‎Unable to add cameras to account, prompted to upgrade plans | SimpliSafe Support Home
 
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Community Admin

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531 Messages

Thursday, August 24th, 2023 9:24 PM

Resolved

Unable to add cameras to account, prompted to upgrade plans

With the Fast Protect™ Monitoring and Self-Monitoring with Camera Recordings plans, your SimpliSafe account can support up to 10 cameras.

We identified an issue that affects a small number of customers when attempting to add a new or replacement camera that results in a warning that you have reached your maximum, even if you have less than 10 already active.

You may have also been prompted to upgrade your current service plan to increase your maximum number of cameras, even though that is not possible.

We are happy to report that we have identified and RESOLVED this issue on our end. As long as you are within the 10 camera limit, you should now be able to add additional cameras without any trouble. If you continue to experience issues, please let us know in this thread.

Accepted Solution

Community Admin

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5.5K Messages

7 months ago

Hi folks,

A small update to let you know that this issue has now been resolved on our end. No further action is necessary on your side, and you should now be able to install additional cameras up to the 10 camera limit without issue.

8 Messages

1 year ago

Currently, I have 10 cameras installed, which is the max according to the app.  Occasionally, when I've added a new camera or replaced an existing one (which is deleting then adding one), it doesn't record video.  It does show in the SimpliSafe app as one of my cameras, it shows a live feed, etc.  Just no video recording because it's not part of the subscription for some reason. 

Thanks in advance for any suggestions regarding how to make sure the new camera is part of the subscription and recording videoresolve this.

The app is not adding the new camera automatically to the subscription, nor is there anything obvious I can see in the app in terms of manually making sure it's part of the subscription and recording video.

Specifically, today I replaced a camera, and after setup was done, I see the following from Camera Settings:

Notice it says 9 subscribed cameras, though there are 10 total.  I Promise, though I cropped the image.  When I click Upgrade, I see the following which confirms that I have nowhere to go in terms of upgrading my plan:

When I check the new camera in question, I see the following when I click its timeline/history:

At this point, if I click Learn More, I see the same content as I pasted above which suggests my subscription should be able to accommodate the new camera.
I don't know where to go from here.

Note: This comment was created from a merged conversation originally titled Unable to add 10th Camera to Monitoring Account

Community Admin

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2.9K Messages

Hi @microprint314, 

Yes, with Interactive Monitoring you can add up to 10 cameras to your system. Have you tried logging out of the SimpliSafe app and logging back in? I also recommend removing the SimpliSafe app from your device and then downloading it again. Please let me know if that works for you or not.

8 Messages

@emily_s​ Neither logging out/into the app nor removing/reinstalling the app made a difference.

Community Admin

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2.9K Messages

@microprint314,

Got it! One last step, could you please remove this 10th camera from your system and then reinstall it? If that doesn't work, let me know - I may need to send this to our engineers.

8 Messages

@emily_s​ I removed and reinstalled the camera in question.  That camera is now part of the subscription and can record video, but one of my other cameras is now excluded.  So still only 9 out of 10 of my cameras are part of the subscription and can record video.

Community Admin

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2.9K Messages

Hi @microprint314,

Got it, thank you for trying. Your case is being sent over to our engineers for further investigation, because you should be able to connect 10 cameras to your system with no problem. Someone will reach out to you to discuss this further. 

3 Messages

10 months ago

In case anyone has the same problem I did, I might be able to save you an hour and a half of troubleshooting on the phone with CS.  After adding a 5th and 6th camera to my system I was told by the app that I need a new plan in order to view recordings even though I already have a paid plan with up to 10 cameras. If this happens to you ask CS to remove old cameras from their system. Apparently there is a glitch in the system which doesn't delete old cameras in Simplisafe's servers even though you delete them in the app. 

Note: This comment was created from a merged conversation originally titled New cameras added requiring upgraded plan bug.

2 Messages

10 months ago

Hi

I just addes 2 "outdoor" cameras and 2 "Indoor cameras" bringing my total cameras to 10 (8 cameras and 2 doorbell cameras). I was able to add all of them, but 3 of the 4 new cameras show as "not subscribed".

When I click "update plan" it says I have a plan that supports that number of cameras.

Note: This comment was created from a merged conversation originally titled Ner cameras show as "not subscribed"

Community Admin

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5.5K Messages

Hi @privatooo ,

The symptoms you describe sound like the issue in this thread, so I have merged it. If you haven't already, please contact our Support team and we can look into your account!

1 Message

4 months ago

Hi, it's asking me to upgrade my system when I'm trying to add and activate cameras. I'd like to add the cameras and get them working before I update monitoring.

Community Admin

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2.9K Messages

Hi @lball1​, 

You have less that 10 cameras on your account, but when you go to install a new one the mobile app is prompting you to upgrade your account? In that case, I would strongly recommend contacting our Support team to get this straightened out.

3 Messages

1 month ago

"We are happy to report that we have identified and RESOLVED this issue on our end."  No, it is NOT RESOLVED. I have been trying to add a new camera to my Fast Protect Monitoring account today, May 15, 2024. I have a doorbell cam and an indoor cam currently, and a doorbell cam and an indoor cam at another location. Total of FOUR cameras. I eventually want to have 8 cameras total, (4 outdoor, 2 doorbell and 2 indoor).  I eventually spoke to someone named "Stephen" (I can provide his phone number if needed) who told me that I needed to upgrade my plan to a $99/ year plan  or $179/ 3 year plan in order to install any new cameras. Plain and simple, this is nothing but a shakedown to FORCE ME to upgrade and I will NOT be held hostage by your organization. Am I truly allowed to have a total of 10 cameras with the Fast Protect Monitoring plan? Or is that a lie? You need to educate your EMPLOYEES on what your policies are.                                                                                                                            Had I known that SimpliSafe would pull this B.S.,  I would NEVER have purchased your products. Someone needs to tell me what the your policy REALLY is so I can add my cameras or purchase a system from another company. SimpliSafe will NOT be holding me hostage. I'll throw these cameras in the dumpster and find a new service provider who doesn't play these games. Please respond ASAP and acknowledge that you have received this text and that someone will resolve this issue for me. You can email me at [redacted] if it is necessary for me to provide you further information.

Thank you,

Victor. 

(edited)

Community Admin

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2.9K Messages

@Victor1958​ I'm very sorry to hear about all this trouble. I first want to let you know that I have removed your email address from your post. The Community is a public forum, and we want to maintain the privacy of everyone here.

As a Fast Protect™ subscriber, you should absolutely be able to add up to 10 cameras to your account. I'm afraid the agent you spoke to was mistaken, there is no upgrade that needs to be done to add another camera to your account. 

I've escalated your case to our Specialist team. A senior agent will reach out to you soon to help, so please keep an ear out for their call.

3 Messages

Thank you Emily. I appreciate your quick response. I apologize for the tone of my text, but I was very frustrated when I was told that I would have to pay more for my subscription just to add a few more cameras.

I did get a voicemail from Daniel from your company this morning. I was unable to take his call at the time he called. He said that he would be calling me this afternoon to discuss the issue.

Once again, thank you for the prompt response and for escalating this to Daniel. I look forward to speaking with him today, and again, I apologize for the tone of my text.

Thank you,

Victor

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