alarm|SIM CARD — Helpdesk

Can I change my payment method from direct debit to credit card?

We no longer offer direct debit as a payment method due to the delay between requesting money from a bank account and the monies being collected (up to 4 business days). We are therefore pleased to now offer payment of fees and charges via credit or debit card. To switch from direct debit to credit card billing, simply create a new ticket and we'll provide you with the required details.

How much do calls, SMS or data cost ?

On PLAN20, our pay as you go plan, charges for usage are as follows: 25p per minute per outgoing call (part minutes are rounded up) 25p per SMS 25p per MB of data (Data is charged per megabyte used, in 10kb increments, with a minimum charge per data session opened and closed by the Equipment of £0.02. A data session is deemed to be opened when a session lasts for more than 0.1 second). On PLAN10+, our data and SMS inclusive plan, once the included 10 SMS are used each month, additional bundles of 10 SMS are £2.

I have received a message that my alarm|SIM CARD has High Usage

As part of our service, we will notify you if we believe your SIM credit is being used at a faster rate than we would normally expect to see, this notification is part of the the payment advice that is sent when we request a payment from your account. In general terms a High Usage warning is where, at time of Automatic Top Up, it is identified that more than £5 of credit is being used per month. This amount allows for an 'always on' data connection along with a couple of SMS / calls from the panel per week. If you understand why your panel may be using the level of credit that is being used and are happy with this level of usage then no action is required. When High Usage is identified, and depending on how quickly the credit is being used, we may collect a higher amount than usual from your payment method to restore your account balance and ensure that your account does not run out of credit within the following 24 hours. We will always advise you of any amount being collected. If you are concerned that your panel is sending you SMS or calling you more than you want and is using up your alarm|SIM CARD credit too quickly, please click here for more information on what may be causing the usage.

My alarm panel does not call me when activated

If you use your alarm to call you when the panel is activated, please check the following: Have you registered the alarm|SIM CARD. If not please register here Is the correct number programmed into the panel - if no, correct the number (you may need your alarm installer to assist you with this). Has your SecuPlace or CommPact panel been set up with the 'SMS Follow Me' as the account type. Have you set up a direct debit / credit card so we can collect money from your bank account to add credit to your account - if no, please Submit a Ticket so we can assist you in setting up a payment method. Please Submit a Ticket so we can assist you further if this article has not resolved your question.

My panel shows XML Fail, what does this mean?

XML Fail means that your alarm panel was not able to send data to the iRisco server. This can be due to a number of reasons: 1. You haven't registered your alarm|SIM CARD. Please register your card by clicking here 2. Your SIM card has run out of credit. If you have an alarm|SIM CARD fitted to your panel, then we keep your SIM card topped up so this won't be the problem. If you don't use an alarm|SIM CARD you can buy one by clicking here 3. Your panel may have dropped the data connection. Please restart the panel by pressing tick, then enter the master code. Press 7 and then scroll down to menu item 14 which is System Reset then press tick. This will reboot the panel but won't change any of your settings. Give the panel a few minutes and try to log in again. If you need us to diagnose your connection please submit a ticket here

Why is RISCO charging for the RISCO Cloud service?

Since RISCO Cloud launched in 2010, RISCO have made significant investments to develop the most advanced security cloud platform in the industry, providing an unmatched user experience and advanced added value integrated solutions. RISCO Cloud was provided free of charge to end users for many years, despite the high cost of development and maintenance of the platform. RISCO always emphasised in the terms and conditions of the Cloud and the App, that fees may at some point in the future be applied for using the Cloud services. As RISCO are striving to continue to provide the best solution on the market, with exceptional service levels and investment in future developments, RISCO Cloud will cease being a free service. RISCO trust that you can appreciate the high level of investment, made and continue to make, to provide you the best interactive services platform in the market.

I have been charged £10 'alarm|SIM CARD Pre-pay Credit', what is that ?

The alarm|SIM CARD works on a pre-pay basis so credit is added to the SIM card and then this enables your alarm panel to connect to the mobile network and connect to data, make calls and send SMS. As your panel consumes data, sends SMS or makes calls, the cost of these is deducted from your pre-pay credit balance. When your account balance falls below £5 we automatically collect money from your payment source and this is then added to your account to ensure that your SIM never runs out of credit, this is called our Automatic Account Top Up Service. Note: An always on data connection is required to allow you to control your alarm via the web or smartphone.

