Technical Support Requested my Safeword
I recently contacted SimpliSafe technical support (via chat) to troubleshoot a non-working sensor. The representative took me through a series of troubleshooting steps and concluded that the sensor had failed. She said that the sensor was covered under warranty and that she would send a replacement. In order to process the replacement she asked me to provide my SimpliSafe alarm Safeword through a secure form. She sent me a link to the secure form.
I felt very uncomfortable providing my Safeword in order to have a replacement sensor shipped out. It seems that my Safeword is between me and the alarm monitoring service. I have an online SimpliSafe account. I ordered my system online directly from SimpliSafe. I’ve placed several online SimpliSafe orders for additional sensors. In none of these cases was I required to provide my Safeword.
So now I’m concerned that my Safeword has been compromised.
Is it normal practice for a SimplSafe representative to ask for the Safeword in order to process a sensor replacement?