Support2020-10-03T10:13:34+02:00

Support

mySmartControl Support

Real time 24h – 7×7 support

mySmartControl Support

Support

Real time 24h – 7×7 support

FAQs

Most frequently asked questions

How do I connect my system to mySmartControl?2020-10-12T15:36:16+02:00
  1. On the website, go to Systems in the left menu.
    Click on: Add
    You will now see an activation code that is only valid for 10 minutes.

Pairing the UNii

  • On the control panel, go to “Menu”, scroll down and choose “Settings” choose “mySmartControl”.
  • Switch on connecting to mySmartControl, to do this press the function button “On” and then connect the panel via the function button “Connect”. Enter the 6-digit code obtained in point 1.
  • The UNii will now register with mySmartControl and will be added to your account.

Connecting an AlphaVision ML or XL

  • Go to a control panel and log into the USER MENU. In the user menu, scroll to MYSMARTCONTROL and enter this option by pressing the OK button.
  • Use the arrow buttons (down / up) to scroll to the options below:
    ACCESS. Set this option to ON and confirm by pressing the OK button.
    REGISTER. Enter the 6-digit code obtained at point 1 and confirm it by pressing the OK button.
    The panel will now register with mySmartControl and will be added to your account

How do I connect my phone to mySmartControl?2020-10-12T15:26:19+02:00
  1. Search the iOS or Android app store for the mySmartControl app and install it on your smartphone.
  2. With your internet browser go to: https://www.mysmartcontrol.com/
    You are now on the mySmartControl website.
    Click on: LOGIN (right top)
  3. After logging in, you will be taken to the mySmartControl login page (https://portal.mysmartcontrol.com/).
    Click on: Create Account!
  4. Enter: Name, E-mail address, Password and choose your language.
    Click on: Register for mySmartControl!
  5. An email will be sent to you to verify and activate your account.
    Click on the activation link you received in your e-mail (if you do not see an e-mail from mySmartControl, please also check your spam folder in your e-mail).
  6. Your account is now created and active. Go back to the login page of mySmartControl (https://portal.mysmartcontrol.com/), enter your email address and password.
    Click on: LOGIN IN YOUR ACCOUNT
  7. When you are logged in, go to Users in the left menu.
    Click on: Add
  8. If you have not yet added any users, choose Add new user in the pop-up screen. Enter a name for the user. Telephone number and e-mail address are optional. Click on: Add
  9. Select the newly added user and click on the “change” icon at the end of the line, choose Link here.
  10. Use the QR code scanner in the mySmartControl app to scan the displayed QR code. Your smartphone will be added to your account.
What are the buttons “Accept” and “Decline” doing in the chat?2020-10-02T18:56:59+02:00

With the buttons “Accept” and “Decline” you can indicate in the chat to other end users whether you are going to take action on an event (Accept) or if you are not able to take action (Decline).

This way end users know among themselves who will and will not see what is going on. Incidentally, if no one (no end user) accepts the event received, a push message will be received a little later indicating that no one has responded (In chat: No response to alarm / in Events: Chat timeout).

I have an Android smartphone and cannot select sounds that belong to the mySmartControl app (such as the siren sound).2020-10-02T18:54:13+02:00

Check if the mySmartControl app has rights for “storage space”.

I have changed my password and it is now no longer possible to log in to the mySmartControl portal2020-10-02T18:13:51+02:00

Your web browser may be trying to enter your old password for you.

I have changed my email address and now it is no longer possible to log in to the mySmartControl portal2020-10-02T18:13:54+02:00

An activation email will be sent to your new email address. Perform this activation before trying to log in again.

I was not sure about the correct password. After a few tries I got blocked, what now?2020-10-02T18:13:57+02:00

Your login will be blocked after 3 incorrect attempts. This block is valid for one hour. After this hour you can try again.

Can mySmartControl make changes to my user account for me?2020-10-02T18:13:59+02:00

No, mySmartControl itself has no access to user accounts, we are not able to log into any account and / or make changes.

In the beginning, an end user of the alarm system created the mySmartControl user account (perhaps together with the security installer?). The person who created the account has become the sole administrator who can log in and make adjustments . The administrator of the account is therefore fully responsible for the account.

I have a paid account. How can I transfer my subscription to another bank account2020-10-02T17:58:54+02:00

You can adjust this yourself within your mySmartControl user account. After logging in to your account, click on the email address at the top right of the screen and scroll down until you see the option “Change payment details”. This option allows you to make the change.

