Vivint Customer Service: Reviews and Contact Info

The quality of Vivint’s customer service is hit or miss. Up to 60% of reviewers give the company a solid five-star rating and praise specific Vivint representatives for outstanding customer service. 

However, the one-star reviews show some lingering struggles despite recent customer service improvements. Learn more about what to expect from Vivint’s customer policies and how to reach a representative for assistance.

Vivint’s customer service representatives will ask for your account number. Have this information at the ready for faster service. Do not share your password. 

If you call about a technical issue, write down the error codes (if any) that appear on the control panel. To troubleshoot Vivint issues in real-time, call when you’re home and able to access the control panel. 

If you choose to reach out to Vivint through social media, do not share your account number or other personal information in comments. Direct message the company instead.

To pay Vivint online, visit account.vivint.com, and log in with your username and password. Click Make a Payment. You can also access this portal through the Vivint app by tapping the three bars in the upper-left corner of the security page, and then tapping Billing. 

Vivint also offers automatic online payment processing. You get to choose which day the payment is withdrawn from your bank account, provided it falls on or between the 1st and 25th day of the month. 

If you don’t enroll in automatic payments, your bill will be due between the 1st and 15th day of the month. Call Vivint to adjust the specific bill due date.

US customers can pay their Vivint bill by mailing a check here:

Vivint Inc.
62992 Collection Drive
Chicago, IL 60693-0629

Customers in Canada should mail their checks here:

Vivint Canada, Inc.
c/o Lockbox 914410
PO Box 4090 STN A
Toronto, ON
M5W 0E9.

Vivint partners with Citizens One and Fortiva to offer installment loans for equipment. If you received one of these loans, you’ll have a second bill to pay each month in addition to the Vivint monitoring bill. 

• Fortiva loans can be paid through myfortiva.com or by calling +1-800-710-2961
• Citizens One loans can be paid through vivint.citizensoneloan.com or by calling +1-877-545-5691

We recommend fully understanding Vivint’s terms and conditions and long contractual commitment before signing on for service. 

Carefully review Vivint’s cancellation policy in particular. You can also read more information about how Vivint handles cancellation requests at support.vivint.com. 

Yes. The Vivint customer service cancellation line is +1-800-216-5232, ext. 5020. 

You may still have financial obligations to fulfill after you cancel your Vivint service. Two possible scenarios exist:

1. You purchased Vivint equipment upfront, allowing you to enter a month-to-month contract. You can cancel this agreement with a written 30-day notice sent via email, mail, or fax.
2. You financed the smart home security system, requiring you to sign a contract lasting five years (on average). You must pay 100% of the remaining balance on the contract even if you cancel services early. 

Vivint will not require you to buy out your long-term contract under specific circumstances:

• You are an active or reserve member of the military and receive deployment orders of at least six months; receive permanent change of station orders; receive a medical discharge; or retire after at least 20 years of service.
• You file for bankruptcy.
• You experience a death in the family.
• You move into an assisted-living facility.
• You experience any other “unfortunate” or “extenuating circumstance.”

Be prepared to submit documentation to Vivint’s Exceptions Review Team.

Contracts terminated within the first 12 months of signing are subject to a $300 termination fee. Contracts terminated within 13 and 24 months of signing are subject to a $150 termination fee.

If you did not purchase the equipment in full, it’s still considered Vivint’s property. You’ll be charged anywhere from $300 to the full price of the equipment if it is not returned to Vivint within 30 days of cancellation. The terms and conditions agreement also states that Vivint can come to your property to remove the equipment. 

If you choose to cancel your Vivint contract less than 24 hours before the installation date, the $49 installation fee still applies.

Vivint’s move service allows you to trade-in some of your equipment for brand-new versions when you relocate—but only if you meet certain qualifications. Alternatively, you can have the same equipment removed from your old home and re-installed in your new one.

Regardless of which option you choose, you’ll need to call Vivint’s move service number two weeks in advance: +1-855-695-5400

Vivint doesn’t allow customers currently financing their equipment to receive new equipment during a move. You also have to pass a credit check to enjoy this option. 

Whether you’re purchasing new equipment or not, you’ll be charged $129 for professional equipment take-down and another $129 for installation.¹ You’re allowed to remove the equipment yourself to save some money, but Vivint requires professional installation.

Don’t need or want Vivint’s security service at your new place? Cancelling isn’t your only option. Instead, you can leave the equipment in the home and transfer the policy to the new homeowners.

The new homeowners must agree to take on your policy, of course. Vivint also states that the new party must “meet the qualifications” of the agreement, which means Vivint has the right to deny the transfer. Transferring isn’t an option if the equipment is still under finance. 

A $99 transfer fee applies.² However, the transfer fee is waived if the new party negotiates a brand-new contract. Until the policy is officially transferred, you remain responsible for all monthly service charges.

Vivint offers a free move service for members of the military wishing to remove and reinstall the same equipment. Upgrades or add-ons cost extra.

Members of the military issued a temporary reassignment can also pause payments for up to 12 months.

Vivint has earned 3.9 stars on Trustpilot, where 60% of over 20,000 reviewers rated their experience as “excellent.” Reviews consistently call out specific customer service representatives to thank them for going above and beyond.

Vivint also won The Monitoring Association’s (TMA) Monitoring Center of the Year Award in 2012, 2017, and 2021. Previous winners must wait three years before entering the TMA competition again, which means Vivint has won nearly every year it has been eligible. The contenders are all exceptional, so we’re especially impressed with Vivint’s win record.

However, 840 reviewers on the Better Business Bureau website give Vivint an average rating of just 1.14 stars, which points to some lingering customer service concerns that Vivint has struggled to resolve.

Some of the most common Vivint customer support criticisms from BBB reviewers include long wait times, excessive transfers when calling for assistance, and difficulty scheduling in-home support.

Many reviewers express frustration about charges continuing to appear on their bank statements despite cancelling their Vivint security service. Vivint does expect the contract to be paid in full even if services are cancelled; it’s unclear whether this explains the reviewers’ charges. Some Vivint cancellation complaints also refer to contracts that auto-renew without the customer’s knowledge.

Other common complaints against Vivint home security revolve around the door-to-door salespeople. For example, some customers report that the installed equipment is different from what they agreed upon with the sales representative. 

There have also been reports of fake Vivint representatives going door-to-door to scam homeowners. Anyone representing Vivint should have a badge number and photo ID clearly visible at all times. You can call +1-866-870-2268 to verify the identity of anyone claiming to work for Vivint.

One final criticism often brought up in Vivint reviews is that the equipment doesn’t always work. It’s unclear whether this is due to a fault in the equipment or external factors like internet speed and cellular data.

Read answers to more Vivint FAQs.

• Alternatives to Vivint
• SimpliSafe vs. Vivint
• ADT Security vs. Vivint Smart Home
• Frontpoint vs. Vivint Security
• Vivint vs. Ring

1. Vivint, “Policy Moves.” Accessed May 13, 2021. 
2. Vivint, “Policy Account Transfer.” Accessed May 13, 2021.
3. Trustpilot, “Vivint.” Accessed May 13, 2021.