My alarm panel does not SMS me when activated

If you use your alarm to SMS you when the panel is activated, please check the following: Are you on PLAN10 or PLAN2 - these plans do not include SMS? If yes - Submit a Ticket and we can advise on upgrading to PLAN10+ Is the correct number programmed into the panel: Check the number you are calling, it should be capable of accepting SMS messages The number format should be: International access code + Country code, in the case of the UK 44 The mobile number e.g. 07123456789 with the leading 0 removed, 7123456789 So the number to programme into your panel is +447123456789 Are you on PLAN20 ? If yes - have you set up a payment method so we can collect payment to add credit to your account - if no, please Submit a Ticket so we can assist you in setting up a a credit card. Please try and restart your panel as detailed here.

My credit card statement shows securitypoint UK as the merchant, who are they?

securitypoint|UK is a trading name of Four Continents Consulting Limited, the same company that runs alarm|SIM CARD and gps|SIM CARD. We use securitypoint|UK domain name to manage our support services and offer secure payment facilities across all brands.

My panel is showing as offline ?

I have previously had a data connection and been able to access iRisco.... Your panel may have dropped the data connection. Please restart the panel as follows: 1. Press tick and enter the Master Code (1234 By default) and go to number 7 Servicing 2. Scroll down to menu item 14 which is System Reset 3. Press tick. This will reboot the panel but won't change any of your settings. Give the panel a few minutes and try to log in again. If after trying a panel reboot, your panel is still showing as being offline, please submit a ticket and let us know the FIRST 6 DIGITS of your SIM serial number (the 19 digit code on printed on your SIM card and SIM card holder) so we can we can provide detailed settings for your panel to check. I am installing the panel and have never had a data connection.... Please submit a ticket and let us know the FIRST 8 DIGITS of your SIM serial number (the 19 digit code on printed on your SIM card and SIM card holder) so we can we can provide detailed settings for your panel.

What is the Annual Service Fee?

Not all plans have an annual service fee, however if your alarm|SIM CARD has an Annual Service Fee it is £20 which is collected annually in advance. As an alarm|SIM CARD user you will benefit from: FREE technical support to help diagnose connectivity FREE email notification of high usage FREE UK based support services FREE Automatic Account Top Up Service Plus No minimum usage requirements unlike virtually all pay as you go providers who will disconnect you if you don't make a minimum number of calls / SMS within a specified time period On PLAN20 you get a phone number assigned to your alarm|SIM CARD On PLAN2 and PLAN10 data is included Access to all UK networks* No long term commitments or credit checks * Network access capability is equipment / control panel dependant

Why am I paying alarm|SIM CARD for my RISCO Cloud service?

As an alarm|SIM CARD customer we may have provided you with support with your alarm panel or you have provided the identity of your alarm panel to allow us to provide future support. As such, we are registered with the RISCO Cloud service as your point of contact and, as the point of contact, we are required to collect the fees due for the use of the RISCO Cloud service.

Can a normal high street pay as you go sim be used with a security alarm?

The SecuPlace alarm panel has been programmed and set up to work with an alarm|SIMCARD for your peace of mind and security. You can use another SIM in a SecuPlace if required, however it is vitally important that you read the terms and conditions of the mobile network as: 1. All pay as you go networks impose minimum usage requirements on their SIMs which stipulate how many chargeable calls / SMS must be made each 30 / 60 or 90 days in order to keep the SIM active. If the SIM does not meet the required usage requirements it is deactivated and credit is lost. As the sim is in an alarm, when the network send an SMS to advise they are disconnecting your line, you will not see the SMS. 2. Using a sim in an alarm is referred to as M2M (Machine to Machine) as this is where devices use a data connection to 'speak' to each other. This type of use is often prohibited by networks prohibit this type of use under the terms of We have heard of many instances where a single network SIM is used, the minimum usage requirements have not been met and the SIM is deactivated, all credit is lost and the customer has then not then been alerted to the alarm activating. In addition, high street SIMs are single network so if there is a problem on the network then the panel goes offline. Our SIMs are multi-network so if one network has an issue the panel can automatically switch to another network within a matter of seconds. Finally, if you have any issues with the panel and network connectivity, alarm|SIM CARD have access to all the network logs and administrative functions so can quickly evaluate and investigate any issues to resolve them and you have direct access to us via this ticketing system. We believe we offer an excellent service for both installers and customers: Simple pricing structure Multi-network SIM with access to UK networks No long term commitments or credit checks No minimum usage requirements FREE email notification of high usage FREE UK based support services FREE Automatic Account Top Up Service

How much is the RISCO Cloud service ?

