A

Mon, Jan 4, 2021 10:05 PM

Simplisafe App for Android Unable to Login

Greetings,

For some months now I have been dealing with a consistent issue where I cannot login to the Android app. I can get to the login page, but after I input my credentials the app bumps be back to the first screen (the screen that appears when first bringing up the app) with a generic app error (a grey circle/oval displaying an error seen in most app errors shown on the bottom of the screen) that says "The received state is invalid. Try again." Attempting to go back to the login page instead just produces the same error, this time without inputting any credentials or showing the login page. In order to get back to the login page it requires either clearing the storage of the app via Android settings, or reinstalling the app.

Here are my troubleshooting steps taken so far:

- Reinstalling the app multiple times.
- Changing my account password.
- Calling SimpliSafe support and having them escalate the issue (never heard back from them).
- Waiting for multiple app updates throughout the months.
- "Cheating" the login page back going through the "Forgot Password" page to get back into the login page.
  -- Doing this allows me to get to the page requesting my 2FA email response, getting the email, but then generating the same generic error again.
- Restarting my phone.
- Attempting to login via Wi-Fi and Cellular data.

I am currently using a Google Pixel 2 XL with the latest update (December 2020 security update).

I have been using this service for some years now, paying the extra monthly fees to use the extra app features, so the fact this is suddenly not working and not hearing a response from SimpliSafe is unacceptable.

Any help regarding this issue would be appreciated.

Thank you for your time.

Captain

 • 

4.7K Messages

Il y a 2 y

@archmagezman I have a Pixel 4a which is an awesome phone. You may want to try the SS Android Widget and use that to login via your PIN and arm/disarm your system.  While I have not experienced any issues with the app, the widget may give you the access you need.  As far as troubleshooting and a response from SS, suggest you go old school and call support. Email and the forums are not their strengths.

Please post your outcome here if  you get a chance.

3 Messages

It won't let me put widget on - it says
make sure you are logged in to SimpliSafe
and won't drop the widget on the page

3 Messages

Il y a 2 y

I am having the same EXACT problem .
Using a Poco X3 .
I tried all the same operations to solve the problem .
I get the email stating to verify the device and I get device verified on my phone .
Nothing works .
I want a refund for a months service .

3 Messages

Il y a 2 y

The heading says customer support forum .
Is it really ?
Or just a big waste of time ?
This thread is a month old and no response from support .
I called in to them about this and it still is not fixed on the phone .
Two updates have happened since then and the app still does the same thing.
They did state that they would credit me for one month's service .
If it still doesn't work in a couple more weeks, I will ask for another month credit .

3 Messages

Il y a 2 y

I contacted support a week or two after I posted this thread. The impression I got was Simplisafe doesn't really pay attention to their own forum, which is why the general response here is to contact support.

When I did call them, they were very nice and cordial. By the end of the conversation they also gave me a free month or service for the inconvenience, but they pretty much concluded that they did not create or manage their apps directly instead handing it off to a third party app developer. When there is an issue with the app they contact them letting them know the issue. Unfortunately they gave me the impression that the app developers are pretty spotty with their responses if they respond at all, which is disappointing.

At this point I've given up hope that they will resolve the issue (which I am still having despite multiple updates since the original post was made) and that I'll have to keep contacting support about it in the vain hope of anything happening. At the very least, they'll keep crediting my account, but this is still a blimish on an otherwise good service.

Community Admin

 • 

469 Messages

Il y a 2 y

Hi all,

As all of the SimpliSafe app development is taken care of by our own engineers at our Headquarters here in Boston, we're not quite sure where that representative was getting that incorrect information but we'll be sure to follow up with them so they don't make that same mistake again.

Our engineering team has been looking into this issue but has been having a hard time tracking down the bug or even recreating the issue on our end. That being said, @archmagezman, we'll have one of our Specialists reach out to you shortly so that we can get some more information and hopefully get this issue resolved.

SimpliSafe Social Team
SimpliSafe Home Security

1 Message

@simplisafe_admin​ I just recently installed a system with a camera. However, I can't get the App to allow me to log in at all, and so I have not been able to install the camera I bought.  Can someone reach out to help?

This reply has been converted into a post

26 Messages

Il y a 2 y

2-10-2021, my SimpliSafe app can't connect to the servers.
Website version works fine.

Edit: Read in another thread to log out then log back in. That worked. Kind of sucks that it doesn't recover itself and work when you guys fix your servers. Having to log out and back in is terrible user experience.

Il y a 1 a

I am having the same problem. Have uninstalled and reinstalled the App multiple times, but when I hit login, it just takes me back to the shopping page and not to my account. Can't do anything using my phone. My wife has the app on her phone and it is working just fine, so it's frustrating that it will not work on mine. I do note that the icon on my phone has the S but also a purple/gray circle at the bottom and that is not on my wife's phone, she has just the plain S.  Maybe the current app is defective.

Community Admin

 • 

469 Messages

Il y a 1 a

Hi @willdawson357,

It sounds like you may have an Android phone. If the Android SimpliSafe app is taking you directly to the SimpliSafe shopping page instead of allowing you to log in, that may be because cookies are disabled in your phone's default web browser. Once you have enabled cookies, you should be able to return to the SimpliSafe app log in successfully.

SimpliSafe Social Team
SimpliSafe Home Security

3 Messages

Il y a 1 a

This will probably be the last update regarding my issue.

After posting my message back in February and getting a swift correction from the team later in the day, I get a call from their development team asking to work with me on resolving the issue. After explaining my situation they said they would get back to me while they brainstorm what to troubleshoot next. After setting up an email correspondence with the caller I would get an email from them roughly 5 days later asking when they could call to work out some more troubleshooting steps.

The following day they would call and asked me to try and login to what was essentially a proxy account to confirm whether this issue was account related or device related. We even tried my "work-around" involving forcing the app to open the website login page from the app. The issue still persisted. Seemingly stumped the caller said they would relay this information to the development team and go from there.

It's past mid April and I have yet to hear from them again.

At this point the only thing that hasn't been tried would be to Factory Reset and wipe the phone clean and re-install everything. I wasn't going to do that on a phone this old, and with it getting on in years it was time to replace the device anyway. So I upgraded to the new OnePlus 9 Pro. The app works perfectly again with no issues whatsoever.

So to recap, I had an issue with the Simplisafe App, an App I would use every day since I paid the additional cost to have access to all the features Simplisafe has to offer, and could no longer login to the app. After exhausting all my own troubleshooting options and a roller coaster of a response from Simplisafe regarding my issue, the only way I fixed it was to spend over $1000 on a new phone. Oh, and when I logged in to my app from my new phone I looked at previous logins with the app to see when my old phone was last logged in:

October 2020. I worked on and waited for a response to my issue for almost six months with nothing to show for it. That was almost six months of paying extra for an app I couldn't even use (and only being compensated for two of those months of downtime). Completely unacceptable.

Simplisafe is a solid company and they do what they do well, but this experience I had with my app issue has really shaken my faith and I hope that no one else had to deal with what I had to go through if they ever run into an abnormal issue.