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TBI Customer Service

Customer Service

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** Cancellation requests for monitoring service can NOT be submitted online. Please send all requests to cancel service in writing to the above address.

Billing FAQs

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Your alarm monitoring agreement has a three-year term. For purchasers of newly constructed homes the billing begins on the date you settle on your home. If you are purchasing the home from an existing Toll Brothers community resident, your billing will begin on the date your system is activated.
Invoices are billed semi-annually and cover a 6-month period. For additional invoice cycle options please email our Billing Department or call Toll Free at 800-957-2522.
Payment options can be edited at any time through your TBI Smart Pay account.
The first invoice you receive will be prorated in the first month based on the date you close on your home and then for a full 5 months after. Your following invoices will be for full 6-month cycles.
Your billing begins based on your settlement date. We urge you to set up your activation appointment to begin taking advantages of the monitoring immediately.
Yes - we accept VISA, MasterCard, Discover and American Express. To set up recurring payments or to view your billing history you can create a TBI Smart Pay account.
Yes, payments can be made by setting up an ACH withdrawl by creating a TBI Smart Pay account.
The hold date is the date in the following month when you would like the payment to be made. When paying an invoice at the due date the best hold date to select is 2. This will pay the invoice on the 2nd of the month when generated.
Credit card payments entered without a hold date will post the following business day. ACH bank drafts without a hold date will be processed within 3 to 5 business days depending on your Bank.
When you upgrade or add services after your billing has already started, you will be billed for any new services from the date on which those new services began through the end of your existing cycle. Your following invoice cycle will bill all services for a full 6 months.
Yes, invoices and payments can be made by creating a TBI Smart Pay account.
Payment options can be edited at any time through your TBI Smart Pay account.
TBI Smart Home Solutions will only bill you for those fees beyond what your Community's Association is contracted to pay. Cell Radio or Remote service fees are not paid for by your homeowner's association.
To change your billing address, please contact our Customer Service Department at 800-957-2522 Monday through Friday from 8am-5:30pm, EST.
All cancellation requests must be received in writing. If you are moving please contact our Customer Service Department Monday through Friday, 8am-5:30pm EST, at 800-957-2522 to discuss your contract and cancellation.
TBI Smart Home Solutions