‎Replacing the SIM Card in your Base Station | SimpliSafe Support Home

Replacing the SIM Card in your Base Station


If you are regularly receiving the “No Link to Dispatcher” error message, our support team may send you an AT&T SIM card to troubleshoot connectivity with your Base Station.

If you’ve received your new AT&T SIM card, the following article will walk you through the steps you need to take to replace the SIM card within your Base Station.

Please note: Cellular connectivity for your Base Station requires an active monitoring subscription.

Before Getting Started

Make sure that your Base Station is updated to the latest firmware version. You can check for updates using the following steps:

  1. Using your Keypad, press the Menu button.

  2. Enter your Master PIN.

  3. Select “System Settings”.

  4. Then, choose “Check for Updates”.

Installing the new SIM Card into your Base Station

  1. Remove the power cable from the bottom of the Base Station.

  2. Unscrew the security screw and rotate the battery compartment on the bottom of the Base Station.

  3. Remove a single battery from the Base Station. This ensures that the power is completely cut from the Base Station.

  4. Rotate the Base Station cone counterclockwise, then lift the cone off.

  5. With a finger, press down on the bracket holding the existing SIM card, then gently slide to the right.

    1. The bracket should swing open.

  6. Slide the existing SIM card out of the bracket.

  7. Slide the new SIM card in, straight-edge side first.

  8. Ensure that the SIM card is fully inserted, then swing the bracket shut.

  9. Press down on the bracket and slide it to the left to lock it back into place.

  10. Reassemble the Base Station by sliding on the cone and twisting clockwise to lock it back into place.

  11. Reinsert the battery you removed and secure the battery compartment once again using the security screw you removed.

  12. Lastly, insert the power cable to restore power to the Base Station.

Testing the Connection

When your Base Station is connected to Wi-Fi, it will use that connection by default to communicate with our Monitoring Centers. To test the cellular connectivity, you’ll need to temporarily disable Wi-Fi connectivity for your Base Station.

  1. Using your Keypad, press Menu.

  2. Enter your Master PIN.

  3. Select “System Settings”.

  4. Choose “Wi-Fi”, then select “Forget Network”.

Next, you’ll want to place your Base Station in Test Mode to confirm that cellular connectivity is working.

  1. On your Keypad, return to the Menu.

  2. Select “Test Mode”.

  3. You will see “test each device by pressing its test button” appear on the screen. You can disregard this message.

  4. Open the SimpliSafe® Mobile App and tap on the “Timeline” at the bottom of the App.

  5. You will know if your cellular connection is working if the Timeline shows User Generated Test as a Timeline Event.

  6. If you do not see it, exit Test Mode and wait a few minutes before trying again.

When you’re done with the install process and have confirmed that the cellular connection is active, don’t forget to reconnect Wi-Fi.

  1. Open the SimpliSafe® App and navigate to the “My System” gear on the bottom of the screen.

  2. Choose “Base Station Settings”.

  3. Then, select “Wi-Fi Network”.

  4. Choose your Wi-Fi from the list of available networks.

    1. Make sure that you are connecting to a 2.4GHz Wi-Fi network.

  5. Enter your network's password and choose “Connect” at the bottom of the screen.

  6. Once connected you’ll receive a message that says “Yay! Your Base Station is connected to <Your Network Name Here>”.

  7. Choose “Done” to exit the Wi-Fi setup.