FREQUENTLY ASKED QUESTIONS

Our Systems & Hardware

How do wireless security systems communicate?
In our systems, the panel communicates with its sensors using low-power radio signals. The panel features an internal cell phone communicator to monitor your home with the fastest speeds in the industry (up to 10x faster than 3G). Our latest system uses dual-path communication (cellular and WiFi) for even greater reliability. Our most secure panel ever, the Plug&Protect COMPLETE, communicates with its sensors via encrypted signals to keep your family safe.
Are wireless security systems secure?
In fact, wireless security systems are more secure than wired systems. It’s much easier for an intruder to cut a landline than disrupt the cellular signal our systems use to communicate. If an intruder tries to break your panel, it will set off an alarm before the panel is compromised. Wireless sensors are also more secure. Since they aren’t constrained by wires, they can be placed out of view from intruders. If a sensor is tampered with, an alarm will be triggered as well.
How do wireless security systems communicate?
Yes. Anyone with your system’s passcode can arm and disarm it from the alarm panel, or from the system control app.
Can Plug&Protect be connected to home automation devices, such as smart lights, locks, and thermostats?
Yes. With the Total Home plan, your Plug&Protect panel can serve as a hub for up to 40 z-wave smart sensors and devices. Compatible devices from multiple manufacturers can be controlled remotely from our mobile app.

Plans & Monitoring

What is professional monitoring?
A “professionally monitored” alarm system transmits alarm signals to an alarm monitoring center, a sophisticated call center that can rapidly dispatch the police, fire and medical authorities to your home in any emergency. Professional Monitoring is especially important because calling 911 on your cell phone won’t connect you to the correct authorities unless you’re currently located within their jurisdiction area. Our monitoring center will always dispatch the correct authorities no matter where you are.
Who gets notifications when an alarm goes off? Can I choose who I want to be notified?
When an alarm goes off, you and your emergency contacts will receive your choice of voice calls, SMS and/or email notifications. You create your emergency contact list online after you purchase your system, and can update the list anytime. Our patented alert system, ASAPer, allows as many emergency contacts as you want. Emergency contacts can also participate in ASAPer’s group chat, which lets you send each other private messages when an alarm occurs to make sure it’s resolved properly.
How many months is the monitoring agreement for?
Our initial monitoring agreement is for 12 months, not the typical 3-5 year contract required by most security companies. After those 12 months, the agreement becomes month-to-month. You can cancel your plan at any time without a termination fee. You can also get a full refund on your equipment if you return it in good condition within a year.
Can I upgrade or downgrade my plan at a later date?
Yes, you can change plans at any time. If you downgrade plans, however, you will need to return any system discount you received on your initial plan. You’re also only eligible for a system discount during your initial purchase, not if you upgrade your plan at a later date.

Installation

How easy is it to self-install a Plug&Protect system?
Very easy. If you can hang a picture on the wall you can set up Plug&Protect. No tools needed. Every component comes with extra-strength, 3M adhesive strips to make placement easy. On average, the installation takes 15-20 minutes.
How can I be sure that I set up my system correctly?
When you set up your system, one of our technicians will be there on the phone to guide you through the process. After setup is completed, the technician will run a few tests to make sure that everything is working correctly.
How does the Plug & Protect pre-configuration process work?
After you purchase your system, at a time of your choice, you will complete a brief, online questionnaire. This provides us with the info we need to pre-configure your system. Next, we’ll program the sensors so they’re synced with the panel, test the system, and label each sensor so you know where to put it. Then we ship your system directly to you.
Does an installer need to come to my house to set up Plug & Protect?
No. Plug & Protect is designed to be easy for anyone to install. If you can hang a picture, you can set up a Plug & Protect system.
I don't have a landline. Can I still get a Plug&Protect system?
Yes, you can. Plug&Protect systems communicate wirelessly through cellular networks and WiFi. No landline needed.
Do I need tools to set up Plug&Protect?
Nope. No tools are required to install Plug&Protect. Each component comes with extra-strength, 3M adhesive strips that make placement easy. Optionally, you may use screws to secure motion sensors or wall-mount the panel.
Can the Plug&Protect panel be mounted on the wall?
All panels included in the Plug&Protect packages can be either wall-mounted or free-standing using the included desk-mount. While we recommend the desk-mount, wall-mounting a panel is as easy as hanging a picture; just place the screws in the desired location and attach the panel.

About the Company

How long has NOVAbeen in business?
We’ve been serving all 50 states for 13 years and running. We now protect over 200,000 customers!
Where is NOVA located?
Our headquarters is in St. Marys, Kansas, where the company was founded. We also have an office in Evanston, Illinois, right outside of Chicago.
How is NOVAdifferent from traditional home security companies?
We eliminated outdated industry standards to make home security more customer-friendly. No more sleazy installers, proprietary systems, short cancellation periods, auto-renewals, or rate hikes. We want you to be in control of your security!

Miscellaneous

I live outside the United States. Can I still get Plug&Protect?
Currently, Plug&Protect is only available in the United States.
I already have a home security system in my home. Can I get NOVAmonitoring for that system?
Yes. We have a lot of experience transitioning older alarms systems to our monitoring and service. Give us a call to learn more.
Are NOVA's smartphone apps secure? What if someone steals my phone?
We recommend enabling a system-wide passcode on your smartphone, but even if someone does manage to access your system control app, they will still need to enter your alarm passcode to disarm the system.
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