The first thing you should do is check if your Base Station is connected to Wi-Fi. This can be done using either the SimpliSafe® Mobile App or Keypad.

Using the SimpliSafe® Mobile App

1. Select My System from the navigation bar at the bottom of the screen

2. Tap on Base Station Settings

3. Next to Wi-Fi Network, you will see your network name if your Base Station is connected to Wi-Fi

   1. If you do not see a Wi-Fi network listed, you’ll need to reconnect

Using the Keypad

1. Press the Menu button and enter your Master PIN

2. Select System Settings

3. Next to WiFi, you will see the network name your Base Station is connected to Wi-Fi

   1. If you do not see a Wi-Fi network listed, you’ll need to reconnect

If you do not see a network name, you will need to connect your Base Station to Wi-Fi in order to calibrate your Smart Lock.

The second thing you can test is the placement of your Base Station. We recommend moving and plugging it in as close to the Smart Lock as possible and then resetting the Smart Lock. Once the Base Station has been moved and the Smart Lock has been reset, try calibrating the Smart Lock again. If the calibration is successful, you can move your Base Station back to its original location. But if the calibration is not successful, leave the Base Station close to the Smart Lock while continuing the troubleshooting steps below.

The third thing you should do is check for any available updates to your Base Station or Keypad(s). You’ll know that an update is available when you see a gear icon on the Keypad, or if you receive a notification within the SimpliSafe® Mobile App. You can also manually check for updates within the SimpliSafe® Mobile App by using the following steps:

1. Open the SimpliSafe® Mobile App on your phone or tablet

2. Choose My System from the bottom navigation bar

3. Select Base Station Settings

4. Next to Firmware, it will say “Update Available” if applicable

5. Tap on “Update Available” then follow the in-app prompts to start the update process

Once the update is complete, try calibrating your Smart Lock before proceeding to the next step.

If a firmware update is not available, you should check the battery levels of your Smart Lock. To check this, slide the battery cover to the right and press the pairing button located above the batteries. The lights on the device will begin to blink 3 times. Afterwards, if the center light slowly blinks, that would indicate that the batteries within the Smart Lock are low and need to be replaced.

If the above steps do not work, the next step would be to factory reset your Smart Lock.

1. Slide the battery cover to the right to expose the battery compartment

2. Press and hold the reset/pairing button located just above the batteries for about 20 seconds

3. After pressing the pairing button, all 3 lights will flash 3 times in a row. If the lights don’t flash at all, or if the center light then begins to slowly blink, that indicates that the batteries in the Smart Lock need to be replaced.

Add the Smart Lock back to your system using our installation guide

It’s possible that the Smart Lock has been mounted in a way that has bent the mounting plate. We recommend temporarily removing the Smart Lock from the door, then testing calibration while it’s sitting on a table.

To remove your Smart Lock:

1. Use the included release tool as a lever to slide the latches of the wings outward on both sides

   1. If you do not have the included release tool, a small object like a SIM card removal tool or small, flat-head screwdriver may also work

      

2. Pull the lock off the door

3. With the Smart Lock in hand, turn it to a locked position and place it on a table

4. Attempt to calibrate the Smart Lock again using the Mobile App or Keypad

5. Does the Smart Lock calibrate when on the table?

1. YES: Remount it, ensuring you do not overtighten it, and attempt to calibrate it on the door again

2. NO: Contact our support team for further assistance

If the Smart Lock calibrates off the door but not on it

If your Smart Lock calibrated when it was off the door, but after placing it back on the door it fails to calibrate again, that could indicate an issue with the door itself. To identify the issue, calibrate the Smart Lock again with the door open. 

If the Smart Lock does calibrate when the door is open, that likely indicates an issue where the door frame or deadbolt do not align with the strikeplate properly. Try moving the strikeplate so it is aligned. 

If the Smart Lock does not calibrate when the door is open, the mounting plate may be bent or the deadbolt is not moving smoothly.

• To investigate the mounting plate: take down the Smart Lock and slightly loosen the screws securing the mounting plate to ensure it is not bending. 

• To investigate the deadbolt: clean it using a small brush or condensed air to remove any build-up or debris