Virtual Security Guard FAQs

Virtual Security Guard¹ is a monthly subscription service from Rapid Response that provides live monitoring of camera motion events for the compatible, enrolled cameras at your home or business. Trained guards will monitor events when a person is detected and act accordingly on your behalf.

A subscription includes 175 events for $99/month (plus applicable tax) per location. Events don’t roll over to the next month, but instead reset each month to 175 at the start of each billing cycle.

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Frequently Asked Questions

General Information

What is Virtual Security Guard?
Virtual Security Guard is a monthly subscription service that allows you to have professional, highly-trained guards from Rapid Response monitor the enrolled cameras at your property. When the service is active and a person is detected on an enrolled camera, guards will immediately live monitor the situation using your camera’s Live View. Depending on the situation and your alert preferences, the guard may send you a text, initiate Two-Way Talk (if a person is observed), or request to dispatch emergency response.

Why should I use Virtual Security Guard?
Virtual Security Guard puts the monitoring of your property in the hands of highly-trained professionals, available 24/7 so your property is always protected when you arm your Ring system. Guards can provide proactive deterrence while you’re away or sleeping, send notifications about activity they observe, and quickly request dispatch of emergency services without an alarm sensor being triggered so you can focus on what’s important.

How can I tell which camera motion events were monitored by a guard?
You can identify guard-reviewed events in your Event History timeline in the Ring app. Whenever a guard monitors an event on your camera, a badge is added to your Event History Timeline, letting you know which videos were reviewed. Learn more about Events here.

What are the differences between Virtual Security Guard, Ring Protect Pro, and Alarm Professional Monitoring?
Ring Protect Pro and Ring Protect Plus (1st Gen) are subscription services that include Professional Monitoring of your Alarm and allow you to request dispatch of real-time emergency responders upon break-ins or security threats that may be detected by your Ring Alarm. Ring Protect Plus (1st Gen) is no longer offered and has been replaced with Ring Protect Pro as of September 28, 2021. More information can be found here.

Alarm Professional monitoring provides you 24/7 on-demand police, fire, or medical support when break-ins or any other security threat is detected by your Ring Alarm sensors at your business.

Virtual Security Guard is a subscription service that can be added to your Ring Protect Pro Plan and provides live monitoring of camera motion events for the compatible, enrolled cameras at your business.

While Alarm Professional Monitoring provides monitoring for your Ring Alarm sensors, Virtual Security Guard allows Rapid Response guard to actually see what's happening on your cameras and take action if needed. When Virtual Security Guard is active and a person is detected, Rapid Response agents will monitor and take action on that event. If a Ring Alarm sensor is triggered while Virtual Security Guard is active, the Alarm monitoring agent will follow the response settings you've customized in your Professional Monitoring Settings. The monitoring agent will follow the response settings you've customized in your Monitoring Settings for Ring Alarm.

What do I need to use Virtual Security Guard?
To purchase a Virtual Security Guard subscription, you will need all of the following (all sold separately): a Ring Alarm, a compatible camera, a compatible Ring Protect subscription (Ring Protect Pro or Ring Protect Plus (1st Gen), and be enrolled in Professional Monitoring.

How can I purchase Virtual Security Guard?
You can add Virtual Security Guard to a compatible Ring Protect subscription by logging into the Protect Plan page of your Ring Account and clicking Purchase Virtual Security Guard.

How the Service Works

How do I know that Virtual Security Guard is working?
When you activate the service by arming your Ring Alarm in Home or Away modes, you will receive a text letting you know the service was turned on and you will see a notification on your Ring app dashboard. When Virtual Security Guard is active, you may receive text alerts or hear agents communicating through your camera’s speaker (if available) when people are detected on your enrolled cameras, depending on the situation. Cellular message and data rates may apply.

I've purchased a Virtual Security Guard subscription and completed setup. Why isn't the service working as expected?
If Virtual Security Guard isn't working, please check the following settings:

  • Motion Detection is turned on for your enrolled devices.
  • Live View is enabled in your enrolled cameras' Modes settings.
  • Volume is turned up on your enrolled cameras.
  • You and your emergency contacts are able to receive text alerts.

