Our technical support is based in Australia. There might be a slight delay in getting back to you if are not based in our timezone (AEST +10).

Our technical support is email based support only. (phone support is not available).
You can email us at
If you have a M1XEP Cloud Account ID then please include that in the email so we know which panel you are refering to when contacting us.


The first point of contact for connection issues should be your alarm installer. There could be a setting not set correctly in the system and your installer may need to make a small tweak to the system. Your alarm installer can then contact our support for futher troubleshooting as it may involve connecting to the system with the installers programing software which the installer would have access to.
If your panel shows 'connection pending' then this means your M1XEP hasn't yet connected to the cloud. There is also a good chance it also hasn't connected to the registration cloud as well. If it's been more then 15-20 minutes then double check you are not connected with ElkRP.

If you are not connected with ElkRP then double check the primary & secondary DNS server settings in the M1XEP. With invalid DNS server settings your M1XEP can't go online and connect to the registration cloud or the PlanetM1 Cloud. More information here:
If your panel keeps losing connection to the cloud then there can be a few things wrong.
1. Double check you are not connected with ElkRP. Everytime you connect with ElkRP it stops the M1XEP from communicating to the cloud.
2. Double check the primary & secondary DNS server settings in the M1XEP. With invalid DNS server settings your M1XEP can't go online and connect to the cloud. More information here:
The PlanetM1 Cloud service only works with the M1XEP, and can't be used with the C1M1.
Demo accounts are only avaliable to selected installers who meet our requirments.
Unfortunately there is no lifetime plans available.
At this time there is no referral program.
Yes. Since the app connects to our cloud, you can use the same username and password to on mutliple devices. Therefore you only need to purchase the plan once per M1.
You can have as many panels as you want to your account.
When your plan is almost due for renewal you will receive an email letting you know it's almost due for renewal. If you don't renew your service by the expiry date then you will be locked out from controlling your M1 through the cloud until the service is renewed.
A few days after the expiry your M1 will stop all communications to our cloud.
If you don't renew your service approx 1 week after the expiry then your M1 panel and history may be removed from our cloud.
Yes. If you renew before the expiry date then the new service expiry will add on to the current expiry.
For Example:
If you have 5 days left on your service, and you renew a 30 day service plan then you will have 35 days left on your service after you renew.
All push notifications should be instant. We don't delay anything on our cloud.
When the event happens on our cloud the push notification is sent to Google's or Apple's server to send the push notification to your device, if there is network issues on Google's or Apple's server then messages may be delayied. There will also be delay's if your device doesn't have internet access on it when the push notification is sent.
No. We are not a central monitoring station. We are only a cloud service provider allowing you to control your panel through the cloud.
We recommend you still have your panel monitored by a central monitoring station if you are wanting a patrol to action your alarm.
We charge a monthly fee due to cloud servers we have to maintain each month.