‎Not receiving SMS text alerts when system is armed or disarmed | SimpliSafe Support Home
 
callirose2003's profile

Thursday, August 17th, 2023 9:12 PM

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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?

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

SMS Activity Alerts missing for some users

Community Admin

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3.1K Messages

11 months 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. 

6 Messages

11 months 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.

Community Admin

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3.1K Messages

@callirose2003​ The mobile app did have an update this week, but so far we haven't heard of it causing any issues like this. It is certainly something worth investigating! I've gone ahead and opened up a ticket with our escalated Support team on your behalf. A specialist will reach out to you soon to get to the bottom of this.

8 Messages

I am having the exact same problem since app was last updated.  Called tech support and on phone over an hour and problem still persist.

8 Messages

11 months 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.

5 Messages

11 months ago

I have also been experiencing this same issue immediately following the update.

4 Messages

11 months 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.

Community Admin

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3.1K Messages

11 months 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.

2 Messages

11 months ago

Same issue.

6 Messages

11 months ago

If we could get a tech support to provide an update to this issue that would be great. 

8 Messages

@callirose2003​ 

Update:  I am now getting text messages after arming and disarming but I stopped getting Push notifications.  They fixed the text message problem but now I have a problem not getting Push notifications.  This happened after I got a call yesterday from Tech and said they were applying a fix.

18 Messages

11 months 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.

4 Messages

11 months ago

I am now getting text messages again, magically.

8 Messages

11 months ago

As of today everything is working like it should.  Getting all messages now. Text, Push and Email.

Thanks SimpliSafe.

5 Messages

11 months ago

My issues are resolved as well…thank you.

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