FAQs & Support

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Sales: 1-844-581-4241  |  Technical: 1-844-581-4242

Email ussupport@dragonfly.zohosupport.com

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What is your return/refund policy?

The return policy is 30 days from purchase date for a full refund. Any purchased monitoring fees cannot be pro-rated and will not be refunded.

How do I submit a return (RMA)?

Please note: to receive a refund you must submit an RMA request within 30 days of your purchase. 

Does any of the hardware come with a warranty or is there a warranty plan?     

All hardware is warrantied for 1 year from the date of purchase. Serial numbers are tracked at the time of shipment to verify warranty. The DragonFly Security System app is not covered under this warranty. For more information please see our Terms and Conditions.



What are the components that make up a DragonFly Security System™?

The DragonFly Security System™ starts with a Hub. The Hub connects to MotionViewer Cameras on the system which are activated by motion when the Hub is armed.  A full system will include a Hub and at least one MotionViewer Camera (indoor or outdoor).

Do I need to install any software on a computer to use the DragonFly Security System™?

There is no software required to be installed on any computer to perform the installation or use the DragonFly Security System™. Use of the DragonFly Security System™ is done through the mobile app or a web browser interface.

Do I have to have an internet connection for DragonFly Security System™ to work?

Yes, an internet connection is required for the initialization of the Hub.

Does the DragonFly Security System™ require a phone line?

The DragonFly Security System™ does not require and cannot use a phone line for communication.

Does the DragonFly Security System™ use its own cellular access or the customers existing cellular service?

The DragonFly Security System™ uses its own cellular access, utilizing primarily the HSPA (High Speed Packet Access) AT&T networks. A customer with an existing cellular account will not be able to use their existing service. Billing for the cellular service is performed monthly as an increase of $5 to the monitoring plan cost.

Do I need to have a computer or wireless internet connection to use DragonFly Security System™?

It is not required to have a computer or wireless internet connection to use the DragonFly Security System™. The DragonFly Security System™ will require a smart device (smart phone or tablet) with internet access.

Which Internet connection option is right for me?

All Hubs come with integrated Ethernet, which is sufficient for many users, but requires that the Hub be placed near an Ethernet jack. Adding cellular communications (3G) ensures that the Hub will continue to operate during Internet outages, and additionally for up to 12 hours during a power failure.

How do I set up my Hub?

Current versions of the DragonFly Security System™ Hub can only be initialized over Ethernet or Cellular communication. All DragonFly Security System™ Hubs come with an Ethernet connection. Using a smart device connected to the internet you will download the DragonFly Security System™ app depending on the device you have either from the Google Play Store or Apple Store. An initial registration will be required and then the app will walk you through setting up your system.

*When entering the HUB ID, there will never be the letter O, only the number 0 (zero). 

Does the base station need to be placed in any specific location?

The Hub location will depend on the type of communication you are using. When using Ethernet, the Hub location is best located near the router/modem the Hub will be connected to. When using cellular, it is best to locate the Hub where you get the best cellular service. In all cases, if possible, it is always best to centrally locate your Hub between all devices for the best quality of communication. 

Is the setup wizard compatible with MAC/Apple computers?

Yes, the browser version (https://app.dragonflysecurity.com) of the app is compatible with MAC/Apple computers.

Are there cameras available for the system?

All cameras are directly integrated with our motion sensors.  When the sensors become armed and motion is detected, a short video clip will be recorded and sent to the app for verification.  From the app, you have the ability to request additional video clips or still pictures from any device at any time. The DragonFly Security System™ does not offer any DVR type cameras for video recording.

What kind of batteries does the system use?

The Hub uses a rechargeable lithium battery. MotionViewer Cameras require the use of SAFT brand batteries, model LS14500.

Where can I purchase replacement batteries?

You can find replacement batteries for the Outdoor MotionViewer Camera and Indoor MotionViewer Camera under Accessories.

At what temperatures do the Outdoor MotionViewer Cameras work?

Outdoor MotionViewer Cameras can operate at temperatures between -20º F to 140º F. The system may not operate if the temperatures exceed these limitations.

How does the motion detector in the MotionViewer Camera work?

The detector is a passive infrared sensor that detects the heat of a human moving against a stable background. Variables that impact detection include the heat, size and distance of the source of heat (adult, child, pet, etc.).

