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des6319

2 Messages

Monday, May 24th, 2021 9:36 PM

Base station replacement

When my system wasn't working, simplisafe sent me a new base station, but no way to change the serial number in the system and no one there will respond to emails. Any suggestion? I plan on getting rid of this garbage service at the end of my paid and not monitored period.

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2 years ago

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alarmuser1000

1 Message

2 years ago

@davey_d The instructions you posted above for moving to a new base station are helpful, but they are missing a critical first step. I found this information on your support site here. The support article is called "Replacing My Base Station and Transfer Service to a New Base Station"  The missing steps are: 

You will also need to complete the following steps prior to getting started:

  1. Unpair any Smart Locks, Outdoor Security Cameras, or Smart Alarm Wireless Indoor Security Cameras in use by this system.

    1. To unpair Smart Lock, go to the three-bar menu and select My System > Device Settings. Then tap your Smart Lock and choose ‘Remove Device’.

    2. To unpair Outdoor Security Camera, go to the three-bar menu and select My System > Camera Settings. Then tap on your Outdoor Camera and choose ‘Remove Camera’.

  2. Disarm your system by setting its status to ‘OFF’.

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davey_d

Community Admin

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5.7K Messages

@alarmuser1000​ yep, that's right. Since I posted that last comment two years ago, we've made changes to our instructions to support newer additions to our product lineup. I definitely recommend following the instructions on that page.

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2 years ago

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captain11

Captain

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6.3K Messages

4 years ago

@des6319  I suggest you pick up the phone and call them. They are open daily, 8am to midnight eastern.

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davey_d

Community Admin

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5.7K Messages

4 years ago

Hi des6319,

Sorry about the confusion. We also responded to your post in this thread.

When your Base Station shipped, our system automatically sent you an email invoice. And it's easy to miss, but instructions for installing the new Base Station (including updating the serial online) are also included. For your convenience, here are those same instructions:

Step 1: Remove the Old Base Station

  1. Unplug the old Base Station from the wall.
  2. Use a Phillips head screwdriver to open it's battery compartment and remove one of the backup batteries.
  3. Return the old Base Station (including the batteries and power adapter) to SimpliSafe using the enclosed, pre-paid USPS mailing label.
  4. Remove a battery from all Keypads.

Step 2: Set Up the New Base Station

  1. Remove the Battery Activation tab.
  2. Plug the Base Station into the power outlet.
  3. Your existing sensors should already be pre-programmed in this replacement system. Please test them to make sure everything is working correctly. You may need to set your PINs and WiFi again.
  4. Log in to your account at SimpliSafe.com (http://simplisafe.com/account). At the bottom of the menu section on the left, click Activate Monitoring.
  5. On the next screen, select "Upgrade Existing Service' then select the location for the new Base Station and click Next. Enter the new Base Station serial #, found on the bottom of the Base Station.



Let us know if you have any more trouble!

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Cheezybeatz

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@davey_d​  I was wondering does this apply to first time customers that have yet to even activate monitoring because of the original device we had was not working so they sent a replacement I have my sensors and everything linked to the one I'm using now but ss just sent me out a new one and said he will call me but my phone is off so I'm scared I won't be able to talk to someone other then thru my app/chat

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2 years ago

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