‎My system disappeared from the app | SimpliSafe Help Center
IMPORTANT: For systems purchased before 2020, you may lose connection to professional monitoring as of 12/31/22 if your Base Station 2G cellular module is not upgraded. Call us or check your SimpliSafe app Overview screen to see if your system is affected.
 
rpassy's profile

Tuesday, January 10th, 2023 6:34 PM

My system disappeared from the app

I went to check my system on my iPhone app and it is gone.  It gives me the option to set up a new system.  I set the alarm from the app last night so not sure what happened.  The app doesn't appear to have updated so not sure what changed or happened.

How do I resolve it?

Do I set up the system again... weird... did it lose all the sensors, cameras, names etc...?

Official Solution

Community Admin

 • 

4.1K Messages

18 days ago

Hi all,

Thank you for reporting. Earlier today, our engineers encountered an issue that affects your user accounts - both the app and your online account. Users may have had trouble accessing your account, or making changes to settings. You may also have seen an Activation screen. 

Monitoring service, dispatch, and video recordings were not impacted.

Our engineers are already working to resolve the issue, and access should be restored to your account shortly. You will not need to sign up for service or set up your systems again. We sincerely apologize for any inconvenience.

(edited)

5 Messages

@davey_d​ 

Has this been fixed yet?

Like many others, I've also lost my system from my app.  App wants me to reinstall.

Community Admin

 • 

4.1K Messages

@Johnson711​ apologies. As of right now, the server issue has been fixed. If you're still having trouble seeing your account today, you might be experiencing a different issue. We strongly recommend giving our Support team a call at 800-548-9508.

58 Messages

18 days ago

The same thing happened to me, also gone from the website.

1 Message

18 days ago

Same here, both app and website.

Edit -The website wants me to scan a qr code but I'm not at home to do so.

(edited)

58 Messages

18 days ago

What's even stranger is that I just got an alert on my phone about motion from the doorbell.  I was able to click it and view the live stream, but when I close that it goes back to the setup page.

1 Message

18 days ago

Same thing happened to me, gone from phone and iPad.

1 Message

18 days ago

Same thing here - we have contractors working in our home, and I now have no idea if they can get in/lock up when they're done

1 Message

18 days ago

Well, I typed a message and sent, but I don't see it.  Same issue, and I don't have an iPhone.  Had our system for almost 2 years without any issues.

Community Admin

 • 

97 Messages

Hi @3campsinNC​,  

It appears that you’re experiencing a recent widespread issue, so I moved your comment to this thread. Our engineers are working on fixing this - you should receive access soon if you have not already. 

8 Messages

18 days ago

Same here. All of a sudden I don’t have a system set up and it’s asking me to set up a new system. I’m close to canceling simply safe based and cameras that don’t work at all and disappearing systems. 

2 Messages

18 days ago

Same here - literally just had my system installed this morning. It was working fine an hour ago, now the system doesn't show up when I log into either the mobile or web app. It just gives me the option to "activate monitoring" but then tells me the system was already activated...

What's going on? Is this normal for SS?

2 Messages

18 days ago

Same thing for me. I've used the App for years and never had this problem. Used the App this morning with no issues, and now when I log in it says I have no system linked to the account.

1 Message

18 days ago

Same here.  System just disappeared.  Would be nice if SimpliSafe sent out a notice that they are having an issue.

1 Message

18 days ago

Same thing happened to me within the last few hours. 

2 Messages

18 days ago

Just waited on hold for 30 mins to chat with someone. Sounds like this is a global issue impacting almost everyone. She told me "the dev teams are working on it now - check back in a hour"

🤷‍♂️

1 Message

18 days ago

Same same. Disconcerting! But at least I've now written down the dang serial number so I can find it again without climbing around next time. 

I called in to Support but they had an intro message about a problem with the mobile app so I bailed on the queue and will wait for an hour or three to see if it gets sorted without me doing anything at this end. 

18 days ago

Same here. I’ll be sure and have my insurance company send them the bill if I have a break in or water damage. 

Community Admin

 • 

4.1K Messages

@bloozestringer​ sorry for the inconvenience! Thankfully, only displaying the information displayed in the account was affected. So if there was an alarm event at your location, those signals would have still been received by our professional monitoring operators, and you would still get the call!

New to the Community? Get started by reading our Welcome Post.