Does your Keypad look like the one pictured to the left? Then you're in the right place! You've got the Gen 3 SimpliSafe system. If you purchased a system in 2017 or earlier, you have the Original SimpliSafe. Click here to view the article about the Original SimpliSafe. If you're not certain which system you have, you can tell the difference here.
False Alarm Causes
SimpliSafe’s Motion Sensors have been designed to avoid false alarms. However, if you’ve experienced one, there are a few potential issues that may cause them:
- Direct sunlight hitting the sensor can trigger a false alarm.
- Heating vents located in the room. If they are located within the sensor’s field of vision, they may cause false alarms.
- Pets that are able to get too close to the sensor. Pets under 30 pounds generally don’t trigger Motion Sensors, but if they get close enough to the sensor, smaller dogs or cats may still be able to trigger it.
Avoiding False Alarm Triggers
Sunlight can be avoided by placing your Motion Sensor in a corner where it will not be directly hit by sunlight throughout the day.
If you suspect that heating vents may be responsible for false alarms, position your sensor in a part of the room where it will not see the hot or cold air vent. As long as the change in the room’s ambient temperature is gradual, the sensor should not trigger.
Pets may require small adjustments to your motion sensor placement. You can view this video on how to adjust your motion sensor for your pets.
Cancelling a False Alarm
If an Entry-, Motion-, or Glassbreak-triggered alarm is disarmed within 30 seconds of the initial alarm signal, our monitoring service will consider this a false alarm. That means you will not receive a phone call and police will not be dispatched.
After 30 seconds, the monitoring service will attempt to reach your Primary Contacts to inform you of the alarm and determine whether the police should be dispatched. They'll ask for your safeword if you wish to cancel dispatch (not send the police). Otherwise, the monitoring center will dispatch the police.
Please note, giving the wrong safeword will result in dispatch and you won't be told you got it wrong to protect anyone who may be under duress. Missing the phone calls to your primary contacts will also result in police dispatch. Click here for more information on what happens during an alarm.
If your issue does not appear to be resolved, please contact our customer support team directly for further assistance.