Tue, Dec 1, 2020 5:00 PM

Update Issues


I am having issues installing an update on my smart lock.  I have tried everything that was recommended (restarting my phone, charging my phone, restarting the app) but it cannot connect to my front door smart lock.  I keep get an error message about it being unable to connect.

Anyone else have this issue?



4.6K Messages


@parimal07 my first suggestion is to call support. Prior, if you are up to it, use your phone app to troubleshoot the connection for strength and speed.  If not, support will walk you  through it. I am guessing that the signal strength is the issue. I have a Google WIFI point near my SS doorbell pro and quality of signal is above the minimums, no issues.

Please post your outcome here is you get a chance.

Community Admin


469 Messages


Hi @parimal07,

In addition to what you have already tried, here are a few more steps to try and get your Smart Lock to update properly:

  1. Verify that Bluetooth is enabled on phone
  2. Power cycle the Lock by removing and re-adding one battery from the lock
  3. Wait 30 seconds, refresh the Dashboard with the refresh icon on the Dashboard Page
  4. Go to Device Settings
  5. Refresh Device Settings
  6. Bring the phone closer to the Lock (ideally, the Lock should be 2-3 ft from the phone)
  7. Try updating the Smart Lock again

If that doesn't work, then we would recommend contacting our Support Team as Captain11 mentioned. They can be reached by email at Customer-Support@SimpliSafe.com or by phone at 1-800-297-1605 from 8 AM to Midnight ET, 7 days a week.

SimpliSafe Social Team
SimpliSafe Home Security