‎Do you need the monitoring service to use the Mobile App? | SimpliSafe Support Home
 
josh_06959d's profile

Sunday, December 19th, 2021 3:43 PM

Do you need the monitoring service to use the Mobile App?

I have been a simplisafe customer for a couple years but have never used the monitoring service and never considered using the app.  We are  considering getting the monitoring service now due to some break-ins in the neighborhood but regardless can I use the mobile app if I don't have a monitoring service plan?

Accepted Solution

729 Messages

2 years ago

Yes, you can use the app to Arm/Disarm Remotely, get Push Notifications, Alarm, Error, and Camera Alerts, and access your Timeline without monitoring provided you have SS3. All other features require paid monitoring of some level.

Additionally, you can try paid monitoring free for one month.

What are the service plan options?

As the link states, without a monitoring plan, you will not have access to:

24/7 professional monitoring and law enforcement dispatch

24/7 fire and emergency medical monitoring and dispatch

Download video recordings from the app to your phone

Etc.

(edited)

27 Messages

2 years ago

Yes , You can use to push notification alarm error and much more!  Simplisafe provided the app for monitoring service .For this you have to buy a subscription plan.

Or You can also try premium monitoring for free for a month.

5 Messages

2 years ago

I was told by a customer rep that I can activate my free month monitoring and if I decide that I do not want to continue with that I can cancel and continue with “basic app services”. This includes push alerts, remote arm/disarm system, alarm triggers by any of your sensors including water, smoke and CO sensors as well as error conditions. You MUST activate monitoring when you install system first. Is this accurate?

1 Message

2 years ago

good luck trying to cancel the free month.  I'm still on phone hold after 22 minutes because you have to call in but no one ever answers.   Think twice.

Community Admin

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5.5K Messages

@JEKaslow apologies for the extreme wait. As I understand, our Support team had a very busy holiday weekend. But if you weren't able to get through, you should have an easier time today.

Captain

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5.9K Messages

@davey_d​ Fill in the blank (Comcast, ADT, Sirrius Radio).  Not acceptable. I would have chosen the Customer Service option, on a recorded line, authenitcate, say cancel, confirm they heard, say thank you and would be gone in a NY second.

1 Message

8 months ago

We just recently installed our SimpliSafe system. We want to use our SimpliSafe system without any monthly plan. I keep reading online, on Youtube, on Amazon reviews and on this SS Community Forum that much of the functionality of the app would be disabled if we do not sign up for any monthly plan. Many responses on this subject I saw online were from at least six months or years ago. Have SimpliSafe changed its "app without subscriptions policy" since?  I hear that Ring and Nest Alarm allow you full use of their app even without signing up for their monthly plan. Can we still use the app on our cellphone to arm and disarm the alarm if we don’t sign up for any SimpliSafe monthly plan? Will someone please give me the latest update on this? Thanks.   John  

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Captain

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5.9K Messages

@johntipo You can arm, disarm and push alerts but that's about it. Note that Amazon continues to push features behind their paywall, not going the other direction.  Before dropping SS, I would research carefully.

As far as cancellation, you do have to call, provide secret word and then say cancel. That's it.

This link should help.

https://support.simplisafe.com/articles/alarm-events-monitoring/what-are-the-service-plan-options/6344794a013ba90af0bce6a4

(edited)

1 Message

@johntipo​ We have SS for about 2yrs now, just recently cancelled the monitoring plan and my app just became useless! Can’t arm or disarm thru the app, it’s asking me to set it up again and everytime i do it wants me to setup a subscription, I can get to the part where i have to connect my Homebase to the wifi but thats where it stops, it wouldn’t connect and app tells me to call customer service! Alarm and all the sensor works but just couldn’t use the app, kinda stupid and frustrating, cause the main reason I went with SS is the ability to have the alarm with no monitoring service.

Community Admin

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2.9K Messages

Hi @arvin519​, 

You can absolutely use your SimpliSafe system and app with our Basic App Control (free) plan. When you called in to cancel your monitoring plan, it looks like your account was cancelled instead of being downgraded to Basic App Control.

If you reach out to our Support team, our agents will be able to reactivate your account under this free plan. 

