Replacing your Vivint doorbell backplate is simple when you know the right steps. This guide walks you through identifying your model, contacting Vivint support, and ordering a replacement—ensuring a secure, professional installation.
Key Takeaways
- Identify your Vivint doorbell model: Knowing whether you have a Vivint Doorbell Camera Pro, Standard, or another version is essential for ordering the correct backplate.
- Contact Vivint customer support: The most reliable way to get an official replacement backplate is through Vivint’s support team via phone, chat, or email.
- Provide your account and device details: Have your account number, device serial number, and installation address ready to speed up the process.
- Check warranty and service plans: Your backplate replacement may be covered under warranty or a Smart Home Service Plan, reducing or eliminating costs.
- Consider professional installation: While DIY is possible, Vivint technicians can ensure proper mounting and alignment for optimal performance.
- Avoid third-party sellers when possible: Generic or unofficial backplates may not fit securely or support all features of your Vivint doorbell.
- Keep your old backplate for reference: If returning or troubleshooting, the original part may be needed for comparison or recycling.
How to Order a New Vivint Doorbell Backplate: A Complete Guide
If you’ve noticed your Vivint doorbell is loose, cracked, or no longer sitting flush against your wall, it might be time to replace the backplate. The backplate—also known as the mounting plate—is a critical component that secures your doorbell camera to the wall and ensures proper alignment, weather resistance, and electrical connection. Over time, exposure to weather, accidental bumps, or installation issues can damage this part, leading to instability or reduced functionality.
Ordering a new Vivint doorbell backplate doesn’t have to be complicated. Whether you’re dealing with wear and tear, a botched DIY installation, or simply upgrading your setup, this step-by-step guide will walk you through the entire process—from identifying your doorbell model to receiving and installing your replacement. You’ll learn how to contact Vivint support, what information to provide, and how to ensure you get the right part the first time.
By the end of this guide, you’ll feel confident navigating Vivint’s support system, understand your warranty options, and know whether to tackle installation yourself or call in a professional. Let’s get started!
Step 1: Identify Your Vivint Doorbell Model
Visual guide about How to Order New Vivint Doorbell Backplate
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Before you can order a replacement backplate, you need to know exactly which Vivint doorbell you own. Vivint offers several doorbell camera models, and each has a unique backplate design. Ordering the wrong one could result in a poor fit, electrical issues, or complete incompatibility.
Common Vivint Doorbell Models
Vivint currently supports two primary doorbell camera models:
- Vivint Doorbell Camera Pro: This is the premium model featuring 1080p HD video, two-way audio, motion detection, night vision, and advanced AI-powered person detection. It has a sleek, modern design with a larger backplate to accommodate additional sensors and wiring.
- Vivint Doorbell Camera (Standard): The original model offers core smart doorbell features like live video, motion alerts, and two-way talk. It has a slightly smaller backplate compared to the Pro version.
There are also older or discontinued models, such as the Vivint Doorbell Camera (Gen 1), which may still be in use but are no longer actively supported.
How to Find Your Model
To confirm your doorbell model, try these methods:
- Check the device label: Remove the doorbell from the backplate (gently twist or unscrew, depending on the model). On the back of the device, you’ll find a label with the model number (e.g., “VDC-Pro” or “VDC-Standard”).
- Use the Vivint app: Open the Vivint Smart Home app, go to Devices, select your doorbell, and tap Device Info. The model name and serial number will be listed there.
- Review your installation paperwork: If you still have the original installation receipt or welcome kit, the model should be documented.
- Contact Vivint support: If you’re unsure, a support agent can look up your device using your account information.
Pro Tip: Take a photo of the back of your doorbell and the current backplate. This visual reference can help support agents confirm compatibility if there’s any confusion.
Step 2: Assess the Damage or Need for Replacement
Not every loose or misaligned doorbell requires a new backplate. Sometimes, the issue is with screws, wall anchors, or wiring—not the plate itself. Before ordering a replacement, take a moment to diagnose the problem.
