SimpliSafe® App “temporarily unavailable” when VPN is active

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?

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.

@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.

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.

@bbqrater​ Some 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.

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.

@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.

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

@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.

But if I turn off my VPN the iOS simplisafe app works!

Hi @ybbob8533, 

What VPN are you currently using? Our engineering team is currently looking into cases where users cannot access the SimpliSafe app with a VPN installed. I've added your case to their ongoing ticket.

Am currently using Nord VPN. I had no problem using the Simplisafe app before.  The problem only started about a week or 2 weeks ago. Maybe the recent updates have caused the App not to work with VPN?

Exactly same problem with me. Nord VPN and Simplisafe app both worked fine together for years. But recently, Simplisafe app only works if VPN turned off. 

I have the same issue after updating the SimpliSafe app on my iPhone and iPad. I get a message stating the app is temporarily unavailable. I use Nord VPN.