Do I have to manually transfer the subscription fee every month?2020-10-02T17:56:16+02:00

No, mySmartControl only works with direct debit. If you have purchased a subscription at mySmartControl, the subscription fee will be automatically debited from your account every month.

I have a paid account. Is it also possible to receive an annual invoice?2020-10-02T17:55:05+02:00

No, mySmartControl only works with monthly invoices.

I have a paid account. How do I get the invoices?2020-10-02T17:54:01+02:00

If you are logged into your mySmartControl user account, you can download it yourself from your account. After logging in to the account, click on the email address at the top right of the screen and scroll down. You will automatically see the invoices.

I pay for mySmartControl but I would like to cancel, how do I do that?2020-10-02T17:52:05+02:00

You can simply tick the Free subscription in the portal, the payments will be stopped automatically

Which languages does mySmartControl support?2020-10-02T17:40:33+02:00

Dutch and English are supported in the app. The app adopts the language from the default setting of the phone.

Is it safe to use mySmartControl?2020-10-02T17:41:00+02:00

The connection to the cloud service is encrypted. The insurer may impose additional requirements regarding the use of an app in combination with your alarm system. Also note our disclaimer when using the app.

Does mySmartControl use port forwarding?2020-10-02T19:21:01+02:00

No. Because the alarm system connects to the cloud service, setting up port forwarding is not necessary.

However, if it concerns a company network, it can happen that your IT department does not allow devices to communicate ‘outside’ as standard. In that case, inform the department that your alarm system must be able to exit freely via TCP port 10042.

With which alarm systems are compatible with mySmartControl?2020-10-02T19:24:08+02:00

Currently supported: the UNii and the AlphaVision ML and XL.

Minimum requirements

  • The UNii must have at least firmware version 1.0.
  • The AlphaVision ML control panel must have at least firmware version V4.00 (released on 14-04-2016).
  • The AlphaVision XL control panel must have at least firmware version V3.00

If the control panel has an older firmware version, it must first be flashed with the most recent firmware version. If Alphatool software is used for flashing, always use the latest version of the Alphatool software! Always check the latest versions with support on our website www.alphatronics.nl

If the control panel has a static IP address, the DNS servers must also be entered! (For example: Primary DNS: 008.008.008.008 Secondary DNS: 008.008.004.004)

Which phones are supported?2020-10-02T19:01:42+02:00

Operating system iOS or iPadOS from version 10.
Operating system Android from version 6.

I have a new phone but now mySmartControl no longer works.2020-10-02T19:01:53+02:00

The mySmartControl App cannot be restored via the cloud. Each phone is a unique user in the mySmartControl environment. The App will have to be reinstalled from the APP or Playstore. The old telephone must also be disconnected and the new one linked.

I have changed my password and it is now no longer possible to log in to the mySmartControl portal.2020-10-02T17:43:31+02:00

This could be due to your web browser cache. You can use a different web browser or clear the cache of the current web browser.

After switching ISP I still get push notifications, but I cannot switch (sections screen remains on “loading sections”).2020-10-02T17:43:48+02:00

This means that mySmartControl is able to connect to the network outbound, but not inbound. Please contact your installer.

I pay for mySmartControl but I would like to cancel, what is the cancellation period?2020-10-02T17:44:05+02:00

The cancellation period is 1 month.

I entered the wrong PIN three times and now my app is disconnected.2020-10-02T17:44:58+02:00

You need to pair your phone again in your mySmartControl portal.

Is mySmartControl free?2020-10-02T17:45:16+02:00

You can use mySmartControl free of charge with 5 users. This includes switching on and off, receiving push messages and, for example, using the chat function.

We ask a small fee if the use deviates. So if you have multiple locations, more than 5 users or, for example, the wish to receive mail from all activations and deactivations, you can use a Freemium or Premium package. Ask your installer about the options.

In short, the differences:

Free Freemium Premium
App-users 5 25 50
Connected devices 1 5 10
Number of accounts available in the app 1 5 50
Number of locations (home, work, holiday home, etc.) 1 5 10
Control outputs 1 3 10
Push messages
E-mails p/month 50 100 500
Chat function for alarm handling
Call 112 directly from the chat
Real-time status sections
Arm / disarm sections
Real-time status zones
Bypassing zones
Set sounds per event
Log
User rights per user

My question is not listed

Most frequently asked questions

How do I connect my system to mySmartControl?2020-10-12T15:36:16+02:00
  1. On the website, go to Systems in the left menu.
    Click on: Add
    You will now see an activation code that is only valid for 10 minutes.

