4 Messages
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
davey_d
Community Admin
•
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.
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mtn1955
1 Message
2 years ago
Hello I am having the same problem since downgrading yesterday.
2
jaenkesj
1 Message
2 years ago
This also happened to me...
2
apoxy13
1 Message
2 years ago
@emily_s This happened to me today...
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griffinkaren
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.
5
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SimpliCrap
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!
1
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rdfisher554
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.
1
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Heartsvideo1
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.
2
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Pacecar93
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)
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heatherluckey80
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".
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heatherluckey80
2 Messages
1 month ago
Same issue here!!
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s44joecool
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?
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wesspence
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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