FAQ
Do you have a question about our service, our products or your SAFEHOME installation? You'll find the answer in our Frequently Asked Questions (FAQs).
For all other enquiries, please contact us.
Technical questions
I want to change, modify or delete an access code / badge
Please refer to the instructions in our user manuals.
I improperly handled my alarm system while arming/disarming. What should I do?
Call Protectas Alarm Center at 058 123 02 00. Identify yourself with your password and inform them of the improper manipulation in order to avoid a unnecessary intervention.
My keyboard doesn't work!
If you have a remote control, use it! If that does not work, please contact Protectas Technology for assistance.
My alarm is not beeping as usual.
- Check the indicator lights on the keyboard or the control panel.
- If a red light is lit on the “warning beacon” (4th position from the left on the station), activate and deactivate the alarm once (alarm memory).
- If a red light is lit on the “tools”, contact Protectas Technology.
- If an orange light is lit on the “door”, check that all windows and doors are properly closed.
- The batteries/accumulators are perhaps weakening, contact Protectas Technology to fix un appointement to replace them.
I have an unusual light on my keyboard or the control panel.
Definition of each indicator lights. If your keyboard is displaying: ===XXX===, try the remote control, otherwise contact Protectas Technology.
How can I be sure that my alarm is working properly?
Carry out a test!
- Call Protectas and say that you want to perform a test of your system (confirm with your password).
- Carry out a real test, activate the alarm and get out of the sensor area!
- Wait outside for AT LEAST 3 minutes. Strictly respect the 3 minutes delay!
- Step back into your premises without deactivating the alarm and walk past the sensors.
- Deactivate the alarm. To clear the alerts that have taken place, activate and deactivate your alarm once.
- Call Protectas to know which criteria they received.
Is my alarm system connected to IP over my modem ?
If you do not know how your system transmits, contact Protectas Technology by email: admin.technology@protectas.com or from Monday to Friday on 0848 848 555 between 8.30 am and 4.30 pm.
End of the 2G transmission announcement of Swisscom. Does my system transmit via 4G ?
If you do not know how your system transmits, contact Protectas Technology by email: admin.technology@protectas.com or from Monday to Friday on 0848 848 555 between 8.30 am and 4.30 pm.
Which technical faults are transmetted to Protectas?
- Accumulator and low batteries.
- Sabotage; when a peripheral is open, torn off or receives a choc).
- Absence of transmission / *non-exhaustive list.
Should I clean my alarm system?
Dust around the detectors once a month (spider webs). Check the cleanliness and physical condition of each detector.
General questions
I want to change my password and/or change the call-back numbers and/or numbers to contact in case of an emergency.
Please complete the form and send it to Protectas.
I want to change / improve my installation.
- Visit our website to see the available products.
- Ask for a quote
- A consultant will contact you upon receipt of the contact form.
How long will my alarm system last?
You need to know that with the evolution of electronics, the capacity of devices increases and their size decreases. That is why the service life between old and new models may be different, like any other electronic device. For new systems, the service life is about 5 years. For older systems, the service life can vary between 7 and 12 years. However, we recommend that you update your alarm system after 5 years and that you stay informed of technological developments of your system.
Work or power cuts are planned.
Contact us if items need to be removed! For paintworks we highly recommend to remove the alarm equipment. Doing it by yourself may damage the equipment. Only Protectas Technology technicians can work on your installation.
Caution: These events can trigger the alarm, please inform Protectas at 058 123 02 00 at least 1 workday before works / power cuts to establish particular instructions if necessary
I will soon be moving.
Please contact Protectas Technology. Protectas Technology offers its services throughout the national territory. Please communicate the date at least one month in advance. An offer will be prepared for the removal of the system at the old adress, the reinstallement and programming at the new adress and the updating of the datas. Once the offer is returned signed the technical service will contact you to fix an appointement. Protectas Technology will send you the forms for the updating of client’s datas and key changes to update the file for the Protectas connection service and intervention.
I would like to receive some stickers / signs.
Send an e-mail to admin.technology@protectas.com with the number of stickers / signs you need and the adress where they should be sent.
I want to refer a friend.
Please complete the online form
I'm going on holiday. Who should I inform?
Write an e-mail to admin.technology@protectas.com at least 1 workday before your departure. Mention the date and time of departure and day and time of return specifying the people who will be available for call-backs. Make sure these persons know the identification password. To confirm your request, please put your contact details and customer number in the e-mail.
When does Protectas intervene and what is the purpose?
In the event of an alarm , prior intervention, Protectas proceeds to call-back following the list provided by the client. Intervention is solicited on client’s request, when call-back is unanswered or identification is wrong. The Protectas agent goes on site with the intervention file. He carries out a external control and afterwards an internal control. If necessary he secures the premises.
Does Protectas have a secured code for my premises?
Yes, each installation has its own Protectas secured code.
I would like to send Protectas a new set of keys / replace the keys.
For safety reasons, it is not possible to deposit them at the Protectas station. Please complete the form and send them by registered mail in a protected envelope to Protectas SA.
What are your opening hours?
Monday to Friday from 8.30 am to 4:30 pm. Outside normal opening hours, and in case of a technical emergency, you can contact us under 0848 848 555. The stand-by technical service only operates outside normal opening hours as a last resort. The hourly rate is CHF 250.- + travel costs. The stand-by technical service is an additional service that is not part of your technical maintenance contract.