Mon, May 24, 2021 9:36 PM

Base station replacement

When my system wasn't working, simplisafe sent me a new base station, but no way to change the serial number in the system and no one there will respond to emails. Any suggestion? I plan on getting rid of this garbage service at the end of my paid and not monitored period.



4.7K Messages


@des6319  I suggest you pick up the phone and call them. They are open daily, 8am to midnight eastern.

Community Admin


2.9K Messages


Hi des6319,

Sorry about the confusion. We also responded to your post in this thread.

When your Base Station shipped, our system automatically sent you an email invoice. And it's easy to miss, but instructions for installing the new Base Station (including updating the serial online) are also included. For your convenience, here are those same instructions:

Step 1: Remove the Old Base Station

  1. Unplug the old Base Station from the wall.
  2. Use a Phillips head screwdriver to open it's battery compartment and remove one of the backup batteries.
  3. Return the old Base Station (including the batteries and power adapter) to SimpliSafe using the enclosed, pre-paid USPS mailing label.
  4. Remove a battery from all Keypads.

Step 2: Set Up the New Base Station

  1. Remove the Battery Activation tab.
  2. Plug the Base Station into the power outlet.
  3. Your existing sensors should already be pre-programmed in this replacement system. Please test them to make sure everything is working correctly. You may need to set your PINs and WiFi again.
  4. Log in to your account at SimpliSafe.com (http://simplisafe.com/account). At the bottom of the menu section on the left, click Activate Monitoring.
  5. On the next screen, select "Upgrade Existing Service' then select the location for the new Base Station and click Next. Enter the new Base Station serial #, found on the bottom of the Base Station.

Let us know if you have any more trouble!

- Johnny M.
SimpliSafe Home Security