Bates Security: Resources and Frequently Asked Questions

To reset an app password, you’ll typically use the app’s built-in password recovery feature, often labeled “Forgot Password” or “Reset Password” located on the login screen.

Once you’ve selected the password recovery option, follow the prompts provided by the app. If the app doesn’t offer a password recovery feature, contact our Support department for assistance.

You can either log in to the new payment portal or call our customer service team at (800) 403-9471.

If you are unable to log into our new payment portal or are having trouble accessing your account information, please email our customer service team at customerservice@batessecurity.com.

Please notify our customer service team as soon as possible by emailing customerservice@batessecurity.com.

Bates Security specializes in commercial security integration for video surveillance networks, fire alarm and suppression systems, and access control systems. Bringing all of these security systems together under one monitored umbrella is one of the best decisions your business can make because it speeds up the time to identify threats of all types and guarantees a swift response from the appropriate first responders.

Bates Security no longer offers this service to our customers.

Absolutely! All of our residential security systems include smart home integration. That means you can arm/disarm your system, view camera footage, and receive alerts—all from your smartphone.

Yes, most professionally installed security systems—including those from Bates Security—are designed to keep protecting your home even when the power goes out.

Here are some of the ways we accomplish this:

• Backup battery power: If your home loses electricity, an internal battery automatically powers the system for several hours—long enough to ride out most outages or safely alert emergency services.
• Cellular communication: Unlike older systems that rely solely on phone lines or Wi-Fi, Bates Security systems use secure cellular networks to maintain communication with our monitoring center, even if your internet is down.
• 24/7 professional monitoring: Our monitoring team is always on call. If your system detects an intrusion, fire, or carbon monoxide leak during an outage, we’ll dispatch emergency services immediately—even if you’re away or can’t be reached.

Please contact the Central Monitoring Station at (855) 228-3700 for emergency service after 5 PM.

Our monitoring station may send you SMS notifications regarding alarm activity. These messages are strictly for notifying you and should only be responded to if you need to cancel a dispatch. Otherwise, no response is required.

Please note: These texts come from the same phone number our monitoring station uses for both incoming and outgoing calls. Be sure to save this number in your contacts so you can easily recognize it.

Disarm your system as soon as possible. Our central monitoring station will attempt to contact you if the system is not disarmed in a timely manner.

You can also call our monitoring center at 855-228-3700 to notify us if the alarm was set off accidentally. You will need to identify yourself, provide the location where the alarm was activated, and verify your passcode. If your passcode matches our records, we will abort the alarm.

Bates Security never charges you for a false alarm. However, depending on your state and local ordinances, you may incur a fee for excessive false alarms in which local authorities are dispatched multiple times. We work hard to ensure that emergency services are only dispatched during a real emergency to help you avoid these fees.

Your Bates Security system is designed to send regular test signals to our central monitoring station to confirm it's communicating properly. A “Late to Test” notification means we didn’t receive that signal within the expected time frame.

This could indicate a communication issue between your system and our monitoring center, which may prevent alerts from being transmitted in the event of an emergency. We’ll reach out using your preferred contact method (phone, text, or email) to help troubleshoot the issue.

If you receive this alert, please contact our Customer Service team right away so we can help ensure your system is working as it should.

A “Late to Test” alert typically means your system was unable to complete its scheduled check-in with our monitoring station. This can happen for a few reasons:

• Communication issues: If your system uses a phone line, internet connection, or cellular signal to communicate, any disruption (a service outage, equipment update, or unsupported cellular technology for example) can cause a missed test signal.
• Power failure or battery depletion: If your property loses power and the backup battery in your panel runs out before power is restored, the system may fail to send its test signal. While we do provide low battery alerts in most cases, sudden or extended outages can still cause a communication failure.

If you’ve received this alert, it’s important to contact our team promptly so we can help you restore full communication and ensure your system is functioning properly.

Many insurance providers offer discounts (often 5–20%) for professionally monitored systems. Bates Security can provide documentation to help with your insurer.

Please submit this form at your convenience. We’ll have a technician drop them off when they’re in the area, or mail them to you.

Yes, we do! If you have friends, family, or colleagues who need security solutions, we’d love the opportunity to help. Simply have them mention your name when they call us at (800) 403-9471 or request a free consultation through our website.

If your referral purchases a Bates Security system, we’ll send you a $50 referral gift!