FAQs

How Can We Help You Today?

Why do I need monitored home security?

If an alarm is triggered while you’re away, asleep, or under duress, our 24/7 monitoring center receives the signal and dispatches a response team to your home or business. We aim to bring you security and peace of mind.

For account inquiries, call our accounts department on 0867 770 4562 Monday to Friday from 7:30am – 5:00pm.
We offer pet-friendly motion detectors designed not to be triggered by pets. Our consultants will help design the optimal system for your home security needs and lifestyle.
We can evaluate compatibility of most systems prior to activation in order to best serve you. This allows us to assess your current equipment’s age, condition, and capabilities to discuss monitoring or upgrade options.

Contact our monitoring station at 0867 770 4562 during working hours or email info@safeguard.co.zw to update authorized contacts or passwords.

Our average response time is under 6 minutes for properties in greater city areas and may be longer for remote locations.

Costs vary based on the type and complexity you require. We offer free consultations to evaluate your space and needs to determine the right system and budget for you. Contact our Sales team on 0867 770 4562.

HYYP is a supplementary hardware module that connects to your alarm panel, allowing you to remotely control your security system from your mobile phone. Using the HYYP app requires:
  • Wired internet connectivity to the alarm panel.
  • Active mobile data or WiFi signal on your mobile phone.
Our mobile app, downloadable onto smartphones, provides customers instant access to diverse Safeguard offerings, notably urgent assistance requests.
Key functions of the Safeguard App include:
  • Mobile panic button to trigger alarm response anywhere with cell signal coverage.
  • Request emergency medical, fire department, or roadside assistance.
  • Remotely test security system and cancel false alarm response as needed.
  • Access services and support from Safeguard’s monitoring units.
  • Option to add other members of the household on the app as secondary users allowing them access to the emergency services.

To view the guide detailing all features and functionality of your specific alarm system model, simply scan the QR code on your keypad using your smartphone camera. The QR code links directly to the digital user manual for your equipment.

If your keypad does not display a QR code, you can alternatively locate your customized user guide under the “User Guides” tab at the top of the Safeguard customer portal. This comprehensive reference resource outlines step-by-step instructions for operating and troubleshooting your system.

Why does my keypad say "Not Ready"?
This means the system cannot arm, often because a sensor is still triggered by an open door/window or motion. The keypad screen will indicate which circuits are not closed. Check that all doors and windows are closed. If the error message is still displayed, double check that all the white contacts on windows and doors are aligned.
Yes, standard backup batteries provide power for approximately 4 to 6 hours during an outage. Batteries typically last 3-5 years, but frequent power cuts can shorten their lifespan. Deep cycle batteries providing 1 week back-up are also available. Solar powered systems are also available. For solar systems, ensure connection to solar power source.

Test your alarm weekly to ensure that it is functioning properly in the case of an emergency. Use the ‘Test Alarm’ function on the Safeguard app where you can determine the amount of time you need to test the system without initiating a response squad. Alternatively, contact our control room on 0867 770 4562 prior to the test.

If you discover any part of your home security system is malfunctioning, please contact our service department to schedule a repair service call. They can be contacted via the ‘Request Service’ function on the Safeguard app, calling 0867 700 4562 or emailing customercare.alarms@safeguard.co.zw

Please refer to our alarm user guides for detailed instructions and procedures on arming and disarming your specific system. These can be found under the ‘User Guide’ tab at the top of this screen. We also have demonstration videos available in the ‘Useful Videos’ tab showing how to properly operate your equipment.

Your customized alarm setup allows you to bypass select detection circuits as required. For instance, you may wish to arm perimeter access points while disabling motion sensors in order to move freely indoors.

During initial installation, your sales representative assigned circuit numbers corresponding to different security components. Refer to the ‘User Guide’ or equipment video resources for step-by-step bypassing instructions tailored to your system. These can be found in the tabs at the top of this screen. Our materials demonstrate how you can selectively arm door/window sensors while keeping interior motion detectors temporarily disabled for convenience.

