‎CAN'T CANCEL PLAN! | SimpliSafe Support Home
mhaslam5's profile

Thursday, June 20th, 2024 9:07 PM


I have actively been trying to cancel monitoring since Jul 2023 to no avail.  My daughter registered her system using her college email address in 2019.  Because she no longer has the base (thrown out during two moves), I am told they can't cancel the service and I am still being build monthly.  I have the original receipt for the 2019 purchase. I have been on the phone with CS more hours than I can count.  I was redirected to the email address CEO Escalations and got the same responses I did over the phone.  Basically that there's nothing they can do without the base.  

I have no intention of paying this company for the rest of my life.  Filing a complaint with every agency possible starting with the dept of consumer protection, BBB and if necessary with the Attorney General in my state.  This is the absolute worst customer service I have ever had.

Community Admin


3.1K Messages

28 days ago

Hi @mhaslam5, 

I'm sorry to hear about all of this trouble. In order to cancel a monitoring plan, our agents need to verbally confirm your account's Safe Word. If you cannot remember your Safe Word, you can find it in the SimpliSafe mobile app by following the instructions listed in this article in the Help Center. 

But if a Safe Word was never created, or you are subscribed to a plan that doesn't include one, our agents will need to verify the Base Station's serial number to cancel your monitoring plan. The serial number can be found in the SimpliSafe mobile app if you navigate to My System from the navigation bar at the bottom of the screen > Location Settings > Account ID

3 Messages

Again, my daughter used her college email address to register the system back in 2019.  She doesn't remember her pw so she can't reset it since she no longer has access to that email account.  

I find it hard to believe with all the account information I provided (receipt for purchase, her old email address, current email address, etc.) that no one at SimpliSafe can't cancel the account.  Clearly from other posts I can't be the only one with this issue!  

Community Admin


5.6K Messages

@mhaslam5​ as a security company, we have to be strict about protecting our customers' accounts. Info like email and physical addresses, and even payment info, can be obtained by unauthorized parties. So we use the Safe Word - a secret word that only the customer should know - to verify that whoever is calling should have access to the account. Again, our first priority is always to protect our customers, and these protocols are an important part of that.

 If you or your daughter are able to come up with possible words or phrases that she may have used for her Safe Word, that might help. Usually it's something important but easy to remember, like the name of a pet or a loved one. When you call our Support team, you can try multiple times and hopefully you can get the right one.

We understand and apologize for the inconvenience. But you also mention on a different post that you've already taken steps to dispute the charges with your credit card company. That may be the best route for you at this point.

1K Messages

28 days ago


I'm pretty sure its illegal to charge for a service you're not receiving.  What you do is up to you.

Change cards, call your bank and block if they will, bank customer service these days isn't exactly stellar either. While speaking with the CC supplier,  file a fraud charge. IANAL


3 Messages

I agree. I've filed a complaint with the credit card company and have to send in some paperwork but I think a call to the Department of Consumer Protection can't hurt either.  Thanks for your reply

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