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I'm moving and NOT taking my system with me
If you plan on leaving your system behind for the next owner, or plan to purchase a brand new system for your new home or business, the best step is to call us at 0800-456-1789 so we can go over your monitoring needs, such as transferring your service to a new system at your new location, or assist.…
Help Center ArticleMoving Support
Unable to Set Up a Camera Because it is Already Associated With Another Account
Why does this error happen? This error usually occurs because this camera is already associated with another account. To deter theft, we do not allow a camera to be added to an account without being fully removed from the original account. This tends to occur when a camera is purchased second-hand. …
Help Center ArticleCameras
How to Set Up Arming Reminders
If you have the Pro Premium monitoring plan, then you are able to set up reminders to arm your system in home or away mode. To do so, please follow the below steps: First, download the SimpliSafe® Mobile App if you don’t already have it. Choose My System from the bottom navigation bar Select Automat…
Help Center ArticleUsing Your System
Wireless Outdoor Security Camera Error Messages
CONNECTION ERROR WHAT IT MEANS If your Outdoor Camera is not responding, it’s likely due to either a low or dead battery or the camera is unable to connect to Wi-Fi. Please note that SimpliSafe systems and cameras require 2.4GHz Wi-Fi networks. HOW TO FIX IT Remove the battery from the camera and ch…
Help Center ArticleOutdoor Camera
How to activate app control
What is app control? App control allows all SimpliSafe® users to have access to all features of your plan: the ability to arm and disarm your system from the app, set up push notifications, and more! Requirements To activate app control for your system, you will need to connect your system to the ap…
Help Center ArticleApp Support
How can I see my Payment and Billing History?
You can view your payment and billing history at any time by logging into the SimpliSafe® Web App in a web browser on your computer or tablet. If you require a copy of a specific monitoring billing invoice, please reach out to our Support Team directly. If you need to change your payment method, se.…
Help Center ArticleAccount & Billing
Real Time Information is Temporarily Unavailable
If you receive the "Real Time Information is Temporarily Unavailable" error message, SimpliSafe’s connection to our real time events is experiencing a delay. This issue will usually resolve itself after a few minutes. If you are still experiencing issues, try logging out and back into the app. What …
Help Center ArticleApp Support
How do I install my Sensors by screw-mounting?
Congratulations on your new SimpliSafe system! Before installing your sensors, you'll need to install your core devices, such as your Base Station and Keypad. Then, you can install your sensors with the included adhesive strips, or by mounting them with screws. To screw-mount your sensors: Take off …
Help Center ArticleUsing Your System
How to add the SimpliSafe® widget to your Smart Phone
Instructions for iOS (Apple) Hold down your phone or tablet's screen until the app icons start to shake Choose 'Edit' in the upper left corner of the screen Select 'Add Widget' from the drop-down menu Type "SimpliSafe" in the search box to search for the widget Alternatively, you can scroll down and…
Help Center ArticleApp Support
Replacing My Base Station and Transfer Service to a New Base Station
There may be a point where you will need to transfer your system and service to a new or different Base Station, such as replacing a faulty Base Station or transferring to a new Base Station when you move. While installing your replacement Base Station, you will need to reinstall the devices from yo…
Help Center ArticleBase Station
Smoke Detector LED Status Light Colours
The Smoke Detector has several light states that reflect the status of the device and change with the presence of smoke within your home. This guide will highlight the various indicators and their meanings. Indicator Meaning Red flashing light every 5–6 minutes and no sounds Normal. Red flashing lig…
Help Center ArticleSmoke Detector
Should I upgrade my router?
Your router authorises devices to access your internet connection and distributes internet bandwidth to those devices. If you run a connection check for any camera and discover that the Wi-Fi signal strength is strong but the upload speed is low, one solution may be to upgrade your router. You may a…
Help Center ArticleUsing Your System
Should I upgrade my internet package?
Your internet package refers to the download and upload speed which your ISP provides to you. Our cameras require certain minimum upload speeds in order to properly live stream and record video. For more information on minimum upload speed requirements, click here. If you run a connection check for.…
Help Center ArticleUsing Your System
Doorbell Angle Kit for Video Doorbell Pro Installation Guide
Inside the box of the Video Doorbell Pro you’ll find a vertical angle bracket to help adjust the angle of your Video Doorbell Pro by 10 degrees. If you need a horizontal adjustment to the angle of your Video Doorbell Pro, reach out to our support team for assistance. They can send you a doorbell ang…
Help Center ArticleVideo Doorbell Pro
Video Doorbell Pro Stopped Working
When the Video Doorbell Pro detects motion and begins to record, a steady blue light should appear as a ring around the button. Triggering a motion event is a good first step to determining if the Video Doorbell Pro is responsive and receiving power. If your Video Doorbell Pro has power and is respo…
Help Center ArticleVideo Doorbell Pro
Why Do I See Orbs Or Bubbles When My Camera Is Using Night Vision?
What is it? When in lowlight settings, your camera may pick up ghost-like "orbs" while recording. Don't worry—there's nothing supernatural going on. These orbs are called backscatter, or near-camera reflection. Backscatter happens when dust, water droplets, or other particles are present on or very …
Help Center ArticleCameras
How do I report a possible vulnerability or security issue?
We take cybersecurity issues very seriously. If you believe you have found a vulnerability in our products, we want to hear from you. We have partnered with Bugcrowd to host a Bug Bounty program and encourage you to submit your reports with them. You can learn more about that program and its guideli…
Help Center ArticleAlarm Events & Monitoring
What does “Camera In Use” mean?
Running a connection strength test or speed test requires the full resources of the computer in the camera. So during one of these tests, the camera is unable to do its other activities such as streaming video. Because our customers rely on cameras for critical security and peace-of-mind, we have pr…
Help Center ArticleUsing Your System