“Stay” arms the system with residents still home. It is possible to bypass certain internal motion sensors if you wish to move around your home but have perimeter alarms activated.
“Away” arms with all sensors active for vacant premises.

Enter your security code to silence the siren. Use the Safeguard app to cancel the deployment of the response squad by entering your PIN into the pop-up screen. Alternatively, you can call our control room on 0867 770 4562, providing your password as evidence that you are secure.

While false alarms sometimes occur, there are preventative steps you can take:

  • Test your alarm weekly to ensure that it is functioning correctly.
  • Have your system regularly professionally serviced to resolve any potential triggers.
  • Ensure the backup battery has full power.
  • Check doors and windows are well-secured and functioning properly to avoid wind/agitation triggers.
  • Only use the designated entry/exit points defined during installation.
  • For homes with pets, install pet-tolerant motion detectors.

The key is having an adequately maintained system tailored to your space. Discuss any lifestyle concerns with our technicians so they design the optimal alarm system and settings around your needs to limit false triggers. Proactive maintenance and appropriate system selection help avoid nuisance alarms.

An intermittent beeping sound from your alarm system’s keypad following an electrical failure indicates that your backup battery power is running critically low. Please promptly contact our service department at 0867 770 4562 to have the battery replaced.

Illuminated zone lights signify an issue with that area’s security sensor, typically an open entry point or motion detected where the system is armed. Check that all doors and windows in the protected space are fully closed. Also ensure there is no movement triggering sensors in areas that are currently armed. Once any triggers are resolved, the keypad lights will turn off.

The “LOW BAT” indicator accompanied by a flashing POWER LED means your alarm system battery is either not charging properly or nearing the end of its useful life. Your 12V sealed lead acid backup battery will keep the system operational for 4-6 hours during short-term power outages.
These batteries typically last 3-5 years, but frequent power cuts can shorten their lifespan.

If there is a zone number displayed next to the low battery message on your keypad, that indicates one of your wireless devices may have a depleted battery requiring replacement instead.

When you see a low battery warning, it is advisable to have a technician inspect the system. If you have a service plan with us, the cost is $45 (residential sites) or $75 (commercial sites) for a full diagnostic check. If the original battery alone needs replacing, we provide and install a replacement for just $35. An upgraded deep cycle backup battery providing over 1 week of backup power is available for $696.

Please contact our service department to schedule a repair service call. They can be contacted via the ‘Request Service’ function on the Safeguard app, calling 0867 770 4562 or emailing customercare.alarms@safeguard.co.zw