Pairing the UNii

  • On the control panel, go to “Menu”, scroll down and choose “Settings” choose “mySmartControl”.
  • Switch on connecting to mySmartControl, to do this press the function button “On” and then connect the panel via the function button “Connect”. Enter the 6-digit code obtained in point 1.
  • The UNii will now register with mySmartControl and will be added to your account.

Connecting an AlphaVision ML or XL

  • Go to a control panel and log into the USER MENU. In the user menu, scroll to MYSMARTCONTROL and enter this option by pressing the OK button.
  • Use the arrow buttons (down / up) to scroll to the options below:
    ACCESS. Set this option to ON and confirm by pressing the OK button.
    REGISTER. Enter the 6-digit code obtained at point 1 and confirm it by pressing the OK button.
    The panel will now register with mySmartControl and will be added to your account

How do I connect my phone to mySmartControl?2020-10-12T15:26:19+02:00
  1. Search the iOS or Android app store for the mySmartControl app and install it on your smartphone.
  2. With your internet browser go to: https://www.mysmartcontrol.com/
    You are now on the mySmartControl website.
    Click on: LOGIN (right top)
  3. After logging in, you will be taken to the mySmartControl login page (https://portal.mysmartcontrol.com/).
    Click on: Create Account!
  4. Enter: Name, E-mail address, Password and choose your language.
    Click on: Register for mySmartControl!
  5. An email will be sent to you to verify and activate your account.
    Click on the activation link you received in your e-mail (if you do not see an e-mail from mySmartControl, please also check your spam folder in your e-mail).
  6. Your account is now created and active. Go back to the login page of mySmartControl (https://portal.mysmartcontrol.com/), enter your email address and password.
    Click on: LOGIN IN YOUR ACCOUNT
  7. When you are logged in, go to Users in the left menu.
    Click on: Add
  8. If you have not yet added any users, choose Add new user in the pop-up screen. Enter a name for the user. Telephone number and e-mail address are optional. Click on: Add
  9. Select the newly added user and click on the “change” icon at the end of the line, choose Link here.
  10. Use the QR code scanner in the mySmartControl app to scan the displayed QR code. Your smartphone will be added to your account.
What are the buttons “Accept” and “Decline” doing in the chat?2020-10-02T18:56:59+02:00

With the buttons “Accept” and “Decline” you can indicate in the chat to other end users whether you are going to take action on an event (Accept) or if you are not able to take action (Decline).

This way end users know among themselves who will and will not see what is going on. Incidentally, if no one (no end user) accepts the event received, a push message will be received a little later indicating that no one has responded (In chat: No response to alarm / in Events: Chat timeout).

I have an Android smartphone and cannot select sounds that belong to the mySmartControl app (such as the siren sound).2020-10-02T18:54:13+02:00

Check if the mySmartControl app has rights for “storage space”.

I have changed my password and it is now no longer possible to log in to the mySmartControl portal2020-10-02T18:13:51+02:00

Your web browser may be trying to enter your old password for you.

I have changed my email address and now it is no longer possible to log in to the mySmartControl portal2020-10-02T18:13:54+02:00

An activation email will be sent to your new email address. Perform this activation before trying to log in again.

I was not sure about the correct password. After a few tries I got blocked, what now?2020-10-02T18:13:57+02:00

Your login will be blocked after 3 incorrect attempts. This block is valid for one hour. After this hour you can try again.

Can mySmartControl make changes to my user account for me?2020-10-02T18:13:59+02:00

No, mySmartControl itself has no access to user accounts, we are not able to log into any account and / or make changes.

In the beginning, an end user of the alarm system created the mySmartControl user account (perhaps together with the security installer?). The person who created the account has become the sole administrator who can log in and make adjustments . The administrator of the account is therefore fully responsible for the account.

I have a paid account. How can I transfer my subscription to another bank account2020-10-02T17:58:54+02:00

You can adjust this yourself within your mySmartControl user account. After logging in to your account, click on the email address at the top right of the screen and scroll down until you see the option “Change payment details”. This option allows you to make the change.

