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FAQ

Cancellation 

Q. How do I cancel my subscription?

Login to the Customer Portal at https://shop.adt.ca/customer/account/ . “My Subscription” link is available at the bottom part of the left menu. Go to My Subscription and edit your subscription. Click to Cancel to cancel your subscription. 


Q. How do I cancel my order?

Create a support ticket for canceling the order. ADT will cancel the order if the product is not shipped. If the product is already shipped then you need to create a return request.

Login to the Customer Portal at https://shop.adt.ca/customer/account/. Go to "My Support Tickets" link and create a support ticket.  One of our team members will contact you shortly.

 

Billing 

Q. I was charged for parts that I did not receive, what should I do?

Login to the Customer Portal at https://shop.adt.ca/customer/account/ . Go to "My Support Tickets" link and create a support ticket.  One of our team members will review your order and communicate with you on the next steps.


Q. I was charged for parts I did not order, what should I do?             

Login to the Customer Portal at https://shop.adt.ca/customer/account/ . Go to "My Support Tickets" link and create a support ticket.  One of our team members will review your order and communicate with you on the next steps.

 

Q. I was charged the wrong amount on my credit card, how do I get a refund?        

Login to the Customer Portal at https://shop.adt.ca/customer/account/ . Go to "My Support Tickets" link and create a support ticket.  One of our team members will review your order and communicate with you on the next steps.

 

Reset Password               

Q. I need to reset my password for my online account, how do I do that?  

Go to the Customer Portal at https://shop.adt.ca/customer/account/ . Click on the link “Forgot Your Password” and follow the instructions.

 

Returns

Q. I would like to return an item, how do I return the item?              

Please note that all products can be returned 30 days after receipt.

Login to the Customer Portal at https://shop.adt.ca/customer/account/ . Go to "My Orders" link and open the order. Click on the Return link and send the return request.

ADT will review the request according to Return Policy. If your request satisfies the return policy ADT will request you to send the product. ADT will inspect the product once received. If the product’s condition meets the policy ADT will approve the request and proceed with the refund. 

 

Shipping

Q. How much are shipping fees?   

We offer free shipping.


Q. When should I expect my order to ship?      
        

You will receive your item within 2 to 3 business days. A shipment tracking number will be added to your order information and emailed to you. To obtain information about the status of your shipment, simply enter the tracking number at https://www.fedex.com/en-ca/tracking.html

 

Orders

Q. I received my order and parts are missing, will they arrive in a separate delivery?             

We pack and ship all parts for each order in one box.  Items from the one order will not be shipped in separate boxes.  If you’ve placed multiple orders then you can expect to receive multiple packages.  If you are missing items in your order, please submit a support ticket by login to the customer portal (https://shop.adt.ca/customer/account/) and one of our team members will contact you with next steps.


Q. It’s been X days since I placed my order and I have not received anything yet, when should I expect my stuff?  

Please check your tracking number on https://www.fedex.com/en-ca/tracking.html to locate the latest information on the whereabouts of your order. Sometimes deliveries are delayed due to bad weather, strikes, etc. That is out of our control.


Q. I ordered the wrong part(s) how do I exchange them or get my money back?    

Please note that all products can be returned 30 days after received. To find out if your item qualifies for a return. 

Login to the Customer Portal at https://shop.adt.ca/customer/account/ . Go to Order Link and open the order. Click on the Return link, fill-up the return form and send the request.

ADT will review the request according to Return Policy. If your request satisfies the return policy then ADT will request you to send the item/product.

 

Interactive App

Q. Ok, so I’ve downloaded the interactive app, how do I retrieve my user name?  

A welcome email from ADT Security Services Canada, Inc was sent to you with your login name.  Check your spam or junk mail folder for your welcome email; make sure to add ADT security services Canada, Inc to your safe sender list to ensure that you receive important notifications. 

If you need a new user name sent to you, please contact our support here.


Q. I forgot my interactive user name, how do I retrieve it or create a new one?

Access the interactive login page (either on your smart device or desktop), select forgot username and follow the steps to obtain your user name.


Q. I forgot my interactive password, how do I reset it?

Access the interactive login page (either on your smart device or desktop), select forgot password and follow the steps to reset your password.


Q. My Alarm.com video cameras are not capturing new clips. Why not?

Follow these simple steps to make sure your Alarm.com account is recording new video clips:

  1. Log into your account and delete old video clips. You might have reached your monthly limit of video clips storage capacity.
  2. Check your video-capture automation rules to make sure you are not capturing a large amount of unnecessary video clips. For example, are you capturing video clips every time the motion detector is triggered? Instead, consider changing this rule to "Take a video clip each time my motion detector is triggered AND my system is armed.


Q. Is there a Knowledge Base for current subscribers to use if they have any questions on using their account?

Yes! Alarm.com does offer a Knowledge Base for current subscribers. You can access it by logging into your account on the website (www.alarm.com/login), selecting the ? in the upper right, and then clicking on "Help Documentation."

 

Contact support

Q. I want to speak to someone, how can I reach you?

Log into the customer portal at https://shop.adt.ca/helpdesk/ticket/ and create a support ticket.  One of our team members will contact your shortly.

Login to the Customer Portal at https://shop.adt.ca/customer/account/ . Go to "My Support Tickets" link and create a support ticket.  One of our team members will review your order & communicate with you on next steps.

© 2019 ADT. All rights reserved. The product/service names listed in this document are marks and/or registered marks of their respective owners and used under license. Unauthorized use strictly prohibited. Licence number: RBQ 3019-4070-50.