@richard_81ESHK unfortunately, Simplisafe is going to have to sort this out. (And I would expect they would explain the original issue too at the same time). I would call back and if the agent can't help, ask for a technical support supervisor to call you back when available. Especially with recent expansion of the support centers, training still has to catch up.
Please post your outcome here if you get a chance.
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.
In this step, the app reaches out to your Base Station so it can confirm your Master PIN, because that's where it's stored. But that should only happen once, during setup.
Way back in November, we did have a Senior Specialist reach out to get this figured out, and it sounds like the root was an account issue that we should have already gotten resolved. If you still need help with that, let us know and we'll request a call ticket again.
@harsimrangrewal the previous user, richard_81eshk, was having a very specific account issue.
For your case, it's more likely that your Base Station is not yet properly connected. Is it already set up on your WiFi? You can do that through the Keypad, by navigating to Menu > System Settings > WiFi.
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.
@richard_81eshk I canceled my subscription today and it erased my system. Trying to set it up again and running into the PIN issue. So close to throwing mine in the trash too.
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.
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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captain11
Captain
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5.1K Messages
1 year ago
Please post your outcome here if you get a chance.
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davey_d
Community Admin
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4.3K Messages
1 year 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
1 year 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
1 year ago
This is all the app has given me for the last few months...
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SimpliWasteOfMoney
4 Messages
6 months 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
6 months ago
No, I ended up throwing away my simplisafe system and buying something else.
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richard_81eshk
5 Messages
6 months 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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4.3K Messages
6 months 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
6 months 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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