2 Messages

7 months ago

I just setup my system using the controller pad, and then tried to add the camera. This is when the controller pad advises me to download the app to control my system. So, I did download the app from Apple Store, but now, the only function I have is basic account information, what am I missing? 

Captain

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5.9K Messages

@tim24​ Are you on a monitoring plan? You need to setup  your cameras in the app. I suggest you call support, ask the questions and have them assist you setting your new system up.

3 Messages

thank you.  And we're not on a monitoring plan but will be soon.

Community Admin

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2.9K Messages

@tim24​ As Captain11 mentioned, you do need to add your camera to your system using the SimpliSafe mobile app, but a monitoring plan isn't required to install a camera. I agree with Captain11, I would contact our Support team about this. They'll be able to take a look into your account and help you set up your camera in real time.

2 Messages

6 months ago

I just got a SS system and do not have the monitoring service. I have and outside camera and was expecting a push notification to alert me that someone is on my driveway.  I was told by 2 customer support staff I should get notifications, but they couldn’t help me. I called the technical team team and was told my basic service does not push notifications to me via the app. If that is true, the outdoor camera is a waste of $.

Community Admin

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2.9K Messages

@jimparker41​ Some monitoring plans offer additional types of push notifications, but even if you don't have a monitoring plan you should get notified once a camera detects motion. 

I would first check your camera's settings in the SimpliSafe mobile app to ensure that their motion notifications are turned on. This can be done by navigating to the Cameras tab on the bottom of the screen > tap the gear icon on the top right corner > select [your camera] > Motion Detection > toggle Motion Notifications on > Tap Save in the top right corner to save your settings

3 Messages

3 months ago

I  bought the system at the beginning of the year, trialled the monitoring plan and then cancelled.  Cancelling was just a simple call into the call centre where they outlined the benefits of having the monitoring, but there was no hard sell and they dropped me back to the 'basic app control' (free) plan which is perfect for me.

I still get notifications when motion is detected on the cameras and also if any of the sensors lose contact with the base station etc.  I can arm/disarm from the app, view live camera feeds, it's all brilliant and all for free.  The only thing that's changed with the latest IOS update this week is that you no longer get a notification when the system is armed/disarmed (not sure if that's intentional or a bug (hopefully the latter)), but you do still get a notification if the alarm is triggered.

The whole system is excellent and I would recommend to anyone.

1 Message

This is how mine used to work. Then I stopped getting all push notifications (nothing for when the system was armed or disarmed or secret motion sensor alerts) and support informed me this was actually correct—without monitoring you aren’t entitled to push notifications and I had only been getting them in error. So once they saw I was getting push notifications (how decadent!) they revoked that using the latest iOS update. 

SS is a great idea but confusing and scammy in execution. I was forced into a monitoring trial then had to call and listen to a litany of horror stories basically asking me to agree that yes, I want my family to burn alive instead of paying you money,

before they’d let me cancel.

You really aren’t getting full functionality of the sensors without monitoring. So I’m not thrilled I bought a bunch. After all, what’s the point of secret motion sensor alerts if you can’t get the live alerts/push notifications? If I log into the app they are listed in the timeline but that’s worthless. I’m not staring at the timeline in the app all day to see if someone’s in my house. We now get a push alert if the alarm is actually set off and that’s it. Maybe cameras still get them, idk, luckily didn’t buy those. 

The mass confusion among customer service agents (many told me different things while trying to fix my notifications) and mistakes (didn’t notice the app was giving me extra services for months?) does not inspire me to pay for monitoring. I would rather pay a different company who at least appears to have their act together on the surface. SS can’t even manage that.


Enjoy the notifications while you have them. The honeymoon won’t last.

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2 Messages

3 months ago

I have been getting notifications since I fixed the issue, but the Simply Safe support was not helpful. I wasted about 5 hours with different support teams, including a technical support person who was 100% wrong. He also told me he opened a ticket and months later I have never gotten an update.  After giving up with support, I was able to search online for people with the same issues and made some changes with my iPhone.  We should not need to call SimpliSafe to stop monitoring when I never wanted it to start. You should be required to opt in, not be given it and then forced to call to get it removed...  and then be told by tech support that I won't get push notifications since I don't have monitoring. I also had to force SimpliSafe to give me a customer sat survey to take - they knew I would rate them badly.  Net: the support was terrible with my issue. 

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