1 Message
App not showing system that's already set up
I’m trying to use the app to check that status of my system, set it to Away Mode but it is giving me a message as if I need to set up a new account. “Please Fill Out Your Monitoring
Profile to Start Installation.” I’ve already done all that and when I go to the website it acts like I need to completely set up a new account. I just want to keep my home protected and this system is failing me in that regard
captain11
Captain
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6.1K Messages
1 year ago
@shargrove798 If the installation process goes off the rails (like it did for one of my nephews) just call support and they will untagle the mess for you and get it fixed. He called and was off the phone in 5 minutes. Here's a caveat: if the agent appears not to be knowledgeable, ask for a supervisor. And, I would go with the prompt on the phone for new setups. Yes, yours should be done but this support group should be very familiar with this area.
Please post your outcome here if yo uget a chance.
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emily_s
Community Admin
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3.4K Messages
1 year ago
Hi @shargrove798,
Taking a look at your account, I see your devices, so please know what your home is protected. I agree with Captain11 - if your system is no longer showing up in your app I would reach out to our Support team so they can help troubleshoot this with you live.
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Sarah145
4 Messages
1 year ago
I am having this exact same problem. It shows up on the web account, but not the app. I have installed the iOS update, deleted and reinstalled the app, and still no fix. Again, it shows up on the website, just not the app. The app tells me to install my new system.
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