Putting health and safety first.
When our security techs visit your home, they sanitize their hands; wear gloves, masks and shoe covers; and observe social distancing.
24/7 MONITORING AND PROFESSIONAL INSTALLATION
Get contact information and answers to your questions, plus step-by-step instructions on to how manage your security devices via the Reliant Connect app.
Reliant electricity customers enrolling in new Reliant home security service will receive $10 per month off the security portion of their combined bill. To receive the monthly discount, you must remain a Reliant electricity customer with a Texas service address.
Security and Home Automation Services provided by Reliant Energy Retail Services, LLC d/b/a Reliant, TXB19469, 910 Louisiana, Houston, Texas 77002. Terms and conditions apply. For complete terms and conditions, visit reliant.com/connectterms. Reliant is a service mark of Reliant Energy Retail Holdings, LLC. ©2020 NRG Energy, Inc. All rights reserved.
- Account & technical support
- Text message terms & conditions
- Billing, discounts & credits
- Reliant Connect app
Account & technical support
I misplaced my security welcome kit. How can I get another one?You can download a copy of the security welcome kit here.
I need additional assistance, how can I contact support?Submit a technical-support ticket through the Reliant Connect app or your online dashboard. In the Reliant Connect app main menu: Support >> Contact Us >> Submit Help Ticket or call 1-844-295-5556.
Who do I call if I need to transfer my service?Call 1-844-295-5556.
I’ve lost my phone. How do I remove access to my account?Log in to the Web portal and click on the “Mobile” tab. At the bottom of the page, there is a “Lost your mobile device” section. Use the dropdown menu to disable automatic login from a mobile device.
Do you provide home security for people who rent apartments or houses?Unfortunately, we cannot provide monitored services for renters.
Do I have to have a home phone line to be monitored?All of our alarm systems are wireless, so you do not need a home phone line.
What are your service territories?We currently offer services in Houston and Dallas. Please call 1-844-295-5556 for more details.
What happens if I buy a new home within the 36-month agreement?If you move after one year, your service can be transferred as long as your home is still within our service area. The transfer of your package equipment will be free as long as you sign a new 36-month term.
Text message terms & conditions
How do I opt in to receive text messages?To receive notifications, you can call us at 1-844-295-5556 and provide our call center agent your mobile phone number. The agent will send you a welcome message via text message on your mobile device, and you will be able to receive notifications.
How do I opt out of receiving text messages?You can text STOP to 732735 on your wireless device to be unsubscribed from all Security by Reliant text messages sent to that phone number.
How many text messages will I receive?You will receive an opt-in text. When you have a scheduled installation or service appointment, you will then receive two appointment reminders and a notification when our technician is on the way to your home. Security by Reliant will not send any text messages that you do not opt in to receive.
Do text messages work with international numbers?Currently, text messages are only available to subscribers with United States phone numbers.
Is there a fee to receive text messages?Security by Reliant does not charge a fee for text messages, but message and data rates may apply. Depending on your text plan, you may be charged by your wireless carrier.
Where can I get more information about text messages from Security by Reliant?
If you have a question about text messages, please call us at 1-844-295-5556.
For HELP with Security by Reliant text messages, please text HELP to 732735.
Who are the participating wireless carriers?
Participating carriers include:
- ACS Wireless Alltel (Verizon Wireless)
- Appalachian Wireless
- Bluegrass Cellular
- Boost Mobile
- C Spire Wireless (formerly Cellsouth)
- Carolina West Wireless
- Cellcom Cellular One of East Central Illinois
- Cincinnati Bell Wireless Cricket® Duet IP
- CTC Telecom
- Epic Touch
- Farmers Mutual Telephone Co
- GCI Communications
- Hawkeye (Chat Mobility)
- Hawkeye (Northwest Missouri Cellular)
- Illinois Valley Cellular
- Inland Cellular
- Mobi PCS
- Mosaic Telecom
- Nex-Tech Wireless
- Panhandle Telecommunications (PTCI)
- Peoples Pioneer
- Thumb Cellular
- U.S. Cellular®
- Union Telephone Company
- United Wireless
- Verizon Wireless
- Virgin Mobile®
- West Central Wireless
Billing, discounts & credits
Can I pay my bill online?Yes, you can log in to reliant.com/oam and make a payment. At this time, payments cannot be made through reliant.com/mysecurity.
