Customer Service and Support
- Customer Service & Support
- Request a Service Appointment
- Billing
- Frequently Asked
Questions - Office
Locations
Customer Service & Support
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The Hawk Security Services Customer Care Center reaffirms our commitment to excellence. This mission is shared by our management and operational personnel throughout the organization. For general service and support issues: CustomerServiceISSweb@interfacesystems.com Interface Digital Voice Customer Help Desk 1.800.350.4469 IDVcustomerservice@interfacesystems.com Service 1.800.249.0190 Website |
Request a Service Appointment
Your time is valuable to us!
Use this form to request service for your security system, and we will contact you within the next business day.
Billing
Online Bill Pay
Click here to pay your bill online.
Billing
Contact an account representative
by phone
1.866.593.3485
billing@interfacesystems.com
Sign Up for Direct Pay
Click here to download the form to sign up for direct pay.
Please complete and print out and fax to:
Interface Security Systems
Attn: Direct Pay Plan
3773 Corporate Center Drive
Earth City, MO 63045
Fax: 314.595.0379
Or you can contact an Account Representative or fax a form to 1.866.593.3485.
FAQs
Need more information about your billing? Check the frequently asked questions below.
If your questions were not answered below, please contact an account representative
1. Can I pay my bill online?
Yes. Click to open our Interface Payment Center to pay your bill safely and securely online.
2. Can I have my recurring charges automatically paid via Credit Card or ACH (Automated Clearing House)?
Yes. Click to complete a Direct Pay Plan Application.
3. Will I be charged extra if my payment is late?
Yes. A 1.5% late fee will be assessed if payment is not received by the due date on the balance due each month.
4. Why is my most recent payment not reflected on my current month invoice?
Your payment has probably not reached our bank and been applied to your account after the present invoice was created and mailed. If the payment you have sent equals the Balance Forward, simply remit payment for the current charges. If the payment you have sent does not equal the Balance Forward, please call a billing account representative to resolve any differences on your account.
5. Why did I receive an invoice for service or installation when I paid your technician when he was here?
Your payment may have reached our bank after the present invoice was generated. Please disregard any previous balance if you have already made a payment and remit for any current charges that have not yet been paid
6. Am I billed for services in advance?
Yes. Interface and its associated companies bill and require payment prior to providing the services.
7. Why am I not receiving my recurring invoice?
You are likely taking advantage of the Direct Pay service or the billing address is incorrect. Please contact a billing account representative as soon as convenient.
8. Why am I charged for a permit fee?
Certain municipalities require security companies to collect alarm permit fees from their residents and remit the fee to the city. This is similar to sales taxes.
9. Why has my auto-payment not been taken and applied to my account?
Your credit card or ACH was declined. The likely reasons are the account is overdrawn/over its limit or the credit card has expired.
10. If my due date shows Due Upon Receipt, what is the actual due date?
Payment is due once the USPS carrier delivers it to your mailbox. However to avoid late fees, it is recommended to remit payment by the invoice date.
11. When I received my first invoice, the recurring monthly charges were less than my contract amount. Why is there a difference?
You will see a partial month charge for your monthly services based on the prorated period listed on your invoice.
12. Will I receive a charge if my payment is declined due to Non-sufficient funds, I put a stop payment on a check, or I close my bank account before payment is made?
Yes. You will receive a $20 charge for any of the above
13. What are all of the taxes, fees and surcharges on my invoice?
- Sales Tax
Sales and Use taxes levied by the governing authority for each state, municipality, and county.
- Universal Service Fund - Federal
The Universal Service Fund helps keep local service rates affordable to all and provides discounts on services to schools, libraries and low-income families. The Federal level USF is assessed on approximate interstate calls.
- Universal Service Fund – State
The Universal Service Fund helps keep local service rates affordable to all and provides discounts on services to schools, libraries and low-income families. The State level USF is assessed on approximate intrastate calls.
- Telecommunications Relay Surcharge
Funds the telecommunications relay center which assists hearing and speech impaired individuals in communicating with others.
- Communication Services Taxes – State and Local (range)
Communications Services taxes and fees levied by the governing authority for each state, municipality, and county.
- Cost Recovery Surcharge
These surcharges recover part of the costs of local facilities and other costs associated with reporting to governing authorities.
Alarm System Frequently Asked Questions
Having trouble with your alarm system? Check the FAQs below.
1. Why do I need monitoring?
If your alarm were to go off while you’re away, who will call the police? Our 24-hour UL Listed Central Station monitoring center will notify local authorities when operators receive a signal. The police will then be dispatched to your home or business.
2. Will your Monitoring Center receive an alarm signal if the alarm is not on?
An alarm system should be powered down as a last resort to reset the system out of alarm status. The transformer must be located and unplugged. (Often the screw that secures the transformer to the outlet will need to be removed.) Once the transformer is unplugged you must also remove the battery connection. Both terminals on the battery should be unplugged to ensure the alarm system would shut down. Always contact us before powering down the system as a tamper alarm will be sent.