Where payment is collected through alarm|SIM CARD as part of your sim annual service fee, we charge £23.80 per annum. If you choose not to pay via alarm|SIM CARD, you will need to arrange payment directly with Risco and the charge will be up to £28.80 per annum.

My alarm panel calls me from a different number

The alarm|SIM CARD is a worldwide multi-network SIM card solution and may have a couple of UK phone numbers associated with it. The phone number provided to you at time of registration is the primary phone number and can be used to call and SMS your alarm panel. Your may find that when your alarm calls you or sends you an SMS that a secondary phone number is displayed, this is normal. You may however wish to store this number in your phone as "Home Alarm" for example so you can easily identify it as your alarm.

My alarm|SIM CARD credit is being used up quickly

alarm|SIM CARD only provide the sim card and have no control over how your panel has been programmed to use the SIM card functionality i.e. data, call and texts. If you would like assistance in changing settings in your panel we may be able to help, so please get in touch by submitting a ticket. How quickly your alarm uses up credit will depend on how the panel has been set up and programmed by the installer. For example some alarm panels may..... a) Call or text you every time the alarm panel is set or unset b) Call or text you every time the alarm panel is activated, whether the activation is a false alarm or not. This may be by burglary, fire, medical emergency, tamper or personal attack. c) If a call or text is sent, it may go to numerous people every time the activity happens and if a call is involved, may cycle around numerous numbers for a pre-programmed number of times or until the call is acknowledged. For example you may have 3 numbers programmed into your panel, let's call them No. 1, No. 2 and No. 3. Your panel is programmed to call No. 1, then No.2 then No.3 (this is one cycle) and and if no one acknowledges the call this will call No. 1, then No.2 then No.3 again until the panel is acknowledged or until the pre-programmed number of cycles has been met. Normally if text messages are involved, it would only send one text i.e. one text to No. 1, then No.2, then No.3. You need to check your alarm settings to establish how your panel has been set up as this is an example only. d) Send you an SMS confirmation every time you send your alarm an SMS command. e) Be connected to the ELAS server, and if so it will utilise an "always on" data connection so you can control your alarm via smartphone app and via a web browser. Each time a call is made or a text is sent from the panel via the alarm|SIM CARD, a charge is made and your pre-paid credit is reduced. In addition an always on data connection will use c. 10MB of data per month. Your alarm|SIM CARD is set up so when the credit balance falls below an agreed level, we will top it up by collecting a payment from you. If you are concerned about how quickly your credit is being used, please contact your alarm installer or Help Desk / Technical Support of the manufacturer. You should find details of the manufacturer in the alarm instruction / installation booklet.

What is the alarm|SIM CARD for ?

The alarm|SIM CARD is a SIM card that is inside your alarm panel and allows the panel to connect to the mobile network to use data, send SMS and make calls. The SIM has been specially configured to work with your alarm and allows you to monitor and control your alarm via your smartphone using the MyElas app as well as receive calls \ SMS when the alarm is activated. The SIM must be registered to allow connection to the mobile network.

What settings does my SecuPlace panel need to work with alarm|SIM CARD?

The settings needed vary slightly depending on the SIM card in your panel. Your panel should be pre-configured post manufacture to work with alarm|SIM CARD, however if you have initialised the panel these will have been lost. Please submit a ticket here advising of the first 8 digits of your SIM serial number and we'll send you the configuration settings.

