Immediate Assistance
If you need immediate help please call!
Emergency dispatch service is always available 24/7.
And we're here to help you 24/7
If you need immediate help please call!
Emergency dispatch service is always available 24/7.
Toll-Free: (800) 697-9800
Want us to contact you? Click Here
Customer service representatives are standing by Monday – Friday from 7am-6pm & on Saturdays from 8am-5pm to help with whatever you need.
Answers to some of the most common questions our customers ask
A: Check with your city. In most areas your city will issue your permit. In Fresno, permits are issued by the Fresno Police Department. Once you have received your permit, please contact Matson Alarm so we can add your permit number to our system.
A: Click here for instructions to setup a Matson MyView Billing Account.
To have an account created for Matson MyView Monitoring you will need to call us at (800) 697-9800 or email us.
A: Click here for instructions for Multi-Site accounts.
A: If you have any remodel work done on your property, please contact us. We can disable parts of your alarm system so that you do not incur any false alarms. When you are finished with your remodel, Matson Alarm can come out to your property to reassemble your system at our regular service rates.
A: You can check your contract date by contacting our Customer Experience Agents at
(800) 697-9800 or by emailing us.
A: If you are on EFT/Auto Debit you may contact our Customer Experience Department to change your invoice date by calling us at (800) 697-9800 or emailing us.
Fill out this form and return it to our Customer Experience Department.
A: Click the “zones” icon, then select the zones you would like to bypass then click “bypass” icon. Enter your 4-digit code.
A: This means “Backup Failure”. Please contact Matson Alarm.
A: Your battery can last approximately 8 hours.
A: The battery on your panel will last approximately 5-7 years.
A: This means “Failure to Communicate.” You need to check with your phone company to ensure your analog land line is working properly. If you do not have a land line and your system is connected through your WiFi check that your WiFi is working and the password has not been changed.
A: No, you need an analog phone line, a back-up radio or a Matson Alarm communication module.
*Note: Any time there is work done on your phone line or internet, call the service department at (559) 438-8000 and test the alarm system with us.
A: We encourage our customers to test their alarm system at least once a month, and notify us if they have phone line work done at their home or business.
A: Yes, it is normal.
A: Yes. There is a small hole on either the top or side of the sensor that allows you to pop off the cover. Inside you will see the battery type, and can purchase one from Home Depot or Lowes.
A: Enter your master code + 8 + your user number + your new 4 digit code twice.
A: Enter your master code + 8 + user number + new 4 digit code once.
What are the group chat text messages I keep receiving?
A secure chat group with your trusted contact list. Americans only answer 48% of their phone calls. They are much more likely to respond to text messages. When our monitoring center receives a signal, members in your group chat can text one another in the chat to figure out what is going on and determine if emergency dispatch in needed.
Why do I keep getting robo-calls?
Our monitoring center uses Interactive Voice Response Technology, which means you’ll receive an automated call for low-priority alarm signals, such as a low battery alert. At the end of the call you will be asked to press “1” to confirm, if you do not press “1” or get disconnected before the call is finished, the automated call will continue through your emergency contact list. IVR technology allows our operators focus on high-priority alarm events.
How can I remove text messages or robo-calls from my account?
If you prefer not to receive chats or automated calls, we can remove those from your account. If we remove the chat feature, then you will receive an IVR phone call every time there is an alarm at your property. If we remove the automated calls, we need to replace those notifications with either text messages to one cell phone number or a daily emailed report to an email address.
How can I add a user code on my Virtual Keypad App?
How can I remove a user code from the Virtual Keypad App?
How can I bypass a zone?
Need Remote Support Assistance?
Please set up a session by calling us at (800) 697-9800 .
If you’ve already done that you may begin your session.