J

Mon, Jan 6, 2020 2:46 AM

Activating new system

Activating new system.  When trying to access app it asks for PIN number.  When I enter the pin it says there is a problem connecting to base station and to check serial number or reset station.   When I look at the serial number and try to add a number to it I cannot edit the box with the serial number in it. Tried resetting base station with no luck.   Waited on hold for 20 minutes with support only to be hung up on before I could talk to someone about the problem.

2 Messages

3 y ago

Finally got someone on the phone and they could fix it.  Why I was not able to edit the serial number i do not know.  Maybe something that needs an update?

2 Messages

3 y ago

I got the Starter Kit for a Christmas present. It was ordered from SimpliSafe by my daughter.

When I go to activate it, it says the Base Station is already active and I can't proceed.

Is it linked to my daughter's email address (account)? If so, how do I get it switched to its available to me?
Hi jbouknight_01,

My name is Abi and I am a Tech Support Agent here at SimpliSafe.

To hep you with your issue, if your daughter ordered the system on the website or with a Sales Representative under her email, then yes it would still be linked to her account.

All you would need to do to fix this issue would to call SimpliSafe Tech Support with your daughters email address, the one linked to the account, as well as the safe word to her account. (Without those two things we cannot access anything.)

Then from there we can move your account onto its own under your personal email.

I hope I was able to help you, and I thank you for being apart of SimpliSafe.

Advocate

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541 Messages

3 y ago

Glad to see someone from simplisafe on here helping out, thays a good start ss keep it up.
Glad to be of service

Advocate

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2.8K Messages

3 y ago

May I suggest, AbiGayle, you and any other reps sign your posts at the bottom, as was customary before? (this way, we sort of know you are who you say you are).

Advocate

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541 Messages

3 y ago

Hahahahaha, i like you colt lol

Advocate

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2.8K Messages

3 y ago

Lance, you know me, the suspicious one :)

4 Messages

3 y ago

SS has changed for the worse. I've been a loyal customer for 5 yrs and recommended the system to others because of the flexibility they offered regarding monitoring contracts. In fact, according to the company founders, their mission was to provide a flexible system for renters as they themselves were while studying at Yale.

Now, the customer has to jump through hoops to make any changes, specifically call and wait on the phone to talk to a knowledgeable agent to correct settings due to misleading advertising. Case in point, their literature says to go to simplisafe.com/activate in order to activate monitoring, and that the $24.99 service is due to your downloading the "mobile app". Well, that is not the case. If after you receive the system you login to your account via the pc browser, - e.g. just to change the names of the sensors - the system automatically activates monitoring! Since when a browser on a desktop is a "mobile app"? and where do they say the activation would be automatic?

After talking to an agent I found out that "interacting" with your account via the website triggers activation. That if you want to avoid that interaction you should use the keypad terminal. Imagine trying to change phone numbers and names and other settings via a keypad! Ridiculous. It's all about forcing people into a more expensive monitoring contract.

It's a shame that SS is walking away from what made them successful and resorting to deceptive marketing techniques to make a buck