How can I check the credit balance on my alarm|SIM CARD

Our SIM Cards are designed to be "Fit & Forget" to take away the hassle of having to keep an eye on your balance and top up. Your SIM card credit balance is monitored and is automatically topped up with £10 when the balance falls below £5. We will collect £10 by your chosen payment method and apply this to account. We will always email you to advise that a payment has been taken as well as keep an eye on your usage and if it is higher than is expected, will also email you There is no facility to check your alarm|SIM CARD account balance online, however if you want to know your balance or how your SIM card is using the pre-pay credit, please Submit a Ticket.

How do I disable SMS on my SecuPlace alarm panel

If your SecuPlace has been set up to send SMS messages and you no longer require SMS sending, you must remove the phone numbers from the panel as follows: Press tick and enter the Engineers Code (1111 By default) and navigate to menu option 915. You may enter 915 or use the Up, Down and Tick key to navigate through the menus: 9. Programming, 5. Communications, 1. Accounts. Press tick and scroll to Account Number 2, press tick and delete the phone number using the #SOS key until the field is empty. You may need to use the up and down arrows to highlight each number before deleting using the #SOS key. Press X until your screen displays Account Number 2 and then scroll down to Account Number 3 and repeat step ii. and iii. Continue the above process to enter mobile numbers into Accounts 2 to 6 as required. Once finished, press X until you come out of programming to the main date / time / status screen If using the above instructions does not display the stated menu options, press the X key multiple times until you reach the Date / Time screen.

I have been billed £2 for additional SMS on PLAN10+ why ?

Our PLAN10+ includes data and 10 SMS per month. Where a panel uses more than 10 SMS per month, we always drop you an email and advise of the usage and an extra 10 SMS bundle is added to the account at a cost of £2. We generally find that where a panel is sending high volumes of SMS it is because of a programming or installation issue which is causing false alarms. If you are using the MyElas app on your phone, you can receive the same notifications that you get via SMS, but through the app and if you would like any more details on MyElas or your alarm, simply drop us a ticket and we'll be delighted to help.

I have forgotten the My ELAS password

If you need to recover your iRisco password, visit riscocloud.com and select the "Lost password?" link and complete your details. If after trying this you are still having trouble, you can call Risco Tech Support on 0161 655 5500 and select option 1. Risco as the alarm manufacturers manage the iRisco service and will be able to assist you further. There is no password or user name that is needed or used for the alarm|SIM CARD service.

My direct debit now collects £10 for pre-pay credit

The costs involved in processing a direct debit payment have been increased by our provider and to avoid increasing our call or service charges to customers, we have increased the collection amount that is taken as part of our Automatic Account Top Up service from £5 to £10 bringing it in line with credit card payments. From 1st February 2020, all direct debits for Pre-pay Credit will be for £10 and this amount will be added to your account. There will be no other changes to our service or fees, and the result of this higher top up amount means we will collect fewer direct debits from your account each year and we can keep our charges and costs the same. In fact our charges have remained unchanged in the past 5 years. All customers impacted by this change were emailed between 1st and 12th December 2019.

What happens if I don't pay alarm|SIM CARD for RISCO Cloud service?

The charge for the RISCO Cloud service, is a charge made by RISCO and not by alarm|SIM CARD. As you are already an alarm|SIM CARD customer, we arrange to collect the cloud service fee and pay RISCO on your behalf. If you decide not to pay the RISCO Cloud service through alarm|SIM CARD: Your panel will be disconnected from the Risco Cloud. Your service via the iRisco app will cease to operate, you will not receive push notifications of an activation and be unable to control the panel via your smartphone. Your sim will continue to work and be connected to the mobile network. We will be unable to provide remote support for your panel as this uses the RISCO Cloud service to provide us with panel settings Your panel will need to be programmed to send SMS to you in the event of an activation (subject to your chosen sim service plan). If in future you need any settings changing in your panel, these will need to be done via the keypad on the panel as we will not be able to assist remotely.

How do I register change a new / change my payment card details ?

If you wish to change the registered debit / credit card that is used for your fees / prepay credit: 1. If you have received an email from us confirming a payment after 1st June 2018, you can use the button in the email (shown below) to access your billing history and update the card on your account. In your email click -> Then click Update Card -> 2. Alternatively, visit the Account section on our website at https://alarmsimcard.co.uk/account.html enter your billing email address and last four digits of your current payment card and we'll email you a secure link to update your card. For security, we are unable to update card details in any other way.

