‎App not showing system that's already set up | SimpliSafe Support Home
 
shargrove798's profile

Tuesday, October 3rd, 2023 11:01 AM

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 

Captain

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5.9K Messages

9 months 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.

(edited)

Community Admin

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3K Messages

9 months 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.

4 Messages

9 months 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. 

Captain

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5.9K Messages

@Sarah145​ See if this post helps to explain what's going on. I would call support, refer to it and ask for status.

https://support.simplisafe.com/conversations/apps-and-login/app-not-showing-system-thats-already-set-up/61fc07c89ae52c4a67550c57

4 Messages

@captain11​ one system, one location, one login. No logging out and back in occurring, so it doesn’t seem to have anything in common with the post you linked. I’ve deleted the app and redownloaded it and still not an issue. It’s an app issue, not an account issue since the web version shows correctly. There was an update to the app pushed yesterday, according to the Apple App Store and I’m assuming that’s what it’s related to. I hesitate to call support because I’ve historically had poor results from them - either they are out of the loop, or they say something is done or fixed when it’s not, I have to call back repeatedly to get resolution, etc. The SimpliSafe system is top notch, but the support has always lagged for me. 

Community Admin

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3K Messages

@Sarah145​ Thank you for reporting this. I know that you're running the latest version of the SimpliSafe mobile app and iOS update, but could you please also let me know the model of your iPhone? Also, if you have any other smart devices like a tablet or iPad, does this login issue persist there as well?

4 Messages

@emily_s​ iPhone 12 Pro. Same exact issue on my iPad mini, 6th gen. 

Community Admin

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3K Messages

@Sarah145​ I brought your case to our internal teams, and it appears there's a pre-activation location that the mobile app thinks needs to be setup. To resolve this, log into the mobile app > tap on the house icon on the top right corner > select the other location in the drop-down menu. After you do this, you will be able to access your system in the mobile app again.

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