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3 Messages

Fri, Jan 15, 2021 10:40 PM

Phone app and online account appear to be missing monitoring plan?

My systems camera started playing an audio message that there was a connection problem. When I tried to look on my smartphone it came up as myself logged in but without a monitoring plan. When I logged into the website it came up the same like I had no monitoring plan.
However my payments have gone through on my credit card without any issue the last 12 months and including as recent as 20 days ago.

I used the keypad to go into Test mode and still received an email and text message, but no monitoring center phone call.

Is this some kind of technical glitch?

21 Messages

2 y ago

Same for everyone.

There's an international outage (UK and US, at least) so nobody can access anything.

6 Messages

International outage? Link?

6 Messages

2 y ago

I've just go the same thing as you (no monitoring plan displayed, all paid up), though I have not gotten any audio message from any of my cameras.

Surely this is an issue on SS end...

1 Message

2 y ago

We are having a similar if not same issue. Not at home so can't see the system but it was working last night. Today, the app is logged in but our only option is to set up a new system. Trying to reach customer service but no luck yet.

6 Messages

Yeah Im waiting for tech support, still in line waiting... I'm sure they're getting swamped.

This is where SS needs to send out a mass email or post some kind of alert banner on the main site that they're working on the issue.

1 Message

2 y ago

Seems to be out for me aswell

1 Message

2 y ago

Same here

3 Messages

2 y ago

Same issue for me as well. When I try to log into the app or website, it's as if my system hasn't been set up at all. This is extremely frustrating. I can't imagine if I was out of town right now. I'd be livid.

If technical glitches are going to affect the ability to monitor our homes and lessen our peace of mind, there should really be a system in place that at least notifies customers of the issue. Through email, text, or something! For a security company, this is not good.

1 Message

2 y ago

This is really disheartening.  Haven't had issues in a few years.

A few hours ago I set up one of my camera to monitor a 3d print i have running while I go to work.

I log in to see my progress.  Nada.
Apparently I don't even have a system anymore.
Did my house burn down while I was away?

At least I came on here to see everyone is having the same issue.

21 Messages

2 y ago

Simplisafe have tweeted that there's an outage. Nobody needs to call them!

3 Messages

Not everyone is on Twitter.

Advocate

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635 Messages

I called them, and they confirmed the outage.

On January 15th, 2021 sterumbelow says:
Simplisafe have tweeted that there's an outage. Nobody needs to call them!


There are plenty of people who do not utilize social media; I am one of them. Being as such, I would never see any message posted on Twitter, Facebook, or Instagram.

21 Messages

You don't need to be on Twitter to search Twitter! It's just a good place to look when things like this happen because there are usually others with the same problem.

3 Messages

I hope they use this as a learning experience to send out an email or text or automated call. Text would probably be the best way to go in my opinion.

21 Messages

2 y ago

My system just came back online.

3 Messages

2 y ago

I guess this would be a good time to be a burglar.

3 Messages

2 y ago

It started working for a few minutes then went down again.

Community Admin

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469 Messages

2 y ago

Hi all,

Last Friday evening there was an interruption, for about two hours, to our account services that lead to many users' inability to use the SimpliSafe app or to manage their accounts through SimpliSafe.com. While our monitoring services were unaffected during this period and alarms were still able to be responded to, we understand that this is an area in which we have fallen short of the expectations that we, ourselves, and our customers hold us to. Know that while our first priority is keeping our services up and running to ensure the safety of all of our customers' homes, we are working on our processes for notifying our customers in the future.

As this issue was resolved shortly on Friday, any customers who are having issues should contact our Support Team to troubleshoot their specific issues. Support can be reached at Customer-Support@SimpliSafe.com or by phone at 1-800-548-9508 from 8 AM to Midnight ET, 7 days a week.

SimpliSafe Social Team
SimpliSafe Home Security