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harveylaurak's profile

Saturday, September 10th, 2022 1:22 AM

Alerts No Longer Working After Downgrading Plan

I downgraded from the fully monitored plan to the self-monitored plan (9.99/month). The representative told me that I would still get motion alerts and secret alerts when the door was open, and that the videos would still be on my timeline. Since that change (Wednesday night and it's now Friday night), I haven't gotten any alerts and there is no activity on my timeline and there are no recordings. I can still see live video, so the camera is working. 

can someone help me troubleshoot this?

Captain

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5.7K Messages

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120 Points

1 year ago

@harveylaurak I thought I had this topic nailed, that is, until I read the support article in the support center on monitoriong plans.

https://support.simplisafe.com/hc/en-us/articles/360023809972-What-are-the-service-plan-options-#h_01EJYDZ2QRN054MFDFD2FZQGVN

If I am reading this correctly (could be doubtful :-)  in the grid it appears SMS and push notifications are checked for your plan, yet when you read the bulletpoint area, it appears you do not. As I have the Total Interactive plan (best value in the industry in my opinion) I don't have first hand experience.  Do suggest you call support back and get your actual plan details confirmed.

Please post your outcome here after the call. Thanks!

Community Admin

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5.2K Messages

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70 Points

1 year ago

Hi @harveylaurak ,

As the Captain mentioned, the Self-Monitoring with Camera Recordings does inherit all features of Basic App Control - including Push Notifications for alarms and errors. But it doesn't have features of Interactive Monitoring, like SMS and email alerts. So if you have the app on your phone, the alerts should come from there - rather to your text or email inbox.

But regardless of what plan you're on, so long as your Base Station is still connected to Monitoring, you should be getting all those logged events on your Timeline. Since that's not happening, I suspect that something has gone wrong with how your service has been set up. I strongly suggest giving our Support team a call again at 800-548-9508 so we can get it fixed!

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