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SimpliWasteOfMoney's profile

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 Solution

Community Admin

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5.3K 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

1 year ago

Hello I am having the same problem since downgrading yesterday.

Community Admin

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2.7K Messages

Hi @mtn1955​, 

I'm sorry to hear this! It seems that your system might have been cancelled rather than downgraded. I've escalated this to our Support team - a senior specialist will be reaching out to you soon.

1 Message

This also happened to me... 

This reply has been converted into a comment

1 Message

1 year ago

This also happened to me... 

This comment was created from this reply

1 Message

1 year ago

@emily_s​ This happened to me today...

This comment was created from this reply

Community Admin

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2.7K Messages

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

1 Message

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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2.7K 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

1 year 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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5.3K 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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5.3K 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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5.3K Messages

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

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