Protect⁺ Provides 24/7 Fire Dispatch When You Need It.

Currently the Protect⁺ Plan is only available in the US (all 50 states).

The Monitoring Association (TMA), a trade association that represents the professional monitoring industry, annually grants TMA Five Diamond designation to monitoring centers that satisfy the highest professional monitoring standards. Experts from our U.S.-based TMA Five Diamond certified monitoring centers will provide every home with 24/7 emergency support.

You can set a 4-digit PIN code when the Protect⁺ Plan is first activated. A PIN code is required for identity verification when you request cancelation of an emergency dispatch. Please remember the PIN code you set and share it with your emergency contacts.

1) Check the PIN code: Account→Protect⁺ Plan→Change Information→Set PIN Code

2) Change the PIN code: Account→Protect⁺ Plan→Change Information→Set PIN Code→PIN→Change PIN Code

For safety concerns, your PIN code cannot be changed during an ongoing emergency dispatch, but you can always check the PIN code if you forgot it in the app (see the above method).

We highly recommend adding emergency contacts for extra protection and sharing your PIN code with them. If an emergency occurs, your emergency contacts will be notified simultaneously and can cancel an emergency dispatch.

If you enter emergency contacts, the monitoring center will follow the steps below, in case of an emergency:

1. Send a Message: When an alarm is triggered, the monitoring center will send you and your emergency contacts a message. You and your emergency contacts must provide the PIN code to cancel an emergency dispatch.

2. Give a Call: If there is no response to the message, the monitoring center will call you first. If you do not respond, your emergency contacts will be called, according to your contact list. You and your emergency contacts must provide the PIN code to cancel an emergency dispatch.

3. Receive Different Decisions: When you and your emergency contacts are giving conflicting instructions (for example dispatch and dispatch cancelation are simultaneously requested), the monitoring center will first call the person who requested the dispatch for verification of the emergency, and then the person who canceled the dispatch. Our agent will take the appropriate actions at their discretion based on the responses. For example, if the contact requesting the dispatch doesn't find any danger, but the contact who cancels the dispatch detects a false alarm, our agent will cancel the emergency dispatch.

Practice Mode allows you to get familiar with Protect⁺ Plan. The monitoring center will send you a message and call you in Practice Mode, but no first responders from a fire department will be dispatched.

Practice Mode only supports manual emergency dispatch requests. However, if you subscribe to Protect⁺ Premium, first responders from a fire department will be automatically dispatched when a real alarm is triggered.

Practice Mode starts as soon as Protect⁺ Plan is activated and ends automatically after 7 days, or you can disable Practice Mode at any time during the 7-day trial period.

If you have an ongoing emergency dispatch request in Practice Mode and at the same time a real alarm is triggered, then you will receive app push notifications but you can’t send a request for actual dispatch at this point. Please call 911 for emergency services.

You can cancel the emergency dispatch after sending an emergency dispatch request using any of the following methods:

1. Tap “Cancel Emergency Dispatch” in the app and enter your PIN code.

2. Reply to the message sent by the monitoring center with your PIN code to cancel.

3. Answer the call from the monitoring center and share the PIN code to cancel.

If you confirm the emergency dispatch request cancelation, we will do our best to help cancel it. But we cannot guarantee a successful cancelation as this depends on the monitoring center and first responders’ progress. You can try to cancel the emergency dispatch before first responders arrive. You are more likely to be able to cancel an emergency dispatch if you do it soon after making the request. In some cases (for example, first responders are already en route to your home before a cancelation request is sent), first responders will still come to confirm your safety.

If you are fined by the local fire marshal or government agency for a false alarm, we will help you apply for a fee waiver to have some or all of the fine waived. Please upload good copies of the fee invoices: Account→Protect⁺ Plan→Fee Waiver for False Alarms. The false-alarm fee waiver is offered by X-Sense & Noonlight. We will send you follow-up emails with details.

If the emergency dispatch request delay is set, when an alarm is triggered, your request will be sent to the monitoring center with a delay. This gives you more time to check whether it’s a false alarm and cancel the emergency dispatch. You will also receive app push notifications to cancel or request emergency dispatch. When the delay time elapses and no cancelation request is received, a dispatch request will be sent to the monitoring center automatically.

You can set an emergency dispatch request delay when the Protect⁺ Plan is first activated. You can also set or change it later in the app: Account→Protect⁺ Plan→Change Information→Set Emergency Dispatch Request Delay.

Note: The emergency dispatch request delay feature can only be used when automatic dispatch is enabled under Protect⁺ Premium Plan.

1. Check the location of your alarm. Ensure it is installed properly according to the user manual.
2. Clean the alarm regularly according to the user manual.
3. Contact our customer support team immediately if you continue to receive false alarms. If you are a Protect⁺ Premium subscriber, you can follow the instructions below while awaiting a resolution:

1) Set an emergency dispatch request delay. This feature gives you more time to check whether it’s a false alarm and cancel the emergency dispatch.

2) Disable automatic dispatch. You can check whether it’s a false alarm and tap the Emergency Dispatch Request button manually in the app to request a dispatch.

Your X-Sense alarms are directly connected to the monitoring center. When they are triggered, you will receive a message and phone call from the monitoring center. When the emergency is verified or if there is no response, a fire truck will be dispatched automatically by a fire department.

You can disable automatic dispatch in the app: Account→Protect⁺ Plan→Enable Automatic Dispatch (tap to disable).

When disabled, an emergency dispatch request will not be sent automatically if devices added to the Protect⁺ Plan are triggered. You will receive an app push notification, and can tap the Emergency Dispatch Request button manually in the app to request a dispatch. This does not affect subscription validity.

When your X-Sense alarm is triggered, you will receive a push notification from the app. If you need emergency assistance, just tap the Emergency Dispatch Request button in the app, and you will receive a message and phone call from the monitoring center. When the emergency is verified, a fire truck will be dispatched immediately by a fire department.

Yes, you can manually tap to dispatch in the app: Home→Protect⁺ Plan (top right corner icon)→Emergency Dispatch Request.

Each Protect⁺ Plan only covers one dispatch address. You can subscribe to extra Protect⁺ Plans to monitor other addresses.

To ensure a good experience, only the owner can get access to emergency dispatch services. The owner can add the invited users as emergency contacts and get emergency assistance if necessary.

To avoid unnecessary dispatches due to false alarms (e.g. cooking steam), you can set a disabling countdown for emergency dispatch services: Home→Protect⁺ Plan (top right corner icon)→Disable Protect⁺ Plan. During the countdown, emergency dispatch services are temporarily unavailable, including automatic and manual emergency dispatch. However, you will still receive an app push notification when an alarm is triggered. Emergency dispatch services will resume when the countdown is over.

You can temporarily disable emergency dispatch services with this feature, and cancel this feature at any time. This does not affect subscription validity.

You can tap Account→Protect⁺ Plan→Monitoring Certificate in the app and enter your email address. X-Sense & Noonlight will send you the monitoring certificate shortly. You may get a discount on your home insurance by forwarding a copy to your agent. The certificate is provided by X-Sense & Noonlight. Please check your email from X-Sense & Noonlight after request is sent.

Note: Only Protect⁺ Premium subscribers qualify for a monitoring certificate.