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Buyer's Guide

No Admin Login to Your Own Security System? Where to Start

You own the building, or you run it. The cameras, doors and alarm all belong to you. But when you try to get into the admin side, the login goes to someone who left years ago, or to an installer who stopped answering.

PAX Security7 min readNovember 2, 2026
Quick Answer

Each platform has an official reset that emails a link to the address on the account. If you still control that email, use the reset. If the email belongs to a former manager or an installer, the reset won't reach you, and trying again won't change that. Stop there. Gather proof that you own or manage the property, then call us. Don't guess passwords, don't look for workarounds, and don't reset any device to factory settings. If you're a PAX customer, we can change or add Brivo administrator emails. If you're not, call us and we'll talk through your options.

This is more common than it should be. It's also fixable, as long as it's done in the right order. Proof that the system is yours comes first. Resets come second. Guessing never comes into it.

Step 1: Gather proof that the system is yours

Before anyone changes who controls an account, they should know you're entitled to make the change. That protects you too. Find what you have:

  • A deed, lease or management agreement for the property.
  • Invoices or contracts that name the equipment or the installer.
  • Anything showing your name or company on the account, like a billing statement.

Expect to be asked for proof like this before anyone changes an account for you. A good installer won't skip this step. Share these documents only with a company you have chosen to work with, and not in an open email thread.

Step 2: Find out whose email is on the account

Every reset below sends a link to one email address. So the real question is: whose inbox is it?

If you can still open that inbox, you're in good shape. If it belongs to a former manager, a shared mailbox nobody checks or an installer who's gone, you can't use the reset yet. Skip to Step 4.

Step 3: Use the official reset for each platform

These are the vendors' own flows. Use only these.

Brivo Access

  1. Go to access.brivo.com and click Forgot Password.
  2. Enter the email address on the account and click Send. Brivo emails you a message with the subject "Reset your Password." Click Confirm in that email and set a new password.
  3. If your company uses single sign-on (SSO), the reset happens through your company's own sign-in, not through Brivo.

Brivo blocks a login after 10 unsuccessful attempts, so don't keep typing passwords. A password reset also unblocks the login. Our guide to getting back into Brivo Access walks through every error message.

Alarm.com

  1. Go to Alarm.com's Login Help page (https://www.alarm.com/getlogininfo.aspx).
  2. Enter your login name under "Forgot your password?" and submit. A reset link goes to the primary email for that login, and you'll be asked to answer your security question. The link expires after 24 hours.
  3. If you don't know the login name, enter your email address under "Forgot your username?" for a reminder.

If you still can't get in, Alarm.com says to contact your service provider. If you can't reach the provider, see Step 4.

Eagle Eye Networks (cloud video)

  1. Use the password reset option in Eagle Eye's own help article, "How to Reset your VMS Password" (see Sources).
  2. Eagle Eye sends a reset link to the email registered to your profile. It stays active for 24 hours. Check spam if it doesn't arrive.

ButterflyMX (intercom dashboard)

  1. Admin dashboard logins happen in a browser, not the app. Go to butterflymx.com and click Login.
  2. If you don't know your password, use the reset link under the login screen.
  3. If you were added as an administrator but never got the activation or password emails, ButterflyMX says to contact its support team, who can send a direct link.

ButterflyMX also says that adding or removing an administrator goes through your client success manager.

Step 4: If the email is gone, stop and ask the right people

When the reset email can't reach you, don't try to get around it. Ask the platform, or ask us.

  • Alarm.com: Alarm.com says that if you can't reach your provider, email info@alarm.com with the name on the account, the email or emails on the account, the phone number or numbers on the account, the zip code and a note about what's gone wrong.
  • Eagle Eye: Eagle Eye support (support@een.com) asks for a bridge serial number, your first and last name and the name of your reseller or installer if you know it. Don't open or move the bridge to find the serial number. If you don't have it, call us and we will help.
  • Brivo: Brivo's FAQ says end users should contact their building manager or security administrator, and that Brivo's own phone line is for administrators and resellers. So the first move is to find another administrator on the account.
  • ButterflyMX: Contact your client success manager or ButterflyMX support, as above.

Or call us. If you're a PAX customer, we can change or add Brivo administrator emails. If you're not, we'll talk through your options. For everything else, we'll tell you plainly what the vendor allows and what it doesn't.

What not to do

  • Don't guess passwords. Brivo blocks a login after 10 failed tries.
  • Don't look up or try default passwords for your equipment.
  • Don't reset a camera, recorder, bridge or panel to factory settings to "get in." Some devices erase their settings, and cameras and doors can drop off the system. Call us first.
  • Don't accept help from anyone who offers to "get you in" without first asking for proof the system is yours.
  • Don't cancel service or remove anything from the wall until you know who will look after it next.
  • Don't open, unplug or move panels, switches or recorders. Leave them alone.

If you'd rather not do it alone

If the email on the account is gone, or you can't tell who the administrator is, call PAX at (855) 440-5353 or email info@paxsecurity.com. You can also reach us through https://paxsecurity.com/contact-us. Our System Takeover page explains how we assess what's there and plan the transition to minimize disruption.

Sources

Common Mistakes to Avoid

Using a reset link from an old email. Request a fresh one.

Resetting the wrong account because two similar email addresses exist.

Missing the reset email because it's in spam or blocked by a company filter.

Trying to reset an SSO login through Brivo.

Assuming your door fobs stop working if the admin login is lost. Users and administrators are separate in Brivo.

Frequently Asked Questions

Can I get back in without the email on the account?

Not through the vendors' self-service resets. They all send the link to that email. That's why proof of ownership comes first, and why you should call us before trying anything else.

Does PAX change the admin email on any account?

If you're a PAX customer, we can change or add Brivo administrator emails. If you're not, or it's another platform, call us and we'll talk through your options.

What if my installer is gone?

You're not the first. See our guide to the first two weeks after an installer goes out of business.

Should I write down all the logins once I'm back in?

Write down who the administrators are and which email each uses. Don't write down passwords. Use a password manager, and keep at least two administrators on each platform.

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