‎SimpliSafe® App “temporarily unavailable” when VPN is active | SimpliSafe Support Home
 
davey_d's profile
Community Admin

Community Admin

 • 

5.3K Messages

Tuesday, March 12th, 2024 4:33 PM

Resolved

SimpliSafe® App “temporarily unavailable” when VPN is active

We’re aware of an issue that some users have been experiencing with logging into or using the SimpliSafe® app, while a VPN service such as NordVPN® or Surfshark® is active.

For NordVPN® users specifically, we were able to confirm with internal testing that the issue was caused by the Threat Protection Lite feature, which had been blocking the app from communicating with our service. However, while we were in the process of our investigation, we were also able to confirm that the issue may have already been resolved on the VPN provider’s end. As a result, we are marking this as RESOLVED.

If you continue to experience issues, including the “SimpliSafe App is temporarily unavailable” error while a VPN is active, it may be possible to configure your VPN to add SimpliSafe® to a list of exceptions. Please consult your VPN provider for more info.

Official Solution

Community Admin

 • 

5.3K Messages

15 days ago

Hi folks,

Updated today and marking this issue as RESOLVED. Check above for further details.

2 Messages

1 month ago

So... After the 5.7.0 update, security conscious customers (like us) that use a VPN are out the cost and installation of our cameras because the app no longer functions (Check connection error). Your 5.9.0 provided no resolve. We either have to run an open home network or abandon using our mobile devices.

Desktop app connects through VPNs.

Deleted app on phone, tablet as app is none functional.

Note: This comment was created from a merged conversation originally titled App Unable to function through VPN

Community Admin

 • 

5.3K Messages

Hi @irewoulfe ,

Thanks for reporting. I'll have to take this to our dev team to investigate further. As far as I'm aware, we don't put restrictions on the app relating to VPNs, so I'll have to dig into this a bit deeper.

Based on the app version numbers, it sounds like you're working with the Android version. But it would be useful to have more info that I could take back. For example, which VPN provider are you using, and is it the same between your desktop and phone? Also, what symptoms are you seeing - error messages, screens, etc?

2 Messages

I can confirm that the Simplisafe android app no longer works through a VPN, a VPN being a fundamental piece of mobile technology security which is confusing and disappointing.

If you are a security conscious user, at this time Simplisafe does not offer you the ability to use your mobile devices securely on android.

Community Admin

 • 

2.6K Messages

@budingles​ Echoing Davey, you should be able to access the mobile app with a VPN on your device, but we'll want to bring this to our internal teams if you cannot. If you could tell me which VPN you have on your mobile device, if it's the same VPN you have on your desktop, and which error messages you seen when trying to access the mobile app, I will bring this to our devs.

4 Messages

Am having issues using Android app 5.12.1:23008 with ExpressVPN.  Just never connects.  Seemed to start a few/several weeks ago.  App works fine via direct cell data.  Will also ask ExpressVPN but fairly sure SS worked fine for many months on EVPN.

Community Admin

 • 

2.6K Messages

@bbqraterSome VPNs will adjust their ad-blocking algorithms from time to time. Doing so can create an issue with loading the mobile app. Many VPNs let you allowlist domains and apps to prevent this from happening. I would try allowlisting simplisafe.com on your VPN to see if that helps.

2 Messages

1 month ago

Permitting the SS app to access the internet without a VPN is not going to happen in my lifetime.  Guess I’ll be shopping for a different security service provider.  

2 Messages

1 month ago

?

Community Admin

 • 

5.3K Messages

1 month ago

Hello all,

We've updated the post above with more info specifically for NordVPN users, after we were able to corroborate some of your reports.

29 days ago

I keep getting this error message when trying to log in to the mobile app.  No issues logging in to the web app. 

I’ve done pretty much everything I’ve been able to find on YouTube/web searches to solve the issue.  Also spent 2hrs with customer support last night and 1hr today.  They couldn’t figure it out.

Anyone have any solutions?

Note: This comment was created from a merged conversation originally titled Connection Error The SimpliSafe App is Temporarily Unavailable

Community Admin

 • 

2.6K Messages

Hi @connorlouissmith, 

This error message typically occurs when you are traveling to a region that is not supported by SimpliSafe. Currently, we support the United States and the United Kingdom. Have you been traveling? If you are, I would recommend utilizing a VPN on your mobile device so you can access the SimpliSafe mobile app anywhere.

@emily_s​ 

I have not traveled.  I do not even know how a vpn works.  No matter what device I try to log into the app with it doesn’t work, even with other people’s phones.  I have already been asked by cs if I have travelled.


This issue has persisted since I set up the system on 9/7/23.

I have had 2 chat sessions, and 4 cs calls.  No one has been able to help me resolve the issue.  Every time I call the associate starts from the beginning, doesn’t look at any of the notes from my other calls and makes me go through the same steps everything time. At the end of the call they tell me there’s nothing they can do to help.  

I have been told there is a know issue affecting iOS users.  I am not sure if this is true.  I asked if there was an issue during every call and was told no several times.  I was finally told there was a known issue on my 4th call on 9/10 after spending an hour and fifteen minutes with the associate.  I asked him at the beginning of the call if there was a know issue and to check on it and he told me there wasn’t and he fixes this issue all the time (he was not successful).

I was also told on 9/10 that the issue should be fixed within 24-48hrs of it being identified.  It has still not been resolved.  I have asked for communication on updates, and have not received any.  

Supposedly I am supposed to receive a call at 3pm today from advanced tech support, the 3rd associate I spoke with set this up.  We will see if that happens.  

This has been my first experience with SimpliSafe.  I’ve spent over 6hrs with cs to try to resolve this issue and have still not had it resolved. Worst cs experience I have ever had with a company.  I would appreciate it if someone from the company took ownership here and stepped up to help.  I don’t think it’s fair that a customer has to spend over 6hrs of time doing the same thing over and over again and no one steps up to help resolve it.

Community Admin

 • 

2.6K Messages

@connorlouissmith​ I hear you, and I certainly understand. I connected with our engineers, and it sounds like they called you yesterday and were able to resolve this issue.

2 Messages

Same thing is happening with me did we have a resolution for the problem?

Community Admin

 • 

5.3K Messages

@khaledkhamies​ just in case it helps, have you already tried the following?

  • Hit the Logout link, then log back in
  • Delete the SimpliSafe app and reinstall from the App Store
  • Try logging into webapp.simplisafe.com on your internet browser.

Let us know if you encounter any error messages while trying the above, along with your device model and operating system version. We can report it to our engineering team for further investigation.

New to the Community? Get started by reading our Welcome Post.