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Using Your System

Why Can't I Receive Texts or Emails for My Original SimpliSafe® System?

SimpliSafe® offers text, email, and push notification alerts to subscribers of the following residential or business monitoring plans:

  • Pro Plus

  • Pro

  • Core

  • Self Monitoring with Camera Recordings

This article troubleshoots not receiving SMS messages. Push notification troubleshooting (opens in new tab)can be found on our Help Center.

Troubleshooting

  1. Ensure you are subscribed to a residential or business Pro Plus, Pro, Core, or Self Monitoring with Camera Recordings monitoring plan. 

    1. You can see which monitoring plan you are subscribed to in the SimpliSafe® Mobile App by navigating to the three-bar menu on the top left corner of the screen > Plan & Billing > you will see your monitoring plan under “Your Plan”.

    2. If you are not subscribed, please activate service through your online customer account (opens in new tab) or by contacting support (opens in new tab).

      1. To learn more about activating your monitoring plan yourself, refer to our How do I Activate Monitoring? (opens in new tab) article.

  2. Ensure that you are using a US-based phone number.

    • Using an international phone number will not work to receive texts from the system

  3. Check to ensure your system is working.

    1. Do you see events showing up on your Timeline (i.e. “Test Signal Received”, etc.) on either the SimpliSafe® App or your online account (opens in new tab)?

    2. If not, please make sure your Base Station is receiving power, then put your system in Test Mode (opens in new tab) and check your Timeline again.

    3. If you don’t see an event about test mode, please contact support (opens in new tab) to further troubleshoot.

  4. Check to ensure your alerts are set up correctly. 

    1. In the mobile app, navigate to: the “My System” gear on the bottom of the screen > Notifications > tap the type of alert you're checking, Email or SMS.

    2. Ensure the correct phone number or email address is listed, and that there is no red Verify button—if there is, click the verify button and resend the code. Then type that code into the confirmation box.

If you’re still not receiving alerts:

Some wireless carriers will by default disable your phone's ability to receive text messages sent by email. Verizon and AT&T users can enable email texts right on their online accounts. Other wireless providers require you to call in for customer support and request that you can receive SMS messages sent to your phone's SMS email address.

For Verizon:

  1. Go to Your Account's Spam Controls and log into your account when prompted.

  2. On the bottom of this screen there is a button labeled "Block all text messages sent from email" that you'll just need to deselect.

For AT&T:

  1. Go to Your Account's Messaging Controls and log into your account when prompted.

  2. You will then need to navigate to your spam control and ensure you have selected the ability to receive email text messages.   

If you are still having trouble, it’s possible that the shortcode for MFA (Multi-Factor Authentication) may have been blocked on your device (opens in new tab).

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