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president_9HN2YH's profile

Thursday, February 10th, 2022 6:32 PM

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 Response

Community Admin

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5.3K 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)

2 Messages

@davey_d​ Davey - I did not use any derogatory language for you to remove.  I cannot access the location to change my Safe Word in the app or by using a browser because I am not paying for your monthly monitoring service.  Therefore, I cannot set a Safe Word.  I have no problem with accessing my account.  I know my password.

Michelle Baran

2 Messages

Yet, I am unable to verify my account with customer service because I do not have a Safe Word.  I am paying a monthly fee to do my own monitoring.  Doesn't that qualify me for some level of customer service that I should be able to access by some other verification method other than a Safe Word?

Community Admin

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2.6K Messages

Hi @mlb77995​, 

If you do not have a Safe Word due to having a self-monitoring plan, your account can also be verified with our Support team other ways - like with your Base Station's serial number.

75 Messages

1 year 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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