FAQs

Absolutely. ERA Protect has been designed to be self-install as far as possible. The only products that we would suggest you consider professional support with if you aren’t familiar with wiring/electrical, are the video doorbell and floodlight camera, as electrical wiring is involved.

Yes, all ERA Protect products come with all of the required fixings that you will need to install and fit your product. Batteries are also included where required. Some also come with drilling templates where required. For some products, you will need basic DIY tools.

ERA Protect is designed to be an inclusive ecosystem connected to the smartphone app. It will not integrate with any existing alarm systems.  However, you can still add ERA Protect products to your home as they will not interfere with any existing system you have, they will simply complement and enhance your level of security.

The Protect hub is the central function of the Protect system.  If you have this, you can add up to 96 additional accessories (sensors, keypads and remotes) and multiple cameras, all of which can be controlled through the same ERA Protect account on the app.  

No. Once you have paid for your products, you can begin using them and will not incur any further costs. If you have camera products, should you wish to, there are optional Cover Plans available that enhance the level or recording storage that you can access, as well as a professional monitoring service. Find details of our Cover Plans here.

For the ERA Protect Alarm, the hub will work with a standard ADSL broadband connection, as the data transmitted is not that large.

If using camera products, a fibre broadband internet connection is recommended, with at least 1 Mb/s upload speed per camera on your alarm system.

A standard ERA Protect Alarm will operate on your home’s internet router using the ethernet cable, therefore in the event of an internet outage, your alarm won’t function.There are paid-for options available within our Cover Plans to activate a built-in 4G SIM card which will allow your alarm to stay connected to the service without Wi-Fi. Read about our Cover Plans here.

ALARM SYSTEM

The ERA Protect Alarm hub connects to your internet router using an ethernet cable. The sensors for the ERA Protect alarm connect to your hub using the alarm’s proprietary signal and do not use your home’s Wi-Fi network. You do not need any computing equipment to run the ERA Protect alarm system, just a smartphone to download the ERA Protect app.

CAMERAS

Any camera in the ERA Protect range will need to be connected to your internet’s Wi-Fi network, using the 2.4 GHz frequency.

All ERA Protect ecosystem products and accessories can be purchased on www.eraprotect.com.

To test the alarm system, simply arm the alarm using the app or remote control if you have one. Next you will need to trigger one of your sensors.  Please note, the PIR Sensor has a minimum 5 minute cool down period, so when testing that sensor, you will need to wait at least 5 minutes before walking past it.

The ERA Protect system currently integrates with Amazon Alexa Echo speaker products and Google Nest Audio.Instructions for how to use Google and Alexa products with ERA Protect can be found here

Within this website, you will find user manuals on each product listing which can be viewed and downloaded for future reference.

The ERA Protect system can be removed and taken with you when you move house.  All products can be uninstalled and re-fitted into any new property. You will not need to make any changes on your app or Protect account.

All products within ERA Protect come with a 2 year guarantee.

In addition to the manufacturer’s warranty, we offer a supplemental 30-day ‘No Fuss’ money back returns policy. If you decide you do not require the goods, they may be returned within 30 days of receiving them (the cost of outward bound and return postage is your responsibility and is non-refundable, unless otherwise agreed by prior arrangement) for a full refund. A returns reference number must be obtained from the Customer Support team who can be contacted on 0345 257 2500 prior to the goods being returned.

To receive a full refund the goods must be returned in a re-saleable unused condition and in their original packaging. We reserve the right to deduct an amount from the purchase price should the goods be incomplete or in a used condition. It is the customer's responsibility to ensure that the goods are adequately packaged in order to avoid damage in transit.

Please note: When returning an item containing batteries, please remove these from the item before re-packaging and ensure the batteries are not posted back to ERA.

If you need any advice or support regarding the ERA Protect system, you can contact our UK-based Customer Support team on 0345 257 2500, Monday – Saturday, 9am - 5pm.

ERA and the ERA Protect system, including our cloud platform, is fully GDPR compliant to ensure that your data is secure and encrypted.

The ERA Protect alarm system has been accredited with the BSI Internet of Things kitemark, demonstrating that it has been through rigorous testing. The cloud used by ERA Protect is held on a UK/ROI based server.

We will collect your name, email address and phone number. This information allows us to set up your ERA Protect account and communicate with you only in rare circumstances such as when your service may be impacted.

If you choose to upgrade to our ERA Protect Plus Premium cover plan which includes the professional monitoring service, we will also acquire your phone number and address, which allows us to inform you of an alarm trigger and direct emergency services to your property should that be deemed necessary.

We continuously monitor our platform to ensure that your alarm and cameras are as secure as possible and work with no issue.

We were the first UK smart alarm system to gain the BSI Internet of Things kitemark, which demonstrates our commitment to provide products of the highest standards.

