‎SMS Activity Alerts missing for some users | SimpliSafe Support Home
 
simplisafe_admin's profile
Community Admin

Community Admin

 • 

531 Messages

Friday, August 25th, 2023 5:12 PM

Resolved

SMS Activity Alerts missing for some users

Hi all,

 

Thanks for checking in about your concerns. Our dev team has been working on efforts to streamline SMS notifications, so you can expect fewer non-critical text notifications to better identify which messages require action and are most important to you.

 

These tests affect only notifications through SMS text. You can still get all types of notifications via email, or Push Notification through the SimpliSafe app (which we recommend as the best option). For more info on how to set up Push Notifications, check out our Help Center Article here.

6 Messages

10 months ago

I am unable to receive SMS text messages with my system is armed/disarmed any longer since yesterday. I still receive email messages even when systems is armed/disarmed. I’ve called multiple times, speaking with different customer service reps, over 2 hours and none of them have been able to resolve this issue and they told me system is working properly. I have 1) unplugged/removed batteries from base station; 2) put new batteries in the keypad; 3) uninstalled and reinstalled the Simplisafe app; 4) removed and added my cellphone number on the app; 5) verified SMS and email alerts received under Push Notification in the app; 6) made sure the number was not blocked on my phone and not on do not disturbed;  and 7) system was refreshed multiple times through the app.

The only SMS text alerts I receive is when the base station is unplugged/not working, sensor triggered and verification codes sent by customer service support team. The only time I do not get the SMS text alerts is when my system/keypad is armed and disarmed. Any suggestions? Maybe this is no longer an option when receiving SMS text alerts when system is armed/disarmed?

Note: This comment was created from a merged conversation originally titled Not receiving SMS text alerts when system is armed or disarmed

Community Admin

 • 

3K Messages

@callirose2003 It is still an option to receive SMS notifications when your system has been armed or disarmed. You should certainly be getting those messages. If your carrier is Verizon or AT&T, I would also check to make sure the ability to receive email text messages isn't blocked. This Help Center article explains how to check for this setting. 

6 Messages

I've already checked with AT&T and there is no spam or block numbers on this end. In fact I was told everything is working properly with them. I believe it's a software issue with Simplisafe that is not allowing me to receive SMS notifications when system is armed or disarmed. Otherwise I would not receive ANY SMS notifications. I heard that the company recently updated their mobile application so I wonder if that is the issue. I would really like this issue to be resolved. Could someone checked to see if there is any issue with the software or mobile update that may be causing this problem ? Thank you.

Community Admin

 • 

3K Messages

@callirose2003​ The mobile app did have an update this week, but so far we haven't heard of it causing any issues like this. It is certainly something worth investigating! I've gone ahead and opened up a ticket with our escalated Support team on your behalf. A specialist will reach out to you soon to get to the bottom of this.

8 Messages

I feel your pain.  I am having the exact same problem.  I have done everything that you have done to no avail.  I spent over an hour on phone with Tech support and nothing has changed.  Email and Push notifications work fine.

8 Messages

I am having the exact same problem since app was last updated.  Called tech support and on phone over an hour and problem still persist.

2 Messages

9 months ago

I'm also having this issue. Mine started occurring 9/19. Today is 9/21. Android. I get push but not text.

Thank you

This comment was created from this reply

Community Admin

 • 

3K Messages

@tomterky​ The other users in this thread reported this as the result of a test our devs were running. That test has since finished, so we'll have to do some troubleshooting to retrieve your text alerts.

From time to time, we'll need to re-verify that the phone number you put down to receive text notifications is still yours. In the SimpliSafe mobile app, navigate to Menu > Alerts & Notifications and see if you need to verify your phone number.

If you do not need to verify your phone number, it may help to ensure that your alerts are setup properly. Also, if you have Verizon or AT&T as your wireless carrier, they may have disabled your phone's ability to get text messages sent by email. We explain how to reverse that in this Help Center article

If the above steps still don't retrieve your text notifications, our Support team is always here to help with live troubleshooting.

10 Messages

8 months ago

As a bit of helpful information:  I've now learned after speaking to 3 different CService reps on the phone ... that unless you pay for the top level "Fast Protect" monitoring you will no longer be able to send SMS notifications to others for anything other than alarms going off.  No more activity alerts nor system issues SMS will be sent.  So, if you pay for "Standard Monitoring" level you will lose this feature.   This is quite the disappointment since I bought and pay for monitoring for my parents home and they do not have cameras at all and do not need cloud storage and the top level features.  $10/mo extra just to be able to let us kids know their alarm was indeed turn on/off in Home mode is pathetic. 

New to the Community? Get started by reading our Welcome Article and please be sure to review our Community Guidelines before posting.