R

Thu, May 7, 2020 5:47 PM

Closed

IOS app does not work

For more than a month, I have not been able to use the IOS app for SimpliSafe. I contacted customer support via a phone call, and they indicated it was a known issue. When will this be addressed? I cannot add components to my system at my new address, which is forcing me to consider other options.

I have the latest version of the app from the App Store and the latest version of IOS for my iPhone X. When attempting to launch the app, I get a screen that says 'No Connection Please check your internet connection. Your app will automatically refresh when it reconnects.'

This original post describes an issue with the SimpliSafe app that has since been resolved. If you're having trouble, we recommend posting a new thread with detailed info, e.g. your device, operating system version, and app version. Or give our Support team a call a call at 800-548-9508!

1 Message

Il y a 2 y

I have had the exact same issue for the same amount of time. Both my iPad and iPhone experience the same issues despite multiple attempts to update the app, iOS, and base station software. This needs to be addressed before any additional app updates are made as I cannot add my components that I need to have working (which is why we all pay the monitoring fee - to use the system).

6 Messages

I CALLED THIS MORNING AND A WONDERFUL CUSTOMER SERVICE REP NAMED RHONDA (BOISE) AND TECH SUPPORT ASSOCIATE NAMED MARNAE (CENTRAL FL, EXT. 947) WERE ABLE TO HELP ME AND FIX THIS ISSUE.  MARNAE HAS A LOT OF EXPERIENCE WITH THIS, SO I WOULD RECOMMEND CALLING HER AS NOT EVERYONE AT SIMPLISAFE IS FAMILIAR WITH THIS ISSUE.  FOR ME, THE ISSUE WAS THAT THE SIM CARD IN MY BASE WAS NOT ACTIVATED PROPERLY.

6 Messages

I CALLED THIS MORNING AND A WONDERFUL CUSTOMER SERVICE REP NAMED RHONDA (BOISE) AND TECH SUPPORT ASSOCIATE NAMED MARNAE (CENTRAL FL, EXT. 947) WERE ABLE TO HELP ME AND FIX THIS ISSUE.  MARNAE HAS A LOT OF EXPERIENCE WITH THIS, SO I WOULD RECOMMEND CALLING HER AS NOT EVERYONE AT SIMPLISAFE IS FAMILIAR WITH THIS ISSUE.  FOR ME, THE ISSUE WAS THAT THE SIM CARD IN MY BASE WAS NOT ACTIVATED PROPERLY.
Here it is July 2nd and we STILL have the same problem .  Know what is worse then that?    I have been wiped out from the whole system and I cannot use my log in nor the app on any phone or iPad!     Only my husband can .   Well well well,   I go in and out more then he does and I set and disarm t he alarm with my app.  BUT I CANNOT .    And guess what?   Simplisafe said ONLY 1 PERSON can have a log in now.   1 per family..... huh?    Not good

1 Message

I'm having the same issue. They told me i needed a new base unit. I had to hook up everything all over again. Still didn't work. Then they told me I need new iOS, which my phone is kind of old so I can't get that - I had to go out and buy a new phone. Still didn't work. What are we paying for?!?!??
We have the same issues . We can no NO LONGER use IPad's. iPhones or watches to Arm or Disarm. Not only that , the APP wants us to register devices YET WE ARE LOGGED IN.

Phone calls have been a waste of time and words. NOTHING has helped.

Yesterday we received a NEW Motherboard 4G ! That was SUPPOSED to solve all problems. Well, it DID NOT.

There is NO way we can ALL use the KEYBOARD to Arm and Disarm since most of the family use our phones iPads.

HELP please this is since MAY ! NO help for tech or any CSR .

the last CSR said "There IS NO KNOWN ISSUE, NO BUGS , and I have worked here a year. " hahahahah
Frustrated owner

1 Message

Il y a 2 y

I have the same issue for the last 3 weeks , worked with tech support 3 or 4 times with no results other than it is a known issue. Very inconvenient with it not working. Maybe they need to credit monitoring fee until corrected.