3. How do I power down my alarm system?
An alarm system should be powered down as a last resort to reset the system out of alarm status. The transformer must be located and unplugged. (Often the screw that secures the transformer to the outlet will need to be removed.) Once the transformer is unplugged you must also remove the battery connection. Both terminals on the battery should be unplugged to ensure the alarm system would shut down. Always contact us before powering down the system as a tamper alarm will be sent.
4. Why does my keypad display not ready?
Your keypad is informing you that the alarm system is not ready to turn on (arm). Common reasons for this are that a door or window is not completely closed, a motion detector may be sensing movement, or a previous alarm has not been cleared out of the memory. Correct the condition and the alarm system will be ready to arm.
5. How do I change the people listed on my call list?
It's simple. Residential Customers can call the Data Entry department at 1.866.701.4441 with your changes. Have your personal identification code ready in order to make your changes. Commercial or Residential Customers may always fax changes to 866.461.3941 or email to techdata@interfacesystems.com. Make sure to tell everyone on your call list what to do in case they receive a call from us.
6. What if my system doesn't work correctly?
We will be happy to investigate any problems you're having with your equipment. Just call 1.800.877.0776 for any service-related issues.
7. If there's a problem, can you turn my system off from one of your offices?
Not normally, unless you subscribed for this additional service. Most systems are an independent unit and can only be turned off at your keypad.
8. My alarm went off accidentally, but I quickly put in the code and shut it off. I expected a call from your company, but no one called. Why not?
The system allows a brief period for you to turn off your system before an alarm signal is sent to the Monitoring Center. This gives you enough time to cancel the signal and prevent a false alarm. These signals are still transmitted to the Monitoring Center and you may always call to check on what we received.
9. If the power goes off, will my alarm system still work?
Yes, in case of a power loss, the back-up battery will activate to maintain your alarm protection for several hours. In the event your battery is low, a low battery signal will be sent to your Central Station so you can be notified.
10. If I have an emergency, should I call your company first?
No, if you have an emergency, call 911 first. If you are unable to call 911, then depress the panic or fire alarm button on your keypad, and our Central Station will request emergency services.
11. Am I responsible for testing my system regularly?
Yes, it is your responsibility to make sure that your system is in good working order. We regularly initiate a communications performance test. It's easy to test your system; just refer to your owner handbook or call the Secure Operations Center at 800.727.1668 and follow the simple instructions we will provide. If you find that a part of your system is not working properly, call us to request repair service.
12. I want to maintain my service address, but need to change where my bill is sent?
To change your billing address, please contact us directly at 1.866.593.3480.
13. Why are false alarms a problem?
False alarms can take police away from real emergencies. When your security system activates, it’s like dialing 911, the police respond thinking there is an emergency. False alarms can lead neighbors to ignore your alarm if it happens repeatedly. Taking the time to understand your system will prevent repeated false alarms.
14. What is the code number?
The code number is the number you enter on your security system keypad to turn your system on and of. If you want to change your code number, consult your security system manual for specific instructions. If you need help changing your code number, call our customer service number. Be sure that all family members, frequent guests, and anyone with access to your home is aware of your code number.
15. Forget your code number?
Please call the customer service number on your invoice. Unfortunately, while the problem can be solved, it may require a service technician to visit your home.
16. What is the Central Monitoring Station password?
This is your secret password that the Central Monitoring Station will require for identification when your alarm is activated. The primary purpose of this password is to cancel false alarms. It ensures the Central Monitoring Station that they are speaking to you, not an unauthorized person. It is also necessary to give your password to change any information stored at the Central Monitoring Station.
17. Forget your Central Monitoring Station password?
If you forget or give the Central Monitoring Station an incorrect password, they will send the authorities to investigate the situation. If you forget your password or would like to change it, call the customer service number.
18. Do I need to notify anyone if I change my phone number, address, or contact list?
Yes. Call the customer service number and notify them of these changes immediately. They will update your records at our office and relay this change to the Central Monitoring Station. It is imperative that we have your current phone number; otherwise the Central Monitoring Station operator will not be able to call your home to verify an emergency.
19. How can I learn more about my security system?
Your security system manual is an excellent source of information on your specific security system. You may have also received an end-user video that explains the operation of your security system. These tools can explain unique features and how to operate them. If you have misplaced or were not furnished with an owner’s manual for your security system, contract our customer service number and we will be happy to send you one.
20. How often should I test my security system?
Monthly. Each month you need to test your security system to ensure that it is working properly. Follow the instructions in your security system manual-you may need to contact your Central Monitoring Station to complete the test. Periodically testing your security system is the only way to ensure that it will function properly in the case of an emergency.
Office Locations
Dallas-Fort Worth, TX
14500 Trinity Blvd., Suite 100
Fort Worth, TX 76155
817.785.0200-Hawk Security Svc.
817.785.0202-Hawk Healthcare Svc.
Fax: 817.785.0160
Longview, TX
1105 Judson Suite B
Longview, TX 75601
800.753.1546 | 903.757.5500
Fax: 903.758.1423
San Antonio, TX
10203 Kotzebue, Suite 106
San Antonio, TX 78217
210.822.8941
Fax: 210.822.3475
Click here for a complete list of Interface offices.
