Connection Error The SimpliSafe App is Temporarily Unavailable

@emily_s​ 

I have not traveled.  I do not even know how a vpn works.  No matter what device I try to log into the app with it doesn’t work, even with other people’s phones.  I have already been asked by cs if I have travelled.

This issue has persisted since I set up the system on 9/7/23.

I have had 2 chat sessions, and 4 cs calls.  No one has been able to help me resolve the issue.  Every time I call the associate starts from the beginning, doesn’t look at any of the notes from my other calls and makes me go through the same steps everything time. At the end of the call they tell me there’s nothing they can do to help.  

I have been told there is a know issue affecting iOS users.  I am not sure if this is true.  I asked if there was an issue during every call and was told no several times.  I was finally told there was a known issue on my 4th call on 9/10 after spending an hour and fifteen minutes with the associate.  I asked him at the beginning of the call if there was a know issue and to check on it and he told me there wasn’t and he fixes this issue all the time (he was not successful).

I was also told on 9/10 that the issue should be fixed within 24-48hrs of it being identified.  It has still not been resolved.  I have asked for communication on updates, and have not received any.  

Supposedly I am supposed to receive a call at 3pm today from advanced tech support, the 3rd associate I spoke with set this up.  We will see if that happens.  

This has been my first experience with SimpliSafe.  I’ve spent over 6hrs with cs to try to resolve this issue and have still not had it resolved. Worst cs experience I have ever had with a company.  I would appreciate it if someone from the company took ownership here and stepped up to help.  I don’t think it’s fair that a customer has to spend over 6hrs of time doing the same thing over and over again and no one steps up to help resolve it.

@connorlouissmith​ I hear you, and I certainly understand. I connected with our engineers, and it sounds like they called you yesterday and were able to resolve this issue.

Same thing is happening with me did we have a resolution for the problem?

@khaledkhamies​ just in case it helps, have you already tried the following?

• Hit the Logout link, then log back in
• Delete the SimpliSafe app and reinstall from the App Store
• Try logging into webapp.simplisafe.com on your internet browser.

Let us know if you encounter any error messages while trying the above, along with your device model and operating system version. We can report it to our engineering team for further investigation.

I have exactly the same problem and have used my app for the last two years without any problem. This issue is pretty recent. I went out of the country, never checked it there and when coming back I was unable to access the app. I have spent an hour talking to a csr with no solution.

@connorlouissmith​ I am sorry to hear about this experience, and I'll pass this feedback along to our internal teams. Regarding your recent charge, I've passed your case over to our escalations team to look into.

@SHG​ Do you run into this same issue when logging into the web app on an internet browser? Also, if you haven't tried this already, I would recommend removing the SimpliSafe mobile app from your device and downloading it again. 

If you still cannot access your account after trying the above steps, please let me know which version of the SimpliSafe app you are running, your device model, and operating system. I can bring this information to our engineers to look into further.

I am having the same issue.

I have removed the app & reinstalled.  I have re-booted the base station & all updates are complete.  I get periodic “SimplySafe App is temporarily unavailable.” Also text alerts on camera motion stopped, even though they are turned on in my settings.  

@emily_s​   No, everything works fine when I log into Simplisafe website for my account on my PC.  Have tried removing Simplisafe iOS app from iphone and reinstalling, but no change in the problem.  I have a support ticket Case no. 989949, in which the rep asked if my problem on iphone occurs when using a VPN. I've now tested that with two different VPNs on my phone, and the Simplisafe problem does NOT occur when a VPN is active on top of my in-home wi-fi.  The problem also does NOT occur when my phone wi-fi is OFF and the signal is just 5G/LTE cellular data. It ONLY occurs when using JUST my in-+home wi-fi, or when both wi-fi and 5G cellular signals are turned on in the iphone. The SimpliSafe iOS app on my phone is version 2100.25.0 , and the base station firmware version is 2.14.10, Loader 1.0.0, WiFi 2.11.8  The WiFi signal on the keypad/base station shows Channel 09 and RSSI: -41db on one keypad and RSSI: -14db on the other.

@emily_s​ forgot to add, my device is an iphone 13, running iOS v17.1.1

@SHG​ Thank you for this information! I connected with our engineers about this, and there is some additional troubleshooting they would like to do with you in real time to help regain access to your mobile app. A specialist will contact you soon, so keep an ear out for their call.

@joycek​ Are you able to log into your account using the web app? And do you have any VPNs on your device like Nord VPN, iCloud Private Relay, etc.? Sometimes VPNs can cause this error when logging into the mobile app. 

If you do not have a VPN, can you please let me know which version of the mobile app you're running, your device model, and operating system.

Regarding text alerts for camera motion, I would try turning that notification setting off and back on again if you haven't already. 

Similar issues. My simplisafe system often doesn't connect to my phone and gives a data connection error. This has been happening only in the past few months. It's making the service almost useless. Like right now I can't even turn off my alarm from my phone. 

No VPN. Since I reinstalled the app I would guess it is the most recent. I don’t know where to find that information on the app. I use an iPhone 12 plus iOS operating system.
my phone settings, says SimpliSafe notifications are allowed, turned on. SimpliSafe says, go to settings to turn them on. Since they are already on, I don’t know what to do.

@joycek​ I've gone ahead and forwarded your case details to our engineers. They'll be able to further investigate these errors and how to resolve them.

@za55​ What is the exact error message the SimpliSafe mobile app gives you? Is it "The SimpliSafe app is temporarily unavailable"? Or something else?

As a first step I would try deleting the mobile app from your phone and then reinstall it; but if you let me know what the exact error message you see says, we can troubleshoot further. 

@dmccloy95​ I am really sorry to hear about this trouble. I've forwarded your case details to our engineering team to look into so we can get to the bottom of this.

@Safe​ Could you please let me know which VPN you are using so I can forward this to our engineers?

@emily_s​ When is the fix going to be rolled out for this issue? So many people are facing this issues for since last year and there is no fix yet.

I will be to canceling my subscription for the app as it useless now.

@birchsammy​ What VPN are you experiencing this with? If you let me know I can send this to our engineering team for further investigation.

@donhannant​ Our engineering team is currently looking into what could be causing this - whether it was a change made on NordVPN's side of ours. I've added your case details to their ticket to help further their investigation.

In the meantime, I have seen some customers report that turning the Threat Protect setting off on NordVPN allows them to log into the SimpliSafe app while still keeping the VPN active.