Qolsys IQ Panel 2 4 and 5 - Alarm.com User Cannot Log In or Forgot Password

Qolsys IQ Panel 2 4 and 5 - Alarm.com User Cannot Log In or Forgot Password

Qolsys IQ Panel 2 4 and 5 - Alarm.com User Cannot Log In or Forgot Password

If you cannot sign in to your Alarm.com account, first determine whether the problem involves your username, password, Internet connection, or individual user account.

These instructions apply to Alarm.com accounts associated with:

  • Qolsys IQ Panel 2
  • Qolsys IQ Panel 2 Plus
  • Qolsys IQ Panel 4
  • Qolsys IQ Panel 5

An Alarm.com login problem does not necessarily mean there is a problem with the Qolsys alarm panel itself.

Check Your Internet Connection

Before troubleshooting your Alarm.com account, make sure your phone, tablet, or computer has Internet access.

Try opening another website or Internet-connected app.

If your device is offline, Alarm.com will not be able to sign in.

Make Sure You Are Using the Correct Login

Alarm.com user accounts can have individual login credentials.

Make sure you are entering the username or email address associated with your Alarm.com account.

Do not use another person's credentials.

Check the Password Carefully

Passwords are case-sensitive.

Make sure:

  • Caps Lock is not accidentally enabled.
  • Your phone is not automatically inserting spaces.
  • You are entering the current password.
  • A password manager is not filling an old password.

If you recently changed the password, make sure saved credentials on your phone or browser have been updated.

Forgot Your Password

If you do not remember your Alarm.com password, use the normal Forgot Password or password-reset option on the Alarm.com sign-in screen.

Follow the instructions provided by Alarm.com.

The password-reset information should be sent through Alarm.com's normal account-recovery process.

Password Reset Email Does Not Arrive

If you requested a password reset but do not receive the email:

  1. Wait a few minutes.
  2. Check your Spam or Junk folder.
  3. Search your email for Alarm.com.
  4. Make sure you entered the correct username or email address.
  5. Avoid submitting many reset requests in rapid succession.

If you still cannot recover the account, contact CommTech Systems.

Password-reset links may be time-sensitive or may become invalid after another reset request is generated.

If a reset link does not work, request a new password-reset email and use the newest message.

If the problem continues, contact CommTech Systems.

App Says Username or Password Is Incorrect

If Alarm.com reports that your username or password is incorrect:

  1. Re-enter the information carefully.
  2. Verify Caps Lock is off.
  3. Check for an old password stored by your phone or browser.
  4. Use the password-reset option if necessary.

Do not repeatedly guess passwords.

Account Appears Locked

Repeated unsuccessful sign-in attempts may result in temporary account restrictions.

If Alarm.com indicates that the account is locked or access is restricted, follow the account-recovery instructions displayed.

If you cannot regain access, contact CommTech Systems.

New Phone Cannot Log In

If you recently changed phones:

  1. Install the official Alarm.com app.
  2. Use your existing Alarm.com account credentials.
  3. Make sure the new phone has Internet access.
  4. Complete any account verification requested by Alarm.com.
  5. Allow notifications if you want Alarm.com alerts on the new phone.

Getting a new phone does not normally require creating a new Alarm.com account.

Old Phone Still Works but New Phone Does Not

If Alarm.com works on your old phone but not the new one, the alarm panel itself is probably communicating normally.

Check the new phone for:

  • Correct username
  • Correct password
  • Internet access
  • Alarm.com app updates
  • Required account verification

Website Login Works but App Does Not

If you can sign in through the Alarm.com website but not the mobile app:

  1. Verify the app is current.
  2. Close and reopen the app.
  3. Confirm the phone has Internet access.
  4. Carefully re-enter the same account credentials.

If the problem continues, contact CommTech Systems.

App Works but Website Login Does Not

If the app still works but you cannot sign in through a web browser, make sure you are using the same Alarm.com account.

Check whether the browser has saved an old username or password.

One User Cannot Log In but Others Can

If other authorized users can access the same Alarm.com system normally, the alarm system itself is probably online.

The problem may involve the individual user's account.

The affected user should use their own password-recovery process.

Nobody Can Access Alarm.com

If no authorized users can access Alarm.com, determine whether the problem is:

  • Login failure
  • System showing Offline after login
  • Internet problem
  • Alarm.com communication problem

If users can sign in but the alarm system shows Offline, troubleshoot the system's communication rather than the user login.

Login Works but Alarm System Shows Offline

Successfully signing into Alarm.com does not confirm that the Qolsys panel is communicating.

If you can log in but Alarm.com reports the alarm system Offline, check the physical Qolsys panel for:

  • Communication trouble
  • AC Power Failure
  • WiFi trouble
  • Other system messages

Contact CommTech Systems if communication does not return.

New User Needs Alarm.com Access

If another family member, employee, or authorized person needs Alarm.com access, do not simply give them your username and password.

Individual user access is preferable so access can be managed separately.

Contact CommTech Systems if assistance is needed setting up the appropriate access.

Former User Should No Longer Have Access

If someone who previously had Alarm.com access should no longer be authorized, their access should be removed rather than simply sharing a new password among everyone.

Examples include:

  • Former employee
  • Former tenant
  • Former household member
  • Contractor
  • Temporary user

Contact CommTech Systems if you need assistance reviewing account access.

Do Not Share Your Alarm.com Password

Each authorized person should use their own approved access whenever possible.

Do not send your Alarm.com password through:

  • Website chat
  • Text message
  • Email
  • Support forms

CommTech Systems does not need your Alarm.com password to troubleshoot your system.

Do Not Send Your Alarm Code

Your Qolsys alarm code and your Alarm.com password are separate credentials.

Do not send your alarm code through the support chatbot when requesting help with an Alarm.com login.

Do Not Create Multiple Accounts Just to Fix a Login Problem

If you already have Alarm.com access but cannot sign in, use the normal account-recovery process.

Creating additional accounts can make account access more confusing.

Do Not Factory Reset the Qolsys Panel

Do not factory reset your Qolsys panel because you cannot sign into Alarm.com.

An Alarm.com login problem should be corrected at the user-account level.

When to Contact CommTech Systems

Contact CommTech Systems if:

  • You cannot recover your Alarm.com account.
  • Password-reset emails do not arrive.
  • The account reports that it is locked.
  • You no longer have access to the email address associated with your account.
  • A new authorized user needs access.
  • A former user needs to have access removed.
  • You can log in but the security system shows Offline.
  • Multiple authorized users are experiencing account problems.
  • You are unsure which Alarm.com account you should be using.

When requesting assistance, provide:

  • Your name
  • Service address or account information needed to identify the property
  • Whether the problem occurs in the app, website, or both
  • The exact error message displayed
  • Whether other authorized users can log in
  • Whether you recently changed phones or email addresses

Do not provide your Alarm.com password or alarm code. CommTech Systems does not need either credential to assist with an account-access problem.