Home

Requires.

• For an active customer: Customers with View on the customer's location to see the record; Modify to edit fields.
• For a lead: Leads with View on the lead's location to see; Modify to edit.
• Customers with Create to use the + New Customer button.
• Delete Customer (or Delete Lead) to delete.
• Archive Customer to archive a customer. Unarchive Customer to restore an archived customer.
• Section-level permissions control sensitive parts of the form: Customer Page - Contact Information controls editing contact fields, while Customer Page - Sale Information and Customer Page - Installation & Equipment Information control whether those cards appear and whether their fields are editable.
• Confidential-field permissions control whether you see the actual SSN and birthdate or masked values.

If you can't view the record, SecurityTrax returns a 403.

The Home tab is the customer record. It's what you see when you open a single customer from the Customer List or any other link into that customer. It's two things glued together on the same page:

1. A sticky header pinned to the top of the page — your "you're looking at this customer" anchor, with navigation to every other area of the record.
2. The customer form below — every field on the customer (personal info, sale, installation, monitoring, custom fields), editable in place.

Whichever tab you click in the header, the header stays with you. The form below changes per tab.

Note. There is no separate "edit mode" — the form is always live when you have modify permission. Changes take effect when you Save.

Getting here

• Click a customer's name from the Customer List.
• Click a customer link from the Home Dashboard, My Open Tickets, My Assigned Leads, or anywhere else in SecurityTrax that surfaces a customer.
• Or navigate directly to https://portal.securitytrax.com/{your-company}/customers/{id}/show.

The sticky header

The header pins to the top of the browser window as you scroll. It's always visible so you never lose track of whose record you're looking at.

Customer identity block (top row)

• ID badge — the customer's internal SecurityTrax ID.
• Customer name — first and last name, bold. For customers (not leads), colored status boxes sit alongside the name — one per category of status (monitoring, funding, billing, etc.). Their colors and content depend on the customer's current state.
• Quick-actions menu button (the bars icon, top-right) — opens a flyout with every main action available to you on this customer. See Quick actions.

Metadata row (below the name)

A single line with small icons, each labeling one piece of context:

• Created date. Hover the date to see the full created timestamp and who created the record.
• Sale badge — customers only. Shows the sale date and sales rep when you have Customer Page - Sale Information access.
• Install badge — customers only. Shows the install date and install technician when you have Customer Page - Installation & Equipment Information access.
• Location — customers only (not leads). The location this customer belongs to.
• City, State — the customer's service address city/state.
• Parent / Children indicator — only if parent/child relationships are enabled on your company. Shows one of:
  • "Sub-customer of {name}" with a purple users icon → this customer bills through a parent customer; click the parent name to jump to the parent record.
  • "{N} children" dropdown → this customer is a parent; click to pick a child to jump to.
  • (Nothing shown if the customer is neither a parent nor a child.)

The tab bar (below the header)

A row of icon tabs. Each tab shows a count badge if there's anything to see there, and stays highlighted when you're viewing that tab. Click to navigate. Tabs appear left to right in this order (and each is only visible if you have the corresponding permission):

Each tab (except Home, Tags, and History) shows a small count next to its name — e.g. "Notes & Tickets (5)" means there are 5 open notes or tickets. A red dot appears on a tab when there's an active warning for that area.

Note. If you can't see a tab you expected, it's a permissions thing — your account doesn't have the associated View permission. Ask your administrator.

Quick actions

Click the bars icon in the top-right of the header to open the Quick Actions flyout. It has two sections:

Navigation icons (top) — a shortcut grid mirroring the tab bar, starting with Home:

• Home icon — back to this page (a no-op if you're already here).
• Then one icon per tab you have permission for (Notes & Tickets, Appointments, Work Orders, Equipment, Accounting, Files, E-Docs, Messages, Credit, Contacts, History).

