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ketpiano

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Wednesday, January 19th, 2022 6:20 PM

Trying to upgrade system

OK, I'm having a problem... I have the old system. I'm in my dashboard and I click on "Shop for new devices", I then get to the store landing page and it immediately redirects to verify the browser. I do this and it brings me back to the store but I'm logged out. I go through and build a new system and add it to the cart... then it asks me to sign in (which I do) and I get the verify browser screen again, which I do again, and it brings me to the dashboard and nothing is the shopping cart.

If I then skip logging from the store, it brings me to a page that says my shopping cart is empty and to log in to shop. Does Simplisafe not want me to buy anything? I've tried multiple browsers

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Updated 

3 years ago

296

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captain11

Captain

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6.3K Posts

3 years ago

@ketpiano  authentication issues aside, SS will be more than happy to upgrade you and take your money with a quick phone call.  Call the toll free support #, hit the sales prompt and they will pick right up.

As far as the authentication issue, I too at times have experienced issues with having to do the process over and over again, and then the issue disappears.  Adblockers and other browser extensions can cause issues so I would call tech support on that.

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coltmaster1

2.8K Posts

@captain11​ 

In my opinion, any retail site wanting to attract customers to buy your product, should have a worry-free shopping/checkout page that isn't quite the mess as SS'.  I've heard of the OP's issue several times now, and even today, from the online account, it's now requiring a third login/verification (despite already being logged into account), at least for me.  This is not normal, nor have I ever had to deal with issues like this, multiple times, from any other retail site on the net -  having to call support and wait for however long, get cut off, just to order a system or component isn't condusive to a good online shopping experience and it's not like SS isn't totally aware of the issues - they just refuse to fix them, and...   why?

P.S. adblockers and extensions cannot be the sole issue, as SS likes to claim.  I have zero adblockers (except for the built-in, which doesn't create a problem on any other website) and never had extensions until last week in which that extension is specific to one site only.  Just sayin'.

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3 years ago

0

davey_d

Community Admin

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5.7K Posts

3 years ago

Hi ketpiano,

 

Apologies for the difficulties. Are you trying to do this via the SimpliSafe app on your phone, or on the web through a desktop computer? It sounds like what's happening is that the website is having trouble keeping track of your info. If you have an AdBlocker or similar extension installed on your browser, that could be preventing the code from working properly.

 

But as @captain11 says, our Support team at 800-548-9508 would be more than happy to take care of the purchase for you!

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coltmaster1

2.8K Posts

3 years ago

Davey, when there's no extensions, then what?  Sorry, but how come none of these things ever get fixed? (the multiple logins, different platforms requiring separate logins and verification, and now the shop page also requiring a separate login but looping/requesting login/verification, over and over).  Even if it's a few people having issues (I'm wagering it's far more than a few people), not one customer should have to deal with this, least of all, for months and months.

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davey_d

Community Admin

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5.7K Posts

@coltmaster1​ at the time when OP posted, I knew that there wasn't a widespread issue with the site - but clearly, there's a bug that we'd need to squash. So I was looking for factors that would make their setup different, and could be causing it. The more specific we get, the easier it is for our lab to replicate the issue so we can figure it out.

Regarding your own login concerns with having to log in every time you switch to a different site, the system is actually behaving as currently intended. So it's less of a fix, and more of an improvement. And that takes more time.

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3 years ago

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coltmaster1

2.8K Posts

@davey_d​ 

Sorry, I don't see that as "improvement", I see it as a total PITA!  SS is the only site on the planet set up to require login/verification on account, forum, shop page (I hope to god there isn't more).  Most of the time, I don't HAVE time, which means, I don't even want to log in anymore, not even to view account, which is actually, kind of necessary, but SS has to make it as time-consuming and difficult as possible?  :(  

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3 years ago

0

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