SimpliSafe App Ultimate Guide

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SimpliSafe App Ultimate Guide, The SimpliSafe app will help you stay connected to your home, even when you’re away. Learn how to navigate the app and troubleshoot app errors here.

Table of Contents

Where to Download the SimpliSafe® App

The SimpliSafe® Mobile App is available through the Google Play Store for Android devices, or through the App Store for iOS devices (iPhone, iPad). If you want to access your system from a computer, use our Web App.

Click here to download on Google Play

Click here to download on the App Store

The SimpliSafe® Mobile App is currently compatible with:

• Android 11 and above

• iOS 16.0 and above

Please ensure your mobile device and operating system is up to date.

The SimpliSafe® Mobile App is not compatible with Kindle Fire tablets.

SimpliSafe® System and Wi-Fi Requirements

App Requirements:

The SimpliSafe® system can be set up using your Keypad, however, our cameras will require using the SimpliSafe® Mobile App on a compatible Android or iOS device. The SimpliSafe® Mobile App is currently compatible with:

• Android 11 and above

• iOS 16.0 and above

Network Requirements:

Out of the box, the Base Station and cameras are designed to connect to most Wi-Fi networks, however, some networks may require additional configurations to be compatible. Below is a small list of requirements and recommendations to optimise your network for usage with your SimpliSafe® Security System.

• Your Wi-Fi network must have a password

• Your Wi-Fi network must be broadcasting at 2.4GHz

◦ SimpliSafe® cannot connect to 5GHz networks

· Most 5GHz routers are backward compatible with 2.4GHz, however, additional configuration may be required to ensure the band is being broadcasted

• Your SSID and password cannot exceed more than 31 characters each

• Your network must be configured as WPA2 or WPA2/3 Mixed Mode

◦ WPA3 only networks are not compatible with SimpliSafe® devices at this time

• Upload speed requirements based on live stream quality:

◦ 1080p or higher – 2 Mbps per camera

◦ 720p – 1.5 Mbps per camera

◦ 480p – 1 Mbps per camera

Unsupported Network Setups:

• Wi-Fi networks that require portal login

Critical Alert Troubleshooting for iOS

Some iOS (Apple) users may not see the option to enable Critical Alerts within the SimpliSafe® Mobile App. You can turn on Critical Alerts by taking the following steps:

1.Make sure you have the latest version of the SimpliSafe® mobile app on your device.

2.In the mobile app, navigate to the “My System” gear on the bottom of the screen.

3.Select “Alerts & Notifications”.

4.Tap “Push Notifications” and then tap “Enable Critical Alerts”.

You can learn more about Critical Alerts in this Help Centre article.

Securing Your SimpliSafe® Account

At SimpliSafe®, we take protecting your information as seriously as we do protecting your home. To help us keep you protected, we’ve implemented Account Verification with 2-Step Verification and Multi-Factor Authentication (MFA) for all new accounts. This means that any time you log into your account with a new device, or renew your login on the same device, you’ll need to confirm that login through a different point of contact. So even if someone knew your email and SimpliSafe® password, they still wouldn’t be able to access your account without your permission.

2-Step Verification

2-Step Verification is required for your SimpliSafe® account and is enabled when you first set it up. When you log in to a device with your SimpliSafe® username and password, you’ll receive an email. To confirm the login, you need to open that email and click the Verify Device button.

2-Step Verification is set up for the email address we have for your account. To update your email address for your SimpliSafe® account, you will need to log into your account in our Web App.

To learn more about 2-Step Verification, visit the 2-Step Verification for SimpliSafe® Accounts article in our Help Centre.

Multi-Factor Authentication (MFA)

Multi-Factor Authentication (MFA) allows you to confirm access to your SimpliSafe® account through a registered phone number. You can register multiple phone numbers to authenticate your SimpliSafe® account for use on different devices.

Note: Enabling MFA will replace 2-Step Verification.

To learn more about Multi-Factor Authentication and how to enable it, please see our Multi-Factor Authentication (MFA) for SimpliSafe® Accounts article.

Biometric Authentication

When logging into the SimpliSafe® Mobile App, you may be prompted to set up Biometric Authentication. In order to be eligible for this feature you will need to have an iOS device that supports Face ID or Touch ID, or an Android device that supports Face Unlock or Fingerprint.

For more details about Biometric Authentication and how to set it up, see our Biometric Authentication for SimpliSafe® Accounts article.

Snooze Notifications for SimpliSafe® Cameras

Tired of motion notifications from your camera when you’re doing garden work or hanging with friends, and don’t want to have to disable your camera for a reprieve? With Snooze Notifications, you’ll be able to temporarily pause receiving notifications on your device for a set period of time, such as 30 or 60 minutes. This feature is available for all SimpliSafe cameras and can be enabled on a per camera basis. Once paused, you must wait for the snooze to expire to receive notifications again.

