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connorlouissmith's profile

Saturday, September 9th, 2023 1:14 AM

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Connection Error The SimpliSafe App is Temporarily Unavailable

I keep getting this error message when trying to log in to the mobile app.  No issues logging in to the web app. 

I’ve done pretty much everything I’ve been able to find on YouTube/web searches to solve the issue.  Also spent 2hrs with customer support last night and 1hr today.  They couldn’t figure it out.

Anyone have any solutions?

This conversation has been merged. Please refer the main conversation:

SimpliSafe App “temporarily unavailable” when VPN is active

Community Admin

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2.9K Messages

9 months ago

Hi @connorlouissmith, 

This error message typically occurs when you are traveling to a region that is not supported by SimpliSafe. Currently, we support the United States and the United Kingdom. Have you been traveling? If you are, I would recommend utilizing a VPN on your mobile device so you can access the SimpliSafe mobile app anywhere.

@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.

Community Admin

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2.9K Messages

@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.

2 Messages

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

Community Admin

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5.5K Messages

@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.

2 Messages

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.

980 Messages

8 months ago

Happened to me a few times, I just log out and delete app then reinstall and most times it resolves the issue. 

8 months ago

In my case I had to spend over 7+hrs on the phone with offshore and US support on 6 calls.  The 5th call I had I was told I would be contact by what I understand to be a person on the back end that works on building and maintaining app functionality the next business day (I called over the weekend).  I never got the call and had to call them only to spend 1hr on the phone to finally get connected to the right dept.  I have no idea what he did, but within 30min he changed a back end setting and the app worked for the first time.  This was in September, and even though I was given several months of free service, I was billed and cc charged in October.  

I think that the tech is good, but I have never had a worse customer service experience in my life

Community Admin

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2.9K Messages

@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.

12 Messages

7 months ago

I have this same issue, after 2 years of flawless connection to the app on my iphone.  It only occurs when my phone is connected to my in-home wi-fi, and does not occur when I turn wi-fi off and connect to the app via cellular data (5G).

Community Admin

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2.9K Messages

@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.

7 Messages

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.  

This reply has been converted into a comment

12 Messages

@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.

12 Messages

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

Community Admin

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2.9K Messages

@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.

7 Messages

7 months ago

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.  

This comment was created from this reply

Community Admin

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2.9K Messages

@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. 

3 Messages

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. 

This reply has been converted into a comment

7 Messages

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.

Community Admin

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2.9K Messages

@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.

3 Messages

7 months ago

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. 

This comment was created from this reply

Community Admin

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2.9K Messages

@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. 

7 Messages

7 months ago

I have the same issue as za55 and this makes the service.  In addition text notifications have stopped. The purpose of the service is to monitor, and without the app I cannot monitor.  

"The SimpliSafe App is temporarily unavailable." and "Sarari can't open the page because the server can't be found."

I have deleted and reinstalled the app, I have done all the updates on the base station.  

This has been going on for about 2 months and I am about to jump ship. Useless without the functionality I had before.

12 Messages

7 months ago

To the other users having the same issue, are you by chance using any wi-fi mesh devices or wi-fi extender devices in your home?  Just wondering if that might be a potential cause.  Another odd fact: SimpliSafe keeps suggesting that the problem might be because I’m using a VPN on my iPhone or iPad, which I was NOT.  However, I downloaded a VPN app and activated on my iPhone and IPad and amazingly, the SimpliSafe App ONLY works when I’ve got the VPN connected, but NOT when the VPN is disconnected. So using a VPN actually resolves the SimpliSafe connection problem.  But I don’t want to use a VPN all the time because it breaks other apps/websites.  I just want the SimpliSafe app to work as it should and as it did for 2+ years until recently.

2 Messages

7 months ago

Having this issue as well. I read really good reviews about this system, but cannot access it via the app or the browser -browser won’t even let me log in. I get the “temporarily unavailable” notification in the app. I have tried deleting the app and redownloading it, rebooting my phone, cellular data, and updating my OS/updating the app, and nothing works. Guy at customer service suggested all of these, and was very patient with me, but I cannot believe this issue has gone on as long as it has. Is there ANY update on this?

Community Admin

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2.9K Messages

@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.

12 Messages

7 months ago

I’m almost afraid to post this as I don’t want to jinx things, but three days ago this connection problem disappeared and the SimpliSafe app on all three of my iOS devices is connecting via home WiFi to the SimpliSafe base station and all devices like it was before the problem started a month ago.  And I have made ZERO changes to my home WiFi, no changes to my Deco mesh network, no firmware updates to SimpliSafe, and no app updates to SimpliSafe.  It just started working again.  I’m not using a VPN on the iOS devices, but SimpliSafe works even if I turn VPN on.  Apple just pushed iOS 17.1.2 after my SimpliSafe app started working again and I hesitated to download the Apple update, but I went ahead after a couple days and everything still works as it should.  With no SimpliSafe app / firmware update, this “fix” is inexplicable, but I’ll take it.  Hoping it doesn’t revert !

4 Messages

4 months ago

I am getting this error since yesterday while using VPN. Only when the VPN is disconnected the error disappears. Can you fix this issue ASAP? I need to use VPN.

App used to work on VPN so many months so needs to fixed now

Community Admin

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2.9K Messages

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

4 Messages

@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.

2 Messages

4 months ago

I am also having this same issue with the app and webpage, I have tried logging out and in again, deleting and reinstalling the app, and I continually receive the same message. I have even tried setting up a new account nothing works!

Even tried using 4G not WiFi, and with the VPN off! 

I never had problems before this week. I’ve reconfigured my whole system with the keypad and base station. This is soo annoying and time consuming.

Community Admin

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2.9K Messages

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

3 Messages

4 months ago

Same here. Get the ‘temp unavailable’ message on both my iPhone and iPad even though it’s worked for a few years on both devices and I haven’t changed anything. I have Nord VPN, but that’s been in place throughout and no problems up until recently. Have done the usual logging off, removing app but nothing has worked. I have travelled outside uk, but again, that’s never caused an issue before. What do you advise please? 

Community Admin

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2.9K Messages

@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.

2 Messages

3 months ago

Same issue here. Iphone 12Pro IOS 17.3.1. I have NordVPN. Deleting/reinstalling app didn't make a difference. VPN on/off DOES make a difference. The Simplisafe app WILL NOT RUN with VPN enabled UNLESS Threat Protection is set to OFF in the VPN app.

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