‎iOS App Keeps Logging Us Off regularly | SimpliSafe Support Home
 
ryhyslop's profile

Friday, January 7th, 2022 4:41 AM

Resolved

iOS App Keeps Logging Us Off regularly

Our SimpliSafe app for our iPhones keeps logging us off at the most random times. Is there a fix to this? We have to keep logging in and getting the two factor code we set up.

Official Solution

Community Admin

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5.2K Messages

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70 Points

1 year ago

Great news, everyone!

The latest version of the iOS App (2078.43) is now rolling out, with a fix for this issue. You can check your version and update immediately from the App Store:

  1. Tap your avatar on the top right.
  2. Refresh the Account page by pulling down on the screen.
  3. Scroll down to Upcoming Automatic Updates. Look for the SimpliSafe app on this list.
  4. Hit the Update button to start.

If you're still having issues after the update, please let us know here and we'll report back to our dev team.

EDIT: This update does include a change with how logins function, so you might need to log in one more time. But after that, your login session should stick for the next 30 days.

(edited)

7 Messages

@davey_d​ So far so good, but only updated the app yesterday so we'll see how it goes. 

The app should never log the user out unless the user does it themselves. I hope you didn't fix this issue only to make it log out monthly. That's a potentially dangerous risk to the security of the user and their family. Imagine hearing a noise at your front door and you go to access the doorbell cam but you're logged out. What if that's the beginning of a home invasion (I've been there, not recommended)? Same with other functions; imaging finding you're logged out again when your safety may depend on this app? Makes no sense guys, speaking from experience here. Keep the app logged in unless the user logs out. 

(edited)

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Community Admin

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@scott_3b0301​ right now yes, the 30-day expiration for the login token remains in place. But thank you for the feedback. I'll pass it on to our dev team.

3 Messages

@davey_d​ 

App updated to the version you mentioned. Still doing the same thing.

Community Admin

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@amisajlovicThanks for the report. Would you be able to let me know your iOS version? From a previous post, I see you're on an iPhone 8.

1 Message

@davey_d​ Hello, I just had to sign in to my account again. I have version 2078.44.0

You had asked if there was still an issue to respond to this. I am using iPhone 12Pro with iOS 16.1. Please pass this on to your tech team, thanks. Chuck

136 Messages

2 years ago

Yeah, this has been happening more often lately. It is a pain.

My tolerance for this sort of silliness is low.

99 Messages

2 years ago

Me too. It helps that I have FaceID enabled to log back in, but this should not happen so often.

Community Admin

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5.2K Messages

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2 years ago

Thanks everyone,

I'm forwarding your feedback to our dev team. Could you please let me know a bit more about your setup? Including:

  • Device model
  • Operating system version
  • Default browser
  • Any security apps installed, e.g. VPNs, adblockers, virus scanners, etc.

Of course, the expected behavior is that you should stay logged in for up to 30 days.

61 Messages

@davey_d​ iPhone 7plus, iOS 15.2, latest SS iPhone App.

136 Messages

iPhone 11, iOS15.2, SS app 2078.12.1, Safari - I run adblock (and I'm not turning off).

175 Messages

@davey_d​ WTH does the browser have to do with YOUR APP logging us out EVERY.FREAKING.TIME!!!!!!!!???????????????

Community Admin

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5.2K Messages

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70 Points

@toastie​ the login page is a web page that lives inside the app, and is rendered using your default browser. Many apps function this way. But we were gathering the above info just in case any of it would be useful to our dev team as they investigate.

In case you missed our most recent follow-up, a new version of the SimpliSafe app was released recently that might resolve your login issue. We strongly suggest heading to your phone's App Store to install the latest version of the SimpliSafe app ASAP if you have not already.

(edited)

53 Messages

2 years ago

@davey_d​ 

iPhone 6s Plus, iPhone 8, iOS15.1, latest SS iPhone App. McAfee. Happens cell or wireless. This has been happening since inception of this app.

1 Message

2 years ago

Also happening on Samsung S22, Android, Chrome, Secure VPN with Norton 360

Community Admin

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@kpleasant572​ since the above are all iPhones, and relates to an issue from a couple of months ago, you might be having a different issue.

But are you seeing the same symptoms? Your SimpliSafe app isn't staying logged in? The app should be forcing a logout every 30 days (for security reasons), but not sooner than that.

2 Messages

Every single day my app logs me out as well. On a Samsung Note 20 Ultra. This is a pretty big issue - as notifications then do not come through. 

