3 Messages
Service unable to charge credit cards on user setup
We received a 5-year-old system from a friend of a family member who passed away. The system was working fine in his and his monitoring service was canceled. Upon trying to set up the system in our house the setup app keeps refusing to move past the Credit Card/payment screen. We've called customer support on six different occasions now and cannot get through to anyone who can help us. The support people keep having the same problem, yet they have no solution. We've tried multiple CCs and we've called the credit card company, the credit card companies say the cards are fine and no charges were attempted by SimpliSafe. The last customer service rep tried to tell us we needed to purchase a new basestation, lol. The basesatation is working just fine, reacting as it should to the various sensors. Can anyone suggest a solution besides going with a different alarm company?
simplisafe_admin
Community Admin
•
1.2K Messages
1 month ago
@davidse When attempting to add a new payment method to your account, do you see any type of error message? If an error is presented, that can help us pinpoint what the issue is.
And have you already tried adding your payment method in using the Online Account, or does it give you the same result? The How to Update Your Payment Method article in the Help Center will take you through the steps of doing this in the Online Account.
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