Do I have to manually transfer the subscription fee every month?2020-10-02T17:56:16+02:00

No, mySmartControl only works with direct debit. If you have purchased a subscription at mySmartControl, the subscription fee will be automatically debited from your account every month.

I have a paid account. Is it also possible to receive an annual invoice?2020-10-02T17:55:05+02:00

No, mySmartControl only works with monthly invoices.

I have a paid account. How do I get the invoices?2020-10-02T17:54:01+02:00

If you are logged into your mySmartControl user account, you can download it yourself from your account. After logging in to the account, click on the email address at the top right of the screen and scroll down. You will automatically see the invoices.

I pay for mySmartControl but I would like to cancel, how do I do that?2020-10-02T17:52:05+02:00

You can simply tick the Free subscription in the portal, the payments will be stopped automatically

Which languages does mySmartControl support?2020-10-02T17:40:33+02:00

Dutch and English are supported in the app. The app adopts the language from the default setting of the phone.

Is it safe to use mySmartControl?2020-10-02T17:41:00+02:00

The connection to the cloud service is encrypted. The insurer may impose additional requirements regarding the use of an app in combination with your alarm system. Also note our disclaimer when using the app.

Does mySmartControl use port forwarding?2020-10-02T19:21:01+02:00

No. Because the alarm system connects to the cloud service, setting up port forwarding is not necessary.

However, if it concerns a company network, it can happen that your IT department does not allow devices to communicate ‘outside’ as standard. In that case, inform the department that your alarm system must be able to exit freely via TCP port 10042.

With which alarm systems are compatible with mySmartControl?2020-10-02T19:24:08+02:00

Currently supported: the UNii and the AlphaVision ML and XL.

Minimum requirements

  • The UNii must have at least firmware version 1.0.
  • The AlphaVision ML control panel must have at least firmware version V4.00 (released on 14-04-2016).
  • The AlphaVision XL control panel must have at least firmware version V3.00

If the control panel has an older firmware version, it must first be flashed with the most recent firmware version. If Alphatool software is used for flashing, always use the latest version of the Alphatool software! Always check the latest versions with support on our website www.alphatronics.nl

If the control panel has a static IP address, the DNS servers must also be entered! (For example: Primary DNS: 008.008.008.008 Secondary DNS: 008.008.004.004)

Which phones are supported?2020-10-02T19:01:42+02:00

Operating system iOS or iPadOS from version 10.
Operating system Android from version 6.

I have a new phone but now mySmartControl no longer works.2020-10-02T19:01:53+02:00

The mySmartControl App cannot be restored via the cloud. Each phone is a unique user in the mySmartControl environment. The App will have to be reinstalled from the APP or Playstore. The old telephone must also be disconnected and the new one linked.

I have changed my password and it is now no longer possible to log in to the mySmartControl portal.2020-10-02T17:43:31+02:00

This could be due to your web browser cache. You can use a different web browser or clear the cache of the current web browser.

After switching ISP I still get push notifications, but I cannot switch (sections screen remains on “loading sections”).2020-10-02T17:43:48+02:00

This means that mySmartControl is able to connect to the network outbound, but not inbound. Please contact your installer.

I pay for mySmartControl but I would like to cancel, what is the cancellation period?2020-10-02T17:44:05+02:00

The cancellation period is 1 month.

I entered the wrong PIN three times and now my app is disconnected.2020-10-02T17:44:58+02:00

You need to pair your phone again in your mySmartControl portal.

Is mySmartControl free?2020-10-02T17:45:16+02:00

You can use mySmartControl free of charge with 5 users. This includes switching on and off, receiving push messages and, for example, using the chat function.

We ask a small fee if the use deviates. So if you have multiple locations, more than 5 users or, for example, the wish to receive mail from all activations and deactivations, you can use a Freemium or Premium package. Ask your installer about the options.

In short, the differences:

Free Freemium Premium
App-users 5 25 50
Connected devices 1 5 10
Number of accounts available in the app 1 5 50
Number of locations (home, work, holiday home, etc.) 1 5 10
Control outputs 1 3 10
Push messages
E-mails p/month 50 100 500
Chat function for alarm handling
Call 112 directly from the chat
Real-time status sections
Arm / disarm sections
Real-time status zones
Bypassing zones
Set sounds per event
Log
User rights per user

My question is not listed
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