J

Tue, Sep 1, 2020 10:54 AM

Email Address keeps dropping from system. Have to re-verify every few days

Personally for me.  After upgrading to the new system back in February 2020, I have had a repeat problem that appears to be impossible for Simplisafe to fix..  I keep losing both mine and my wife's email address from the alerts.  I started back in March noticing that periodically I would have to Re-verify our addresses. Here it is September 2020 and I am doing it every other day and several times every day..  Technician after technician have tried to solve the problem by having me re-verify and that does not solve the problem. I have also been told to delete the email address and rhen add it back in again, but this too has failed to solve the problem.  For a while I was calling every time it did it. I probably have a history report that is 30 feet long if you print it out, not including.the report details.  I am sick and tired of this.  I pay for full service but only get partial.  
Why did I not have problems with the original system? Once I upgraded to the new system, problems started and nobody really seems to give a damn about doing anything to solve the problem except by putting a bandaid on it when they say, "I help you RE-VERIFY and that will solve the problem". It has not solved the problem in 7 months. For the about the last 2 months I have been asking for a manager to contact me, but obviously they do not CARE to do so. The Technicians are very nice but seem to be unable to solve the problem. I believe, since this started I have lost well over 30 hours of my life just sitting on the phone trying to find some at SImplisafe who can actually help.  I thought I found one, Victoria, but obvious to me, her sending it to her manager did nothering.  No calls, no fix and it keeps getting worse.

3 Messages

2 y ago

PLEASE, would someone with actually knowledge please contact me, and I am not talking about your phone Technicians. Each and everyone of them have been very nice but, they are unable to fix what ever is causing the problem.

3 Messages

2 y ago

By the way, I re-verified my email address this morning at 5:15am. I turned the alarm off about 6:00am...  Guess what, NO EMAIL.

Community Admin

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2.9K Messages

2 y ago

Hello,

So sorry to hear that you've been having trouble with Smart Alerts. A Smart Alerts contact will go back to "unconfirmed" if our server tries to send a message, but it bounces back as "undeliverable".
This is set up so that our server doesn't keep trying to send messages to addresses that no longer exist. And also, we don't want our messages to be flagged as spam.

One possible solution would be to add SimpliSafe's email address to your Email inbox's whitelist - which might also be called a "Safe Sender List", or similar. That can make sure that our alerts are not blocked.

Johnny M.
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