I am moving house, how do I transfer the alarm|SIM CARD to the new owners ?

If you are moving house and would like the new owners to take over the sim account to ensure continuation of service, simply create a new ticket and let us know the email address and name of the new owners and confirmation that you wish to transfer the sim account to them. We will contact the new owners to arrange they set up a payment method and remove you and your payment method from the account.

I have been charged, what is it for ?

alarm|SIM card offer a range of plans and you may see a charge on your card statement from us. We have detailed below what each charge is for: £10 - PLAN20: alarm|SIM CARD Pre-pay Credit. Click here for more details. £20 - PLAN20: Annual Service Fee. Click here for more details. £23.80 - Risco Cloud Service Fee (Allows access to control and monitor your alarm from your phone) £29.88 - PLAN2: Annual Service Fee (Back up data inclusive sim plan) £35.88 - PLAN10: Annual Service Fee (Data inclusive sim plan) £43.80 - PLA20CLOUD: Annual Service Fee (PLAN20 and Risco Cloud Service combined fee) £53.68 - PLAN2CLOUD: Annual Service Fee (PLAN2 and Risco Cloud Service combined fee) £53.88 - PLAN10+: Annual Service Fee (Data and SMS inclusive sim plan) £59.68 - PLAN10CLOUD: Annual Service Fee (PLAN10 and Risco Cloud Service combined fee) £77.68 - PLAN10+CLOUD: Annual Service Fee (PLAN10+ and Risco Cloud Service combined fee) More details about the alarm|SIM CARD plan can be found by clicking here. If you require any additional help with your charge, please Submit a Ticket so we can assist you further.

If I don't pay for RISCO Cloud service will my alarm|SIM CARD still work?

If you decide not to pay for the RISCO Cloud service, this will not prevent your alarm|SIM CARD from connecting to the mobile network, however you will not be able to utilise the RISCO Cloud service.

My Wifi enabled SecuPlace goes offline periodcally

Using wi-fi as a means to connect your SecuPlace to the internet is a great idea, however it is important to understand the limitations of wi-fi and why is is vitally important to use an alarm|SIM CARD in your panel. Important If you only use wi-fi in your SecuPlace panel (i.e. no alarm|SIM CARD): 1. If the wi-fi signal is lost then the panel has no way to communicate with you; and 2. The alarm will not be able to send you an SMS or call you in the event of an activation. Using wi-fi only could result in your alarm activating and you are not contacted. About wi-fi 1. Wi-fi signals are prone to interference, are short range and can drop in and out. 2. We have seen routers / wi-fi "freeze" and need a manual reset. If this happens your alarm panel will have no access to the internet 3. The wi-fi signal has to travel through a router which then connects to the phone line, to then connect to the exchange and then from there connect to the internet. If there is a problem with the router, phone line or exchange then broadband can be lost and the panel will go offline. 4. Broadband routers tend to reset the broadband line periodically based on quality of connection and this can be from a couple of times a day to once every few weeks and this process can take a few minutes, during which time the panel cannot communicate with iRisco and an XML Error is shown. 5. If the phone line is cut from outside the property the broadband line will go down. 6. If the electricity to property is lost, then the broadband router / wi-fi will switch off and connection to iRisco is lost. 7. Wi-fi does not allow for SMS or phones to be made Solution We recommend using wi-fi as the primary means to connect to the internet and also install an alarm|SIM CARD. You should then set up the panel to use the mobile network data connection as a "backup" which means that under normal circumstances, wi-fi is used for the panel to communicate with the iRisco Servers, but if wi-fi is lost the panel automatically switches to the mobile network for data. When wi-fi becomes available again, the panel will switch back to wi-fi. In addition, we always recommend that the panel is programmed to call a phone number on the event of an activation. A call placed by the panel is a "direct" communication between the panel and your phone and is not reliant upon any servers or the fact that you may or may not have a data connection on your phone. If you need any help with settings for your SecuPlace, please submit a ticket

I have other questions on the RISCO Cloud service charges.

Simply create a new ticket and we will be delighted to help. Please provide your panel ID as this will help with any query.