Will I receive separate security and electricity bills?If you are a Reliant security and electricity customer, you will receive one combined bill.
Who do I call if I have billing questions?Call 1-844-295-5556.
Where can I see if my security discount has been applied?Look for the Multi-Service Security Discount line item under the Account Summary section of your monthly bill.
Where can I find my referral ID?Your referral ID is listed in the top right portion of your monthly bill. You can also find it by logging in to your account at relant.com/mysecurity.
How much is the referral credit?Our standard referral credit is $50 but it can be more during special promotional periods.
Reliant Connect app
How do I enable app push notifications?In the Reliant Connect app main menu, select Notifications and toggle on/off desired notifications. You can also set up custom notifications by clicking +.
However, the Reliant Connect app comes with several pre-built recommended notifications that you can enable, just by toggling from the list.
How can I view my live video and recordings through the app?
To view live video from your home’s cameras:1. From the Reliant Connect app dashboard, scroll to the Video card.2.Press play to view live video; you can also swipe left or right to toggle between cameras.To play back specific saved video clips from your home’s cameras:1. From the Reliant Connect app dashboard, scroll and select the Video card.2. Select the Saved tab from the top.3. Select the image of the desired clip to play.
How can I cancel or verify an alarm in the Reliant Connect app?
To cancel, immediately view any video footage or communicate with those at home, then press and hold “Cancel Alarm” for 3 seconds. A cancel confirmation screen pops up to let you know the alarm has been canceled.
To verify an alarm, immediately view any video footage or communicate with those at home, then press and hold “Verify Alarm” for 3 seconds. A verify confirmation screen pops up to let users know the alarm has been verified.
How do I create new system user codes?1. In the Reliant Connect app main menu select Users >>+2. Enter the user’s first and last name, then select Create.3. In Access Code, enter the user’s desired code.4. Use the toggle switch for the devices (i.e., panel partitions and locks) to enable/disable access for the user’s code.5. Click Save and allow a few minutes for the new user code to be active at the panel.
How do I add time restrictions to certain users?1. In the Reliant Connect app, locate the user’s name under the list of users.2. Select the three dots that appear to the right of their name and select Edit.3. Then select time and choose the preferred time restriction: at all times, restricted schedule or temporary access
How do I add new users?1. In the Reliant Connect app, select + Add Contact.2. Select either Mobile Number or Email Address.3. Click Save and allow a few minutes for new user codes to be active at the panel.
What is your average response time?The average response time for our monitoring center is less than 30 seconds for an alarm event.
Can I arm my alarm system from my phone?Yes. You can arm your system remotely from anywhere in the world using your smartphone, tablet or any Internet-connected device.
Help. I accidentally set off my alarm and can’t remember my code.You should be able to cancel the alarm on your Reliant connect app; however, if you are unable to do so, the monitoring center will call you to verify you are not experiencing an active alarm and turn off your system. They will require the identification code you set up when the system was installed. Reliant Technical Support cannot turn off the alarm for you.
Why didn’t I receive a call when I accidentally set off my alarm system?Monitoring centers know that accidents happen, and dispatchers try to minimize police response to these false alarms. If you entered your code to disarm your alarm within 30 seconds, it will cancel the signal being sent to your alarm monitoring station.
Do I need to obtain an alarm permit? How much does this cost? Who do I register with?Most municipalities require that you register your alarm system with the municipality. Visit your municipality’s website for more details. Regulations differ by municipality, so please check with your town/city. Note that some municipalities will issue a fine if they are called to respond and an alarm permit has not been issued.
How do I obtain an alarm permit?Alarm permit requirements differ by municipality. Check with your municipality for specific requirements.
Are your alarm systems wireless?Yes, all of our alarm systems use cellular communications with the monitoring center. Our systems do not rely on a phone line and will send a signal even if the security panel is damaged. Within the house, our alarm panel is capable of communicating with both wireless and wired sensors.