‎App won't recognize master pin | SimpliSafe Support Home
 
knightfx1's profile

Friday, October 14th, 2022 9:57 PM

App won't recognize master pin

Trying to use the Android app but the app won't recognize the master pin

Community Admin

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5.6K Messages

2 years ago

Hi @knightfx1 ,

Are you in the activation process? If so, after confirming your Master PIN, the app needs to reach out to your Base Station and confirm that the PIN already set for the system is correct. So if the app is having trouble, that means the Base Station might be having communication issues.

Is your Base Station already linked to your home WiFi? Here are some steps that can help.

But there might be another issue with your account. If you haven't already, I suggest contacting our Support team so we can look into your account and investigate further.

2 Messages

2 years ago

Set up of the system is completed. The system has been armed and disarmed without issue. System test was also completed. Yes, the base station is linked to home wifi and the system is up and running. However I have noticed that the base station is often disconnected from the cellular network. 

Note: The system was originally registered to the previous home owner. Everything was reset to factory when I took over 

Community Admin

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5.6K Messages

2 years ago

Thanks for the info, @knightfx1 ,

So long as the previous owner had canceled their Monitoring Plan, the Base Station should be free to be activated on a new one.

Since you were able to get to the PIN Confirmation screen, that confirms that you were able to activate monitoring successfully.

But now, you're at the stage where the app needs to connect to the Base Station to confirm the Master PIN you set there, which will unlock App Controls for you. It does sound like both the WiFi and the cellular connections are working, so perhaps connectivity isn't the issue here.

Is it possible that you were typing in an incorrect PIN? Only the Master PIN would be accepted in this confirmation. So if you had secondary PINs added, those wouldn't work for unlocking App Controls.

But again, our Support team can help by looking into your account, just in case there's an issue there.

1 Message

1 year ago

Having the same issue on ios App.  PIN works fine on the keypad.  The app connects fine to the base station.  My base station serial number has 000xxxxx - I have found that I have to not put in the first two 0s - 0xxxxx  works.

Anyway - help please.

Community Admin

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5.6K Messages

@parkoos​ those first two zeroes are important. If you don't include them, then the app is expecting signal from a different device entirely.

Could you let us know the exact error message that you're getting? You can post screenshots here if you like!

2 Messages

10 months ago

Hey I’m having the same problem right now could someone please help 

Community Admin

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3.1K Messages

@hannantufail​ It sounds like there may be an account-level issue if your Master PIN works on your Keypad, but not on your mobile app. I would recommend reaching out to our Support team so they can take a look into your account.

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