FAQ's

Popular FAQ's (Frequently Asked Questions)

Q1. Why does my alarm keypad have a 'BATT' message showing along with a trouble icon?
A. Your alarm panel has a battery installed to ensure the alarm continues to operate during a power cut or if an intruder cuts the power to your house to deactivate your alarm.
This '12volt DC 7.5 amp hour' alarm battery should be replaced every 2-3 years to ensure it operates at its peak capacity.
Note that the battery is installed in the alarm panel box and not in the keypad itself.
Please contact your local Alarm Technician and they can replace the battery for you.
A list of Alarm Technicians can be found here: https://maphub.net/ArrowheadAlarmProducts/AAPInstallerMap


Q2. My alarm goes off randomly even when it's disarmed. The error says TAMPER, SYSTEM TAMPER or TMPA
A. This is a tamper alarm and is usually caused by the outdoor siren not being sercured to the wall properly. Please check this first or call your local installer to have them check everything over.


Q3. I have forgotten my Alarm code, how do I reset it?
A. If you have forgotten your code you will need to have an alarm installer come out and reset the code for you for security reasons.
Please contact your local Alarm Technician and they can reset the code for you.
A list of Alarm Technicians can be found here: https://maphub.net/ArrowheadAlarmProducts/AAPInstallerMap


Q4. I know my alarm code but how do I change it or add more user codes?
A. Our Customer Operating Guide PDF will have the information you require for this.


Q5. My EliteControl app no longer works.
A. EliteControl was discontinued on the 29th of February 2024, for more information on this please visit https://www.elitecloud.co.nz/upgrade


Q6. Cannot ARM / disarm from my EliteCloud app
A. Check that the user code has been correctly entered. If stay mode arm works, then the code has simply been incorrectly entered & can be changed by pressing Security > Edit > Tap on Area > Update saved alarm code.


Q7. My EliteCloud app is showing "Restricted Mode"
A. Make sure that you have an active subscription and that it is enabled under https://account.elitecloud.co.nz/site


Q8. I have forgotten the password for my TVT DVR/NVR recorder, how do I reset this?
A. You will need to plug a monitor and mouse into your recorder to have this reset, it cant be done through the mobile app or web interface for security reasons.
Once the monitor is plugged in you will need to click the icon in the bottom left corner (4 square boxes in a circle) and click 'LOGIN'. A rectangle box will open in the middle of the screen, click 'RETRIEVE PASSWORD' and then 'DYNAMIC PASSWORD'.
Leave this box open and call our tech support team and they will be able to advise you of your reset code. Note that this Dynamic Password box must be left open the whole time.


Q9. Cloud/NAT is not connecting on my TVT NVR, it says 'NAT Status: Failure'
A. Your router/firewall may be blocking the ports used by the NVR, you will need to make sure ports 20002 and 7968 are not blocked by the firewall or forwarded correctly.


Q10. What phone app do I need for my TVT CCTV camera system?
A. iPhone:  SuperCam Plus
    Android: SuperCam Plus