2 Messages
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 Response
davey_d
Community Admin
•
5.6K Messages
2 years 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)
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gregter
64 Messages
2 years ago
The same thing happened to me, also gone from the website.
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amn
1 Message
2 years 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)
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gregter
64 Messages
2 years 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.
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llsunday25
1 Message
2 years ago
Same thing happened to me, gone from phone and iPad.
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mayalyssa2
1 Message
2 years 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
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3campsinNC
1 Message
2 years 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.
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KateA
8 Messages
2 years 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.
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telmosjason
2 Messages
2 years 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?
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danruby
2 Messages
2 years 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.
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hfchristine
7 Messages
2 years ago
Same here. System just disappeared. Would be nice if SimpliSafe sent out a notice that they are having an issue.
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theschmell
1 Message
2 years ago
Same thing happened to me within the last few hours.
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telmosjason
2 Messages
2 years 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"
🤷♂️
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bradl
1 Message
2 years 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.
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bloozestringer
1 Message
2 years 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.
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