If you type in your network’s password and you receive an error message that the password is incorrect, that could be due to one of the following reasons:

Your password was entered incorrectly

Passwords are case-sensitive, so make sure that each letter was typed in the correct case. 

Please also make sure that your password does not include any unsupported characters. Supported characters are: [space] ! " # $ % & ' ( ) * + , - . / : ; < = > ? @ [ \ ] ^ _ ' { | } ~  

Your SSID and/or password exceed 31 characters

Both the SSID and password of your network cannot exceed 31 characters, or the Base Station will not be able to connect to it. We recommend counting how many characters are in your SSID and password, and if either of them are longer than 31 characters to shorten it. 

The Wi-Fi router is rejecting the connection due to an unsupported setting or feature 

SimpliSafe® devices are not compatible with networks configured as WPA only. Check to see if your network is configured as WPA only, and if it is, switch it to either WPA2 or WPA2/3 Mixed Mode.

This error occurs when SimpliSafe® is unable to find your SSID, which could be caused by one of the following reasons:

Your network is down

To resolve this error, first make sure that other Wi-Fi-enabled devices in your home are able to connect to your Wi-Fi network. If they cannot connect to your network, that may indicate an issue with your service. In that case, please contact your internet service provider (ISP) for help.

Your network broadcasts at 5GHz

If your other Wi-Fi-enabled devices were able to connect to your network, but your SimpliSafe® system cannot, you should check your network’s settings. The SimpliSafe® system requires a network that broadcasts at 2.4GHz, as it cannot connect to 5GHz networks.

To connect your system to your network, you must create a separate 2.4GHz band. For more details, please contact your ISP. 

Your SSID is hidden

Hiding your SSID stops your router from broadcasting your network’s name, which would make the SimpliSafe® system unable to find it. We cannot support hidden networks. If yours is hidden, please contact your ISP for steps on how to unhide it.

This error occurs when your Base Station is able to connect to your Wi-Fi network, but your network cannot connect to the internet. To resolve this, please contact your ISP.