Taking over a security system: what to ask first
A checklist for property managers and owners whose installer stopped answering.
The quick answer
Before a new company takes over, confirm you own the equipment and software, find out who holds the admin passwords and installer codes, check whose name the licences and cloud accounts are in, and collect whatever documentation exists. If the old installer won’t help, a new one can often regain admin access to a system you own, working with the manufacturer where needed.
Before you call anyone
Paperwork to find
- The original quote, invoice or contract
- Any service or monitoring agreement, and its end date
- Software licence or subscription details
- Warranty information
- Drawings, device lists or IP address lists
Questions to answer
- Who owns the equipment: you, a landlord, a developer or a leasing company?
- Who has the admin and installer passwords?
- Which cloud accounts or apps run the system, and whose email are they under?
- Is there a monitoring contract, and who is it with?
- What isn’t working right now?
What a takeover involves
| Step | What happens |
|---|---|
| Site visit | We look at every recorder, controller, panel and camera, and note models, firmware and condition. |
| Ownership check | We confirm you own the system before touching passwords or licences. |
| Admin access | Where you own the system, we regain admin access. Some systems need the manufacturer’s help or a reset, which we arrange. |
| Licences and accounts | We move software licences, support plans and cloud accounts into your name where the manufacturer allows it. |
| Fix and document | We repair what’s failing, then hand over admin access and full documentation. |
| Ongoing support | Service, repairs and upgrades as you need them, with 24/7 emergency service. |
System by system: what to check
| System | Watch for |
|---|---|
| Cameras and recorders | The recorder admin password, software licences per camera, how long video is kept, and any cloud viewing account. |
| Access control | The software admin login, controller passwords, the type of fob or card (some older fobs are discontinued, like Kantech’s ioProx wireless line), and the fire alarm tie-in. |
| Intrusion alarms | The installer code and any installer lockout, the monitoring contract, and who gets called. |
| Video intercom | Who owns the cloud account and the subscription, and who manages the resident directory. |
| Networks | Router and switch logins, the internet provider account and the Wi-Fi passwords. |
Red flags
Be careful if the old company says the equipment belongs to them, wants a fee to release passwords, or says nobody else can service the system. Ask for it in writing and check your contract. Equipment and software licences you paid for often belong to you, but read the agreement first.
How Hightower helps
System rescue is a core service: we take over and fix systems installed by other companies across Alberta and BC, including working with the manufacturer to make things right and keep costs down. We install and fully support 27 brands end to end, including Avigilon, Genetec, Kantech, Milestone, Axis, Bosch, HID and DSC.
Stuck right now?
If a door won’t lock, cameras are down or an alarm won’t arm, our 24/7 emergency service can help.
Related: system rescue24/7 emergency serviceIs your installer covered?Kantech wireless fobs discontinued
Stuck with a system nobody will fix?
We repair and take over cameras, access control, intercoms and alarms installed by other companies, when your current provider has fallen short.
Questions
Can you take over a system another company installed?
Yes. System rescue is a core service. We take over cameras, access control, intercoms and alarms installed by other companies, across Alberta and BC.
The old installer won’t give us the passwords. What now?
Where you own the system, we can regain admin access, working with the manufacturer if needed. We confirm ownership first.
Will we have to replace everything?
Not necessarily. We keep what works, fix what doesn’t, and only recommend replacing parts that are failing or no longer supported.
What about our monitoring contract?
Check its end date and notice period first. If you want remote video monitoring, we can set it up through our monitoring partner once the old contract allows it.
Do we get documentation at the end?
Yes. You get admin access and full documentation on every project, including takeovers.
Is emergency help available?
Yes. Our 24/7 emergency service handles urgent failures, such as doors that won’t lock or cameras that are down.
More answers: System rescue questionsGlossary: system takeovercontroller
Get help with a takeover
Tell us what you have and what’s not working. We’ll book a site visit and give you a written plan.
Call and a real person answers, 24/7 for emergencies.