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Billing – Frequently Asked Questions

How do I pay my monthly monitoring bill?

All monitoring payments may be made online through your Customer Portal.

How do I log into my Customer Portal?

If you are logging into your Customer Portal for the first time, you will need to click New Customer Registration. You will need your Customer Number and your Registration Key which can be found on your most recent invoice.

Why is my invoice due before the billing period ends?

All monthly monitoring invoices are billed a month ahead of time.

What happens when I submit more than my monthly payment to my Customer Portal?

If you ever submit a payment that is larger than your monthly bill, the additional amount paid will be automatically applied to future payments towards your monthly monitoring. We do not issue refunds for overpayment unless you have terminated service and submitted the cancellation form and have completed your service agreement.

How do I submit an additional payment?

You may submit an additional payment at any time by logging into your Customer Portal. The payment will be automatically applied to your next month’s invoice.

How much does a service visit cost?

If you are an active security customer, for the first 365 days, if there are any issues with your system we will send a Trinity Technician at no cost under your security system’s 1 year warranty. Security items include your main and secondary keypads, firefighters, motion detectors, glass breaks and door/window contacts. After the 365 days, however, there will be a $59 flat fee for any service visit.

If you are NOT an active security customer (i.e. hub or access control only), there will be a $125 service/trip fee plus $95 for any additional labor hour. This covers our Trinity Technician’s time.

If the service request is for a non-security related issue (i.e. music or theater system) there is a $125 service/trip fee plus $95 for any additional labor hour. This covers our Trinity Technician’s time.

How long does it take for a requested refund to be sent to me?

If you have reached the end of your service agreement and choose to not continue service and have unapplied payments sitting on your account, our team will refund the balance. If you paid through a check, bill pay or ACH, you will receive your refund through a cut check*. If you paid through a credit card that is saved on your account, we will process a refund to that card. If your credit card payment was made more than 60 days ago, a check will be cut.

*Please note that our accounting department processes checks once per month and at the beginning of the month. If you request a refund after the week we process refunds, your refund will be processed the month after.

What does it mean when my invoice has a prorated adjustment?

A prorated adjustment distributes the amount of money owed proportionately. If your home’s date of activation is a date other than the 1st of the month, your monthly bill will be prorated to reflect the days that you received service. This goes for the cancellation of your security system as well as you will receive a final invoice that’s prorated from the date of cancellation. Proration occurs when a billing cycle date is updated to a new date during the bill cycle period.

How do I pay my bill?

You can set up automatic billing or make payments through your Customer Portal. You can also view your billing history and current balance and update payment information from your Customer Portal. Visit your Customer Portal to manage your billing online.

Please note that we do not currently accept checks. If it is necessary to send a check, please send it to:

Trinity Monitoring
8610 Virginia Meadows Drive
Manassas, VA 20109

If you are sending payment for equipment, please address your check to:

Trinity Wiring Solutions, LLC
8610 Virginia Meadows Drive
Manassas, VA 20109

Can I change my billing date?

Yes. You can schedule your billing date to be any day between the 1st and the 25th of the month if you are on the automatic payment method. Your billing date reflects the date that your payment will automatically come out of your account. Our billing platform automatically sends your monthly invoice on the 1st of every month but your bill will be due on the chosen billing date. If you would like to change your billing date, please contact our Trinity Care Team to request the change by texting our text only line at 276-530-2429.

Why did I get charged a false alarm fee?

Some counties, depending on the jurisdiction, will charge a fee for sending a dispatch for a false alarm. As a courtesy to all our customers, our team will complete the initial registration for jurisdictions that allow third party registration. Trinity will add the cost of the initial registration to your first invoice. It is important to familiarize yourself with your county’s rules and regulations concerning your security system. If you feel there has been a mistake, please contact our Trinity Care Team at 276-530-2429 and they will be able to assist.

What are my payment options?

At Trinity, we encourage all of our customers to be on automatic, paperless billing. Not only is this method of billing better for the environment, but it also saves our customers time and effort and decreases the need to write a check or call in to make a payment. Customers can enter a payment method from their Customer Portal and opt in for automatic payments. Please visit your Customer Portal for any changes that need to be made on your account.

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