My SIM Card has been lost or stolen

If you have lost or had your SIM stolen, please Submit a Ticket As a security precaution, your account and SIM will then be suspended to prevent use. Once suspended, your SIM will not be able to make or receive calls. We will discuss replacement options with you.

Should I use an alarm|SIM CARD with a wifi enabled panel?

Using wi-fi as a means to connect your SecuPlace to the internet is a great idea, however it is important to understand the limitations of wi-fi and why is is vitally important to use an alarm|SIM CARD in your panel. Important If you only use wi-fi in your SecuPlace panel (i.e. no alarm|SIM CARD): 1. If the wi-fi signal is lost then the panel has no way to communicate with you; and 2. The alarm will not be able to send you an SMS (if required) in the event of an activation. Using wi-fi only could result in your alarm activating and you are not contacted. About wi-fi 1. Wi-fi signals are prone to interference, are short range and can drop in and out. 2. We have seen routers / wi-fi "freeze" and need a manual reset. If this happens your alarm panel will have no access to the internet 3. The wi-fi signal has to travel through a router which then connects to the phone line, to then connect to the exchange and then from there connect to the internet. If there is a problem with the router, phone line or exchange then broadband can be lost and the panel will go offline. 4. Broadband routers tend to reset the broadband line periodically based on quality of connection and this can be from a couple of times a day to once every few weeks and this process can take a few minutes, during which time the panel cannot communicate with iRisco and an XML Error is shown. 5. If the phone line is cut from outside the property the broadband line will go down. 6. If the electricity to property is lost, then the broadband router / wi-fi will switch off and connection to iRisco is lost. 7. Wi-fi does not allow for SMS or phone calls to be made Solution We recommend using an alarm|SIM CARD as the primary means to connect to the internet. However if you want to use wifi, then also install an alarm|SIM CARD. You should then set up the panel to use the mobile network data connection (GPRS) as a "backup" which means that under normal circumstances, wi-fi is used for the panel to communicate with the iRisco Servers, but if wi-fi is lost the panel automatically switches to the mobile network for data. When wi-fi becomes available again, the panel will switch back to wi-fi. Using the above configuration you will always be able to control and monitor your alarm via the iRisco app without having to worry about your wifi going down. If you need any help with settings for your SecuPlace, please submit a ticket

How do I advise you that I have moved house

Please Submit a Ticket and advise of your new address to ensure that we have the most up to date details for you.

How do I pay my RISCO Cloud service fee through alarm|SIM CARD?

The RISCO Cloud service fee is collected through your annual payment to alarm|SIM CARD meaning you pay your sim plan fee and the RISCO Cloud service fee in one payment. Where you request we collect the RISCO Cloud service fee on your behalf part way through the alarm|SIM CARD billing cycle, we will collect the pro rata RISCO Cloud service fee up until the alarm|SIM CARD annual service fee billing date.

What is my panel Access Point Name (APN)

You need to programme the correct APN into the panel to ensure that you can get a reliable internet connection from the panel. The APN used is dependant on your sim serial number. Simply create a new ticket (entering the email address registered with us) and if you have it, your 19 digit sim serial number. We'll then be able to advise of your APN via email.

Can I pay by credit / debit card instead of direct debit?

We are delighted to announce that we now offer payment of fees and pre-pay credit via debit / credit card and you can easily switch by clicking here Please note that if you paid your fees on a monthly basis, you will need to pay fees annually up front, however this is more cost effective for you and saves £4 a year.

What's the advantage of paying the Risco Cloud service fee through alarm|SIM CARD ?

Risco is one of the worlds leading security equipment manufacturers and produce some of the most innovative and security focussed equipment available. Whilst the equipment is designed to be simple to use and operate, the SecuPlace and iConnect alarm systems have over 1250 different settings and parameters. Checking or changing these in the event of a problem can be very time consuming and tiresome. Our support team have a detailed knowledge of the Risco Cloud service as well in-depth knowledge and experience with the SecuPlace and iConnect systems. Where you pay your Risco Cloud Service fee through us, we are able to provide a range of services: Diagnose faults, issues and errors remotely Advise of the best course of action to remedy faults and make changes as required Assist in changing settings to meet your personal circumstances Undertake services on your system including Health Check and Post Installation Checks Assist in setting up additional users on your Risco Cloud Service account We can resolve or advise on all issues remotely through our support service and provide some of the quickest response times in the industry through our team who are available 8am to 10pm 365 days a year. In contrast without access to the Risco Cloud Service, if you have a problem you need to call an engineer who may charge up to £150 to visit your home to establish faults or issues with your system. In addition to the cost, it will involve your time in waiting for an engineer and taking time off work for the visit.

