‎Deadbolt Keypad Locked Me Out | SimpliSafe Support Home
 
jgth23's profile

Monday, August 8th, 2022 10:16 AM

Deadbolt Keypad Locked Me Out

For the second time in about 8 months my smartlock locked and won't let me in. I've tried refreshing it on the app. Customer service center is closed and the monitoring center can't help. $225 for a locksmith and this is the second time I've had to do it. Apparently I should just start carrying my keys with me because I can't rely on the lock, the app, or the customer service center for help.

Community Admin

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5.5K Messages

2 years ago

Hi @jgth23 ,

I sincerely apologize for the trouble you've had with your Smart Lock. We want to do everything we can to make sure that this doesn't happen again.

The first thing I would suggest, if you haven't already, is to make sure that your Smart Lock is up-to-date with the latest firmware. Smart Lock updates go through the SimpliSafe app, and you'll know that one is available if you see a notification card in the Overview page.

The most recent update does contain improvements that address the behavior that you describe.

But I can also put you in touch with one of our Senior specialists, who can work with you on more in-depth troubleshooting. Let me know if you'd like that and I'll set it up!

1 Message

1 year ago

This just happened to me. Got locked out and neither pin pad nor app would unlock the door. Almost makes me want to send it back. Firmware is up to date.

Community Admin

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2.9K Messages

Hi @camstan​, 

I'm very sorry to hear this. I've gone ahead and sent your case over to our Senior Specialists; someone will reach out to you soon to get to the bottom of this!

1 Message

This just happened to me as well and had to have a locksmith drill out the deadbolt. Does SimpliSafe provide reimbursment?

Community Admin

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2.9K Messages

@ztambrose​ I'm sorry this happened. I forwarded your case to our Support team - a specialist will contact you soon to make this right.

3 Messages

1 year ago

happened to me this morning. i was generously offered a single month of free monitoring to mitigate the couple hundred dollars i had to spend having my lock drilled and replaced...pretty unacceptable

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