Community Admin
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535 Messages
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
davey_d
Community Admin
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5.6K Messages
8 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.
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microprint314
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:
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joe_31dfe5
3 Messages
1 year 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.
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privatooo
2 Messages
11 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.
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lball1
1 Message
5 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.
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Victor1958
3 Messages
2 months 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)
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