What is the detection range of the sensors?

Indoor MotionViewer Camera: Detection up to 40 feet away when mounted between 6.5-7 feet from the floor. Detection angle is 90°. Camera Views 110°. Night Illumination, up to 23 feet. 

Outdoor MotionViewer Camera: Detection up to 37 feet away when mounted at 8.5 feet with a 10° angle. Detection angle is 10°. Camera Views 85°. Night Illumination, up to 30 feet.

Since it is wireless, what communication type is used between the devices and Hub?

The devices and Hub use a patented, encrypted wireless protocol operating on the 915 MHz radio frequency spectrum.

Is the DragonFly Security System™ vulnerable to hacking and jamming?

The DragonFly Security System™ devices use a robust Bi-direction encrypted protocol to communicate with the control panel. The 128-bit AES encrypted key revolves every second and the protocol will jump between all 25 channels on the 915 MHz spectrum to ensure reliable communication. There is additional encryption and security between the panel and app.

Can I use any type of AA battery to power my DragonFly Security System™ MotionViewer Cameras?

No, DragonFly Security System™ devices require the use of LS14500 SAFT brand AA 3.6 volt lithium batteries. Any other battery type used may result in inconsistent functionality or a damaged device which is not covered under warranty. 

Indoor MotionViewer Camera: Requires 2x LS14500 batteries 

Outdoor MotionViewer Camera: Requires 4x LS14500 batteries 

*Replacement batteries can be purchased under the accessories section of your purchasing website.

What is the battery life for each device?

DragonFly Security System™ devices will function up to two (2) years on a single set of batteries before replacement is required. However, a device's battery life will ultimately be determined by the number of video alerts it has captured. The more frequent the alerts, the sooner batteries will require replacement. 

Indoor MotionViewer Camera: Up to 2 years with 20 video alerts and 30 "Get Picture" requests per month on a single device. 

Outdoor MotionViewer Camera: Up to 2 years with 40 video alerts and 30 "Get Picture" requests per month on a single device. 

*Only SAFT brand model LS14500 Lithium batteries can be used in the devices.

What is the battery life for the DragonFly Security System™ in case the power is cut off?

The MotionViewer Camera walk test included in the app and allows the user to optimize performance of the PIR (passive infrared) motion sensor in the MotionViewer Camera by increasing or decreasing the sensitivity of the PIR sensor and to verify detection in the covered area.

Will I get low battery notifications?

Yes, low battery notifications will come into the app and will define the specific device on the system that is reporting the low battery.

How far can the sensors be placed from the central unit?

The MotionViewer Cameras can be placed up to 1000' (feet) away from the Hub. The DragonFly Security System™ has a patented RF protocol that allows for a test to be run for each individual device at any time to ensure that the device is able to communicate properly to the Hub. You can perform a range test from the devices menu. 

Can I restore the factory settings of my system?

The "Delete Hub" option in the app’s Hub Settings will delete all MotionViewer Cameras and any information associated with the Hub and will restore the Hub to factory settings. The "Delete Hub" option will MAKE THE SYSTEM NON-FUNCTIONAL until the user uses the app to re-install the system and re-subscribe to a monitoring plan.

Which devices and how many are compatible with my Hub?

Your Hub is compatible with up to 25 Indoor or Outdoor MotionViewer Cameras in any combination.

What is a range test for MotionViewer Cameras?

The MotionViewer Camera range test on the smartphone app measures the strength of the radio signal between the Camera and the Hub and allows the user to optimize Camera placement for maximum radio range relative to walls, appliances and other obstacles between the Cameras and the Hub.

What is a walk test for MotionViewer Cameras?

The MotionViewer Camera walk test included in the app and allows the user to optimize performance of the PIR (passive infrared) motion sensor in the MotionViewer Camera by increasing or decreasing the sensitivity of the PIR sensor and to verify detection in the covered area.

Can I use existing hardwired or wireless alarm hardware on the DragonFly Security System™?

It is not possible to integrate other manufacturer’s wireless or hardwired devices onto the DragonFly Security System™.

Do I need to get an alarm permit for my city in order to have the police dispatched?

An alarm permit may be required in order for the central station to dispatch the police to your site. In order to find out if your city requires one, you will need to contact your local municipality. 

