5 Messages
Enter master PIN to unlock remote management says check internet connection
When I opened the Simplisafe app this morning it had forgotten all of my settings and was asking to set up a new base station.
I went through the whole setup again but when I get to the last step which asks to enter master pin it just says "check internet connection".
I have tried through the website and app, the app just takes me back to the enter pin page each time.
I noticed I now have two base stations with the same serial no. in my account, I called customer support and spent 30 minutes on the phone which was a waste of time, nothing got fixed and they couldn't even delete one of the base stations.
I went through the whole setup again but when I get to the last step which asks to enter master pin it just says "check internet connection".
I have tried through the website and app, the app just takes me back to the enter pin page each time.
I noticed I now have two base stations with the same serial no. in my account, I called customer support and spent 30 minutes on the phone which was a waste of time, nothing got fixed and they couldn't even delete one of the base stations.
captain11
Captain
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6.4K Messages
3 years ago
Please post your outcome here if you get a chance.
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davey_d
Community Admin
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5.7K Messages
3 years ago
This definitely doesn't sound right at all. I've created a ticket with our Specialist team so we can get your account sorted.
- Davey D.
Community Development Manager
SimpliSafe Home Security
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richard_81eshk
5 Messages
3 years ago
I have spent hours on the phone with support and I pretty much give up now. Simplisafe has been taking $9.99/month for a service I can't use on top of what I paid for the system to start with. To cancel I now have to call again and spend another hour on hold because the service can be set up online but can't be cancelled online - huh, I wonder why??
The app is still asking me to enter master PIN then doesn't do anything. Been through 3 factory resets, 3 different phones, nothing happens.
This sucks.
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richard_81eshk
5 Messages
3 years ago
This is all the app has given me for the last few months...
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SimpliWasteOfMoney
4 Messages
3 years ago
Was there a solution to this? Post indicates there should be 4 comments, but none are showing.
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richard_81eshk
5 Messages
3 years ago
No, I ended up throwing away my simplisafe system and buying something else.
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richard_81eshk
5 Messages
3 years ago
Oh and you will have to spend HOURS on the phone to cancel. Instant sign up online but for some reason you have to call and jump through hoops to cancel, hmm I wonder why? Good luck.
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davey_d
Community Admin
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5.7K Messages
3 years ago
Hi @SimpliWasteOfMoney
Apologies, there's an issue with the Community right now where older replies are not displaying correctly. But the original poster's issue was very specific to their account, and should have been resolved by one of our specialists looking into their account. It's regrettable to hear that they weren't able to figure it out.
But I do see your other thread about your specific issue, and I will reply there.
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harsimrangrewal
2 Messages
3 years ago
I was able to get it addressed. The issue here was that the console had 2g sim and now, the industry has transitioned to 3g/4g. Call Simplisafe, and they will send you a replacement part, and the replacement is a 5 min job and that will fix the issue.
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Brianrobertdavis
1 Message
5 months ago
This happened to me too. I had an old system and I bought a new system and I set up the new system and I called them and wanted to cancel the old system but apparently you have to go through about a thousand hoops to do anything and now I think what's happening is it's trying to connect to the old base station even though the serial number's been changed to the new base station so I can't do anything
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