The problem you're encountering is that the Master Keychain Remote is programmed specifically for one Base Station at a time. This is to prevent data corruption or other programming issues.
When you plugged in that Keychain Remote in a new Base Station, the Keychain Remote wasn't recognized. So the Base Station is trying to ask permission to wipe everything in that Keychain Remote and replace it with new settings. Unfortunately, it sounds like that newer Base Station already is configured with its own PIN, so even if your Keypad was connected to it, it wouldn't have accepted your PIN input.
However, there's a couple things we can do from our end. First, as @WS729 suggests, when we replace a Base Station for you, we typically preprogram it with all of the sensors already in your system. So we could either send you a new replacement, or remotely access a Base Station that you already have and edit settings there.
I do see that you may have already been in contact with our Support team today Hopefully they were able to take care of you! Let us know if you need anything else.
Thanks, Johnny. I tried to call today, but after the long wait the hold music stopped, I heard 1 ring tone and then nothing. So, I gave up and tried emailing through the "Contact Us" section of the website, but no reply yet. It sure would be nice if the support number would take a number and call people back so they don't have to sit on hold for 45 minutes only to have the call drop. We love our SimpliSafe, and the tech support people are very helpful. It's really a shame that customers have to waste so much of their day just trying to get some help. I guess I will have to call and try to get through again. This will be my 4th call this week.
Thanks. SS sent me a replacement base when the upgrade module didn't work. I believe it was for the 4G but not sure. Thanks for the tip. I will call early and try sales vs. tech.
I am having similar issues, I received and upgraded unit, I have installed new base and sensors but unable to use the app or online because previous base "account ID" is linked to my account and I am unable to edit that, I refuse to sit on hold again for 45 plus minutes. I emailed them. we'll see if I can get help.
undeleted
1.2K Messages
3 years ago
https://simplisafe.com/forum/customer-support-forum/installing-and-using-simplisafe/replacement-base-station-1
The problem you're encountering is that the Master Keychain Remote is programmed specifically for one Base Station at a time. This is to prevent data corruption or other programming issues.
When you plugged in that Keychain Remote in a new Base Station, the Keychain Remote wasn't recognized. So the Base Station is trying to ask permission to wipe everything in that Keychain Remote and replace it with new settings. Unfortunately, it sounds like that newer Base Station already is configured with its own PIN, so even if your Keypad was connected to it, it wouldn't have accepted your PIN input.
However, there's a couple things we can do from our end. First, as @WS729 suggests, when we replace a Base Station for you, we typically preprogram it with all of the sensors already in your system. So we could either send you a new replacement, or remotely access a Base Station that you already have and edit settings there.
I do see that you may have already been in contact with our Support team today Hopefully they were able to take care of you! Let us know if you need anything else.
Johnny M.
SimpliSafe Home Security
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coltmaster1
Advocate
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2.8K Messages
3 years ago
If so, you have to call SS to "activate" that new module. They've been sending them out to SS2 users but forgetting to activate them on SS's side.
Don't know for sure if this is the issue, but either way, call them. Try calling early mornings when they first open (9am ET) and press #1 for sales.
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skasolgmailcom
2 Messages
3 years ago
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coltmaster1
Advocate
•
2.8K Messages
3 years ago
Again, call early morning, 9 am ET, press #1 for sales, someone should answer sooner.
Also, please edit your post to remove your email address, for your privacy and to prevent spamming.
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