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Alert FAQ

Questions about Alert? Learn more about the program, program privacy and terms and conditions as well as installing the security system, managing alerts or getting support.

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Setup

How do I install my wireless alarm or security system?
  • Buy your security system in the Roost® online store.
  • Download the Desjardins Insurance Home-Auto app on the App Store or get it on Google Play.
  • Follow the instructions in the Installation and User Guide (PDF, 980 KB) This link will trigger a download. .
  • 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.
How can I tell if my Wi-Fi is 2.4 GHz or 5 GHz when I’m installing my home security system?

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.

How do I connect my smart base to the 2.4 GHz Wi-Fi network?

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.

How do I install my motion detector?
  • 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?

Can I buy extra devices?

Yes, you can buy devices separately from Roost’s online store. You need to purchase the full home security system first, though.

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?

How many devices can I install?

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?

How do I test my alarm system?

The Installation and User Guide (PDF, 980 KB) This link will trigger a download. explains how to test your security system devices.

Do I need a municipal permit to install the Roost security system?

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.

 For now, the Alert program is available to Desjardins Insurance clients in Quebec and Ontario.

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

Program

Is the Alert program compatible with other security systems?

No, only Roost’s home security system is compatible with the Desjardins Insurance Home-Auto app.

Is the Alert program compatible with all types of smoke detectors?

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.

How can I tell if my smoke detector is a T3?

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.

What home insurance discounts can I get with the Roost alarm system?

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

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 Desjardins Insurance Home-Auto 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.

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 Desjardins Insurance Home-Auto 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.

Will my home insurance discounts related to the professional monitoring service always apply?

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.

Do my devices come with a warranty?

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

Does the Alert program impact my internet data usage?

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.

Does Alert use up my cellular data?

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

Will my home insurance premium go up if I get alerts?

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.

Will I be penalized if I make a claim after getting an alert?

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.

How it works

How do I arm and disarm the security system?

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.

How does the motion detector work?

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.

How do I temporarily deactivate a door contact?

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.

How do I turn off the sound made by the door contact?

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.

Why does the light on my smart base change colour?

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
Can I manage 2 security systems on the same smartphone, such as for my house and my cottage?

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.

Can I manage 1 Roost security system on 2 different smartphones or on a tablet?

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.

Will my water leak detector still work if it gets wet?

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.

Managing alerts

Why am I not getting any alerts?

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 1-866-710-4759 This link will launch your default phone software..

What happens if I receive an alert when I can't get home?

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.

What happens if I get an alert?

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. 
Will I still get alerts if I cancel the professional monitoring service?

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. 

Will I still get alerts if I travel outside of Canada?

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.

What should I do if I get a false alert?

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.

Support

I haven't received my Roost home security system yet. What should I do?

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 1-866-710-4759 This link will launch your default phone software..

What should I do if one of the devices isn't working?

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 1-866-710-4759 This link will launch your default phone software..

What happens if I lose power?

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.

What happens if my Wi-Fi stops working?

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.

What happens if I change my router or my Wi-Fi password?

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.
What happens if I get a new cellphone or cellphone number?

If you get a new phone, but keep the same number 

Simply download the Desjardins Insurance Home-Auto 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.

How can I improve the connection between my smart base and my Wi-Fi network?

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.

I'm moving. What do I need to do with my security system?

If you're moving, call us at 1-866-710-4759 This link will launch your default phone software. 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, 980 KB) This link will open in a new window..  This link will trigger a download.

Privacy

Why do you collect my personal information?

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 Program Privacy Policy.

What data is shared and with whom?

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 Program Privacy Policy and Roost's Privacy Policy. 

How will my data not be used?

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.

Looking for more about Alert?

Find out more about the Alert program and all it has to offer.

Didn't find what you're looking for?

We're here to help.

Technical Support

Monday to Friday: 8 AM to 8 PM
Saturday: 8 PM to 4 PM

Damage insurance products are underwritten and distributed by Desjardins General Insurance Inc., provider of automobile, property and business insurance.

The information on this page is provided for informational purposes only. Certain conditions, limitations and exclusions may apply.

The home security system offered by Roost, Inc. is designed to be used with the Desjardins Insurance Home-Auto app. Information about Roost’s home security system and its professional monitoring service is provided on behalf of Roost, Inc. by Desjardins General Insurance Group Inc. Desjardins General Insurance Group Inc. cannot be held liable for the accuracy of this information.

The Roost word mark and logo are trademarks of Roost, Inc., and have been registered in the United States and in certain other jurisdictions.

AlertTM is a trademark of Desjardins General Insurance Group Inc., used under licence.

Apple, the Apple logo and App Store are trademarks of Apple Inc., registered in the U.S. and other countries.

Google Play and the Google Play logo are trademarks of Google LLC.

1. Savings are based on each client's individual profile. Savings and discounts are subject to eligibility requirements. Rates and discounts are subject to change without notice.

Some cities, towns or municipalities require you to register or to obtain a permit or authorization certificate before you install a home security system. Please ensure you comply with all applicable requirements.