"New" action buttons (below, stacked) — one-click buttons to start common tasks. Which buttons appear depends on your create permissions:

• + New Note — create a customer note (not a ticket).
• + New Ticket — create a ticket (a note with assignee and due date).
• + New Appointment — schedule an appointment.
• + New Work Order — start a work order.
• + New Equipment — record installed equipment.
• + New Invoice — create a one-time invoice.
• + New Recurring Invoice — create a recurring invoice template.
• + New Billing Method — add a credit card or ACH account for recurring billing.
• + New Payment — record a payment received.
• + New Message — send an email or message.
• + Run Credit — run a credit check or enter a manual score. Requires the Credit Checks add-on.
• + New Contact — add an emergency contact.

The menu also ends with Duplicate Customer — create a new customer that starts as a copy of this one. See Duplicate a customer.

Any action you don't have permission for simply won't appear. If the customer is archived, create actions are hidden — only the Unarchive Customer option remains (if you have the permission).

Below the sticky header

Three things sit just below the header on every customer page, in a responsive three-column row:

• Tag widget (left) — a small chip list showing every tag currently applied to this customer. A pencil icon opens the Tags modal to edit.
• Warnings / messages (center) — a callout for context-specific warnings. Messages are page-specific: on Notes & Tickets you see note-related warnings, on Accounting you see payment/invoice warnings, etc. When there's nothing to warn you about, nothing shows.
• Government regulations (right) — only if enabled by your admin. Shows which jurisdiction-specific regulations apply to this customer (alarm permits, inspection cycles, registration fees).

The customer form

The main content below the sticky-header row is the customer form — personal info, sale details, installation, monitoring, lead tracking, and custom fields, all on one page. It's the same form whether you're viewing an existing customer, editing an existing one, creating a new one, or converting a lead.

The page is organized into cards. Which cards you see depends on whether the record is a customer or a lead, and which section-level permissions your account has.

Personal information

This card is always visible. It contains two columns of fields.

Left column — identity and address

Right column — contact and financial

Note. If you lack the Modify Customer Contact Info permission, the fields in this card are visible but disabled — you can see the data without being able to change it.

Sale information

This card appears only for customers (not leads) and only if you have Customer Page - Sale Information with View. If you lack Modify, the fields are disabled.

Left column

Right column

Choosing a monthly rate (MMR)

How the MMR field works depends on your company's configuration.

Simple mode (no breakout): A single dropdown lists every available rate. An A la carte checkbox next to it marks the rate as customized.

Breakout mode: Instead of a dropdown, you see the currently selected rate (or -- if none is chosen) with a Choose Rate or Change Rate button. Clicking it opens a full-screen picker modal:

1. Click Choose Rate (or Change Rate if one is already selected).
2. Use the filters at the top of the modal to narrow by total amount, monitoring line, financing, warranty, or other configured line items. Filters vary by company.
3. Browse the matching rates. Each card shows the total amount, an optional name, and a breakdown table of line items.
4. Click Use This Rate on the rate you want. It closes the modal and applies the selection.
5. To remove the current selection, click Clear at the bottom of the modal.

Heads up. If a rate card shows a warning banner, the rate's line-item breakdown doesn't match your company's current MMR item configuration. You can still select it if it's already assigned to this customer, but you cannot assign a mismatched rate to a different customer.

Custom fields

If your company has User Defined Fields (UDFs) configured, a Custom Fields card appears between the sale and installation cards. The fields shown here are entirely determined by your company's UDF configuration — field names, types, and validation rules vary.

Installation and equipment information

This card appears only for customers (not leads) and only if you have Customer Page - Installation & Equipment Information with View. If you lack Modify, the fields are disabled.

Below the main fields is a Services section with checkboxes:

Lead information

This card appears only for leads (not customers). It contains lead-specific tracking fields and the lead-to-customer conversion action.

Below the fields is a Lead Contacts sub-component showing contacts associated with this lead.

Saving changes

The form has Save and Save & Stay buttons at both the top and bottom:

• Save — saves your changes and navigates back to the customer list.
• Save & Stay — saves your changes and keeps you on the Home page.

Heads up. If another user edits the same customer while you have the page open, you'll see an error when you try to save. Refresh the page to load the latest data and re-apply your changes.

Linking a sub-customer to a parent customer

Requires. Parent/child billing enabled on your company. If it isn't, the Parent Customer picker described below doesn't appear on any customer record — ask your administrator.

