‎Keypad panic button going off by itself, repeatedly | SimpliSafe Support Home
 
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Saturday, October 16th, 2021 6:15 PM

Keypad panic button going off by itself, repeatedly

Last night at 2:10am the panic button on the main keypad was triggered, although no one pressed it. I set the system to Off, and the audible alarm stopped.   It then proceeded to fire repeatedly, leaving me no choice, once I fended off all the calls from the monitoring center, but to remove the batteries from the keypad.  Then it stopped, thank god.  After about a dozen false alarms.  

Has anyone else seen or heard of this?  

I suspect the first answer will be that, hey, the hardware went bad.  Somehow I doubt this.  

I'm about to call the support line.

Captain

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6.2K Messages

3 years ago

@mctighe2 You should call asap. A keypad even suspected of doing this should be replaced immediately.

5 Messages

3 years ago

The support person said it could be a hardware problem, and suggested purchasing a new keypad, cost $69, since mine is 3.25 years old, just past the 3 year warranty period.  Meanwhile I tested the four double A batteries in the keypad and found that all four were reading "low', so I'm wondering whether the "hardware problem' could be triggered by the edge condition of the batteries.  I've replaced the batteries and have disabled the panic button the keypad.  If it gets triggered, I am told that it will cause a beep on the keypad but will not trigger the audible alarm, nor alert the system monitors.  We'll see what happens.

Captain

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6.2K Messages

3 years ago

@mctighe2 I strongly recommend you do not use the keypad , remove it from the system and use your phone app for now. Call back on Monday and escalate to a superviosr. At the end of the day, low batteries or not, a panic alarm should not occur.

5 Messages

3 years ago

Simplisafe support has called back to offer me a replacement keypad at no cost.  They're also sending an upgraded "cell module' which is a piece inside the base unit that connects to the monitoring service.  That's very nice of them, I'm pleasantly surprised.

Captain

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6.2K Messages

3 years ago

@mctighe2 glad that Simplisafe responded, especially on a weekend, to address this.  You are patient too, so hopefully a win/win all around. Have a good week.

1 Message

2 years ago

Exact issue woke us 30 minutes ago. The kitchen keypad panic was literally triggering the alarm while I was still on the phone with monitoring from the time before standing in front of the keypad. Of course, monitoring can’t help other than to disable monitoring and customer service isn’t open at night so we had no choice except to remove the batteries from our keypads and base station. I guess I’ll be calling first thing in the morning. 

Community Admin

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5.7K Messages

@thepettets​ so sorry to hear about this! Were you able to get in touch with our Support team? We should replace that Keypad ASAP.

The silver lining is that even while your Keypad is out of commission, the rest of the system is still functional, and you'll be able to arm and disarm through the SimpliSafe app.

1 Message

2 years ago

I just had the same issue.  Multiple panic triggers from one of the keypads.  Rep disconnected the keypad from the base and had me reconnect it.  I also measured the batteries and they were low (1.2vdc). The keypad was not reporting low batteries.  
I replaced the batteries with a nice fresh set and it’s been 12 hours and no new panics.  The rep did say she had seen that before (panics caused by keypad having low batteries).  We’ll see

PS.  She didn’t say anything about replacing f the keypad which is about 2 to 3 years old. 

(edited)

Community Admin

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5.7K Messages

@Steve105​ Repeated panic button false triggers is unlikely to be caused by low batteries. However, in the process of replacing, you did also reboot the Keypad, and that might have done the trick.

But if it starts happening again, a replacement unit is the way to go.

3 Messages

1 year ago

We have been experiencing this problem for over a year now. Most of this time has been spent with the batteries out of the keypad, because we couldn't fix the problem. Call support wasn't helpful at all, and whoever was initially responding to my emails has since stopped. I requested a replacement device so I could finally use my system again properly, but was ignored again. I've done every "fix" they recommended, to no avail. Plus, the call center claimed to fix the problem, but of course did not. The device is defective and I'm incredibly disappointed in Simplisafe.

Community Admin

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5.7K Messages

@kp62410 sorry to hear that the line of communication dropped there. I would suggest reaching out to our livechat or try our main phone line, and a new agent can get that replacement out to you!

1 Message

1 year ago

I juat had this samw thing happen to me. Disconnected keyfobs vause we dont use thwm and unplugged the batteries from the keypad. So thats cool. 

Community Admin

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3.4K Messages

@spm1209​ If you haven't already, I would strongly recommend reaching out to our Support team for a new Keypad.

3 Messages

1 month ago

Just happened here at 1:30am.  I suspect they have identified the issue as a hardware problem in the keypad as they are sending out a new one no questions asked.  System is well past any warranty.  Wondering if I need to proactively replace everything at this point.

3 Messages

@jsewell​ see my comment below on jszydlik26's comment!

2 Messages

1 month ago

I just had this happen to me last night! No one was helpful over the phone and made me feel like I did something wrong. I put system in home mode and got in bed and then 5 minutes later the alarm was continuously going off saying the panic button was triggered when no one was near it. The lady on the phone said I needed to replace the batteries in our motion sensor but that doesn’t make sense as to why the panic button was triggered. I’m very frustrated by this because then a few hours later the alarm went off again. We have a baby at home and was nervous we would alarm her and wake her up. 

3 Messages

@jszydlik26​ sounds exactly like us about 2 years ago! Making them replace our keypad worked for us. I think I actually managed to get them to do it via email. I explained what happened and that the device was defective. They replaced it finally! I didnt have a warranty either. It hasn't happened yet with our current device. 

3 Messages

@jszydlik26​ 

Sorry it happened to

you as well.  To disable the continuous triggering of the alarm, SS went into the Keypad settings and disabled the panic button.  I checked the app and I could have done this as well, just wasn’t aware of the capability.  

Community Admin

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792 Messages

@jszydlik26 We apologize to hear about this experience - the Panic Button on your Keypad certainly isn't behaving the way that it should. We have gone ahead and forwarded your case details to our escalated Support team. A senior specialist will contact you soon to help get to the bottom of this.

Captain

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6.2K Messages

@simplisafe_admin​ Nicely done!

Captain

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6.2K Messages

1 month ago

@jszydlik26 when you get suggestions like that, you politely ask to escalate the call to a supervisor..and SS and any reputable company will upon request. Years ago I purchased a Dell Computer at Costco, brought it, home, plugged it in and immediately got a disk error.  Called support and was first question "Was it plugged in?". I asked for a supervisor, got one on the line and first question was "Is it plugged in? and second "Please shut off and turn it back on.".. I thanked them both, hung up and returned it.

Move ahead to two years ago and my keypad died. Called SS, said to replaced the batteries, I replied "already done" and next was to "remove the plastic lens over the display". (Spoiler alert: it doesn't move and is attached permanently) so I asked for a supervisor, said "before we start, please listed to my conversation with your tech"; she came back on the line and said an order for a nc replacement keypad was being done.

In this instance you need to politely do the same, and, if you get the "hey, try replacing all of the motion sensor batteries" ask for that supervisor, then manager etc.

Please post your outcome here. For the record, SS support is usually very good and effective, but as I pointed out, there are exceptions.  Good luck.

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