Snoozing your notifications does not impact your camera, recordings and events will still be captured per your settings and added to your timeline within the app when using this feature. You will also still receive important alerts, such as if an alarm event were to occur.

To use Snooze Notifications on iOS or WatchOS:

When a push notification appears, press and hold the notification until the Snooze options are shown.

Troubleshooting

The SimpliSafe® App for the Apple Watch works as a companion app, this means that it is a remote control for the SimpliSafe® Mobile App on your iPhone. If you cannot successfully snooze your camera’s notifications from your Apple Watch, make sure that your Apple Watch and iPhone are no more than 30 feet away from each other and that the SimpliSafe® Mobile App was recently opened on your iPhone. For more information, visit our How to use Your Apple Watch With SimpliSafe® article.

To use Snooze Notifications on Android or compatible Smart Watches:

Tap the arrow on the top right of the push notification to expand, and the options will be revealed.

What Does “Push Notifications are Disabled” or “Communication Unsuccessful” Mean?

iOS users may see a “Push Notifications are Disabled” error, and Android users may see a “Communication Unsuccessful” error when trying to enable push notifications on a new SimpliSafe account.

A single phone can only receive push notifications from one system. If you log out of one SimpliSafe account with push notifications enabled and then try to enable push notifications on a different account using the same device, this error will appear.

How To Remove This Error

To remove this error, delete the SimpliSafe mobile app from your device and reinstall it. This will allow you to set up push notifications on one of your systems.

App Error: Your connection is not private

Some Android users may receive an error message reading “Your connection is not private” when trying to log in to the SimpliSafe mobile app. This is due to your browser’s Lets Encrypt Root certificate expiring.

To fix this issue you will need to set Mozilla Firefox as your phone’s default internet browser.

Setting Firefox as Default Browser

1.Download Mozilla Firefox in the Play Store if you have not already.

2.After launching the Firefox browser, locate and tap the 3 dots.

3.Select Settings.

4.Toggle On “set as default browser.”

5.Relaunch the Simplisafe app and try logging in again.

◦ If the problem persists, you can try changing your default browser in your phone’s settings.

Biometric Authentication for SimpliSafe® Accounts

When logging into the SimpliSafe® mobile app, you may be prompted to set up Biometric Authentication.

To be eligible for this feature you will need to have an iOS device that supports Face ID or Touch ID, or an Android device that supports Face Unlock or Fingerprint.

Once Biometric Authentication is configured, you’ll only need to enter your email address and use Biometric Authentication to log in on this device. For other devices or when using the Web App, you will still need to enter your password and may be prompted for 2FA or MFA authentication.

You can manage Biometric Authentication at any time on the SimpliSafe® App.

1.Select the three-bar menu from the top left corner of the app

2.Choose Account Settings

3.Next, choose Multi-factor Authentication

4.Then, you will be brought to the screen to manage your Multi-Factor Authentication log-in options – including Biometric Authentication.

If you are running into issues with Biometric Authentication on your iOS device, there are a few steps that you can take that may resolve your issue.

2-Step Verification for SimpliSafe® Accounts

2-Step Verification is a required element for your SimpliSafe® account and is enabled when you first set it up. When enabled, this feature will send you an email after you log into your account asking to verify your device to ensure that no one is able to access your account without your permission. This occurs upon any new login to a device or during a renewal of login to a device (approximately every 30 days). So, even if someone knew your email and password for your SimpliSafe® account, they wouldn’t be able to get in.

2-Step Verification is set up for the email address we have for your account. To change your email, follow the steps below:

1.Log into your account in the WebApp

2.On the menu on the left, click Manage Account

3.Under the Login Info header, you’ll see a box that says Email

4.Click into this field and type in the email address you wish to use

1.If your email address is grayed out, that means you are on the mobile app. Please log into your account in the WebApp to change your email address

5.When done, click on Save Changes at the bottom of the screen

This feature is a requirement when creating and using your SimpliSafe® Account, and therefore cannot be turned off.

If you require the ability to verify your account from multiple devices, including different phone numbers, see our article on Multi-Factor Authentication for more details.

Why Can’t I See All of My System Locations in the Mobile App?

If you have a SimpliSafe® system at multiple locations, you may notice that you aren’t able to select a location or see all of them within the mobile app. Oftentimes, this is due to the display size of your screen.

How to Locate All of Your Locations on the Mobile App

1.Tap the house icon in the upper right corner of the app to open the location menu

Top of SimpliSafe® mobile app with three-bar navigation on top left, sample location name next it and a house icon for location menu in the upper right corner.