BSI (British Standards Institution) have a number of different kitemarks to qualify and guarantee certain levels of quality and protection across a wide range of products.  The IoT (Internet of Things) kitemark was specifically created to provide consumers with a confidence that they can trust IoT devices to be safe, secure and functional. Read more about the IoT kitemark here.

The full ERA Protect system, including its cloud platform, has been accredited with the IoT kitemark to give our customers ultimate reassurance that it has undergone extensive testing to guarantee that the products and system function and communicate as they should, with the appropriate security controls in place.

Our systems administrators can access video footage and will do so only when required.

If you have chosen to purchase our ERA Protect Plus Premium Cover Plan which includes professional monitoring, then our external security partner who provides this service will have access to your footage to be able to deal with any alarm triggers and take any necessary steps to protect your property.  

To run the ERA Protect app, you will need a compatible iPhone (minimum iOS 11) or Android device (minimum OS Android 7).

The ERA Protect app will work on both iOS (Apple) and Android operating systems.

The app is available from Apple iTunes store and Google Play store.

Go to your corresponding app store and download the app, free of charge, straight to your phone.

No the app is free to use.

You can change your password by using Account Settings in the app. If you have forgotten your password and are not in your account, then you can click on ‘Forgot Password’ from the Login screen. You will then receive an email which will guide you through resetting your password.

The initial account that is set up for your system will become the Administrative account. There is no limit on the number of people who can use this account.

For User accounts, you can create Guest Users, and assign specific roles and access levels across the ERA Protect products. You can set up Guest Users and permissions through Account Settings in the ERA Protect app.

It is not possible to have multiple accounts on the same app or phone. If you wish to have your account deleted, then please contact us at help@eraprotect.com and we will arrange for that to be done.

Products can be removed from your account at any time by going to the Settings section in the ERA Protect app.

The easiest way to purchase a Cover Plan is via the ERA Protect app. You just need to go Service Level via Account Settings, choose the Cover
Plan and follow the process. 

You can also purchase a code from www.eraprotect.com.  Once purchased online, a physical activation card will be posted to you, which you will need to receive before activating the Cover Plan via the app.

To activate a Cover Plan, you need to have an ERA Protect Hub, the central function of the alarm. The Cover Plans are designed to give additional support to customers who have camera products within their system.  If you don’t have a camera, then the cover plans will not provide you with any additional benefit.

Different plans have different levels of camera cover. The ERA Protect Camera plan is charged per individual camera.  Both ERA Protect Plus and ERA Protect Premium Plus cover plans will cover unlimited cameras.

One you have paid for the Cover Plan, you will be sent a card via the post. Scratch off the panel on the card to reveal to subscription code. In the app, navigate to Account settings, select ‘Service level required’, tap ‘I have a subscription code’ and then follow the on-screen instructions. 

If a Cover Plan is purchased through the ERA Protect app, it will need to be paid for using a credit or debit card. It is not possible to use prepaid
cards.

You can choose to auto renew, in which case, your card will be charged at renewal to keep the cover plan active.

Yes you can. Please note that if you are on an annual plan, then the change will take place at the time of renewal. If you need to move plans before the renewal, then please contact us on 0345 257 2500.

The auto renew process can be removed at any time. If you have purchased an annual plan, then the plan will stop at the end of your 12 month period. Pro-rata refunds are not provided.

You can cancel the auto renew process using the ERA Protect app. If you need assistance then please contact us on 0345 257 2500.

Professional monitoring means that an external trusted security company will be on hand 24/7 to check the status of your property in the event
of an alarm trigger. From their state-of-the-art UK-based Operations Centre, they will be ready to respond, giving you ultimate peace of mind that your home is being protected whether you are home or away.

In the event of an alarm trigger, anytime day or night, the monitoring service will check where the instance occurred, check any installed cameras to identify the source of the trigger and determine the course of action. Thereby reducing any false triggers, by checking your property first. If a trigger is determined to be an intruder, then the monitoring service will take steps to ensure you and your nominated contacts are alerted immediately and contact the appropriate authorities if you are not available at the time of the incident.

Our professional monitoring provider can offer a Guard service, who will attend your property and remain with it until it is secure. There is a cost to this service of £60 for each occurrence.

Under the Premium Plus Cover Plan, you can arrange for an automated call to be made or a text message sent in the event that your alarm is triggered.

For automated calls, the primary number will be contacted first and if there is no response, the secondary contact will then be contacted.

You can change the contact numbers at any time through the Account Settings on the ERA Protect app.

This professional monitoring service is bespoke to the ERA Protect System and cannot be used on other systems.

Yes, in order to provide a full monitoring service, the company does require access to your cameras. This will only ever be used to check your property in the event of an alarm trigger.  

If you have any questions regarding the cover plans, including the professional monitoring service, our Customer Services team will be happy to help.  Contact the team on 0345 257 2500, Monday - Saturday 9am - 5pm.