‎Can't access system online or in the app after canceling subscription | SimpliSafe Support Home
 

Thursday, October 13th, 2022 4:02 AM

Can't access system online or in the app after canceling subscription

First, where are all of the comments in this community? I found multiple posts for my issues and they indicate there are several comments, but not a single response is shown on any of the posts I view.

Today I canceled my subscription. Unfortunately this caused my app to forget I have a system. When attempting to set it back up it asks for a master PIN. When I enter the PIN nothing happens. So I go on the website and when I enter the PIN it says "Check internet connection". The system is connected to WiFi and events are showing in my timeline so I know it's online. Very odd that I can see my timeline, but I can't do anything else on the app or website. Any suggestions? 

Official Response

Community Admin

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5.7K Messages

2 years ago

Hi @SimpliWasteOfMoney ,

So sorry about the difficulty you've had. It sounds like what happened is that when you requested cancellation, the representative canceled your entire account, preventing the Base Station from communicating with it. Since you seem to want to continue using your system with Basic App Controls, the correct procedure should have been a downgrade.

I've requested a call from a senior specialist, and we'll get your account back online.

1 Message

@davey_d​ 

hey there, I’m having the same issue. I believe the customer service rep cancelled my account instead of downgrading. Can you get my account back up as well?

Community Admin

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3.4K Messages

@jaydedzierba​ If you contact our Support team, our agents will be able to re-activate your account under our free Basic App Control plan.

2 Messages

Hello there, I have cancelled the 24/7 dispatch subscription today, and after that noting working on the Mobile App. I have purchased all the hardware by myself, and hoping to have the Mobile App functionalities even if I don't need 24/7 dispatch service. I chatted with Support agent, the person gave me a link telling how to setup a new system which is very confusing, everything was just fine couple of hours ago! What is this? Can anyone here from the company please escalate the issue and fix it proactively? SimpliSafe can't simply delete my account for cancelling 24/7 monitoring! That's not fair.

Regards.

2 Messages

Ok - I called at this number 800-548-9508, the support agent helped getting back the basic App functionality.

Community Admin

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3.4K Messages

@sshawon​ I apologize for this experience! But I'm happy to hear that our Support team was able to reactivate your account and make this right.

(edited)

1 Message

2 years ago

Hello I am having the same problem since downgrading yesterday.

1 Message

2 years ago

This also happened to me... 

This comment was created from this reply

Community Admin

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3.4K Messages

@jaenkesj​, I'm sorry to hear this! I've forwarded your case to our Support Team; a Specialist will reach out to you soon to get this fixed. 

1 Message

@emily_s​ This happened to me today...

This reply has been converted into a comment

1 Message

2 years ago

@emily_s​ This happened to me today...

This comment was created from this reply

Community Admin

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3.4K Messages

@apoxy13​, I've forwarded this to our Support team. A Specialist will reach out to you soon to make this right! 

3 Messages

I have also experienced this problem and now my system is useless!  Seems the tech that took care of my request to cancel monitoring should have mentioned downgrade as an option because I did not purchase this alarm system just to find it is now useless!! 

[edited], please have support contact me!

(edited)

Community Admin

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3.4K Messages

@wesspence​ I first want to let you know that I edited your comment to remove your email address. The Community is a public forum, and we want to protect the privacy of our users!

If your reach out to our Support team, our agents can re-activate your account under the free Basic App Control plan. 

2 Messages

2 years ago

Same thing happened to me. Seems like this is a common occurrence?? You can contact me via email. Thank you.

Community Admin

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5.7K Messages

@griffinkaren​ please call our Support team at 800-548-9508. We just need to re-activate your account under the Basic App Control (free) plan.

2 Messages

Why do I have to call?? Can't you just reactivate it? You have all my information. It was your companies error! 

(edited)

Community Admin

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5.7K Messages

@griffinkaren​ apologies. There's two pieces that need to be done here. First, we need to reactivate your account, then second, we need to downgrade that account to the free version. For security reasons, we'll need to verbally confirm your Safe Word passcode over the phone to proceed. Unfortunately, we're not able to do that over here on the Community.

1 Message

This happened to me as well - please contact me to fix immediately 

Community Admin

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5.7K Messages

@Taylorseniow​ please reach out to our Support team and our agents can take care of you.