If you're still experiencing issues, please call 1-866-894-8282 to speak with an expert.

Do I need to adjust any camera settings for Virtual Security Guard to work?
Virtual Security Guard should work as expected if Motion Detection and Live View are enabled for your enrolled cameras. You should also keep your Motion Frequency settings set to Regularly or Frequently.

Why did Virtual Security Guard stop working on my indoor camera?
Guards are trained to unenroll devices that capture private areas such as bedrooms and bathrooms. You’ll receive a text message when this happens. You can re-enroll it once the camera has been moved to a different location.

Why did a guard talk to me at my property?
Motion events are assigned randomly to Rapid Response guards, so it is not guaranteed that the same guard reviews each event from your property. To help address unwanted activity, guards will follow the same procedures for handling each event type regardless of the person in view. To avoid this scenario, disarm Virtual Security by setting your system to Disarmed when you arrive home or are expecting guests.

How can I avoid Rapid Response guards talking to me at my property?
To avoid guards using Two-Way Talk to engage with you, disarm Virtual Security Guard by setting your system to Disarmed when approaching or arriving at your property. Shared Users can also be added to your account and have the ability to disarm your Ring Alarm. You can also adjust your Modes settings to designate which enrolled cameras are being monitored by Virtual Security Guard while your system is in Home and Away modes.

How do Rapid Response guards interact with a person on property?
Guards will follow clear guidelines for whether and how they interact with a person on your property. For example, guards are trained not to intervene if delivery or service personnel are detected.

Guards are trained to intervene if they observe a person who is not just a passerby by interacting via Two-Way Talk and/or activating the device siren (if available on the device they're monitoring) to help deter unwanted activity.

In cases where a guard believes a dangerous crime or life-threatening situation is taking place, they can request to dispatch police, medical, or fire services to your property. Guards will promptly notify you and/or your designated emergency contacts.

Do guards interact with delivery drivers and food deliveries?
Guards will monitor the delivery, but do not interact if it’s clear that the person seen in the video is dropping something off, such as a package, mail, or food.

How do I customize my text alert preferences?
You can adjust your alert preferences from your Ring app by going to Account > Control Center. From there, select Virtual Security Guard to customize your alert preferences. At this time, only the Ring account owner can change text alert settings for emergency contacts.

Texts will include a link to the guard-monitored event. An emergency contact can only view the video recording if they are a Shared User on the Ring account. Cellular message and data rates may apply.

Why did I receive a text alert?
You received a text for a non-emergency event due to your alert settings in the Control Center. You have the ability to customize which alerts your alerts based on event type. This includes Delivery, Service Worker, and Unknown Person events.

Note: If you no longer wish to receive texts for certain events, you can update your preferences in the Control Center. Cellular message and data rates may apply.

Why didn't I receive a text for a monitored event?
Certain non-emergency events do not trigger a text alert. For example, if a passerby is monitored walking past your property, you won't receive an alert. If you believe you should have received a text for an event, please check your alert preferences in the Control Center. Additionally, make sure you've opted for text alerts by replying START to your last text from Virtual Security Guard (+1-424-300-8338 ). Cellular message and data rates may apply.

I've stopped receiving text messages. How do I fix this?
You can reply START to your last text received for Virtual Security Guard (+1-424-300-8338) to opt in to text alerts. Note that certain non-emergency events will not trigger a text alert. Cellular message and data rates may apply.

Will guards take any action on my Ring Alarm sensors being triggered while Virtual Security Guard is active?
When Virtual Security Guard is active and a person is detected, guards will only monitor and take action on camera events triggered by motion. Guards will not take action if your Ring Alarm goes off. Instead, if a Ring Alarm sensor is triggered while Virtual Security Guard is active, an Alarm monitoring agent will follow the response settings you've customized in your Monitoring Settings.

How do I reduce the number of text alerts I'm receiving when the service is active?
You can manage your alert preferences in the Control Center and set up motion and privacy zones to exclude motion events from high traffic areas being monitored. You can also Snooze your events while your system is in Home or Away mode, which temporarily stops events from being sent to Guards for review, for a duration you choose. Cellular message and data rates may apply.

