SimpliSafe Customer Service

The SafeWise team has a lot to say about the SimpliSafe home security system. It’s earned spots in our rankings for one of the best systems for renters, the best DIY system and one of the best home security systems overall. 

Clearly, the equipment is good. But what about the customer service experience? We took a deep dive into SimpliSafe’s policies, customer interactions, customer reviews, and customer service availability to find more.

For DIY security users who want DIY answers, SimpliSafe offers pages of resources on its website to help you with your system. The online user manuals, FAQs, and customer forums are your first line of support.

The Help Center has mostly surface-level answers about specific devices like cameras. So if you’re troubleshooting SimpliSafe or confused about a feature, it’s a good place to start. 

Once you dive into a category or product, you’ll find that the Help Center is more like a big SimpliSafe FAQ. You can find short articles on how to use features or get links to other articles that might be helpful. 

It’s a well-organized knowledge base and easy to move around and explore. Even if you’re only browsing SimpliSafe or just curious about DIY security systems, the help center is a great resource for learning more. But if you have a very specific question about an issue, it may be best to give customer service a quick call. 

If you’re unable to find answers through the Help Center, there are several ways to contact SimpliSafe directly. 

SimpliSafe has one customer service number for any issues or questions you may have. From devices and troubleshooting to billing and returns, this is the number to call. 

We called SimpliSafe with a couple of simple questions to see how their customer service reps did. We were met with a phone menu that led us to a real person. Laurie was patient with our questions and didn’t mind us asking follow-ups. 

But while it’s nice to speak to a human when you have specific questions, SimpliSafe’s customer lines aren’t open all day every day like other security companies. 

That said, these service lines are different from the 24/7 professional monitoring. You’ll get a call from the monitoring professionals if your system is triggered in an emergency. They keep an eye on your system day and night in case something happens.  

If phone calls aren’t your forte or you have a question that isn’t urgent, you can chat live with a SimpliSafe rep. Current and prospective customers alike can shoot the company chat to learn more about the system or its policies. 

You can contact SimpliSafe via Twitter or Facebook to give them feedback or ask questions. 

And if you capture a funny or exciting moment on your SimpliCam or have a story about SimpliSafe protecting your home, share it on social media with the company. Chances are the company will share your story too. 

Just like the company’s straightforward pricing and installation, SimpliSafe’s policies are easy to understand. Working with SimpliSafe to return, cancel, or change your account is much easier without being tied to a contract. 

For most changes to your account, you can make adjustments online or through the SimpliSafe app. But things like returns and cancellations require a quick call to customer service. 

If you decide your SimpliSafe system isn’t a good fit, returns take only a few steps—no cancellation fees or verbal sparring required. 

That said, you’ll need to return your system within 60 days of purchase to get a full refund. To get started, email customer service or call the service number. SimpliSafe will send you a shipping label, and you’ll receive a refund in three to five business days. 

Unfortunately, we saw customer complaints from BBB that disputed this. One, in particular, said their refund hadn’t arrived over 30 days after they returned their equipment. 

Without contracts, canceling service with SimpliSafe is pretty easy. To cancel or change monitoring plans, contact the customer service number. Just have your safeword and account info ready when you call to cancel. 

If you’re upgrading your plan, you can do that directly through the SimpliSafe app or your online account. 

Read more in our home security cancellation policies guide.

SimpliSafe customers with higher monthly packages get a lifetime warranty on their security system hardware. If a sensor, camera, or base station breaks or malfunctions, you can send it in for a replacement for as long as you're a SimpliSafe customer.

When we dove into customer reviews straight from the source, we found quite a mixed bag of complaints, praises, and questions from customers across the country:*

• On Trustpilot, SimpliSafe earned 3.7 out of five stars from over 17,000 customers. Most reported a great experience with the product and helpful customer service, but we saw a fair share of complaints as well. 
• Of the 600+ customers who reviewed SimpliSafe on Consumer Affairs, most gave the company good ratings, resulting in a 3.4-star rating out of 5. 
• While the Better Business Bureau gave SimpliSafe A+ accreditation, the 175 customer ratings averaged a 1.2 star review. 

For the most part, the negative reviews on both Consumer Affairs and the BBB focused on faulty equipment or unresponsive customer service.  

• How To Install A SimpliSafe Home Security System
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