Changing time zone

I could not find Timezone under the Monitoring tab on my online account--schedule arming went off an hour early and the app is apparently not using the timezone on my phone--how do I change it

@harriet_c​ I am a paying customer and I am having an issue with the time change we just had this past weekend. I live on the east coast and I have the phone app set to automatically turn the alarm on to Home every evening. Last night, it did this 1 hour earlier and so I contacted support via text and they don't have any good answers on how to fix this. One agent told me to uninstall and reinstall my phone app. You said to go to Monitoring in the web app, which I did and I do not see a setting for time or time zone.  As a reminder, I did not change time zones, it was the change to EDT that is causing the issue. So, what is the right way to fix this?

@stevecopertino​ If you select the "Monitoring" tab in the web app, you should see an option to edit your time zone underneath your monitored address. Are you still experiencing this with your arming schedule? If your arming schedule is still one hour ahead after daylight savings time, I would recommend deleting it and recreating it.

Hi @davenelson,

Unfortunately, we do not support/operate in Canada. For changing the timezone, it does currently need to be a monitor-able address. We have passed along this feedback to the team for future consideration. Thanks! 

@harriet_c​ 

Did you, a SimpliSafe employee really say that?  Canada / US and where you operate has nothing to do with time zones.  There are six in the US, excluding territories.  This person, no matter where they live in the world, can’t change the time zone unless they pay the monthly monitoring fee. 

Why keep stringing folks along.  Just say, ‘sorry, you can’t unless you pay the fee’.  You know it and every purchaser eventually knows it.  

bad product and bad company.  

That’s the same account that said that is not the case, all users can change their time zone. This is mind blowing. 

Hi @qudshu​, thanks for the details. Out of curiosity, are you able to save other settings to your system - such as arming/disarming the system or changing device settings?

It might be best to reset your Base Station. To do this, you'll want to follow the steps here. You'll simply unplug the Base Station from power, and use a Phillips head screwdriver to remove the battery cover - then remove a single battery and wait 1-2 minutes. After that, reinsert the battery and reassemble the Base Station.

After that, try to change your time zone one more time. If the issue persists, let me know and I can dig into this further with you.

Why keep posting options to ‘try this’ or ‘try that’.  Changing the time zone doesn’t work unless you pay the monitoring fee.  That’s how they encourage you to pay for the monthly service fee.  But they won’t come right out and tell you that. 

bad product and bad company.  

I got the same error. I opened Chrome's developer console and saw the actual error message I get when trying to save my timezone/address on a self-monitored address is this:

> ss-control-panel.js:4 Error with HTTP status 400, type 'InvalidParameter' for parameter 'sid' with message "Invalid parameter: 'sid' - Reason: Subscription cannot be activated with payment not belonging to user"

I get the same error in the developer console in Firefox as well, so it's not browser dependent. Seems updating the timezone does have something to do with my subscription status. This may be a bug in the webapp though.

After some experimentation it seems a workaround customers can do on their own is to fill in payment details and save them (you DO NOT need to start a plan to enter payment details for this workaround). After that you can freely edit your timezone/address.

It would be better if updating the address didn't require payment information being present, and even better if you could update the timezone without entering the full address, since the timezone gets used for mobile push notifications regardless of whether you have a monitoring address saved.

I contacted support and they were able to update my timezone/address before I figured out the workaround. I asked the support person to create a bug report to the engineering team since this is definitely a bug.

@jaclyn_pickard​ Have you traveled at all recently? The timeline in the SimpliSafe app displays the time zone from your phone's location; so if you traveled somewhere in the eastern time zone that could explain this.

If you have not traveled recently, I would recommend resetting your Base Station. You can do this by taking the following steps:

1. Unplug the power cord from the Base Station, and use a Phillips Head screwdriver to remove the screw below the plug
2. Remove the bottom cover and remove one battery from the Base Station
3. Wait 30 seconds
4. Reassemble the Base Station by inserting the battery, cover, and the power cord
5. When powered up after the reset, the Base Station will say "Welcome to SimpliSafe"

@bgtrotter​ I was texting with online support and they can't seem to fix anything. They said last night they would fix on their end and it's still not fixed. I did not change time zones, this is due to the change to EST/EDT and they told me to uninstall my app and reinstall it - but this was basically a guess by the support agent. I means WTH? They should know this stuff. 

@toborchardt​ You can change your system's time zone regardless of whether you have a monitoring plan or not. This change can be made in the SimpliSafe Web App by taking the following steps:

1. Log into your account at webapp.simplisafe.com
2. Click Monitoring on the navigation bar on the left hand side of the screen
3. Scroll to the bottom of the page where you will see the Time Zone option
4. Click the drop down arrow to select your location's time zone
5. Once you make your selection, click Save to save this change

Ok, seems simple enough.  You need to use the website, not the app.  After following the instructions from emily_s, I was able to change from EST to CST.  Let's see how long it lasts given others' experiences.