My alarm system is “dead” and nothing is showing on the keypad
Is the plug point powering the alarm operational?.
  • Find the plug labelled ‘Safeguard. Do not switch off’. Use a device such as a phone charger to check the plug is working.
  • If the plug is working, then arrange for a tech to visit.
Do you have ZESA?
NO- then standby battery has run out. Client needs a new battery. A tech can come with one and fit. Or you can purchase one from us and fit yourself.
How many keypads do you have?
  • If more than one, please check the other keypads to see if it is working.
  • If neither is working, need a tech.
  • If the other one is working, you can use to arm the system before a tech arrives.
Do you have the correct alarm code?
  • YES-Press the Hash key (#) twice to cancel previously entered codes. Then slowly reenter the code ensuring there is a beep after each digit.
  • If the keypad does not beep then there may be a cable fault requiring a technician.
How to stop the alarm until a technician arrives
  • Find the plug point marked ‘Safeguard. Do not remove’ and unplug.
  • Find the alarm control box (usually in a cupboard in the same room as the plug point) carefully open the box and remove any of the leads to the small black battery.
I cannot arm my alarm system as there is a zone flashing
Is the alarm internal, external or both?
Have you identified the zones that are going off/flashing? Look at your keypad for this.
Internal Sections of the Alarm.
Does the zone affected have window contacts?
  • Check doors and windows are well-secured and windows magnets are correctly aligned. Magnets may need to be stuck back on with glue.
  • Zones may cover more than one room, so check spare rooms and bathrooms.
Does the alarm go off when you are entering or leaving the property?
Only use the designated entry/exit points defined during installation.
Does the zone include PIR detectors?
Check that they are not directed towards a window, where outside movement may trigger them.
Do you have pets?
Put your pets outside and set the alarm to test this. Pet-tolerant sensors are available but if these have already been installed they may need to be adjusted to take pets’ movements into account.
Outside Section of the Alarm – PIRs
Is there any vegetation in the line of the sensors?
Overgrown vegetation may trigger sensors which is aggravated by wind. Cut all excess vegetation back.
Do you have pets?
Check that your sensors are correctly aligned to avoid your pet’s movements, especially if they are still growing.
Are there any impediments to the PIR area?
Check for insect nests and cobwebs. Remove any impediments to the beams.
Have you had ZESA cuts recently?
Check that the plug marked ‘Safeguard. Do not switch off.’ is plugged in and works. Low battery levels affect radio links more than alarm, hence, new battery may be necessary.
There is no light illuminated when you press the panic button.
The battery may be dead or the unit suffered water damage. Can repair yourself. Prose open the fob using the gap in the seal at the top. Replace the battery. Gently clean the insides with a lint-free cloth.
The light is illuminated when you press the panic button.
The radio link may not be working. Contact our control room to test.
If not functioning.
Have you had ZESA cuts recently?
Check that the plug marked ‘Safeguard. Do not switch off.’ is plugged in and works. Low battery levels affect radio links more than alarm, hence, new battery may be necessary.
The CCTV system is completely off
The screen is completely blank.
Check that there is power to your monitor.
The controller box has no flashing lights.
Check that there is power to your controller box.
How do I check if my CCTV is recording?
Check that the blue LED on the front of the recorder is flashing.
How can I view my recordings?

Log in with your password

  • Click Search on the Main Menu.
  • Click on the day you wish to view on the calendar on the right side.
  • If the day is shaded light blue, it has a recording. If it is shaded dark blue, there is not recording.
  • Double-click on the graph below to begin playing back video.
My camera image is obscured or blurry.
  • Check to see if anything is blocking the camera lens.
  • Cut back vegetation around it and clear any spider webs etc.
  • Clean the camera lens by dampening a lint-free cloth with alcohol or liquid cleaner and gently wiping the camera lens cover.
The camera is not working.
  • Check that the camera is still in position.
  • If a wired system, check that the cables are still intact. Has there been any maintenance work or hedge cutting recently etc.
  • If it is a wireless system, check the App to see if the camera battery is low.
None of the cameras are working.
  • Check the issues above.
  • Check for power failure. In an IP system, this will be checking power to the switch cabinet. In an analogue system, this will be power to the individual cameras.
My fence control box has no flashing lights.
Check the power sources.
Ensure the power cord is firmly plugged into the outlet and switched on. Never power off at the mains, as this can damage the battery. Check fuses and LED lights on surge protector and transformer, if equipped. The energizer and power supply charge indicator should be illuminated.
Keep the unit switched on and walk round the perimeter listening for clicking sounds. If a gate alarm is installed, disable this at the isolator during the check. Identify any areas of fault and then switch the energizer off.
Is there vegetation or foreign objects touching the wires?
Cut back any vegetation close to the wires. Be aware that this may happed when it is windy or during wet weather. Remove any debris, insects etc that are touching the wires.
Have any wires dropped from the insulator cables?
Gently lift any detached wires and reattach to the insulators.
Are all the wires intact?

Check to see if any wires have been broken.

