G

Sun, Jun 21, 2020 10:26 PM

New system will not activate and work.

Im pretty good with this kind of tech usually but not today. I have my contact points and motion sensors installed and activated along with the base station and keypad and camera but when I try to activate and link the Simply safe app from my PC it does not work. I go through the steps and then I get to the screen that reads activating this will take 15 minutes and it never finishes then reads sorry we could not activate. You suck at this or thats what I feel like not being able to do something so simple. What am I doing wrong? I sent customer support emails but no reply.

Captain

 • 

4.6K Messages

2年前

@gregorkth7 suggest you call support and sort this out. Sometimes the cause is incorrect serial number. You may want to check that before calling. Look at the base and what the system has entered.

1 Message

2年前

having the same issues. did support have to fix the problem?

1 Message

2年前

I'm having this same issue except I get a message stating "Unexpected Error" on my computer and the app when trying to activate. I was on the phone with customer service for over 2 hours yesterday with no solution. Sent an email and I'm currently waiting.

1 Message

I am also having the same problems, any Luck?

Community Admin

 • 

469 Messages

2年前

Hi joe04hort and daynight711,

I'm sorry to hear about the issues that you've been having. I've contacted our Support Team to have them reach out to both of you to see what we can do to help.

SimpliSafe Social Team
SimpliSafe Home Security
I am having the same issue. I set up everything today but getting it to activate has not worked. I tried on the mobile app, my laptop, manually putting in the serial number and have also been on hold for 30 min on customer support. All in all I have tried to activate the main base for hours and it's not working.

If anyone has tricks or someone from SimpliSafe can call me I would really appreciate it!

Advocate

 • 

2.8K Messages

2年前

Team S, did SS forget to activate the new SIM cards in pre-installed SS3 shipments?  :)

2年前

I'm having the exact same issue. Just received and installed all sensors, but cannot activate base station.

Community Admin

 • 

469 Messages

2年前

Hi @parkerjwilson,

As activation issues are very hard to pin down across different customers, we have set up a call back from someone on our Support Team to get your system activated and online.

SimpliSafe Social Team
SimpliSafe Home Security

1 Message

2年前

Same here.  A little ridiculous. Picked mine up at Costco, if anyone else did the same.  After hours of futzing with this I now have to tell my wife we don't have a security system up and working, like I told her I would before I left for out-of-state travel.  Thanks!!

2年前

I am having the same issue. Cannot active base station. I have emailed several times, no response. Going to return.

Community Admin

 • 

469 Messages

2年前

Hi @pgiannini1784,

For those customers who have multiple email addresses, we recommend making sure that the base station hasn't already been activated under another email address of yours. One option that we have for activation of your system is our preactivation process which is completed immediately after the purchase of your system. If you haven't already, make sure that you have tried logging into the SimpliSafe account used to place the order to verify if the base station is activated on that account.

SimpliSafe Social Team
SimpliSafe Home Security

2 Messages

2年前

I received a replacement system a few weeks ago. I have not been able to get the base station serial number to be recognized, I keep getting a "invalid serial number" message. I am now on my third base station and still no monitoring. I have checked and rechecked the serial numbers on the base stations and they are correct. Am I missing something or are these serial numbers missing from your database ? Assistance please..

Thank you

2年前

These systems just suck miserably. I have been working on mine for hours. Every time I try to do something in one system it says to go to another area. It also says... Base Serial Already Active, but yet when I go to the website and app it is not active. I guess I will be better off getting a refund, and simpli find another company to do business with. I am certain I was sold refurbished defective equipment that someone else returned because they were having the same problem.

Community Admin

 • 

469 Messages

2年前

Hi @patrickdkearns,

It sounds like for one of your issues, you may be trying to use multiple SimpliSafe.com accounts to work with one SimpliSafe system. At this time, a SimpliSafe system can only be linked to one SimpliSafe account at a time. If you would like to view your account on multiple devices, instead of selecting the "activate monitoring" button, you'll just want to make sure that you are logged in with the same email address/password combination across those devices.

If you continue to experience issues after verifying this, try giving our Support Team a call so that we can sort this out for you. They can be reached at 1-800-548-9508 from 8 AM to Midnight ET, 7 days a week.

SimpliSafe Social Team
SimpliSafe Home Security

1 Message

1年前

Ditto. On hold waiting to talk to a human for 25 minutes now and still waiting . . .

Really surprised how painful this is -- thought this was going to be easy and slick.

Community Admin

 • 

469 Messages

1年前

Hi @pjblairnolan,

Sorry about the wait. It does look like you were able to get through to a representative shortly after posting and your issue was resolved. If you continue to have any further issues, we'll do our best to help you out.

SimpliSafe Social Team
SimpliSafe Home Security