Some customers pay for multiple related accounts — a property management firm holding the billing for several rental addresses, a franchise owner paying on behalf of each store, and so on. SecurityTrax lets you link those related records so one parent customer consolidates the billing while each sub-customer keeps its own record for service history, monitoring, equipment, statements, and reporting.

Linking is always initiated on the sub-customer

This is the part new users most often get wrong. You don't link from the parent's record. The parent record has nothing to fill in — it just becomes a parent automatically when a sub-customer points at it. The action happens on the child side:

1. Open the sub-customer's record from the Customer List — the one whose billing should roll up to someone else.
2. Find the Parent Customer picker (in the Sale Information section, visible only when parent/child billing is enabled on your company).
3. Type part of the parent's name, business name, account number, or customer ID. Matching candidates appear as you type — the list excludes customers that are already sub-customers themselves (only top-level accounts can be parents).
4. Click a candidate to select it.
5. Click Save.

The link is active immediately. Both records now show the purple users icon in their sticky header — the sub-customer shows "Sub-customer of {name}"; the parent shows "{N} sub-customers" as a dropdown.

Why it only works in this direction

The picker is hidden on a customer that already has children. That's by design — SecurityTrax enforces a flat two-level hierarchy (parent → sub, no grandparents, no grandchildren). If the picker's missing on the customer you expected to see it on, that customer is already acting as a parent.

Unlinking a sub-customer

Same form. Open the sub-customer, clear the Parent Customer selection, and save. The relationship is removed immediately. Historical invoices that had already rolled up to the parent stay as they were — unlinking doesn't retroactively reverse completed bills.

What to expect after linking

• The sub-customer's Accounting pages show a purple banner: "This is a sub-customer of {Parent Name} — payments are received on the Parent Customer." with a link to the parent's accounting.
• New recurring invoices on the sub-customer are flagged to bill through the parent automatically. Existing recurring invoices keep their current billing setup unless you explicitly change them.
• Creating a payment on the sub-customer redirects you to the parent's payment-create flow, because that's where AR lives.
• The parent's Accounting → Transactions view shows combined activity across the parent plus every sub-customer that bills through them.

See Accounting — Transactions for how the consolidated view renders.

Deleting a customer

The Delete button and confirmation modal only appear when your permissions allow deleting that customer or lead.

1. Click the red Delete button (at the top or bottom of the form).
2. A confirmation modal appears: "Are you sure? This is not reversible."
3. Click Delete to confirm, or Cancel to go back.

Warning. Deleting a customer cannot be undone. All associated data (notes, equipment, invoices, etc.) is also removed.

Creating a new customer

Click + New Customer from the Customer List toolbar. What happens next depends on whether your company has configured any customer-creation workflows.

Plain form mode (the default)

If there are no workflow configs — or you clicked the main New Customer button without choosing a workflow — SecurityTrax opens the full form in single-page mode with empty fields. Fill in what you know (at minimum the required Personal Information fields), then click Save at the bottom.

After the first save, the record exists with its own ID and you land on its Home page. Every additional edit from here on is just editing in place — no "commit" step at the end.

If workflow options are available, the + New Customer split button stays at the top of the create page until the customer is saved. Use it to switch to a different start path before you create the record.

Workflow-driven mode

If your company has configured workflow variants for customer creation, the New Customer button becomes a split button: the main button still opens the plain form, but the small ▼ next to it opens a "New from Workflow" menu listing each workflow.

Picking a workflow launches its guided wizard. SecurityTrax currently supports these customer-create workflow types:

• Standard — a multi-step wizard where each step focuses on one area (contact info, sale, installation, etc.). Steps validate independently so you can't move on until the required fields on the current step are filled.
• Single page — a variant of the plain form with selected custom fields pulled to the top and the rest of the form pre-organized.
• Simple Sales — a sales-focused wizard with a progress bar and step badges. It starts with Information, optionally runs Qualify if your account can run credit, then moves through Order, Equipment, Contacts, Payment Information, and Review. Steps stay visible in the progress bar; if a step is not available to you, SecurityTrax explains why and lets you Skip it.
• Smart Sales — the Simple Sales flow plus post-sale operations steps. After Review, it can include Work Order, Schedule, and Next Step so a salesperson can create the customer, add equipment and payment details, start the work order, and schedule the appointment in one guided flow.
• ADT — an ADT-focused guided flow, shown only when your company has an active ADT monitoring company. It starts with Information, Qualify, and Order, then moves through Payment Method, Work Order, Schedule, and Next Step. It does not include the Equipment, Contacts, or Review steps from Simple Sales.