Why is my wifi not connecting my panel to the internet?

The wifi connection relies on a number parts to ensure your panel can connect to internet. Please work through the list below to reconnect your panel to the wifi. Check your phone line has a dial tone - if OK, move on…. Check you can access the internet through another device (i.e. via a laptop or tablet) and confirm the network name that the device is using - if OK, move on…. Check that your router is transmitting an SSID (network name) and the router is broadcasting on frequency 2.4GHz ONLY. The panel does not support the 5GHz channel or Wifi 6 protocols. If your router is transmitting a 5GHz channel, please disable this channel. Restart your router - wait 5 minutes and check again you can access the internet as per 2 above - if OK, move on…. If applicable check the wifi code has not changed since you set up the alarm panel - if OK, move on…. Restart your alarm panel: Press tick and enter the Master Code (1234 By default) and go to number 7 Servicing Scroll down to menu item 14 which is System Reset Press tick. Try scanning for wifi again: Press *SOS for 3 seconds and then enter the master code (default is 1234); SETTING WI-FI 1. SCAN WI-FI displays. Press TICK; the control panel scans for WiFi networks. Scroll to your router’s WiFi network, and then press TICK. Enter the password, and at the “SAVE?” prompt TICK, press ; if connection is successful there is no message. If there is a problem in connecting, an error message displays. If the wifi name is still not showing in the list of available networks, this indicates an issue with the router wifi and recommend installing an alarm|SIM CARD in the panel to quickly alleviate the issues with wifi compatibility. Find out more here or get in contact.

How do I cancel my alarm|SIM CARD?

We are sorry to hear that you no longer wish to keep your alarm|SIM CARD and take advantage of: 1. A specially designed service for your alarm security system 2. Great value pricing 3. Multi network roaming sim to keep you connected 4. No minimum usage requirements or manual top ups to worry about 5. Technical Support to help diagnose any technical issues If you wish to cancel because you have a wi-fi enabled alarm panel, please click here to read article first. If you still wish to cancel, please click here. As we need to verify certain details with you, all cancellation requests must be submitted via the the above link. When you cancel your account it is irreversible. It you later wish to use our service again, we will need to send you a new SIM card.

My iRISCO app shows an error: 'You are not authorized to operate the specific site'

If you try and log into your system via the iRISCO app and get the above message advising you are not authorised, the likely reason is that you have not subscribed to the RISCO Cloud Service. Create a new ticket and we will try and assist you in getting back online.

The red LED status light on my SecuPlace is flashing

The red LED status light on your SecuPlace panel will flash to alert you that an alarm has triggered. To view what has triggered the alarm, press the down arrow to scroll through the events. If you need any assistance with what these mean, please get in contact by creating a ticket and detail each of the entries. As you scroll through (with each press of the down arrow) you will display a new event. When you get back to the date / time screen, you have viewed all entries. If the event that triggered the alarm has cleared, the next time you set and then unset the alarm the LED will stop flashing red.

I have been charged £20 for alarm|SIM CARD Annual Service Fee - what is this?

The £20 charge that was made to your card was for the Annual Service Fee on your alarm|SIM CARD which you registered with us. The sim card will be installed in your intruder alarm control panel to allow the alarm to send SMS, make calls and connect to the internet via an always on data connection to allow for smartphone access to your alarm. We always email you at least working 3 days before the collection is to be made to confirm the collection date and amount. If you did not receive this confirmation email, please check your spam folder. Once the payment has been collected, we will email you to confirm it was successfully processed. More details about the alarm|SIM CARD can be found by clicking here.

When I log into riscocloud.com my site shows as Disabled

If you try and log into your system via the riscocloud.com and your site shows as Disabled, the likely reason is that you have not subscribed to the RISCO Cloud Service. Create a new ticket and we will try and assist you in getting back online.

