Alert FAQ

• Download The Personal app from the App Store or get it on Google Play
• Follow the instructions in the Installation and User Guide (PDF, 1.005 KB).
• Install your smart base in a central area of your home and plug it in. You must connect it to a 2.4 GHz Wi-Fi network.
• Pair your devices in the order set out in the user guide.
• Install your keypad, door and window contacts, motion detector, water and freeze detectors and smoke alarm listener.
• Test your devices to make sure they are in working order.

The Roost home security system can only be connected to your router's 2.4 GHz frequency band. You can select the Wi-Fi network with the 2.4 GHz band when you install your smart base in Step 4, "Connect to Wi-Fi." If the 2.4 GHz band isn't in the list of available networks, contact your internet provider to have it added.

In the app, follow the first 3 installation steps. Step 4 explains how to connect the base to your Wi-Fi:

• Press and hold the grey button on the back of the smart base until the base flashes purple.
• Connect to the Roost-Base-XXXX network.
• If you have an iPhone, go to Settings and allow access to the local network.
• Select your Wi-Fi network (2.4 GHz band) and enter your password.

If your router has 2 bands under the same network name or SSID, your base will automatically connect to the right band. If the bands are named differently, choose the 2.4 GHz one. You may need to contact your internet provider for help turning on the band.

• Install the motion detector in a central location in your home, facing a high-traffic stairway or hallway.
• To improve detection, place it at least 2 metres (6.5 feet) from the floor, but not on the ceiling.
• You can mount the detector on the wall with the 2 screws included in your kit (recommended) or the pre-attached adhesive tape.
• If you want, you can install the detector in a corner, but you'll need to pick up a corner mounting bracket from your local hardware store.

Do not place the detector:

• Near heating or air conditioning vents
• Facing a window, as birds or cars passing by can trigger the sensor

Pets can trigger the motion detector. Don't let pets go in the area covered by the detector when it's on.

For more information, see How does the motion detector work?.

Yes, you can buy extra devices separately from Roost's online store.

You can connect up to 30 devices to the smart base. For example:

• 2 keypads
• 6 water leak and freeze detectors
• 3 motion detectors
• 10 door and window contacts
• 3 smoke alarm listeners

To optimize performance, install them within 27 metres (88 feet) of the smart base.

Did you know that when you install 5 or more water leak and freeze detectors, you could save up to 5% on your home insurance with us?

The Installation and User Guide (PDF, 1.005 MB) explains how to test your security system devices.

Some cities, towns and municipalities require you to register or to obtain a permit or authorization certificate before you install a home security system. You are responsible for making sure you meet all applicable requirements.

See also I’m moving. What do I need to do with my security system?

No, only Roost's home security system is compatible with The Personal app.

No, it is only compatible with T3 smoke detectors that meet current safety standards. You can find this kind of detector at most hardware stores. Note that smoke detectors are also known as smoke alarms in certain provinces.

T3 smoke detectors make 3 beeps followed by a pause and come packaged with the ULC-S531 logo on the box or the device. The Underwriters Laboratories of Canada (ULC) logo indicates that the smoke detector meets Canadian standards. Note that smoke detectors are also known as smoke alarms in certain provinces.

Savings automatically apply to your home insurance policy if you’re eligible.¹ You don't need to call us.

Discount for a centrally monitored alarm system

You can save up to 10% automatically if you meet these conditions:

• You have a home insurance policy with us and sync it with The Personal app.
• You install the Roost security system devices and pair them with the smart base and the app (note that only 1 of the 3 door and window contacts is required to get the discount, but installing all 3 is recommended).
• You complete the initial smoke alarm listener test.
• You have an ongoing subscription to Roost's professional monitoring service.

Discount for leak detectors connected to a central monitoring system

You can also save up to 5% automatically if you meet these conditions:

• You have a home insurance policy with us and sync it with The Personal app.
• You install at least 5 water and freeze detectors and pair them with the smart base and the app.
• You have an ongoing subscription to Roost's professional monitoring service.  

If you don't meet all these conditions, contact us to see if you're still eligible to save.

If you stop participating in the Alert program or no longer satisfy the discount eligibility criteria, you will lose any discounts that were automatically applied to your home insurance policy. In this case, your discount will be removed from your policy within 30 days.

Contact us if you uninstall a device or your security system or if you cancel the professional monitoring service.

Yes. You can find device warranty information in Roost's Terms and Conditions, accessible from Roost's online store.

