6 Messages
Not receiving SMS text alerts when system is armed or disarmed
I am unable to receive SMS text messages with my system is armed/disarmed any longer since yesterday. I still receive email messages even when systems is armed/disarmed. I’ve called multiple times, speaking with different customer service reps, over 2 hours and none of them have been able to resolve this issue and they told me system is working properly. I have 1) unplugged/removed batteries from base station; 2) put new batteries in the keypad; 3) uninstalled and reinstalled the Simplisafe app; 4) removed and added my cellphone number on the app; 5) verified SMS and email alerts received under Push Notification in the app; 6) made sure the number was not blocked on my phone and not on do not disturbed; and 7) system was refreshed multiple times through the app.
The only SMS text alerts I receive is when the base station is unplugged/not working, sensor triggered and verification codes sent by customer service support team. The only time I do not get the SMS text alerts is when my system/keypad is armed and disarmed. Any suggestions? Maybe this is no longer an option when receiving SMS text alerts when system is armed/disarmed?
emily_s
Community Admin
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3.3K Messages
1 year ago
@callirose2003 It is still an option to receive SMS notifications when your system has been armed or disarmed. You should certainly be getting those messages. If your carrier is Verizon or AT&T, I would also check to make sure the ability to receive email text messages isn't blocked. This Help Center article explains how to check for this setting.
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callirose2003
6 Messages
1 year ago
I've already checked with AT&T and there is no spam or block numbers on this end. In fact I was told everything is working properly with them. I believe it's a software issue with Simplisafe that is not allowing me to receive SMS notifications when system is armed or disarmed. Otherwise I would not receive ANY SMS notifications. I heard that the company recently updated their mobile application so I wonder if that is the issue. I would really like this issue to be resolved. Could someone checked to see if there is any issue with the software or mobile update that may be causing this problem ? Thank you.
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mikedriggers
8 Messages
1 year ago
I feel your pain. I am having the exact same problem. I have done everything that you have done to no avail. I spent over an hour on phone with Tech support and nothing has changed. Email and Push notifications work fine.
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snoshuhare
5 Messages
1 year ago
I have also been experiencing this same issue immediately following the update.
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djarumastro900
4 Messages
1 year ago
I have had the same problem since August the 18th. There are two numbers on the account both with Verizon and we aren't getting status texts.
What is interesting is we did get a sensor error text yesterday. However, no alarm activity texts since the 18th.
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emily_s
Community Admin
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3.3K Messages
1 year ago
Hi everyone,
Thank you for reporting this! We have forwarded this case to our engineering team for them to look into. Someone may reach out to you to help further their investigation. Once we hear back from our engineers, we will let you all know.
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luannglidden
2 Messages
1 year ago
Same issue.
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callirose2003
6 Messages
1 year ago
If we could get a tech support to provide an update to this issue that would be great.
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simplisteve
18 Messages
1 year ago
Same issue for me. I've spent too much time with SimpliSafe people addressing this and troubleshooting with them and now waiting for the fix. I didn't see anyone mention if they were using an Android or Apple device. I use Android and I believe that that this issue started because of the latest August update. Time will tell as to what/when the fix comes from SS.
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djarumastro900
4 Messages
1 year ago
I am now getting text messages again, magically.
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mikedriggers
8 Messages
1 year ago
As of today everything is working like it should. Getting all messages now. Text, Push and Email.
Thanks SimpliSafe.
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snoshuhare
5 Messages
1 year ago
My issues are resolved as well…thank you.
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