How can I submit questions about how an event was handled by a Rapid Response agent?
Visit this Rapid Response link and submit all event details and information in the form fields.

How do I get in touch if I have any other questions?
For additional questions about your devices or Virtual Security Guard subscription, please call Ring customer service at 1-866-894-8282.

Billing and Managing Subscription

How much does Virtual Security Guard cost?
You can add Virtual Security Guard to compatible device(s) and a compatible Ring Protect subscription for an additional $99/month (plus applicable tax) per location. Virtual Security Guard is only available as a monthly subscription and you can cancel any time. Rapid Response is the provider of the camera motion monitoring service, and Ring bills your Ring account for this service on Rapid Response's behalf.

How many monitored events are included in my subscription?
The Virtual Security Guard subscription includes 175 monitored events for $99/month (plus applicable tax) per location. If you need Extra Events, see below.

How do I cancel my Virtual Security Guard subscription?
To cancel your Virtual Security Guard subscription, please follow these steps:

  1. Log in to your account on Ring.com.
  2. Select Protect Plan on the top menu.
  3. Select Virtual Security Guard. On the bottom of the page, select Cancel Plan, and a reason for cancellation.
  4. Select when to cancel your plan (now or at the end of your billing cycle).
  5. Then, confirm cancellation.

Visit (How to Cancel your Virtual Security Guard Subscription) for more information.

Why was my Virtual Security Guard subscription cancelled?
Your subscription to Virtual Security Guard may have been cancelled if you ended your subscription to Ring Protect Pro or Protect Plus (1st Gen).

A Protect Pro subscription is required to use Virtual Security Guard. If you ended your subscription to Ring Protect Pro or Protect Plus (1st Gen), your Virtual Security Guard subscription will automatically be cancelled. Learn how to subscribe to Protect Pro.

What are Extra Events?
Extra Events provide live video monitoring beyond the 175 events included in your Virtual Security Guard subscription. After you've used the events included in your subscription within your billing period, Virtual Security Guard will either be suspended until your next billing period begins, or you can opt into Extra Events to continue using the service. Extra Events cost $.99 per event and you are automatically opted out upon purchasing a Virtual Security Guard subscription. You can change your Extra Events preference at any time. To update your preference, log in to your Ring account. Then select your Virtual Security Guard plan, select Manage Extra Events, and toggle your selection on or off.

How can I reduce the volume of events being monitored by Rapid Response guards on my enrolled devices?
You can reduce your number of Virtual Security Guard monitored events by setting up Motion Zones to control which areas are monitored by Guards, and Privacy Zones to control what areas Guards can’t monitor. You can also Snooze your events while your system is in Home or Away mode, which temporarily stops events from being sent to Guards for review, for a duration you choose.

Which devices should I enroll in Virtual Security Guard?
Make sure only the devices you need monitored by guards are enrolled in Virtual Security Guard. You can update your enrolled devices anytime in the Virtual Security Guard Control Center in the Ring app. We recommend you point your enrolled devices away from high-traffic walkways and only capture the areas you want monitored.

1Virtual Security Guard is an add-on service that requires the following (each sold separately): subscription fee per enrolled location plus a compatible Ring Protect plan, Ring Alarm system, enrollment in Ring Alarm Professional Monitoring2, and an eligible device. Rapid Response is the seller and provides the service and agents monitoring person detected motion events. Learn more.

A compatible Ring Protect subscription is required to enroll in the Ring Alarm professional monitoring service. Professional monitoring service is available only within the U.S. (all 50 states, but not U.S. territories) and in Canada (excluding Quebec). Ring does not own its own professional monitoring center. Smoke and carbon monoxide monitoring is not available for a business or commercially zoned address. See Ring alarm licenses at: https://www.ring.com/licenses. Additional permit or false alarm fees may apply depending on your local jurisdiction. Additional charges may apply in areas that require permits or guard response service for alarm verification.

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