The Roost home security system uses a small amount of data through your home Wi-Fi when updating detectors and sending or receiving alerts. To reduce Wi-Fi data usage, it's better to keep the smart base plugged in rather than running on batteries. The batteries are just in case there's a power outage.

Yes. Your cellular data gets used when you receive alerts or warnings from the app and you don't have Wi-Fi.

No. Alert is a program to help prevent or limit damage from the most common causes of insurance losses. The number of alerts will not affect your insurance premiums, no matter how many you receive.

No. The Alert program does not impact our claims process. Rest assured that the number and type of alerts you receive do not change your home insurance coverage.

There are 2 ways to arm and disarm your security system.

With the app
To arm the system, go to the Prevention section or the Alert control panel and tap the Away icon if you're leaving home or the Stay icon if you're staying home. To disarm, tap Disarmed.

Or

With the keypad
To arm the system, press the Empty house button if you're leaving home or the Full house button if you're staying home. To disarm, enter your 4-digit access code and press the off button.

The motion detector senses variations in infrared light, or heat. It detects any movement in a zone up to 5.5 metres (18 feet) away and in an arc 45° to the left and right. When someone walks past it, it senses a change in temperature and sends a signal to the smart base if your system is armed and in Away mode.

Pets can also trigger the motion detector, so don't let them loose in the area covered by the detector when your system is armed in Away mode.

If your system is armed and in Stay mode, you can open and close a door without having to disarm:

1. Push the round button on the door contact and hold for 3 seconds.
2. When the contact light turns green, you can open the door
3. The system will be armed again once you close the door.

You can also use the app to activate or deactivate individual contacts by going to the contact settings.

Every time you open or close a door, the contact makes a chime sound. You can turn this off in the app in the smart base settings.

The colour of the light ring around your smart base indicates different system statuses:

• Blue: base is connected or, if blinking, is in the process of connecting to the LTE-M network
• Purple: base is ready to connect to Wi-Fi
• Green: base is in pairing mode
• White: power outage detected (running on battery)
• Red: system is armed or, if blinking, an alert has been triggered

No. If you want to use more than one security system at a time, you have to buy them using different accounts (with different cellphone numbers) and set them up on different smartphones.

No. The security system can only be managed on 1 smartphone and can only be associated with 1 phone number. It can't be managed on a tablet.

If your water leak detector got wet but was not submerged in water, it should still work. If it was completely submerged, it won't work anymore. You can buy more at any time through Roost's online store.

Go to Roost's online store

If you're not getting alerts on your smartphone, make sure that:

• Your cellphone number is correct in the app by going to Profile > Personal information
• Text message or push notification alerts are turned on in the app by going to Profile > Settings > Communication

If you're still not getting alerts, contact Technical Support at By phone :1-866-944-4762

If you have the professional monitoring service

If it's an intrusion or smoke alert, the central monitoring station will contact the police and fire departments.

If you don't have the professional monitoring service

Emergency services won't be dispatched to your home. You could ask a friend or neighbour to check on your home and to contact emergency services if necessary.

If you have the professional monitoring service

• You and your emergency contacts receive a text message to confirm or cancel the alert.
• If no one responds to the text message, you and your emergency contacts receive an automated call.
• If no one answers the automated call, an operator from the monitoring station may call you depending on the alert.
• If you or your emergency contacts confirm the alert, or if the monitoring station is unable to reach you, emergency services may be dispatched to your home in the event of a smoke or intrusion alert or silent panic alarm.

If you don't have the professional monitoring service

• You and your emergency contacts get an alert in the form of a notification or a text message.
• The alert isn’t sent to the professional monitoring service, and emergency services aren’t called.
• You need to call emergency services if needed.

Yes. If the sound of your smoke detector, a break-in, a water leak, freezing temperatures or a power outage are detected, you'll continue to get alerts on your smartphone as long as text message or push notification alerts are turned on in the app under Profile > Settings > Communication. However, you'll have to call emergency services yourself if necessary.

Yes, as long as you can use your smartphone outside the country. Note that roaming charges may apply for texts or data use while you're travelling.

You can turn off text message alerts in the app by going to Profile > Settings > Communication. However, we recommend that you ask a trusted friend or family member to monitor your alerts while you're away. To do this, add them as an emergency contact in the Alert section of the app.

