Troubleshooting SimpliSafe

You may occasionally experience issues with your SimpliSafe devices without any idea of how to fix them. Here are a few common problems with easy fixes.

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SimpliSafe systems sometimes stop working after losing the cellular connection to the base station. You can re-establish a connection with a simple reset:

1. Unplug the base station.
2. Remove the battery cover on the bottom of the device using a Phillips-head screwdriver.
3. Remove one battery for at least 10–15 seconds before putting it back in.
4. Put the battery cover back on.
5. Plug the base station in and wait a minute or two for a new connection.
6. Arm your system to test that it works properly.

You can enter and exit test mode using the menu on the SimpliSafe Keypad. The system will not contact dispatch while test mode is active. Test mode allows you to check that your sensors and connection to the monitoring center work properly.

SimpliSafe also has a practice mode that temporarily disables professional monitoring for 72 hours after first activating your system. This helps you familiarize yourself with the system free of false alarms.

SimpliSafe sensors won't work correctly if the battery is too low, they're still in the box from your order, or the device is too far from the base station.

To reset your sensor, try removing it and re-adding it to your system:

1. Open the app.
2. Choose My System from the navigation bar on the bottom of the screen.
3. Select Device Settings.
4. Tap on the sensor you want to remove.
5. Choose Remove Device.
6. Go to the Home screen.
7. Tap on the three-bar menu in the upper left corner of the screen.
8. Select Add Device.
9. Choose the sensor you want to add.
10. Follow the in-app prompts.

Most SimpliSafe camera issues stem from a poor Wi-Fi connection:

1. Check that the SimpliCam's power cable is plugged in and that your home internet is functional.
2. For the SimpliSafe Outdoor Camera, make sure the battery is fully charged (three lights should illuminate on the battery) and placed correctly in the camera (the metal dots and lines should align).
3. Check that the camera has the latest password to your network.
4. Make sure your camera isn't too far from the wireless router. Consider buying a Wi-Fi extender like the TP-Link AC750 if moving the camera closer isn't an option.

According to SimpliSafe, you need upload speeds of at least 2 Mbps per camera. So if you have four cameras, you need an upload speed of at least 8 Mbps—and that's on top of requirements for any other devices connected to your home network.

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If your SimpliSafe Video Doorbell Pro stops working, you can perform a soft reset, hard reset, or reinstall the device.

• Soft reset: press the small button on the back of your doorbell before putting it back on the charging mount to reboot.
• Hard reset: press the large button on the back of your doorbell for 10 seconds before putting it back on the charging mount to reboot.
• Reinstall: remove the doorbell before following the SimpliSafe doorbell installation instructions again—this is useful if you missed an installation step the first time.

Contact SimpliSafe customer support if these solutions don't fix your doorbell.

You can adjust the motion sensitivity in the settings section of the SimpliSafe app and the online portal. Adjusting the doorbell's motion sensitivity cuts down on excess notifications. Turning off notifications doesn't deactivate alerts from visitors pressing the doorbell button.

Because the SimpliSafe Smart Lock uses your existing deadbolt, you can unlock your door using a key at any time. The smart lock sends occasional notifications when the batteries start to die so you know when to replace them.

SimpliSafe provides shorter screws upon request through the customer support department.

• SimpliSafe FAQs
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