Ecobee Smart Security - Arm, Disarm, and Manage Security Modes

Purpose

Use this procedure when a customer wants to arm, disarm, configure alarm modes, manage entry and exit delays, use Arm/Disarm Assist, or reset their Smart Security PIN.

Customer Symptoms

Customer wants to:

• Arm the security system
• Disarm the security system
• Use Arm Away mode
• Use Arm Stay mode
• Configure security settings
• Enable Arm/Disarm Assist
• Use Autopilot features
• Adjust Entry Delay
• Adjust Exit Delay
• Change a security PIN
• Reset a forgotten PIN

Understanding Smart Security Modes

Arm Away

Use Arm Away when nobody is home.

The system monitors:

• Motion
• Occupancy
• Entry activity
• Smoke alarm sounds

Activity alerts are generated if unexpected activity is detected.

Arm Stay

Use Arm Stay when occupants are home.

The system protects selected areas of the home while allowing normal activity in approved spaces.

Activity alerts are generated if unexpected activity is detected.

Disarm

When Disarmed:

• Monitoring is disabled
• No security alerts are sent
• Alarm activity does not trigger monitoring actions

Arm or Disarm Using the Thermostat

1. Open the thermostat Home Screen.
2. Select Smart Security.
3. Choose:
   • Arm Away
   • Arm Stay
   • Disarm
4. Enter PIN if prompted.
5. Confirm selection.

Arm or Disarm Using the Ecobee App

1. Open the Ecobee app.
2. Navigate to Smart Security.
3. Select:
   • Arm Away
   • Arm Stay
   • Disarm
4. Confirm the change.

Arm or Disarm Using Voice Control

Customers can use supported voice assistants to change alarm modes when configured through Ecobee Smart Security.

Understanding Entry and Exit Delays

Exit Delay

Exit Delay provides time to leave the home after selecting Arm Away.

The system waits before becoming fully armed.

Entry Delay

Entry Delay provides time to enter the home and disarm the system before the siren activates.

Configure Entry and Exit Delays

1. Open the Ecobee app.
2. Navigate to Smart Security Settings.
3. Select Entry Delay or Exit Delay.
4. Adjust desired timing.
5. Save changes.

Understanding Arm/Disarm Assist

Arm/Disarm Assist uses:

• Geolocation
• Wi-Fi presence
• Occupancy sensing

to determine whether occupants are home or away.

The system can:

• Remind users to arm the home
• Automatically disarm when returning home
• Help automate security operations

Requirement

Autopilot must be enabled for Arm/Disarm Assist to function.

Enable Arm/Disarm Assist

1. Open the Ecobee app.
2. Navigate to Smart Security.
3. Open Autopilot Settings.
4. Enable Autopilot.
5. Enable Arm/Disarm Assist.
6. Configure notification and automation preferences.
7. Save changes.

Change Smart Security PIN

Using the Thermostat

1. Open the Main Menu.
2. Select Smart Security.
3. Select Change PIN.
4. Enter the current PIN.
5. Enter a new PIN.
6. Confirm the new PIN.
7. Save changes.

Reset a Forgotten PIN

Using the Ecobee App

1. Open the Ecobee app.
2. Navigate to Smart Security.
3. Tap Settings.
4. Select PIN Management.
5. Tap Reset PIN.
6. Follow the prompts to verify account ownership.
7. Create a new PIN.

Troubleshooting

Unable to Arm the System

1. Verify all sensors are online.
2. Verify internet connectivity.
3. Confirm Smart Security subscription status.
4. Restart the Ecobee app.

Arm/Disarm Assist Not Working

1. Verify Autopilot is enabled.
2. Verify location permissions are allowed.
3. Confirm Wi-Fi permissions are enabled.
4. Verify household member settings.

Forgot Security PIN

1. Open the Ecobee app.
2. Navigate to PIN Management.
3. Select Reset PIN.
4. Follow verification steps.

Siren Activates Unexpectedly

1. Review Entry Delay settings.
2. Verify monitored devices and sensors.
3. Confirm alarm mode configuration.
4. Review recent activity history.

Expected Outcome

The customer successfully arms and disarms the Ecobee Smart Security system, configures security modes, manages entry and exit delays, uses automation features when desired, and maintains secure access through PIN management.