Did you accidentally burn dinner or set off the alarm while your system was armed? If you know it's a false alert and you subscribe to the professional monitoring service, here's what to do:

• Reply "0" to the text message from Roost to cancel the alert.
• If you don't reply to the text message, you'll get an automated phone call. Answer the call and listen to the instructions. Press the "0" key on your phone to cancel the alert.
• If you don't answer the automated call either, you may receive a call from the monitoring station. If it's a smoke or intrusion alert, they may send emergency services to your home.
• If it's a false intrusion alert, tap Disarmed in the app to stop the alarm from sounding.

Choose one or more people you trust to be your emergency contacts and add their names and cellphone numbers in the Users section in the Alert control panel found in The Personal app.

Make sure you have obtained their consent to act as your emergency contacts before you add their information.

If you're not signed up for the professional monitoring service:

Your emergency contact will get an alert in the form of a text if your home security system detects:

• A water leak
• A risk of freezing
• A break-in
• A power outage
• The sound of the smoke alarm.

Your emergency contact should go to your home to see what’s going on and contact emergency services if necessary.

If you are signed up for the professional monitoring service:

Your emergency contact will get an alert in the form of a text or a phone call so they can confirm the event. Depending on the type of alert, the central station may also dispatch emergency services to your home.

Find the tracking number included in the shipping company's email. Use the number to track your package.

If you haven't got an email to confirm your order:

1. Check your junk email folder.
2. If the email isn't there, make sure your email address is correct in Roost's online store under Your account > Profile.
3. Contact us for the tracking number.

If you still haven't received your system after 10 business days, contact us at By phone :1-866-944-4762.

If one of your devices isn't working properly:

1. Make sure its batteries are charged or that it's plugged in correctly.
2. Make sure your Wi-Fi is working.
3. Uninstall and then reinstall the device.

If the device still doesn't work, please contact us at By phone :1-866-944-4762.

Don't worry—your Roost security system will keep working by switching to the LTE-M cellular network. This network, designed for Internet of Things (IoT) devices, is free of charge for you.

You'll get a notification on your smartphone directing you to the app's What to do section with tips and instructions on what to do. The smart base can run on batteries for about 24 hours. If you have a long power outage, you may have to change the batteries.

Reminder: Check the device batteries regularly to make sure they still work.

Don't worry—your Roost security system will keep working.

You'll get a notification on your smartphone directing you to the app's What to do section with tips and instructions on what to do. The smart base will switch to the LTE-M cellular network for Internet of Things (IoT) devices, which is secure and free of charge for you. Certain statuses may not update in real time, but alerts will continue working. The smart base should automatically reconnect to the Wi-Fi once it's back up.

You'll need to update the smart base's Wi-Fi settings in the app:

1. Go to the Alert section of the app.
2. Select the smart base in the list of devices.
3. Tap the gear icon in the upper-right corner.
4. Tap Change the Wi-Fi settings.
5. Follow the instructions in the app.

If you get a new phone, but keep the same number
Simply download The Personal app on your new phone and log in to access your insurance file and the Alert program.

If you get a new number
Update your number in the app under Profile > Personal information. If you subscribe to the professional monitoring service, it's important to keep your number up to date so the central monitoring station has the right information.

For the best signal reception, set up the smart base in the same room as your router, or as close as you can. Avoid placing it behind a large piece of furniture, in a closet or in the basement.

If you're moving, call us at By phone :1-866-944-4762 to update the address for your security system. Our technical support agents will guide you through the process.

When you're ready to move your security system to your new home, uninstall all the devices at your current home, but leave them in your app. Then reinstall them at the new address, following the steps in the Installation and User Guide (PDF, 1.005 MB).

Respecting your privacy is very important to us, which is why we apply strict standards for the protection and confidentiality of your personal information. We use your information to allow you to participate in the Alert program, including sending alerts to you and maintaining the mobile application, and to meet our legal obligations. For more information, see the Alert Terms and Conditions of the Program.

Information like your name, cellphone number, home address and the names and telephone numbers of any emergency contacts are needed for participating in the Alert program. The sensors also provide information that is used to send you alerts in the application or by text message. Your personal information is shared with partners and suppliers who help provide the Alert program services to you, which includes sending alerts to emergency contacts and dispatching emergency services, if necessary, with your subscription to Roost's professional monitoring service.

For more information, please see the Alert Terms and Conditions of the Program and Roost's Privacy Policy.

We will not use the collected data to your prejudice regarding an insurance claim you have with us or any claim that is brought against you. We will not use data about alerts you receive to increase or decrease your home insurance premium. We will not cancel your policy or refuse to renew your policy based on the data we collect through the Alert program.