1 Message

8 months ago

The same thing happened to me. I’m unable to even locate my system through the app & the web version shows everything greyed out/locked. Ridiculous!

Community Admin

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3.4K Messages

@SimpliCrap​ I'm sorry to hear this. It sounds like instead of downgrading your account to the free Basic App Control plan, the agent canceled your account. In order to resolve this, please contact our Support team so they can re-activate your account.

2 Messages

7 months ago

Kind of ridiculous that we spend all this money on your system and then we have to pay another ridiculous fee for features that should work. Then when we go to a "free" plan, our accounts get disabled and then we have to call back and reverse the mess up. I should have never purchased this system.

Community Admin

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5.7K Messages

@rdfisher554​ we sincerely apologize for your experience. I think part of the confusion here is with the terminology.

Essentially, when we downgrade your plan to Basic App Control, our system still sees your security system as subscribed, just on the plan that costs $0. That way, your system can remain registered and connected to the app (for notifications, and to arm and disarm remotely, etc.).

But when your plan is canceled, that means your system is fully disconnected and no longer linked to the app or your account. If you wanted to, you would be able to pass on the system to another user, and they can activate that system on their own account (without having access to any of your account info).

So you should really have to call only once. The agent handling your call should ask whether you still want to use your system, so we can make sure that we select the right action for you.

1 Message

5 months ago

This happened to me 15 minutes ago.  The representative should have explained that cancelling the monthly monitoring disables my $800 system.   I need to have the use of my system so please tell me what I need to do.  

Community Admin

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3.4K Messages

@Heartsvideo1​ Apologies, it appears that the agent may have canceled your account instead of downgrading it to our free Basic App Control plan. If you contact our Support team, they can reactivate your account for you.

3 Messages

I have called support many times and supposedly reactivated my account but my system fails to connect to wifi and thusly can not update etc. Doorbell cam is powered but can not connect to main control so basically I have a system that all worked fine until I tried to just stop monitoring!  And phone support can not help me reconnect to wifi so thanks for nothing! There should be a method for people that got disconnected to actually re setup their system like a newly installed one!

1 Message

4 months ago

I just cancelled my subscription service and the (non)customer service rep cancelled my account. I knew I should've gone with another security system to begin with! What a waste of money! Supposedly "Free" system with self monitoring, yeah right.

(edited)

Community Admin

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3.4K Messages

@Pacecar93​ Apologies, it sounds like when you asked to cancel your plan, the agent canceled your account in error. If you contact our Support team again, they'll be able to reactivate your system and subscribe it to our free Basic App Control plan.

This happened to me, utterly ridiculous and seeing the comments on this post shows they’ve not changed anything to try and help the customer

2 Messages

1 month ago

Same issue here!!! I am so disappointed in this company I cannot even begin to put it to words. 

Short version,  6 month old camera wouldn't connect no matter what, called for tech support, got non-US based person,  couldn't understand them, couldn't fix camera, canceled monitoring 11/04/2024, was charged again for service 11/27/2024, called again to have money refunded 12/01/2024, nasty customer service rep, as soon as I hung up the phone I was locked completely out of my system. I now have $350 worth of worthless plastic "protection". 

Community Admin

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981 Messages

@heatherluckey80 it sounds like the agent canceled your account instead of downgrading it to our free Basic App Control plan. Please get in touch with our Support team so they can reactivate your account.

2 Messages

1 month ago

Same issue here!!

1 Message

24 days ago

Hello,

I am experiencing the same issue. I believe the customer service representative canceled my account instead of downgrading it. Could you please restore my account to its previous state?

Community Admin

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981 Messages

@s44joecool Apologies - if you get in touch with our Support team, our agents will be able to reactivate your account.

3 Messages

24 days ago

Yes the same thing is happening to many people including myself! I have a system that worked fine until I cancelled monitoring due to being laid off from work and then my alarm system does not function!  Talked with support numerous times and system seems to have an internal wifi lock/disconnect which prevents it from working. The base still senses doors opening but i cannot connect to wifi and my doorbell cam I thought was nice to have is useless. So why hasnt simplisafe addressed the problem and mandated their support techs 1st offer to "downgrade" and explain that canceling will disable our alarm systems? I still have a "useless" alarm system even though I tried several times through phone calls to support to resolve my issue!

Here it is a year later and I get notifications of others enduring the same BS!  

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