PROBLEM SOLVED SUPERVISOR KEVIN CALLED ME AND  SCHEDULED A CALL BACK TIME AND SOLVED THE ISSUE IN LESS THAN 5 MINUTES .GREAT RESULTS WHEN IT WAS  ESCALATED .

THANKS

6 Messages

Il y a 2 y

I also have had this issue for over a month now and have called back multiple times to no avail.  I agree that the company should waive monitoring fees while this is an issue.  I am surprised that there has been no communication regarding this.

In light of the comment above regarding supervisor, Kevin, I will try to call again.

I have spoken to a manager named Tomeka multiple times and she has not returned my requests for a call back.

It is disappointing for a company that allegedly prides itself on customer service.

I CALLED THIS MORNING AND A WONDERFUL CUSTOMER SERVICE REP NAMED RHONDA (BOISE) AND TECH SUPPORT ASSOCIATE NAMED MARNAE (CENTRAL FL, EXT. 947) WERE ABLE TO HELP ME AND FIX THIS ISSUE.  MARNAE HAS A LOT OF EXPERIENCE WITH THIS, SO I WOULD RECOMMEND CALLING HER AS NOT EVERYONE AT SIMPLISAFE IS FAMILIAR WITH THIS ISSUE.  FOR ME, THE ISSUE WAS THAT THE SIM CARD IN MY BASE WAS NOT ACTIVATED PROPERLY.  THANK YOU, RHONDA AND MARNAE!

2 Messages

Il y a 2 y

Have also had this issue for about the same time period. Called a few weeks ago and they said they would send out a new motherboard for the main unit and that would fix it.  Called today to install the board and have it setup on the account. As expected this did nothing and they just kept telling us to turn off everything, reinstall apps, etc.

I explained that at the same time this started, that when we logged in through the website, it showed that the account was not active, even though all payments were current. The support we got when fixing that was great and was resolved right away.  

Today,. I was hung up on 4 times, put on hold mid explanation of the problem another time and when they returned they just said ya, got to wait an hour and should be all resolved. Well, many hours later and it is still not working.

This has to be something on the account side of things and they just won't get past the turn it off and back on.

Been with them for years, but this has not pushed to the point of looking for another provider for my home security. Just can't seem to get this elevated to anyone that can help.

2 Messages

Il y a 2 y

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3 Messages

Il y a 2 y

Is anyone else's still having iOS issues? All of our iPhones quit responding to the app. You open it and it shuts down in seconds but still runs in the background. I had another sim card and motherboard sent out to me and I replaced it myself and that did not fix it. It was later explained to me by a representative that that is only an issue with T-Mobile and Verizon because they are getting rid of the 3G so you have to upgrade. So even with all of those fixes I am shutting our phones down and reinstalling the app we still have zero nothing null. We had called in the first time they didn't know anything about any problems and then we called again and said just keep trying to turn on the app to see if it works periodically. So we are on three weeks now and still nothing. Anybody have any ideas? And let me note that we have an android phone in the house that does work with the app. We called in the first time they didn't know anything about any problems and then we called again and they said just keep trying to turn on the app to see if it works periodically. So we are on three weeks now and still nothing. Anybody have any ideas?
We have the same issues .  We can no NO LONGER use IPad's. iPhones or watches to Arm or Disarm.   Not only that , the APP wants us to register devices YET WE ARE LOGGED IN.

Phone calls have been a waste of time and words.   NOTHING has helped.  

Yesterday we received a NEW Motherboard 4G !  That was SUPPOSED to solve all problems.     Well,  it DID NOT.

There is NO way we can ALL use the KEYBOARD to Arm and Disarm since most of the family use our phones iPads.  

HELP please this is since MAY !         NO help for tech  or any CSR .

the last CSR said "There IS NO KNOWN ISSUE, NO BUGS , and I have worked here a year.  "   hahahahah
Frustrated owner

Il y a 2 y

Yep I am still having the issue. Already been on the phone with them at least 4 times. They told me to be patient.