Common Signs You Need a New Backplate
- The doorbell wobbles or hangs loosely even after tightening screws.
- The backplate is cracked, warped, or visibly damaged.
- The doorbell doesn’t sit flush against the wall, leaving gaps that could let in moisture.
- You’re upgrading to a new doorbell model and need a compatible mounting plate.
- The original backplate was removed improperly and is now bent or broken.
When You Might Not Need a New Backplate
- Loose screws: Try tightening the mounting screws. If they spin freely, the wall anchors may be worn out—replace them with heavier-duty anchors instead of the entire plate.
- Poor alignment: Sometimes, the issue is with the wall surface. Use shims or a leveling kit to adjust the angle without replacing the backplate.
- Wiring issues: If the doorbell isn’t receiving power, the problem could be with the transformer or wiring, not the backplate.
Example: Sarah noticed her Vivint doorbell was tilting to one side. Instead of ordering a new backplate, she discovered the top screw had come loose and the wall anchor had crumbled. After replacing the anchor and tightening the screw, the doorbell was secure again—no replacement needed.
Step 3: Contact Vivint Customer Support
The most reliable and recommended way to order a new Vivint doorbell backplate is through Vivint’s official customer support channels. This ensures you receive a genuine, compatible part and may qualify you for warranty coverage or discounted service.
How to Reach Vivint Support
Vivint offers multiple ways to get in touch:
- Phone: Call 1-800-345-6789 (available 24/7 for existing customers). This is the fastest way to speak with a representative.
- Live Chat: Visit vivint.com, log into your account, and click the chat icon in the bottom-right corner. Available during business hours.
- Email: Use the contact form in your Vivint app or on the website. Responses typically take 24–48 hours.
- In-App Support: Open the Vivint app, go to Menu > Support > Contact Us to start a chat or request a callback.
What Information to Have Ready
To speed up the process, prepare the following before contacting support:
- Account number: Found in your Vivint app under Account or on your monthly statement.
- Device serial number: Located on the back of the doorbell or in the app under Device Info.
- Model of your doorbell: As confirmed in Step 1.
- Installation address: The property where the doorbell is installed.
- Description of the issue: Be specific—e.g., “The backplate is cracked near the screw hole” or “I need a replacement after removing the doorbell for painting.”
Pro Tip: If you’re calling, mention that you’re an existing customer and need a replacement part. This often routes you to a specialized support team familiar with hardware issues.
Step 4: Request the Replacement Backplate
Once you’re connected with a Vivint support agent, clearly explain that you need a replacement backplate for your doorbell camera. Be polite but specific about your needs.
Sample Script for Your Call or Chat
> “Hi, I’m an existing Vivint customer and I need to order a replacement backplate for my doorbell camera. I have the Vivint Doorbell Camera Pro, model VDC-Pro, serial number [insert number]. The current backplate is cracked and the doorbell is loose. Can you help me get a replacement sent to my address at [insert address]?”
What to Expect During the Call
The agent will likely:
- Verify your account and device ownership.
- Confirm the model and compatibility of the backplate.
- Check if your device is under warranty or covered by a service plan.
- Provide options for shipping and installation.
- Give you a case number for tracking.
Warranty and Service Plan Coverage
Vivint offers different levels of protection:
- Standard Warranty: Most Vivint devices come with a 1-year limited warranty covering manufacturing defects. If your backplate failed due to a defect (not damage), it may be replaced free of charge.
- Smart Home Service Plan: For a monthly fee (typically $10–$15), this plan covers repairs, replacements, and 24/7 tech support. Backplate replacements are often included.
- Out-of-Warranty Replacements: If coverage doesn’t apply, you may be charged a fee (usually $25–$50) for the part and shipping.
Example: Mark’s doorbell backplate cracked after a storm. He called Vivint and learned his Smart Home Service Plan covered the replacement at no extra cost. The new backplate arrived in three days.
