changes phones
When a customer switches to a different phone for any reason, there are a few things to be aware of to ensure minimal disruption of the customer's service. The following are suggestions for information and features that should be verified when the customer swaps to a different phone.
Primary phone contact
When a customer swaps to a different phone and they are the primary login, the primary phone contact on the customer account should be updated if the number is different. This ensures that the primary contact for the customer is up to date in case they need to be contacted for any reason.
For more information about how to update the primary phone contact, see Change the primary phone number on a customer account.
Rules and notifications
The rules and notifications on the customer's account should be updated to reflect any phone swap the customer performs. The new phone should be added to the contact recipients for any desired rules and notifications, and the old phone should be removed from any rules or notifications. This ensures minimal disruption in their system usage and notifications.
For more information about how to configure notification recipients, see the following articles:
Alarm.com Places
When a customer swaps to a different phone, they should update the list of phones that are attached to the account. In this case, the customer should delete the old phone from the Geo-Devices list on their account and add the new phone to the list.
For more information about how to configure Alarm.com Places, see Configure Alarm.com Places.
For more information about how to delete a Geo-Device, see Delete a Geo-Device.
Monitoring station contact information
Whenever the customer changes phones, the monitoring station needs to know if the location of the number changes or if any of the Emergency Contact phone numbers have changed. If the customer account has the Emergency Contact Management integration, the customer can update this information themselves. For more information about updating the Emergency Contacts with the Emergency Contact Management integration, see Change the monitoring station emergency contact information on a customer account.
If the customer account is not using the Emergency Contact Management integration, then it is necessary to contact the monitoring station to update the contact information manually.
Two Factor Authentication
Whenever the customer changes phones and has Two Factor Authentication enabled, they need to update the feature with their new contact information. To update the contact information that the Two Factor Authentication feature is associated with, disable and re-enable the feature.
For more information about how to enable and disable Two Factor Authentication, see Enable or disable Two Factor Authentication for a customer login.