3 Messages

Thought that I would respond to your message and see if Marnae @extension 947 can help you as she did me. I took the advice of the person above and had a rep send her a message and we figured out that it was NOT the ios system - it was something within the Simplisafe devices menu. I noticed that when I logged into Simplisafe on my PC that under my devices the names of my devices had all disappeared and I could not select functions of the devices. She disabled all of them and then enabled them and WAAAAAAALLLLLLLA my devices were showing again AND my ios app worked again on ALL of my devices. Not sure if it was a coincidence that we did the update the beginning of June on our iPhones and it somehow changed settings or if it was just a fluke. But if you are having similar problems give her a shout. Any customer rep can message her and she will get back to you.
Good Luck!!
We have the same issues . We can no NO LONGER use IPad's. iPhones or watches to Arm or Disarm. Not only that , the APP wants us to register devices YET WE ARE LOGGED IN.

Phone calls have been a waste of time and words. NOTHING has helped.

Yesterday we received a NEW Motherboard 4G ! That was SUPPOSED to solve all problems. Well, it DID NOT.

There is NO way we can ALL use the KEYBOARD to Arm and Disarm since most of the family use our phones iPads.

HELP please this is since MAY ! NO help for tech or any CSR .

the last CSR said "There IS NO KNOWN ISSUE, NO BUGS , and I have worked here a year. " hahahahah
Frustrated owner

I even bought a NEW PHONE.  HAHAHA .   Deleted App several times re3installed it ...  Nothing

1 Message

Il y a 2 y

I've been having the same issue for three months now!
I Just emailed tech support for the 2nd time (I got tired of calling cause each time I'd have to start at square one with deleting and reinstalling the app over both wifi and LTE as if I don't do that before I call anyways). If tech support doesn't fix it I'm going to try getting in touch with this Marnie person y'all are talking about. I wouldn't be so concerned if they would give me some kind of reimbursement or something while they're working on it. After three months I've spent $75 on a service that I can't use! That's ridiculous!
We have the same issues . We can no NO LONGER use IPad's. iPhones or watches to Arm or Disarm. Not only that , the APP wants us to register devices YET WE ARE LOGGED IN.

Phone calls have been a waste of time and words. NOTHING has helped.

Yesterday we received a NEW Motherboard 4G ! That was SUPPOSED to solve all problems. Well, it DID NOT.

There is NO way we can ALL use the KEYBOARD to Arm and Disarm since most of the family use our phones iPads.

HELP please this is since MAY ! NO help for tech or any CSR .

the last CSR said "There IS NO KNOWN ISSUE, NO BUGS , and I have worked here a year. " hahahahah
Frustrated owner

1 Message

Il y a 2 y

Same issue. I deleted my McAfee Security app, and that solved my issue.

1 Message

Il y a 2 y

No connection - Please check your internet connection.  Your app will automatically refresh when it reconnects.

Same issue and I don't understand why there isn't a fix.  All of my other devices in the home work - Alexa, SingTV/Roku, myQ garage door opener, Canary, Furbo...

My SimpliSafe app is completely worthless if I'm unable to connect to arm, disarm the alarm and manage the video doorbell.  If I don't have access, then why am I paying for this monthly service??  I have done everything mentioned above in regards to the base station and my iPhone 11.  So frustrated!

1 Message

Il y a 2 y

Same issues for over 3 months now and their customer service is horrible. Spent over 3 hours on the phone and it was a complete waste of time. Time to switch!

2 Messages

Il y a 2 y

Both mine and my wife's app are hit-or-miss when they work but mine won't work at all today either...getting the same "no connection" message.  I can get on using the website and the system seems to be working.  I think their app is just crappy.  If it doesn't get better I'll downgrade to basic monitoring since the app seems useless.

1 Message

Il y a 2 y

I have same issue and I thought it was temporary but it lasted for a while. It need to be solved!

2 Messages

Il y a 2 y

Ditto on notifications. SMS is hit or mess on iOS 12.1.2, 13.4, 136, 14. The Push notifications also are hit or miss. Did not have any issues until about 2 weeks ago. Google and looking at these message boards has been no help. Urgh....

Il y a 2 y

I had slightly different problems when the base station had an update, but what helped for me was to delete the app on my iPhone and download it again. Once I signed in everything worked as it should again. Might not fix everyone's problems, but I wanted to share my experience that maybe it'll help someone.