Can we get a Simplisafe e-mail contact for non-urgent support issues?

@charpatton SS support really doesn't use emails at this time but relies on the community boards, chat and phone calls. There is no email addresses that I know of that are inbound for day to day support.

@charpatton Currently we do not have an email address for support cases. If you ever have a question and you do not want to call in or chat with our agents, we can always help you here in the Community!

Thanks. E-mail would be nice when chat is out as above and phone waits are long, but I realize that you all have limited resources. Knowing that SS reps read and respond to Community posts is good to know!

I agree with this suggestion. It seems odd to me for the company not have a support email with case numbers or trouble tickets and such, as essentially most other services I use these days. If you can't use the phone or live chat, you have to share your issue publicly with everyone. 

That said, I appreciate the quick response from staff when issues are posted here. 

I can see why SS has opted to eliminate the email option in the name of efficiency, cost reduction, and timelinss. Of the options available, phone and chat both offer time and response advantages, as email exchanges are slower and both sides of the conversation have to wait longer for missing information, questions asked and answered, etc. 

What is missing, more importantly, in my opinion, is online, live-hosted SS webinars on featured topics where customers can ask questions and have SS associates answer in real-time. (Yes, SS, that dead horse is still taking a beating)

LIVE CHAT IS NEVER AVAILABLE!

Daylight savings caused alarm to go off 1 hour latter before midnight today per my timeline and automations

And the charge on your cameras is really uncompetitive and the set up is more complicated than it should be

Hi

I have been trying to get my outdoor cameras connected to my new server for several months… I probably have about 16 hours on the phone with tech support and have not been able to get this simpli task completed… Is there some way I can escalate this issue as I just cannot make anther call to customer service as this has been very frustrating, as every time I call we have to start over and spend 30-45 minutes doing the same things that are not working.

Can somebody there reach out to me with the appropriate support to help me with this issue ?

Thanks

I would like an email address as well.  I spent almost 3, yes THREE, hours on chat with customer service for a very simple issue.  They repetitively asked the same questions over and over then when I stated I have already answered the question they replied ‘one moment please while we go back and reread the conversation’ like it was a new person talking to me every time.  VERY frustrating.  

It would be nice to have an email, since I have a concern of a different nature. I was recently charged by SimpliSafe for  six months because I updated my credit card and it seems that my ex-husband did not have an up-to-date credit card on the account. If I had just closed out the account, SimpliSafe would’ve never been paid, but because I changed the credit card into my name I was charged. I called SimpliSafe and they said there was nothing that could do about it. Am I missing something? Does this seem correct to others? SimpliSafe claims that they tried to get in contact with him. But here’s the thing they had my phone number and email also, but nobody tried to contact me. Feels like somethings a little wonky.

 I cannot find a feedback email I can only find this section upon search so:

I myself am having issues and have been for 2 years now. That's the age of my system, and its that the Cameras will not remain connected. I moved this month into a 1500 sqft home , my prior home was the same. Day 1 of install (2023) cams disconnected would not remain connected. Now 2 yrs later and much time in between I own and ranch (one level) home my internet is 2 GB. I can get my wifi on my car , phone, and tablet from my mail box 175 ft away from my front door when I arrive home. But my Simpli Safe cameras disconnect and buffer daily. I've been sent an extender from Simpli Safe and I am a Software Engineer, my work is computers. I have a night hawk router and outdoor extender for parties 3000 sgft of coverage but the cameras 21 ft away and 27 ft away from the base station will not stay connected for 24 consecutive hours and disconnect without warning. I receive motion alerts and cannot see anything because the camera is buffering. The customer service teams recite scripted support from an outsourced company that 100% of the time lead to "buy and extender, internet is weak". That is the only answer and the system only operates on 2.4 GHz which is 99% of most device its not a secret.

Please provide me the solution to long term connectivity without interruption with the simpli safe system. As I type I'm trying to peak in on my internal cams just to take a peek at my sick wife and son who slept on the couch and guess what .. buffering to connection error. Spent a lot of money for the system that has not performed consistently (speaking of the cameras only)  yet. I've already changed my payment info to a card that I get daily alerts of upcoming charges from s I don't forget to cancel service. I am actively awaiting a deal on new equipment or a prime day, to return to Cove. I left because they switched cam providers and I did not want to buy 3 new $200 cams. I thought "if I'm going to spend money might as well upgrade to SimpliSafe", unfortunately as I am awaiting a return to Cove. I have heard the husband and wife building simpli safe from their kitchen story. But the current business model is not a pleasant one. I see well over 1000 paying customers making the same complaint in the simpli safe forums, cams CONSTATLY disconnected/buffering. Please forward this to the department that needs to know, this issue is prevalent consistantley as has been since the companies inception into the main stream, continuing to bill and raise the bill and the lack of a fix of what is most certainly known issue is criminal. Its the primary topic when you google search (simplisafe reviews) https://www.google.com/search?q=simplisafe+reviews  (which reads upon scrolling down) 

• • Easy DIY installation: The system is designed for simple, do-it-yourself setup without needing professional installation.
  • Affordable and flexible monitoring: SimpliSafe is an affordable option that allows customers to choose between self-monitoring or professional monitoring plans. Some find the monthly fees to be low.
  • Good indoor camera performance: The indoor camera has been noted for its strong performance, especially during the day.

• Comprehensive equipment: SimpliSafe offers a wide range of devices, including motion sensors, entry sensors, glass break sensors, and environmental sensors for smoke and water.

• No long-term contracts: Users are not locked into lengthy service contracts, offering more flexibility.

• App functionality (with a subscription): While basic without a paid plan, the app allows subscribers to arm and disarm the system remotely and receive notifications. 

• Inconsistent camera performance: Many users report issues with the cameras, particularly the outdoor model, which has been cited for unreliable motion detection, poor battery life, and inconsistent video capture.
• Connectivity problems: Some customers experience cameras dropping Wi-Fi connections, even with a strong network.
• Disappointing customer service: A number of reviews mention negative experiences with customer service and support, citing unresponsiveness and difficulty resolving issues.
• App limitations without subscription: For those on the free, self-monitored plan, the mobile app has very limited functionality. Users cannot change the system status remotely or view recorded camera clips without a paid subscription.
• Hidden costs for features: Some reviewers feel that the pricing can be misleading, as crucial features like app notifications and full camera clip access require a separate, paid monitoring plan.
• Quiet alarm: One user noted that the alarm from the base station was quieter than expected.
• Limited smart home integration: SimpliSafe has weaker integration with existing smart home ecosystems like Google Home and Alexa compared to some competitors, and it is not compatible with Apple HomeKit. 

I just would like to make a recommendation for the phone app. I am up in age and don't hear well so hearing statements from the base station at my farthest sensors is near impossible. I would like to suggest/recommend adding the ability to hear the base station statements from the cell phone app while it is open, adding, removing, maintaining devices. Thank you

I just would like to make a recommendation for the phone app. I am up in age and don't hear well so hearing statements from the base station at my farthest sensors is near impossible. I would like to suggest/recommend adding the ability to hear the base station statements from the cell phone app while adding, removing, or maintaining devices. Thank you