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jjrd10

1 Message

Timeline video

My timeline no longer shows video of motion detector. All videos in timeline are no longer there 

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mistersimes

9 Messages

Same, since updating iPhone app to version 2200.14.0.

Support - please roll out a fix.

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Sav_SS

Community Admin

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121 Messages

Hi @mistersimes, 

Please let us know what service you have and the email address associated to your account so that we can investigate further. 
You can email us at customer-support@simplisafe.co.uk with this info. 

Thanks!

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Clayyy

1 Message

@Sav_J​ I have the same issues and I emailed the customer service email as you suggested and it has been completely unhelpful. I have the standard monitoring app, I’ve done about everything possible to troubleshoot but I can’t get the timeline videos back on my app. Are there any fixes or suggestions?

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emily_s

Community Admin

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3.4K Messages

@Clayyy​ Sorry to hear about this! Camera recordings are not included in the Standard Monitoring plan. There was a rare bug where some users who were once subscribed to a plan that included recordings and then downgraded to Standard Monitoring kept that feature, but our internal teams have since revered that bug. 

For more details on what each monitoring plan offers, check out the What are the Service Plan Options article in our Help Center.

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tlwrig

1 Message

same issue here

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emily_s

Community Admin

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3.4K Messages

Hi @jjrd10, 

When did you notice this change in your timeline? Recordings are automatically deleted after 30 days, so if you have not had any recent motion events that could be why there are no recordings on your timeline. But if this is recent, I would recommend removing the SimpliSafe mobile app from your device and then re-download it to see if that retrieves your recordings. 

Also, have you made any recent changes to your monitoring plan? Our Standard Monitoring with Camera Recordings and Fast Protect™ plans include camera recordings, but our Standard Monitoring and Basic App Control plans do not. If you had recently changed your monitoring plan to one that does not include camera recordings, that could explain why they are no longer there. For more information on what each monitoring plan offers, check out this article in our Help Center.

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stevenhvogeldaytime000

1 Message

Any updates on a fix for this issue? There’s been numerous reports on both Reddit & Facebook SS forums, of users experiencing this issue. Luckily I’ve seen them & thus I’ve not updated to 2200.14.n app or the latest box update versions. 

Thanks. 

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mistersimes

9 Messages

It’s still the same even with 2200.16.0. I missed the comment above asking me to contact support directly. I’ll do this. 

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alalli

1 Message

Broken here as well - can’t play any recordings. 

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emily_s

Community Admin

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3.4K Messages

@alalli​ Have you made any changes to your monitoring plan recently? Camera recordings are only included with our Self-Monitoring with Camera Recordings and Fast Protect™ monitoring plans. If you are subscribed to either our Standard Monitoring of free Basic App Control plan, your cameras will notify you when they detect motion, but they will not record any videos.

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lmgbarbershop

1 Message

My timeline video recordings are only available for today on my Iphone.  When I select a prior date, the video options default back to today only.  How can I fix this?

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simplisafe_admin

Community Admin

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1.8K Messages

@lmgbarbershop When did you start noticing this behavior? What happens if you delete the SimpliSafe® app from your phone and redownload it?

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