‎Unable to add 10th Camera to Monitoring Account | SimpliSafe Support Home
 

8 Messages

Tuesday, February 14th, 2023 8:03 AM

Closed

Investigating

Unable to add 10th Camera to Monitoring Account

Currently, I have 10 cameras installed, which is the max according to the app.  Occasionally, when I've added a new camera or replaced an existing one (which is deleting then adding one), it doesn't record video.  It does show in the SimpliSafe app as one of my cameras, it shows a live feed, etc.  Just no video recording because it's not part of the subscription for some reason. 

Thanks in advance for any suggestions regarding how to make sure the new camera is part of the subscription and recording videoresolve this.

The app is not adding the new camera automatically to the subscription, nor is there anything obvious I can see in the app in terms of manually making sure it's part of the subscription and recording video.

Specifically, today I replaced a camera, and after setup was done, I see the following from Camera Settings:

Notice it says 9 subscribed cameras, though there are 10 total.  I Promise, though I cropped the image.  When I click Upgrade, I see the following which confirms that I have nowhere to go in terms of upgrading my plan:

When I check the new camera in question, I see the following when I click its timeline/history:

At this point, if I click Learn More, I see the same content as I pasted above which suggests my subscription should be able to accommodate the new camera.
I don't know where to go from here.

This conversation has been merged. Please refer the main conversation:

Unable to add cameras to account, prompted to upgrade plans

Community Admin

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3.4K Messages

2 years ago

Hi @microprint314, 

Yes, with Interactive Monitoring you can add up to 10 cameras to your system. Have you tried logging out of the SimpliSafe app and logging back in? I also recommend removing the SimpliSafe app from your device and then downloading it again. Please let me know if that works for you or not.

8 Messages

@emily_s​ Neither logging out/into the app nor removing/reinstalling the app made a difference.

Community Admin

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3.4K Messages

@microprint314,

Got it! One last step, could you please remove this 10th camera from your system and then reinstall it? If that doesn't work, let me know - I may need to send this to our engineers.

8 Messages

@emily_s​ I removed and reinstalled the camera in question.  That camera is now part of the subscription and can record video, but one of my other cameras is now excluded.  So still only 9 out of 10 of my cameras are part of the subscription and can record video.

Community Admin

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3.4K Messages

Hi @microprint314,

Got it, thank you for trying. Your case is being sent over to our engineers for further investigation, because you should be able to connect 10 cameras to your system with no problem. Someone will reach out to you to discuss this further. 

5 Messages

microprint314, thanks for explaining the problem so precisely. 

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