‎Can't Scan Camera's QR Code | SimpliSafe Support Home
 
koolgeeks's profile

Friday, February 9th, 2024 2:53 PM

Can't Scan Camera's QR Code

Seems that a class action suit is the only way any action will be made by Simplisafe. I've done all the same steps as others have outlined here and the refurbished replacement they sent me will not read a QR code even when trying in the middle of the night with near complete darkness behind my bright phone...the cameras are garbage thus making the rest of the system worthless...

This post was created from this reply on different post

Community Admin

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2.7K Messages

2 months ago

Hi @koolgeeks, 

I broke your comment off into its own post so we could continue to troubleshoot here.

When scanning the QR code, we want to make sure it’s being done in a well-lit room. So if you’re installing a Video Doorbell Pro I would try scanning its QR code during the daytime, and if you’re installing a SimpliCam there should be lights on in the room. We also want to make sure that the camera’s night vision is off when scanning the QR code.

I have also seen users experience success by slowly moving the phone closer, and then further away from the camera to have it scan the QR code. Or by taking a screenshot of the QR code and opening it up in their camera’s library.

But if this doesn't help please let me know and I can get you in touch with our Specialist team for further assistance.

3 Messages

When I say I've tried everything I wasn't exaggerating. I followed every suggestion here (https://support.simplisafe.com/articles/app-support/why-wont-my-qr-code-scan/634492814a42432bbd44f9f0) and anything else I came across. I got my replacement yesterday afternoon and tried for hours to get it to scan, so I thought well let's try it at night so there is nothing else in the background and I'll cover the top of the lens so the IR isn't on - no change. Tried it all again using my wife's phone - no change. My password is all plain characters and I've been able to copy that QR code and see that it is valid. Deleted and reinstalled the app - no change.

It should not be required of me to keep it mounted and stand outside, endlessly moving my phone around embodying the definition of insanity. I'm already annoyed that the replacement is refurbished but clearly it's also a lemon.

3 Messages

Also, my base station is within 8 feet of my front door where this doorbell is installed.

Community Admin

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2.7K Messages

@koolgeeks​ Understood! I absolutely hear you, and we're going to do everything we can to get this Video Doorbell installed. I've escalated your case to our Specialist team for further assistance. A senior specialist will reach out to you ASAP.

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