A

Wed, Apr 8, 2020 3:30 PM

App Issue - "No cameras are associated with this account"

Got the system a few days ago, set up security/motion/panic button and 4 cameras.  Everything was working great for 48 hours, but now on the app under "cameras" it reads "no cameras are associated with this account."  However, my cameras are still recording motion events on my timeline which I can view from the app.  The alarm part is not affected.  On my computer, I am able to view all my cameras live.  I have a iPhone X with up to date software.

I have called support team twice - today their answer was - "we don't know what the problem is - give it a couple weeks or a couple months - other people probably have this problem too and I'm sure they are working on it."  Support was very nice, but what a CROCK OF SH*T answer.  

I tried all feasible solutions - updating software on phone, updating firmware on keypad, deleting the app and signing back on, resetting and reloading the cameras...ANY SUGGESTIONS???

Oh, and while I had the guy on the phone, I wanted to attempt to trigger my silent alarm to see if it works - NOTHING.  The test works, but not the real thing.  They support guy also said I am still on my test monitoring (won't call the police), but online, it says my monitoring is active.  VERY VERY concerning if this was a real emergency.

I'm 1 day away from returning all this fancy looking crap and getting some Nest cameras.

I guess you get what you pay for....

1.2K Messages

2 y ago

Not sure how to help you with the camera issues because that is a strange one.  I've spent years on this forum (I know, how sad lol) and have not seen anyone report an issue like this I don't think.  You've tried everything I normally would.  Are the cameras available from a computer web browser?  This will help narrow the issue down to an app error.

Try logging in here from a computer.
https://webapp.simplisafe.com/#/login

As far as the testing period goes, the way it works when you first activate service the first 3 days are considered like an offline trial.  The alerts don't go to the monitoring center unless you call and ask SS to waive this.  The reason for it is the first few days with a new system are when we make mistakes and set off false alarms. Also gives us time to setup and get comfortable with it.  After that 3 days the next time the alarm goes off the monitoring company will respond.  Which btw is not the same people you've been talking to.  Monitoring is a separate entity all together and do a very good job.

3 Messages

Do you work for simplisafe??

Yes, all the cameras are viewable live from the computer web browser (I stated this in the original post).  I've also deduced this is an app issue.  But if this is an app issue, shouldn't there be other people with this issue?

1.3K Messages

On April 8th, 2020 alexis.mincer says:
But if this is an app issue, shouldn't there be other people with this issue?


Perhaps, if they have same/similar setup as you. My GF has an iPhone but an older model (7, I think). The app is up to date but does not exhibit this issue. I have a Galaxy S9. It does not exhibit the issue albeit a different version of the app.

1 Message

I'm having the EXACT same issue you described above.  I have called so many times and spent endless hours with the techs.  No solution.  I DO believe it is the app, though they won't admit that.  Very frustrating.  Though, it is somewhat comforting to know that I am not the only one experiencing this.  At least I know it's not something I am doing wrong.

1 Message

on hold right now with same issue

1.2K Messages

2 y ago

I don't work for SS.  SS rarely responds so this is just users helping users here.  Sounds like it might be a bug that others haven't reported yet.  iPhone or Android?  I'm on Android and all is well.

3 Messages

iPhone

1 Message

2 y ago

My wife and I are having the same issue with our iPhones since SS updated the app about 2 weeks ago.  "No cameras associated with the account "  When you try to install a camera, it gets to a page where it tells you there are enough slots or whatever so you don't need to upgrade your account and that is where it ends. There is no OK button or anything. There is only a back arrow which just keeps repeating the same screen, or the "X".  If you click on the X it warns that you will lose the information. If you accept it you takes you back to "there are no cameras associated, etc."  I've now had about 7 or 8 calls with SS.  The app engineers don't seem to acknowledge that there is a problem with the app. I've now been told wait a week until the next update. The support supervisor I talked to yesterday was very helpful, but he can only do so much until the app is fixed. By the way, I receive the push notifications from the cameras, can see the recordings in timeline, and can see the cameras live on the website.