My repairman is scheduled to visit my home while I am at work will I have to turn off my DragonFly Security System™?

The choice is up to you and the choice can be based on the monitoring service you have.

Basic Monitoring: If you leave the system armed, be aware that you will receive the alert and video of the repairman in your home. You will need to select the Dismiss option for each alert and video or do nothing with them.

Premium Monitoring: You will want to disarm the system.  If the repairman was on site and you missed the option to dismiss the alarm, the signal would be sent to the monitoring station and police would be dispatched.

Do I need a smartphone and the app to use the system?

A smartphone and the app are required to setup the Hub and MotionViewer Cameras. The app is also required for notifications.

What if my I lose my smartphone or my smartphone battery dies?

The Hub and MotionViewer Cameras can be armed and disarmed by logging in and accessing your system directly through the internet.

Can I know who is arming and disarming the system?

The event log shows which user armed or disarmed the Hub.

Will pets trigger the MotionViewer Camera?

With default settings out of the box, both the Indoor and Outdoor MotionViewer Cameras will detect animals. The device tab in the app provides the ability to adjust the sensitivity of each individual MotionViewer Camera learned into the system. Lowering the sensitivity will decrease the ability of the MotionViewer Camera to detect an animal.  

Lowest Sensitivity = 1, Highest Sensitivity = 5

What does the message “Device Inactive” mean?

When a device has been triggered more than 2 times in 5 minutes, the device will shut down for 2 hours or until the Hub has been disarmed and rearmed. This feature reduces nuisance alarms and conserves battery power. Disarm your Hub by pressing the disarm button on the dashboard of the smartphone app. Arm your Hub by pressing the Arm button on the dashboard of the smartphone app.

What does the Always Armed setting allow me to do?

The "Always Armed" setting will keep a MotionViewer Camera armed regardless of the arming state of the indoor or outdoor zone. When this setting is enabled on a MotionViewer Camera, automatic dispatch is disabled for only that device (if Premium subscribed).


What is a follower?

A follower is someone who will be notified when an alarm occurs on the outdoor zone of your system. A follower can also dispatch the alarm to the monitoring center on your behalf. The superuser invites followers by sending an invitation by email from the smartphone app.

Can system followers see into my home?

Followers can only see alarms that occur on the outdoor zone of the system. Followers are unable to look in on any device in the system. The superuser can delete any follower at their convenience.

What happens when there is an alarm on the basic plan and premium plan?

Basic Plan:  All intrusions and videos will come into the app and give you three choices: Dispatch, Dismiss, or Disarm. If one of these is not chosen the system will automatically dismiss the alarm. 

Premium Plan: All intrusions and video will come into the app and give you three choices: Dispatch, Dismiss, or Disarm. If one of these is not chosen and the intrusion/video is from an outdoor MotionViewer Camera, it will be sent to the monitoring center for dispatch.

Is there a stay and away mode with the DragonFly Security System™?

While there is no stay and away buttons within the app, the Indoor and Outdoor MotionViewer Cameras are partitioned into two different arming profiles so that they can be armed and disarmed independently. This way, when you are home you can have only your Outdoor MotionViewer Cameras armed.  

How will I be notified of an alarm?

Alarm notification comes in the form of a push notification within the app, which means that if a MotionViewer Camera senses an event it will send an alert to the User’s smartphone and give them the opportunity to respond by dispatching or ignoring the alert. If you dispatch, the alarm goes to your professional monitoring station which then alerts the authorities. If you’ve purchased the Premium Monitoring Plan and there is an alarm from the Indoor MotionViewer Camera of your system, then that alert would be automatically dispatched to the monitoring center, and the monitoring center may also notify you with a telephone call.

Why am I not receiving push notifications from the app?

There are typically two reasons why you cannot receive notifications. Your phones settings for the app has notifications disabled or the settings within the Dragonfly app does not have push notifications enabled. 

iPhone: Settings -> Notifications -> choose the DragonFly app. Make sure that "Allow Notifications" is green. 

Android: Settings -> Applications -> Application Manager -> choose the DragonFly App. Select Notifications and make sure "Allow notifications" is toggled to ON.

How long do I have to disarm my system if an alarm is triggered?

You have a preset period of time which is determined by you and this option is configurable by a superuser in the Hub settings menu.

