outservnet's profile

Thu, Feb 3, 2022 4:50 PM

App not showing system that's already set up

@davey_d

I am having the same problem--also on iOS 15.2.1.  The problem has nothing to do with trying to login to two accounts at once.  I can login to a second account from the app and can see the basic account information.  However, the app does not see the installed SimpliSafe system.  It opens to this screen:

Welcome to SimpliSafe 

Let's set up your security system now. 

<Set up System Button>

If you press the button it asks you to enter the site name and continue with the initial setup.

The system itself is still working fine.  I confirmed that test signals are being received and the history and configuration all look fine if I login to the account from a desktop browser.  However, the app on the phone doesn't think there is a system installed on this account.

This post was created from this reply on different post

Official Solution

Community Admin

 • 

2.9K Messages

6 m ago

@mantzmania and @outservnet ,

Great news. Reached out to our dev team about this issue and it's already been identified, and will be resolved in an upcoming update.

@Bohdi,

That might be a different issue entirely. It's possible that our Support team canceled your account, instead of downgrading to the Self-Monitoring 'Plan' (which is what they should have done, if you actually wanted to keep using your system, just without the dispatch service). Please give us a call again at 800-548-9508 and we'll make sure your account is sorted.

(edited)

Official Solution

Community Admin

 • 

2.9K Messages

6 m ago

@SS_User and @hutchenstc ,

It's already scheduled to go out, so it's just a matter of getting it through Apple's review. I can't give an exact date, but very soon!

Community Admin

 • 

2.9K Messages

6 m ago

Hi,

 

I'm not sure I understand, but it sounds like a totally different issue from the original post. So I created a separate thread for you.

 

From what you're saying, it sounds like you already have an account, and you're having no trouble with that one.

But you have a second account, under a different email/password, and when you log in through the webapp, you see that everything is working fine. But when you log in through the SimpliSafe app on your phone, it acts as if your system hasn't been set up yet?

3 Messages

6 m ago

Yes, that's a good summary.  I actually manage three systems and the app only "sees" the SimpliSafe system associated with the first account I logged into after installing the app.  However, I think it is the same issue as the original post.  They spent more time talking about notifications, but they also said this:

"I have uninstalled the app several times and proved that only the first location is accessible.  Once I try to login to the 2nd location, it tells me I need to Setup my SS system.  It does not matter which location I setup first, it is the same situation.  Only the first location is accessible."

Thanks for your help!

-David M.

Community Admin

 • 

2.9K Messages

6 m ago

Okay, so the symptom is:

When you log into the app on one account, and then log out and log into another one, the app behaves like the second one hasn't been set up yet. And it doesn't matter which other account you log into, you'll see the same thing. But if you log back into the first account, it appears normal.

And this only happens on the app, not the webapp. So we know that it's an app issue.

One more thing so I can relay it to our devs. You mention that you're on iOS 15.2.1 right now. Would you mind letting me know your device version, as well as the version number of the SimpliSafe app? That can help our team in trying to replicate.

2 Messages

6 m ago

I am having the same issue. Iphone13, iOS 15.2.1. simplisafe app version 2078.16.0

1 Message

6 m ago

Same issue. System shows up after setup or re-setup then disappears after a little while. Latest iphone and app versions installed. This started to occur right after cancelling the Simplisafe monthly subscription. 

4 Messages

6 m ago

@davey_d do you know when the update is scheduled to go out? Also, as I mentioned in the other thread, everyone here is talking about the same issue. 

1 Message

6 m ago

I hope it is resolved soon. I am having the same issue. Being able to monitor my own system as well as the system for my elderly parents was one of the main reasons we purchased Simplisafe.  Very frustrating!

3 Messages

6 m ago

That's great news @davey_d!  Kudos for the cooperation between the Community leaders and the dev team!  (We'll hope that Apple's process isn't too horrible.)

1 Message

5 m ago

Same issue here, except it switched from having to re-setup my work account to now asking me to re-setup my home account. Wife's app with home account working fine. Strangely my work account is working fine now after two weeks of it asking me to re-setup the system.

Community Admin

 • 

2.9K Messages

Hi @hevleaircraft,

 

Could you let me know what version your SimpliSafe app is currently updated to? And your operating system's version as well.

The issue described in this thread was resolved about a month ago, so you might have a different issue going on that we'd need to look into.

1 Message

Just updated. Still doing the same thing. Here my problem is we only have one account/email. But i cant view my system on my other 2 iPhones (spare and wife’s). Just the one i set it up on. Logged in one day and everything was gone. Pls fix. 15.3.1 

Community Admin

 • 

2.9K Messages

This might be a new issue compared to what the OP was asking about. I will of course report.

That phone that's having trouble - did you only just set it up? And have you already tried logging out completely from the SimpliSafe app, and back in?

5 m ago

Jeez I can’t believe I’m seeing that SimpliSafe flagged this problem and is doing something about it in February 2022. I notified them of it in early December and they “fixed it,” including offering a month of free service because they were responsible for the issue (someone on their end had basically deactivated my system). It worked for two weeks, then same problem. People played dumb when I spoke to them about it on the phone. F******* ridiculous. Basically have not been able to use my system since august of last year. 

Community Admin

 • 

2.9K Messages

@jalexandercrown​ as I mentioned in a previous comment, the issue described in the original post has already been resolved. So if you're having trouble, you might be seeing a different issue entirely.

The first thing I should ask is, when you log into your account, do you see the name of your location at the top? And if you tap on that name, are you able to switch to a different location?

I suspect that there may be multiple service plans under your account, and one might be currently inactive, but the other one is still active like it should be.

1 Message

5 m ago

I have one account with two locations. Both systems are set  up and working fine. Both locations are shown on app, but when I click on overview for one one of the locations, it tells me the location is not set up. How do I fix this problem?

Community Admin

 • 

2.9K Messages

@donaldauten46​ this does sound more like the issue described by the OP, though it should have been resolved by now via an app update.

Would you mind letting us know the versions for your phone's operating system, and your SimpliSafe app?

1 Message

4 m ago

I’m having the same issues.  Is the new version out yet?

Community Admin

 • 

2.9K Messages

@awutkowski​ the issue described by the OP should have been resolved way back in March.

Have you already been working with our Support team at 800-548-9508? They can look into your account to see if it's an issue on the server end.