‎My system disappeared from the app | Page 2 | SimpliSafe Support Home
 
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...?

1 Message

1 year ago

Same here, how do we fix this without having to start all over again?

Community Admin

 • 

5.3K Messages

@matthewkrist​ apologies for the inconvenience! The issue that our engineers discovered was temporary, and affected only the displaying of info on your online account. A fix has already been deployed, so full access (with all settings intact) should be restored shortly.

2 Messages

1 year ago

same here. system gone from app and website. where is the notification and compensation.

1 Message

1 year ago

Ditto

3 Messages

1 year ago

This morning we have lost all of our devices and sensors. It looks like we don't have a system at all and are being asked to install a new one. What is the issue and how do I fix it fast!!

Note: This comment was created from a merged conversation originally titled All SS devices and sensors have disappeared! How to fix?

Advocate

 • 

935 Messages

It was an app issue that they have already fixed, they were right on it and resolved the issue within hours so great job to simplisafe and you should be running smoothly now

3 Messages

1 year ago

Same here. 

1 Message

1 year ago

I have been a SimpliSafe customer for three years almost.

This is the first issue I have had with the system

My system has also disapeared from the iPhone app and the SimpliSafe website, when I try and add my base station again it tells me that it is already active.

I can still arm/disarm my system from the keypad and via Home Assistant.  I get notifications on my iPhone to say the system is armed/disarmed.

I was too late to call tech support today, but have sent an email via the contact us form, so will just wait for an update.

64 Messages

1 year ago

Mine is back now.

Advocate

 • 

935 Messages

1 year ago

Everything seems to fine now, I mean hey things happen but simplisafe was right on it, awesome job simplisafe 

7 Messages

1 year ago

I am also experiencing this issue but as of this post the app still opens with the Welcome screen wanting me to set up my system.  I have an Android phone and the app has always worked until yesterday.  I'm curious why this would be apparently fixed for others who experienced this but is still sending me to the set up screen.  Any suggestions on how I can get the app recognizing my system again?

Follow-up:  I upgraded to a new Gen 3 system last year.  I can access my system just fine if I go online through a browser or use the keypad.  But the app on my phone still wants me to set up a system.  I powered my phone off and back on and started the app and this time it additionally gave me an option to install an existing system but when I tried that and gave it the serial number from my base unit it said the system was already installed.  I have not been able to get this option back on the app. 

So it is only the app on my phone that I cannot use to access my system.  I will contact support to see what they recommend.  Once this is resolved I will update this post to explain what fixed it.

RESOLVED:  Sometimes the simplest thing will fix a nagging problem.  I uninstalled the app on my phone and reinstalled it.  Now the phone app works normally again.

(edited)

2 Messages

3 months ago

This happened to me as well. Any updates? 

7 Messages

Did you try uninstalling and reinstalling the app on your phone?  That fixed it for me.  It may have been a corrupted cookie or some other "saved" data and maybe just clearing the cache on your phone would work.  But it was easy to just reinstall the app.

Community Admin

 • 

2.7K Messages

@kcvitt​ Do you still see your system when you log into the web app?

When in the SimpliSafe mobile app, do you see a house icon on the top right corner? If you do, click on that and you should see a dropdown menu of your system locations. From there, select your location to see your system in the app.

If you do not see that house icon, I would follow kd9rao's recommendations and uninstall/reinstall the SimpliSafe mobile app on your device.

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