Step 5: Receive and Inspect Your Replacement Backplate
After placing your order, Vivint will ship the replacement backplate to your registered address. Shipping typically takes 3–7 business days, depending on your location and service level.
What’s Included
Your package should contain:
- The new backplate (specific to your doorbell model).
- Mounting screws (if not reused).
- Installation instructions (sometimes).
- A return label for the old part (if required).
Inspecting the Part
Before installation, check that:
- The backplate matches the shape and screw holes of your original.
- There are no visible defects, cracks, or manufacturing flaws.
- The model number (if printed) matches your doorbell.
If anything looks wrong, contact Vivint immediately. Do not install a damaged or incorrect part.
Step 6: Install the New Backplate
Now that you have your replacement, it’s time to install it. You can do this yourself or schedule a technician visit.
DIY Installation (For Confident Users)
If you’re comfortable with basic tools, follow these steps:
Tools You’ll Need
- Screwdriver (usually Phillips head).
- Drill (if replacing wall anchors).
- Level (to ensure proper alignment).
- Pencil (for marking screw holes).
Step-by-Step Installation
- Turn off power: For safety, turn off the power to your doorbell at the circuit breaker.
- Remove the old doorbell: Gently twist or unscrew the doorbell from the backplate. Disconnect any wires if necessary (note their positions).
- Remove the old backplate: Unscrew it from the wall. If it’s damaged, be careful not to enlarge the screw holes.
- Prepare the new backplate: Hold it against the wall and use a level to ensure it’s straight. Mark the screw holes with a pencil.
- Secure the new backplate: Drill new pilot holes if needed, insert wall anchors, and screw the plate into place. Do not overtighten.
- Reconnect the doorbell: Attach the doorbell to the new backplate, ensuring it clicks or locks securely. Reconnect any wires.
- Restore power and test: Turn the breaker back on and test the doorbell using the Vivint app.
Pro Tip: If your wall is uneven, use plastic shims behind the backplate to level it. This prevents strain on the doorbell and ensures a clean look.
Professional Installation
If you’re unsure about wiring, drilling, or alignment, or if your doorbell is part of a larger smart home system, consider scheduling a technician visit.
- Call Vivint support and request an installation appointment.
- Technicians can install the backplate, test the system, and ensure everything is working correctly.
- Service fees may apply unless covered by your plan.
Troubleshooting Common Issues
Even with a new backplate, you might run into problems. Here’s how to handle them:
Doorbell Still Wobbles After Installation
- Check that all screws are tight and the wall anchors are secure.
- Ensure the backplate is flush with the wall—use shims if needed.
- Verify the doorbell is fully seated on the plate.
Doorbell Won’t Power On
- Confirm the circuit breaker is on.
- Check wire connections—loose or reversed wires can prevent power.
- Test the transformer voltage (should be 16–24V AC).
App Shows “Device Offline”
- Restart the doorbell by removing and reattaching it.
- Check your Wi-Fi signal strength at the doorbell location.
- Re-sync the device in the Vivint app.
Backplate Doesn’t Fit
- Double-check the model number—Pro and Standard plates are not interchangeable.
- Contact Vivint support—you may have received the wrong part.
Conclusion
Ordering a new Vivint doorbell backplate is a straightforward process when you follow the right steps. Start by identifying your doorbell model, assess whether a replacement is truly needed, and contact Vivint support with your account and device details. Take advantage of warranty or service plan coverage to reduce costs, and choose between DIY or professional installation based on your comfort level.
Remember, using genuine Vivint parts ensures compatibility, safety, and long-term reliability. Avoid third-party alternatives that may compromise performance or void your warranty. With your new backplate securely in place, your doorbell will function like new—keeping your home safe and connected.
If you ever run into issues, don’t hesitate to reach out to Vivint’s support team. They’re there to help, and most problems can be resolved quickly with the right guidance. Now that you know how to order and install a replacement backplate, you’re equipped to maintain your smart doorbell for years to come.