ADT PreCheck during customer creation

If your company has an active ADT monitoring company, the customer create form shows an ADT PreCheck section above the regular customer fields. This appears in plain single-page create and in the guided customer-create workflows that start with the shared Information step, including Standard, Single Page, Simple Sales, Smart Sales, and ADT.

The Run ADT PreCheck checkbox is selected by default. Clear it if you need to create the customer without running PreCheck.

When PreCheck is selected, SecurityTrax asks for the ADT-required fields before it creates the customer:

• Monitored By
• Dealer Number, if applicable
• Birthdate
• SSN
• Email
• Business Name and Business Contact for commercial accounts
• Address Line 1, Zip, and County from the main form

After the Information step or plain form is saved, SecurityTrax creates the customer. If the selected ADT monitoring company has PreCheck Order Enabled, SecurityTrax starts the ADT PreCheck in the background and continues the workflow. In guided workflows with a Qualify step, the PreCheck result panel appears on that step once data is available. In plain single-page mode, you land on the new customer's Home page after save; open the customer record's ADT Pre-Check control from Personal Information to review or refresh results.

Sales workflow behavior

Simple Sales and Smart Sales create the customer during the Information step. After that first save, the customer has an ID and each later step works on the live customer record.

Until the Information step is saved, the + New Customer split button remains at the top of the wizard. Use it if you picked the wrong workflow and want to restart with another path. After the customer is created, that button is hidden so you do not accidentally abandon the live record.

ADT workflows follow the same Information, Qualify, Order, Work Order, Schedule, and Next Step behavior. Instead of Payment Information, the ADT flow labels that step Payment Method, and it skips Equipment, Contacts, and Review entirely.

Workflow wizards are defined in Admin → Catalogs and can vary per company. Your admin will tell you which workflow to pick for which scenario.

Running credit on the Qualify step

The Qualify step lets you pull a credit check while you're creating the customer. Running credit never moves you to the next step on its own — you always see the result first and decide what to do with it.

Requires. The Credit Checks add-on enabled for your company, and Credit Reports with Create on the customer's location. Without these, the step shows a message and the only action is Skip.

1. Choose the Credit Bureau to pull from. Depending on the bureau, a few extra fields may appear (for example a subject PIN, or a Brinks/Monitronics continue-on-match option).
2. Optionally tick Add Previous Address and fill in the prior address to include it in the pull.
3. Click Run Credit. SecurityTrax submits the request and waits for the bureau to respond.

When the result comes back, a result card appears on the step showing the bureau name, the score and its grade, the transaction ID, and when it was run. At this point the credit check exists on the customer's record, but it is not yet the customer's active credit check.

You now have two ways forward:

• Apply to customer — makes this result the customer's active credit check (it sets the customer's beacon score and credit tracking number). You'll confirm in a short dialog. Once applied, the card shows a green Applied to customer badge and the primary button changes to Continue.
• Skip — moves on without applying. The check still exists on the Credit tab and can be applied there later, but it does not become the customer's active credit check.

You can also click Run Credit Again to pull a fresh check — for example after switching bureaus or correcting an address. Only the result you Apply becomes the customer's active credit check.

Heads up. Moving on without applying is the same as skipping the step — no score is recorded on the customer. If you want the result to count, click Apply to customer before continuing.

Note. A credit check is a hard inquiry on the customer's credit and can lower their score, so avoid running one more than you need to. See Credit Checks for more on inquiries and re-running.

Applying order templates and extra equipment

Order templates can be applied during the workflow Order step or from an existing customer's Sale Information card by clicking Apply Order Template.

