Customers can monitor for unauthorized code sharing and receive alerts whenever the person using a disarm code is different from the person assigned to that code. These alerts include a disarm image taken at the panel, so customers can see who accessed their properties and take immediate action as needed. This feature is available to customers using the Qolsys IQ Panel 2.

Requirements

The customer must have the following to configure Face Recognition for unexpected activity: 

• Qolsys IQ Panel 2 with firmware version 2.3.0+
• The panel must be connected to Wi-Fi to upload images
• The Capture Panel Camera Disarm Images automation rule must stay enabled 
• Each person disarming the panel has their own access code 
• An interactive service package (i.e., Interactive Gold, Commercial, etc.) that includes the following features: 
  • Unexpected Activity Alerts 
  • Images - Plus 

Face Recognition is available for customers in the US only. 

To configure Face Recognition for unexpected activity: 

The user must turn on Face Recognition, review/verify disarm images, and then verify the Unexpected Activity notification is configured as desired. All disarm image uploads including those uploaded for calibration will count against the upload limit.

Note: Image analysis data is stored on Alarm.com's secured servers and not shared with any third-party. Users can opt out at any time, but opting out removes all Face Recognition data from the Alarm.com Servers. 

Turn on Face Recognition: 

Important: Customers must use the primary account login information to turn on Face Recognition. 

1. Log into the Customer Website. 
2. Click Settings. 
3. Click Face Recognition. 
   • If this option is not seen, verify the panel firmware version and customer's service package meets the requirements. 
4. Customers see a brief description of the feature, and two user agreements for the customer to review. 
   • The primary, required agreement gives Alarm.com permission to store and use the customer’s biometric data (a mathematical representation of their facial features).
   • Most customers also see a second, optional agreement to automatically donate their panel's disarm images to help improve the accuracy of the offering. 
     Note: Customer data is always securely encrypted and never shared with third parties.
5. Once required agreements are accepted, the system is enabled to begin collecting disarm images to review for Face Recognition. It is recommended for each user to disarm the panel multiple times over the next few days so the system can collect disarm images for accurate face recognition. 

The following image displays the Face Recognition page after the user opts in. After allowing a few days for the system to collect images, the user can click Get Started to navigate to the website's Users section to continue the configuration. 

Review/Verify disarm images: 

After allowing a few days for the system to collect disarm images, the user can check back on the Customer Website to review and verify the images.  Verification of a minimum of 10 images of a user's face is required to enable Face Recognition for their access code; 20 images are recommended for maximum accuracy. 

Important: Customers must use the primary account login information to review and verify disarm images for Face Recognition. 

1. Log into the Customer Website. 
2. Click Users. 
   
   
    
3. Click to select the user to review the images for Facial Recognition. 
4. In Facial Recognition, click Calibration. 
   
   Note: If a user is disarming the panel but disarm images are not showing on the Users image review page, see Disarm images are not uploading.
   
   
5. For each disarm image to review, click  to mark correct images of the user or click  to mark images that are not of the user. 
   • The process of approving images teaches Face Recognition who each user is. Customers should only approve images that show the users' face. It only matters that the face has been captured, it is not important to determine whether the images are good. 
     
     
      
6. Complete this process for each person that is assigned a unique access code for the system. A user must have at least 10 verified disarm images to enable Face Recognition for their access code. 

Verify Unexpected Activity notification is configured: 

Once the Unexpected Activity notification is configured using the Customer Website or app, notifications are sent any time the face of a person using a disarm code does not match the face of the person assigned that code. Depending on how the notification is configured, the system also notifies if no face is detected when using a disarm code. 

To configure the Unexpected Activity notification using the Customer Website: 

1. Log into the Customer Website. 
2. Click Notifications. 
3. For the Unexpected Activity notification, click . 
4. Verify the notification is toggled on, and is configured with the desired Facial Recognition settings and recipients. 
   
   
    
5. Click Save. 

To configure the Unexpected Activity notification using the Customer app: 

1. Log into the Customer app. 
2. Tap . 
3. Tap Notifications. 
4. Tap to select the Unexpected Activity notification. 
5. Verify the notification is toggled on, and is configured with the desired Facial Recognition settings and recipients. 
6. Tap Save. 

Troubleshooting

Disarm images are not uploading

If a user is disarming their panel but they are not seeing disarm images show on the Users image review page: 

• Verify if the disarm image appears in the Images event gallery. For information about navigating to the event gallery, see View the Image Sensor Event Gallery and Past Events. 
  • If the user's disarm image still appears in the Images event gallery but is just not appearing on the Users image review page, then the face may not be detected due to darkness/lighting, distance from the camera, motion blur, or an obstructed view.
    • To identify the why a face is not being detected, navigate to the Users image review page for the user, and click X images were invalid for face recognition to view all disarm images that were invalid.
  • If the disarm images do not appear on the event gallery page:
    1. Verify the Capture Panel Camera Disarm Images automation rule is enabled. To resolve, try turning the rule off and then then turn it back on. For more information about enabling this rule, see View the Qolsys IQ Panel 2 Camera images on the website or app.
    2. Verify the customer's image upload limit has not been reached. For more information about the monthly upload limit, see How many Image Sensor images can customers upload per month?

Customers are not receiving notifications 

If a user is not receiving a notification when an unexpected person disarms their panel, verify: 

• The user associated with the access code is successfully enrolled.
  • On the Customer Website, navigate to the Users page and verify that at least 10 valid images have been approved for the user. For more information about verifying images, see Review/Verify disarm images. 
• The Unexpected Activity notifications for this user is enabled.
  • The user may have been manually turned off to trigger the notification. Edit the Unexpected Activity notification, and verify the user’s name is selected in Facial Recognition. For more information about editing the notification, see Verify Unexpected Activity notification is configured.
• The customer is selected as a recipient for the Unexpected Activity notification.
  • Edit the Unexpected Activity notification, and verify the user is listed as a recipient for the notification. If they are not listed, click + Add Recipient to add or select an address book recipient.