‎Update April 18, 2023 | SimpliSafe Support Home
 
sheriff_4's profile

Wednesday, April 19th, 2023 2:44 AM

Update April 18, 2023

I hate your updates always issues!  This time smart lock and system update installed today. I leave and see smart lock didn’t lock! I try to lock remotely and it says not communicating. I try remotely for about an hour and it finally locks. When I get home and disarm the system - lock works and system disarms. Check my app and it says system is armed and door is locked - NOT! Frustrating! 

1 Message

1 year ago

I am having the exact same problem and came here to see if there was a solution posted. I am really frustrated that I cannot get in and out of my house without having a physical key. The whole point of having these locks is so that I don't have to worry about getting my key out.

Community Admin

 • 

2.9K Messages

Hi @apsupermom​, 

Are you consistently unable to lock/unlock your Smart Lock remotely, or did this just occur after a firmware update? 

18 Messages

1 year ago

I have installed a lock box with the deadbolt key next to my door. Yes we have had to use it several times!  Even this past week I was gone and my door lock did not lock when the house sitter left and I was unable through my SimpliSafe app get it to respond. Have been on phone with support for hours on this lock and still no answers to solve the lock issues. 

Community Admin

 • 

2.9K Messages

Hi @sheriff_4​, 

I'm sorry to hear that you're experiencing these issues with your Smart Lock. I've sent your case over to our specialists, someone will contact you soon to get to the bottom of this!

18 Messages

@emily_s​ I received an email yesterday and responded within minutes.  Have not heard back from “Scott N. (he, him, his) guess you folks just send out a canned email and think that’s good enough.  Not for me, don’t waste my time with your spam email.  If you sincerely want to fix this problem assign someone that has knowledge and is willing to communicate with me.

Community Admin

 • 

2.9K Messages

@sheriff_4​ looking at Scott's internal notes regarding your case, I can see that he is working with other members of our team to resolve this issue. If you have not heard back from someone today, I can promise that you will soon.

(edited)

1 Message

1 year ago

Since the update, my lock keeps dying. I don't get a low battery warning, just a warning that it's disconnected from the system, but then the lock stops responding completely and is clearly dead.

Community Admin

 • 

2.9K Messages

Hi @geekyfemme​, 

I'd replace the batteries in your Smart Lock to see how it reacts with a fresh set. If you notice that after that the Smart Lock becomes unresponsive without an error message, I would contact our Support team, as they may need to do some additional troubleshooting live.

New to the Community? Get started by reading our Welcome Article and please be sure to review our Community Guidelines before posting.