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Fri, Mar 12, 2021 11:22 PM

Wrong county in address

I don't live in the city, though my mailing address is listed as nearest city, so the county would be called in case of a break in.  When entering my mailing address, it defaults to the wrong county, and I can't change it.  Any help?

Captain

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4.7K Messages

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when my daughter and son-in-law moved from Chicago to a small town, they entered their new address online and thought it was fine. I called in and found the. Issue was Simplisafe's systems facing customer support is a bit of challenging. I called from their house when I was installing, gave their safe word and confirmed the monitored address. Check, aok. Then new sensors were mailed to their old address in Chicago.

I found out after speaking to a very professional and courteous supervisor there are multiple addresses, and he got it fixed. Hung up, waited an hour, called again, got a rep and asked questions on all of the addresses to confirm it was then 100%. Yes, I am not the trusting type.

Suggest you call right now, tell the rep what your issue is, and after you hang up go to your online dashboard, log in and see what's there for the monitoring address. If incorrect, call again.  Please post your outcome here.

Community Admin

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2.9K Messages

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@billmaguire60

The way that our system determines your county, and therefore which local authorities we call for dispatch, is through the ZIP code of your protected location address. Sadly this isn't the most perfect system, since there are sometimes ZIPs that cover multiple municipalities. But our Support team at 800-548-9508 can override for you and make sure that you're listed under the correct info.

- Johnny M.
SimpliSafe Home Security

27 Messages

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I had this same issue. Our Zip code covers two counties and SS defaults to the largest county the Zip covers which is not ours. When ordering the system it just would not let me change the county. I put the order in any way.

When I was setting up the system and had access to the portal, it THEN let me change the county. I also then called the SS dispatch center and asked them to confirm the numbers they would call for police and fire. They gave me the correct phone numbers for my county so I now know all is good.

Community Admin

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2.9K Messages

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Hi duffy_4,

Another good point, dispatch info is based on the address that you enter at the time of activation, not just the address where we send your package.

- Johnny M.
SimpliSafe Home Security

Community Admin

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2.9K Messages

Il y a 1 a

Hi duffy_4,

Another good point, dispatch info is based on the address that you enter at the time of activation, not just the address where we send your package.

- Johnny M.
SimpliSafe Home Security