After you choose an order template, SecurityTrax shows the template's available monthly monitoring rates and equipment packages. You can also use Additional Equipment to add individual equipment items before applying the template. This is useful when the selected package covers the standard kit but the sale needs one or two extra items.

Converting a lead to a customer

If the record is a lead, the Lead Information card includes a Convert to Customer split button — similar in shape to the New Customer split button.

Simple convert (no workflow)

If your company has no lead-conversion workflows configured, click the main Convert to Customer button:

1. In the modal, select the Office Location and Sold By (sales rep) for the new customer record.
2. Click Convert.

The lead record becomes a full customer record. The personal information carries over; sale, installation, and other customer-only cards become available.

Workflow-driven convert

If your company has one or more active lead-conversion workflows, the small ▼ next to Convert to Customer opens a menu listing them. Pick a workflow to launch its guided conversion wizard — for example, a specific intake flow that captures additional fields required before a lead becomes a customer.

Both the simple and workflow-driven paths end the same way: the lead becomes a customer, and you land on the Home page of the new customer.

Leads vs. customers on the Home page

The Home page is used for both leads (prospects not yet converted) and customers (active accounts). The differences:

• Leads don't show location name in the metadata row.
• Leads don't show status boxes next to the name.
• Leads don't show the Connections tab (monitoring and ISP setups belong to real customers, not prospects).
• Leads have a Convert to Customer button (or a split-button with workflow options) that's hidden for real customers. See Converting a lead to a customer above for how conversion works.

Archiving a customer

Requires. Archive Customer on the customer's location to archive. Unarchive Customer on the customer's location to unarchive.

Archiving puts a customer into a read-only state. The record stays in SecurityTrax for reference but can no longer be edited, and active recurring items are cleaned up automatically. Archiving is available for customers only — not leads.

How to archive

1. Open the customer record.
2. Open the customer actions dropdown (the ⋮ menu in the top-right of the header).
3. Click Archive Customer.
4. A confirmation modal appears listing everything that will be affected:
   • Active recurring invoices — cancelled.
   • Future appointments (tech schedules and sale schedules) — cancelled.
   • Future scheduled payments — cancelled.
   • If the customer has unarchived sub-customers, they are listed with their own affected items and will be archived automatically along with the parent (cascading archive).
   • If nothing will be affected, the modal says so.
5. Check the confirmation checkbox and click Archive Customer.

Once archived, all save attempts on the customer are blocked. SecurityTrax shows a modal explaining the customer is archived and — if you have the Unarchive Customer permission — offers an Unarchive Customer button directly from that modal.

How to unarchive

1. Open the archived customer record.
2. Open the customer actions dropdown (the ⋮ menu) and click Unarchive Customer.
3. A confirmation modal appears. It notes that items cancelled during archiving (recurring invoices, appointments, payments) are not automatically restored — you must recreate them manually if needed.
4. If the customer has archived sub-customers, the modal lists them and offers two choices:
   • Unarchive Customer — unarchives the parent only; children remain archived.
   • Unarchive Customer and Children — unarchives both the parent and all archived children.
5. Check the confirmation checkbox and click the appropriate button.

Heads up. If the customer is a sub-customer and its parent is still archived, unarchiving is blocked. You must unarchive the parent first.

Finding archived customers

Archived customers appear in the Customer List by default (the Archive Status filter defaults to All). To see only archived customers, open the filter flyout and change it to Archived Only. To hide archived customers, switch to Active Only.

Tips

• Start typing in Address Line 1 to see smart address suggestions — selecting one auto-fills City, State, and Zip.
• If a field appears as masked text (e.g. ***) instead of an editable input, you don't have the confidential-field permission for that field. Contact your administrator to request access.
• The Contract Term dropdown shows a badge with the number of months remaining, so you can see at a glance how far into the term the customer is.
• If Monitored By is grayed out, the customer is linked to a central station and the monitoring company cannot be changed until the link is removed.

Related

• Customer List — where you came from.
• Tags — applying and removing tags on a customer.
• History — every change ever made to this record.