1 Message
Safe Word
This company is so illiterate and unorganized that in order to reset the safe word you have to mail a letter to them in New Brunswick or wherever the hell they are and then they'll get back to you on how to reset your safe word no other ways to verify your account besides some safe word that you have to mail them a letter asking to please let me reset this so you'll quit charging my credit card I have no equipment with the company and they continue to charge my card because I don't know some stupid safe word. Anyone else have the problem with this seems pretty [edited] to me
Official Solution
davey_d
Community Admin
•
5.6K Messages
2 years ago
Hi,
So sorry to hear about your experience. First, I do want to warn you that in accordance with our Community Guidelines, I have edited your post to remove offensive/derogatory language. Please be respectful of our fellow users!
But with regard to the Safe Word passcode: yes, we do need to verbally confirm that over the phone with you before our agents can perform any action that can negatively impact your security - including cancellations/suspensions, and changing your Safe Word. As a security company, I hope you'll understand why we have to be so strict with our protocol to protect our customers' accounts.
If you're not able to provide your Safe Word, an alternate way of confirming your identity is by having you send us a signed letter with your request.
However, the easiest path is just to get you access to where your Safe Word is stored, and can be changed: your online account. Once you're logged in, head over to the Monitoring section, and the Safe Word should be close to the top right.
And finally, if you're not able to remember your password to log in, you can reset it by going to the login page, and clicking "Forgot password?". That will send a reset request to your email.
(edited)
3
Boring_Joe
87 Messages
2 years ago
In my humble opinion, the safe word should be reserved solely for the purpose of confirming to the monitoring station when they call during an alarm that everything is safe. The safe word should not be used for other purposes, especially one that requires it to be shared with a different SimpliSafe customer service representative every time a customer calls. The safe word should not be shared with anyone other than trusted housemates and the monitoring station.
Also, resetting account access by sending an email is not the most secure option. What if a hacker has access to someone’s email account and they’re not aware of it? SimpliSafe should follow similar protocols to what banks follow in verifying a user’s identity if they forget their account password. After all, physical security is just as important, if not more so, than financial security. Just my 2 cents.
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