What does “auto-dispatch” mean?

Auto-Dispatch is a feature available for the indoor zone with the Premium Monitoring Plan. This feature allows for the alarm and video signal to go the monitoring center automatically, without having to push the dispatch button in the app. This feature is useful when away on vacation, or during other times when you may not have access to your smartphone to view the alarm.

What happens after an alarm is dispatched?

When an alarm is dispatched, a signal is sent to a professional monitoring center with the video that was displayed on your smartphone. The monitoring center will contact the police to request response to the verified alarm at the address supplied during Hub setup and in Hub settings.

How will the monitoring station know where to dispatch police?

The monitoring station will send the police to the address configured when you set up your Hub, which is located in the Hub settings. It is important to keep this address correct and up to date in order to avoid dispatch to the wrong address. The 'Delete Hub' Option will reset the Hub to the factory settings and make the system non-functional until the user uses the app to re-install the system and re-subscribe to a monitoring plan.

What happens if police are dispatched, but it was a false alarm?

monitoring station dispatch can be cancelled in the app for up to 5 minutes after the dispatch occurred. If the police are dispatched to the premises and arrive at a false alarm, you may be subject to a fine from the police department. This varies by town, city and state so check with your local police department for accurate information.

Are there any contracts or minimum commitments for the monitoring plans?

There is no contract associated with any monitoring plan. Currently there are two monitoring plans to choose from. The Basic plan costs $10/month and will require your interaction to send the video clips to the central station. The Premium plan costs $30/month. If any indoor devices are triggered and you are unavailable to respond or no action is chosen for the alert on the app, the videos will be sent automatically to the central monitoring station. Monitoring Plans have no prorated billing, and the price change in rate plan will be billed on the next monthly statement along with the total monthly rate plan for the current month.

Can I use DragonFly without activating a monitoring plan?

Until an active monitoring plan is associated with your account you will not be able to arm/disarm the system or receive intrusion events to the app. When you do not have an active monitoring plan you will only be able to use the look-in functions of the system.

How can I cancel or change my monitoring plan?

Monitoring plans can be modified from your account. Monitoring plans have no prorated billing, and the price change in rate plan will be billed on the next monthly statement along with the total monthly rate plan for the current month. Your monitoring contract is between you and your monitoring company (and not with RSI) and you should refer to it for the details of your monitoring services plan.

When and how often will I be billed for my monitoring plan?

With most plans, billing occurs once per month on the day that the subscription was activated. Please refer to your contract with your monitoring company for details of the services plan.

If I upgrade or cancel mid-month, will my fees be refunded or pro-rated?

With most plans, the service has no pro-rating for fees. Please refer to your contract with your monitoring company for details of the services plan.

What if my credit card expires?

Your monitoring contract is between you and your monitoring company. If you have a credit card expiration issue, the billing system will likely notify you of an impending card expiration and what will happen, and when, as your card expires. In most instances, if the card details were not updated and the credit card expires during an active subscription, the subscription service will terminate after the paid period has expired. If this happens, YOU WILL RECEIVE NO ALERTS AND THERE WILL BE NO DISPATCH SERVICES.

What if I have a billing dispute?

Your monitoring contract is between you and your monitoring station. Contact customer service at your monitoring station or submit a help ticket for billing disputes.

Are there additional costs for cell (3G) service?

Your monitoring contract, including cell costs, are between you and your monitoring station. Contact the customer service at your monitoring station for cost details.

I ordered my DragonFly Security System™ online and haven't received it. How do I track my order?

When your order was shipped an email was sent with your invoice which included your tracking number for the shipment.  If you do not have this email you will need to submit a support ticket to support@dragonfly.zohosupport.com requesting this information. All shipments are sent out via UPS. The tracking number can be entered on their site www.ups.com.

Can I cancel or make changes to my order?

Contact customer support at:

Can I get a discount on my homeowners or renters insurance if I have DragonFly?

It is possible that your insurance provider will offer a discount for a professionally monitored security system. The only way to determine if your insurance provider does offer a discount will be to inquire with them directly.

Are there window stickers and yard signs for deterrent avaliable?

Two (2) window stickers are included with each DragonFly Security System™ Hub kit. Yard signs can be purchased through the accessories section of your purchasing website.