  • If so, a technician will need to visit to repair.
  • Remind customers that there is a panic alarm on the app.
My access control reader is off and I cannot open the door.
Use your override key to access the building. Check the plug marked ‘Safeguard. Do not switch off’ is plugged in.
If there is ZESA supply to the building.
Check that the plug socket is working by using an alternative device. If it is then a technician will need to attend to check for a standby power problem in the unit.
If there is no ZESA supply to the building.
  • The power left on the standby battery will keep the lock ON as a safety measure.
  • Once power is restored your system should start working properly.
  • Consider alternative power source such as solar system.
Is the scanner light flashing but the display says ‘Access Denied’?
Contact your system administrator to verify your access credentials.
Is the scanner light flashing but the display does not register the finger print?
  • Clean the fingerprint scanner surface on the reader. Dampen a lint-free cloth or cotton swab with alcohol or acetone and gently rub across the sensor.
  • Ensure that users finders are clean.
Is the scanner light off?
Check the plug socket labelled ‘Safeguard. do not switch off’ to ensure that there is power to the unit.
Is there any physical damage to the tag?
Check the magnetic strip for wear. A damaged tag will need to be replaced.
Is the card programmed to access this area?
  • Contact your system administrator to check the card access rights.
  • Check if the card has expired or has been disabled from the system.
Is the system networked? (Will probably need IT support)
  • Check the system controller has power.
  • Check that the computer hosting the tag software is successfully running the application.

The Safeguard app is not working.

Is your mobile data turned on?
Check in your phone ‘Settings’ and turn on. Scroll down this window and check that the Safeguard Security app is also switched on.
Do all your other apps work that are on mobile data?.
Open the app, click on the three horizontal lines in the top left corner, click on the I in the top right corner. The latest version is 4.4.5. Upgrade the App by downloading the latest version software by going into the app store, searching for the ‘Safeguard Security’ app, and clicking on ‘Open’.

APPLE – Go into Settings, Privacy & Security, turn ‘Location Services’ on. Scroll down to the Safeguard Security app and click on it.

Decide your preferred setting from the options of ‘Ask next time or when I share’, ‘While using the App’ or ‘Always’.

ANDROID – Go into Settings, Permissions, turn ‘Location Services’ on. Scroll down to the Safeguard Security app and click on it.

Caddx User Guide

Dsc User Guide

ids-x64 User Guide

ids 805 User Guide

LCD KEYPAD

IDS LCD Keypad Bypass
IDS LCD Keypad Disarm
IDS LCD Keypad Arming
IDS LCD Keypad Un ByPass

LED KEYPAD

LED Keypad UN Bypass
LED Keypad Arming
LED Keypad Bypass
LED Keypad Disarming

Servicing:
Quarterly/ 6 monthly/ yearly/ on request.

Service Charges:
Service Charges include time, mileage, and sundries. Equipment repairs/replacements are for the client’s account unless covered by the guarantee.

Notification of routine service:
Safeguard will advise the client in writing at least two weeks in advance of the service date. If there are any changes in date the client is to contact Safeguard at least 24 hours in advance to reschedule.

Spares availability:
Alarm equipment is usually available ex-stock.

FAULTS -Response to fault reports

Monday – Sunday
Any report received during the day will at least be attended to before the end of the following day. When reporting a fault/requesting service you must ensure that you receive a reference number for the report. This will ensure that it has been correctly logged.

After hours
A duty manager is on call after hours seven days per week. A General Manager and Managing Director are on call to assist him if necessary. The Manager is on call to provide telephone assistance, but, if necessary, will visit the site to assist.

Control Room Action
If the reported fault is not resolved on the phone, a work order is generated and handed over to operations for allocation to a technician to attend the following day. Use the Safeguard Security Application to book a service, Click on Setting tab on the top left corner of your screen, Select company, and request for service. Drop down Site select the site, drop-down Faulty option select the type of fault and type in any other comments in the description box and click submit.

Charges for callouts
All after-hours call-outs are for the account of the client at double the normal rate for labour including Public Holidays. Call outs during working hours are chargeable even if the equipment attended to is under guarantee. Equipment is replaced free if the system is under guarantee but if the fault is due to user error this call out will be chargeable. Guards placed due to a fault with the alarm will be charged even if the system is under warranty. Call outs are charged even if regular servicing is in place but will be credited if the call back is due to a failure in service routines.