I have an email that mentions Chargedesk, who are they?

We use Chargedesk to provide you with online management of your payments to alarm|SIM CARD. This service includes generating invoices for you, provide the ability to view all your payments online, raise questions about payments as well as update your card details. All services provided by Chargedesk are undertaken on a secure website.

I have been charged for Pre-Pay Credit but my alarm never calls or sends me an SMS

The alarm|SIM CARD can be used to make calls, send SMS and also provide an always on data connection. If you have been charged for pre-pay credit and your alarm is not programmed to call or SMS you, then the panel will have been set up to use an always on data connection to communicate with a server to allow you to control and monitor your alarm via a smartphone. alarm|SIM CARD do not programme / set up your panel and any connection to the internet for a data connection from your SIM will have been programmed by your alarm installer.

My credit card has been declined, what should I do ?

If we attempt to collect a payment from your credit or debit card and it is declined, we will email you explaining what the charge was for and the reason for the decline (as provided by your bank). The email will have an Update Payment Details link for your to securely enter your new card details. Once your new details are entered, we will attempt to take the payment again within 24 hours. If you don't update your card details we will make up to 5 attempts in total during a 14 day period to collect the payment, after such time, your account will be suspended and then closed.

I have received a message: 'Your subscription will renew soon'

Prior to your alarm|SIM CARD Annual Service Fee being collected we will always email you to remind you of the payment and the date that the payment will be made. This reminder will be sent on behalf of alarm|SIM CARD by our payments processor, Stripe. If you have any questions regarding this email, please submit a ticket and we will be happy to help.

I've been told I need to swap my alarm|SIM CARD

You may have seen in the news 2G and 3G mobile networks are gradually being switched off over the next few years. Initially, mobile providers are switching off the 3G network in order that they can develop more advanced 4G and 5G networks which provides customers with better, faster and more reliable services. Your alarm panel uses 2G technology to connect to the mobile network in order that your panel can send SMS, make voice calls and / or connect to the RISCO Cloud service. At this time there is no definitive timescale for when 2G networks will close down. During this period of change, operators that provide international mobile services (and who use UK networks) are reviewing their network coverage. In the case of the operator of the alarm|SIM CARD in your panel, they have taken the decision to cease operating UK services on 31st October 2025 and after this date your sim will no longer work. To ensure continuity of access to a mobile network we need to send you a new sim card. To request a new SIM card, click here and complete a few details. If you have any questions, create a new ticket by clicking here and we'll get straight to you.

My alarm|SIM CARD account has been suspended

Where we attempt to collect payment from your registered Payment Method and the attempt fails, we will email you to advise your account is suspended and provide a secure link to update your card details. An account that is suspended can be reactivated but will not be able to use a data connection, make calls or send SMS. Where your card details are not updated or any additional attempts by alarm|SIM CARD to collect due payment are declined, we will: a) Where the declined payment is in relation to an annual service fee, we will close your account 14 days after the date of the first declined payment. b) Where the declined payment is in relation to a pay as you go credit, we will close your account 14 days after the end of the current period for which an annual service charge has been paid if the future annual service charge is also declined. For example, you pay your annual service fee of 15th March each year and your 2024 payment is successful. We then try to collect a pay as you go credit on 1st November 2024 which fails, all subsequent attempts fail and you do not update your card. Your account remains open but is suspended. We then attempt to collect your next annual service fee on 15th March 2025 which fails. We will close your account on 29th Match 2025 (14 days after the failed payment for the annual service fee). c) If declined payment is in relation to a pay as you go credit and you continue to pay an annual service fee, your account will remain but in a suspended state until we are can collect a pay as you go credit. For example, you pay your annual service fee of 15th March each year and your 2024 payment is successful. We then try to collect a pay as you go credit on 1st November 2024 which fails, all subsequent attempts fail and you do not update your card. Your account remains open but is suspended. We then attempt to collect your next annual service fee on 15th March 2025 which is successful. Your account will remain open but suspended until such time as your card details are updated . An account that has been closed cannot be reactivated as the sim is disconnected from the network. If your account has been closed and you wish to use the sim again, please get in contact.

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