ryhyslop's profile

Fri, Jan 7, 2022 4:41 AM

In Progress

iOS App Keeps Logging Us Off regularly

Our SimpliSafe app for our iPhones keeps logging us off at the most random times. Is there a fix to this? We have to keep logging in and getting the two factor code we set up.

Official Solution

Community Admin

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3.2K Messages

8 d ago

Hi folks,


One more quick update regarding this issue. Those of you checking in over just the past month or so are part of a recent spike in forced logouts, which our engineering team is aware of and has been actively tracking. We're getting closer to a solution, but it's still in progress.

78 Messages

9 m ago

Yeah, this has been happening more often lately. It is a pain.

My tolerance for this sort of silliness is low.

87 Messages

9 m ago

Me too. It helps that I have FaceID enabled to log back in, but this should not happen so often.

Community Admin

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3.2K Messages

9 m ago

Thanks everyone,

I'm forwarding your feedback to our dev team. Could you please let me know a bit more about your setup? Including:

  • Device model
  • Operating system version
  • Default browser
  • Any security apps installed, e.g. VPNs, adblockers, virus scanners, etc.

Of course, the expected behavior is that you should stay logged in for up to 30 days.

48 Messages

@davey_d​ iPhone 7plus, iOS 15.2, latest SS iPhone App.

78 Messages

iPhone 11, iOS15.2, SS app 2078.12.1, Safari - I run adblock (and I'm not turning off).

42 Messages

9 m ago

@davey_d​ 

iPhone 6s Plus, iPhone 8, iOS15.1, latest SS iPhone App. McAfee. Happens cell or wireless. This has been happening since inception of this app.

1 Message

7 m ago

Also happening on Samsung S22, Android, Chrome, Secure VPN with Norton 360

Community Admin

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3.2K Messages

@kpleasant572​ since the above are all iPhones, and relates to an issue from a couple of months ago, you might be having a different issue.

But are you seeing the same symptoms? Your SimpliSafe app isn't staying logged in? The app should be forcing a logout every 30 days (for security reasons), but not sooner than that.

1 Message

Every single day my app logs me out as well. On a Samsung Note 20 Ultra. This is a pretty big issue - as notifications then do not come through. 

This reply has been converted into a comment

1 Message

6 m ago

Every single day my app logs me out as well. On a Samsung Note 20 Ultra. This is a pretty big issue - as notifications then do not come through. 

This comment was created from this reply

Community Admin

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3.2K Messages

@Kierstengood​ do you have Multi-Factor authentication set up? You can check by logging into the app and navigating to Menu > Manage Account > Multi-Factor Authentication. With MFA set up, the app should keep you logged in for a month.

4 Messages

2 m ago

I'm getting logged out of my app frequently right now. Are others facing this issue?

Note: This comment was created from a merged conversation originally titled Are people getting logged out of their app?

Captain

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4.7K Messages

@eazyeazy In my experience, my wife's and, checking with my daughter with her system and my two brother-in-laws with their systems, and three friends with their systems....no.  

For specifics, my wife and I have Pixel 6a's, Android 12.  You may want to call SS support and ask if they have reports with this issue.

2 Messages

Yes. It’s never happened before but now it happens every time I open the app and I have to go through the verification. Then I shut down the app and reopen and it does it again. Frustrated with this now. 

Community Admin

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3.2K Messages

@eazyeazy and @MsSatfield ,

What device are you using, and what operating system version? It would also be helpful to know the version of the SimpliSafe app, and/or if you've updated recently.

Hi,

Same problem here seem to log me out everyday, it is bloody annoying to be honest and render the app almost useless. I use the app daily rather than keypad and every day I have to log back in and sometimes multiple time a day.

I can not activate multi factor authentication as I do not live in Canada, US or UK. I am paying the premium subscription as this is the only way I can monitor my alarm remotely and activate / de-activate it  via the app.

Device: iphone 8, iOS 15.6.1  , simplisafe app Version 2078.41.0

Definitely sounds like a token expiring to me, now happy to set 2fa but can we have support of MFA devices or at least do it by email via a code ?

Cheers.

2 Messages

@davey_d​ 

same here. iOS15. Constantly logging out, very frustrating. Started a month ago or so. 

1 Message

1 m ago

I have an iPhone 12 Pro. App logs me out every day. I have to log back in pretty much every time I open the app. This just started happening a week or so ago. Very annoying.

Community Admin

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80 Messages

@barbaramadsen​ Have you had a chance to enable Multi-Factor Authentication yet? This should keep you logged in for around a month at a time. 

You can enable this under Menu > Manage Account > Multi-Factor Authentication on the SimpliSafe app.

7 Messages

1 m ago

I have MFA set up already and I’m still being asked to log in

7 Messages

1 m ago

So just to clarify a little as to what’s happening for me

I go to open the app when I need to access it and it asks me every couple of days to sign in; I do go ahead and sign in and there app logs me on without sending or asking for the MFA code, likely because sometime within the prior 30 days I did supply it and check the box to not ask for it again for 30 days.

So, I don’t think it’s an MFA issue ; it’s a bug in the app that logs one out but still retains the practice of not asking for MFA that you have sent in the past.  It basically should not be logging people out randomly within that 30 time frame; at least it wasn’t doing so before that is.

2 Messages

1 m ago

My iPhone works fine and stays logged on. My wife’s logs out every day. We both have iPhone 13s.

2 Messages

1 m ago

My iPhone works fine and stays logged in. My wife’s logs out every day and sometimes the same day on its own. We both have iphone13s.

5 Messages

1 m ago

My wife and I both have this issue as well. We also have iPhone 13 Pros with MFA enabled.

7 Messages

1 m ago

@alexandria_c Since you are the most recent Simplisafe representative to respond in this thread... Anything new that you might be able to suggest to us as to what might be going on and/or what to do to keep the app from logging users out? 

I just loaded up my app on my iPhone and it, again, is prompting me to log in, which I just did a few days ago; as I mentioned in a prior post up above, I have MFA on already, and am still within the last 30 day window where I elected, at a previous sign in, to not be prompted for the MFA code.  Historically, checking that box keeps the account logged in on the app for 30 days, but it apparently isn't doing that anymore.

There seems, maybe, to be a bug in the app and I am wondering if there are people a Simplisafe aware of it and trying to fix it?

Thanks :)

Community Admin

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3.2K Messages

@CMart​ our engineering team hasn't seen a widespread issue like this so we're still in the process of gathering info. It's even possible that the issue experienced by those on Galaxy phones on Android is separate from yours on iOS.

Would you mind letting us know the version numbers for the SimpliSafe app and your operating system?

7 Messages

Hi Davey,

It looks like I’m on the latest version for my iPhone X - 2078.41.0

2 Messages

@davey_d​ same situation here on iPhone Xs and software 2078.41.0

2 Messages

@CMart​   I am having the same issue and it just started a few weeks ago as my iPhone works fine but now my wife’s iPhone requires a login every time she tries to access the app. Reloaded it logged in and selected the remember for 30 days but still needs a login every time she opens the app!

1 Message

This has been happening to me for over a year. I can get notifications on my iPhone, but the minute I open the app it makes me login before I can do anything.

Removes any chance of me instantly seeing my front door video -- the only reason we are using SimpliSafe! Absolutely unacceptable for me to have to login EVERY time to use this app. Time matters most when we are checking a notification of a stranger at our house and this only adds more time. 

If SimpliSafe cannot get this resolved soon (instead of excuses about it not being widespread --- clearly the 100+ comments show it's widespread) I'm going to switch to another service. Too many other competitors that don't have this dumb issue.