Radio links
Charges – radio links are charged in advance. The rental fee covers the immediate dispatch of a reaction team to the premises in the event of alarm activation. If however there are false alarms due to user error e.g. not turning off the alarm before entering a protected zone, a fee will be raised.

Test your Security System
We strongly recommend you test your security system on a weekly basis to ensure it is working. This is important due to the frequency of ZESA power cuts which can affect the efficiency of the system. Use the Safeguard Security Application to self-test your alarm, Select Setting at the top left tab of the screen, click on site tab, select Test My Alarm, choose the test time period enter your application password and your alarm system will go into test mode. To view the test results, click on the inbox option. Regular servicing is also recommended.

Other Services:

Are Safeguard's cash-in-transit rates uniform countrywide?

Safeguard’s cash-in-transit rates are standardized across Zimbabwe.

Safeguard maintains insurance coverage to reimburse clients for any cash losses while in Safeguard’s custody, in cases where Safeguard is found liable based on the terms outlined in the Memorandum of Agreement. Clients must submit claims within seven days of discovering such a loss to qualify.
Our insurance policy does not cover nighttime cash-in-transit operations. Therefore, Safeguard conducts cash pickups and deliveries between 8 AM and 4:30 PM.
Our cash-in-transit services include transporting clients’ locked and sealed cash boxes to the bank for deposit. We also offer cash counting and wage packaging services onsite.
While Safeguard can accommodate last-minute requests, 24 hours notice is ideal to allow for proper planning and preparation.
What type of equipment do your guards have?
Each guard is equipped with a baton stick, communication radio, handcuffs, torch and a guard monitoring system with inbuilt panic button. Additional equipment such as metal detectors and traffic sleeves are supplied depending on nature of the job.
We have an excellent training routine and receive regular input from our customers. With continual review of areas of attention, we have developed a sound training system. We offer basic, refresher and skills training. We also have a registered training school.
We have a good routine of supervision, inspection, tracking and analysis to ensure contract performance. Our supervisors check on the guards day and night. Our 24hr control room, also checks on them twice per hour through our radio communication system. We use guard-monitoring units, which are on real time monitoring and our guards do at least two patrols per hour. The client receives a daily report on how his guard patrolled the previous night/day. We provide adequate supervisory staff to ensure a high level of supervision for shift change and routine inspections.

We utilize a number of systems to ensure that that we maintain the quality of performance on post, and meet the standards required. This is achieved through:

  • A closely managed selection process.
  • Specialist training for site
  • Pre-deployment Parades and post coverage in every main center
  • Effective and efficient transport system to assist deployment
  • Use of Guard Monitoring Units
  • Detailed Tasking Through a Schedule System
  • Analytics and Reporting
We have a central control room, which is manned 24hours a day and is the nerve centre of the Safeguard operation. Requests for assistance after hours are dealt with through the control room.

Basic Electric Fence Troubleshooting

Power Supply

  • Ensure the power cord is firmly plugged into the outlet and switched on. Never power off at the mains, as this can damage the battery.
  • Check fuses and LED lights on surge protector and transformer, if equipped. The energizer and power supply charge indicator should be illuminated.

Fence Line Inspection

  • With the energizer on, walk the fence perimeter listening for clicking sounds, which typically indicate an issue. Identify the general area of fault before turning energizer off to inspect.

Common Issues

  1. Vegetation – Remove any plants touching wires.
  2. Foreign Objects – Detach any items contacting wires, including razor wire, debris, dead insects, etc.
  3. Dropped Wires – Reattach any wires that have detached from the insulators.

Gate Alarm
If installed, disable gate alarm at isolator switch during troubleshooting to avoid triggering.

Reporting Issues
Only report unresolved electrical faults to Safeguard Engineering after completing the above basic checks first. Fees will apply if the issue could have been addressed following the troubleshooting advice given above.

Warranty
Systems have a 12-month workmanship warranty. Power surges, natural events, and batteries are not covered. Callout fees as stated by the Sales Representative at installation will apply for engineer dispatch.

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