This reply has been converted into a comment

2 Messages

2 years ago

Every single day my app logs me out as well. On a Samsung Note 20 Ultra. This is a pretty big issue - as notifications then do not come through. 

This comment was created from this reply

Community Admin

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70 Points

@Kierstengood​ do you have Multi-Factor authentication set up? You can check by logging into the app and navigating to Menu > Manage Account > Multi-Factor Authentication. With MFA set up, the app should keep you logged in for a month.

11 Messages

2 years ago

I'm getting logged out of my app frequently right now. Are others facing this issue?

Note: This comment was created from a merged conversation originally titled Are people getting logged out of their app?

Captain

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5.7K Messages

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130 Points

@eazyeazy In my experience, my wife's and, checking with my daughter with her system and my two brother-in-laws with their systems, and three friends with their systems....no.  

For specifics, my wife and I have Pixel 6a's, Android 12.  You may want to call SS support and ask if they have reports with this issue.

2 Messages

Yes. It’s never happened before but now it happens every time I open the app and I have to go through the verification. Then I shut down the app and reopen and it does it again. Frustrated with this now. 

Community Admin

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70 Points

@eazyeazy and @MsSatfield ,

What device are you using, and what operating system version? It would also be helpful to know the version of the SimpliSafe app, and/or if you've updated recently.

Hi,

Same problem here seem to log me out everyday, it is bloody annoying to be honest and render the app almost useless. I use the app daily rather than keypad and every day I have to log back in and sometimes multiple time a day.

I can not activate multi factor authentication as I do not live in Canada, US or UK. I am paying the premium subscription as this is the only way I can monitor my alarm remotely and activate / de-activate it  via the app.

Device: iphone 8, iOS 15.6.1  , simplisafe app Version 2078.41.0

Definitely sounds like a token expiring to me, now happy to set 2fa but can we have support of MFA devices or at least do it by email via a code ?

Cheers.

2 Messages

@davey_d​ 

same here. iOS15. Constantly logging out, very frustrating. Started a month ago or so. 

2 Messages

2 years ago

Our app is regularly logging us out and we have to login daily.  It never did this before and is very frustrating.  We have the password saved, so it is easy enough to log back in, but we shouldn’t have to do this everyday…never had to do it before!

Note: This comment was created from a merged conversation originally titled App logging us out

Community Admin

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5.2K Messages

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70 Points

Hi @wcqueener  ,

Thanks for reporting. Yes, the app should be able to retain your login for 30 days. So something is definitely not working correctly for you.

I'd like to pass this on to our dev team, but we need a little bit more info. It would be helpful to know what device you're logging in with, as well as the version of your operating system, and the version of the SimpliSafe app itself.

Also, the login security info is stored on your device, so if you have cookies disabled on your default web browser (e.g. Chrome, Firefox, Safari), or if you have an adblocker app, that might affect login. So I would check that there's nothing like that getting in the way!

1 Message

same issue!  terrible

1 Message

2 years ago

I have an iPhone 12 Pro. App logs me out every day. I have to log back in pretty much every time I open the app. This just started happening a week or so ago. Very annoying.

Community Admin

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240 Messages

@barbaramadsen​ Have you had a chance to enable Multi-Factor Authentication yet? This should keep you logged in for around a month at a time. 

You can enable this under Menu > Manage Account > Multi-Factor Authentication on the SimpliSafe app.

9 Messages

2 years ago

I have MFA set up already and I’m still being asked to log in

9 Messages

2 years ago

So just to clarify a little as to what’s happening for me

I go to open the app when I need to access it and it asks me every couple of days to sign in; I do go ahead and sign in and there app logs me on without sending or asking for the MFA code, likely because sometime within the prior 30 days I did supply it and check the box to not ask for it again for 30 days.

So, I don’t think it’s an MFA issue ; it’s a bug in the app that logs one out but still retains the practice of not asking for MFA that you have sent in the past.  It basically should not be logging people out randomly within that 30 time frame; at least it wasn’t doing so before that is.

2 Messages

2 years ago

My iPhone works fine and stays logged on. My wife’s logs out every day. We both have iPhone 13s.

2 Messages

2 years ago

My iPhone works fine and stays logged in. My wife’s logs out every day and sometimes the same day on its own. We both have iphone13s.

7 Messages

2 years ago

My wife and I both have this issue as well. We also have iPhone 13 Pros with MFA enabled.

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