richard_81eshk's profile

Thu, Nov 25, 2021 4:20 AM

Enter master PIN to unlock remote management says check internet connection

When I opened the Simplisafe app this morning it had forgotten all of my settings and was asking to set up a new base station.

I went through the whole setup again but when I get to the last step which asks to enter master pin it just says "check internet connection".

I have tried through the website and app, the app just takes me back to the enter pin page each time.

I noticed I now have two base stations with the same serial no. in my account, I called customer support and spent 30 minutes on the phone which was a waste of time, nothing got fixed and they couldn't even delete one of the base stations.

Captain

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4.6K Messages

Il y a 8 m

@richard_81ESHK unfortunately, Simplisafe is going to have to sort this out. (And I would expect they would explain the original issue too at the same time).  I would call back and if the agent can't help, ask for a technical support supervisor to call you back when available.  Especially with recent expansion of the support centers, training still has to catch up.

Please post your outcome here if you get a chance.

Community Admin

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2.9K Messages

Il y a 8 m

richard_81ESHK,

This definitely doesn't sound right at all. I've created a ticket with our Specialist team so we can get your account sorted.

- Davey D.
Community Development Manager
SimpliSafe Home Security

3 Messages

Il y a 7 m

I have spent hours on the phone with support and I pretty much give up now. Simplisafe has been taking $9.99/month for a service I can't use on top of what I paid for the system to start with. To cancel I now have to call again and spend another hour on hold because the service can be set up online but can't be cancelled online - huh, I wonder why??

The app is still asking me to enter master PIN then doesn't do anything. Been through 3 factory resets, 3 different phones, nothing happens.

This sucks.

3 Messages

Il y a 7 m

This is all the app has given me for the last few months...

Community Admin

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2.9K Messages

Hi richard_81eshk,

 

In this step, the app reaches out to your Base Station so it can confirm your Master PIN, because that's where it's stored. But that should only happen once, during setup.

 

Way back in November, we did have a Senior Specialist reach out to get this figured out, and it sounds like the root was an account issue that we should have already gotten resolved. If you still need help with that, let us know and we'll request a call ticket again.

any updates on how you fixed it? i had the same issue.

Community Admin

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2.9K Messages

@harsimrangrewal​ the previous user, richard_81eshk, was having a very specific account issue.

For your case, it's more likely that your Base Station is not yet properly connected. Is it already set up on your WiFi? You can do that through the Keypad, by navigating to Menu > System Settings > WiFi.