2.Scroll down in the app, which will allow you to see all of your locations

a.It may be helpful to scroll on the right side of the screen, directly across from your locations’ addresses

If you are having trouble scrolling in the locations menu, it may help to adjust the zoom and font size settings on your device.

How to Adjust the Zoom and Font Size on iOS (iPhone)

1.Open Settings and navigate to “Display & Brightness”

2.Under “Text Size”, use the sliding bar to decrease the size of your text

3.Next, navigate to “Display Zoom” and select “Default”

4.After adjusting these settings, force close the SimpliSafe® mobile app and relaunch it

How to Adjust the Zoom and Font Size on Android

1.Open settings and navigate to “Display”

2.Under “Font Size and Styles” and “Screen Zoom”, try decreasing the size for both settings

3.After adjusting these settings, force close the SimpliSafe® mobile app and relaunch it

Dark Mode for the SimpliSafe® Mobile App

Dark mode is a great way to give your eyes a break, by swapping bright white backgrounds for gray and black ones.

You can now enable dark mode for the SimpliSafe® Mobile App on your iOS or Android phone or tablet.

To enable or disable dark mode:

1.Open the SimpliSafe® Mobile App on your phone or tablet

2.Navigate to the three-bar menu in the upper left corner of the app

3.Choose App Settings from the navigation menu

4.Select Display Appearance under Preferences

5.Tap on the mode you wish to use

a.Choosing a selection will automatically save your new setting

TIP! If you are not seeing Dark Mode as an option, please ensure that you are running the latest version of the SimpliSafe® Mobile App.

What Does “Invalid Base Station Serial” Mean?

When adding a Base Station to your system, you may run into an “Invalid Base Station Serial” error message in the SimpliSafe® Mobile App. This could be due to one of two reasons:

• The Base Station’s serial number was entered incorrectly while setting up your system

• You are completing a Base Station replacement, and we are missing some of your account information

While setting up your new system

During the initial set up of your Base Station, you may see the “Invalid Base Station Serial” error message. This generally occurs when the Base Station’s serial number has been entered incorrectly. Closely check the serial number printed on the bottom of your Base Station. We recommend paying attention to characters that seem similar to others, like 1 and I, 2 and Z, and 3 and E.

To avoid typing in the Base Station’s serial number incorrectly, try using your smartphone to scan the QR code on the bottom of the Base Station to set it up successfully.

During a Base Station Replacement

If you see an “Invalid Base Station Serial” error message while completing a Base Station replacement, that could mean that we’re missing some of your account information. If you are subscribed to a paid monitoring plan, you can resolve this issue by taking the following steps:

1.Log into your account in the SimpliSafe® Web App

2.Choose Monitoring from the navigation menu on the left-hand side of the screen

3.On this screen, go to the Monitored Address section and fill out the information with the address that you will use your system at

4.Once done, scroll to the bottom of the page and select Save to make this change

If you are using your SimpliSafe® system with an unmonitored plan, or updating your account’s information did not resolve this issue, please contact our Support team for further assistance.

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 app. You’ll also need to connect your system to Wi-Fi as part of the process.

Getting Set Up

Once you’re ready, head over to the SimpliSafe® App. Outlined below are some of the key steps to help you get set up.

In the app, you should be greeted with a couple of options right on the home screen. Select Set Up a Security System.

Select Scan QR Code to use your phone’s camera to scan the QR code on the bottom of your Base Station—or select enter serial number manually to type it in yourself.

Select a plan. You can take this opportunity to switch to a new plan or, if you want to stay on your current plan, scroll down to the bottom of the page and select Decline 30-Day Free Trial. Then hit Yes to confirm.

You’ll be prompted to connect your SimpliSafe® system to Wi-Fi through the Keypad. If you’ve already done that, you’ll automatically be taken to the next step.

Enter your 4-digit Master PIN to confirm the link.

After pairing the app with your Base Station, you will have access to all the app control features of your plan: the ability to arm and disarm your system from the app, set up push notifications, and more!

Multi-Factor Authentication (MFA) for SimpliSafe® Accounts

Multi-Factor Authentication (MFA) allows you to confirm access to your SimpliSafe® account through a registered phone number. You can register multiple phone numbers to authenticate your SimpliSafe® account for use on different devices.

Note: enabling MFA will replace 2-Step Verification. Once MFA is enabled, you will not be able to downgrade to 2-Step Verification at any point in the future.

To Enable Multi-Factor Authentication

1.Open the SimpliSafe® Mobile App on a smartphone or tablet that is already logged in

2.Navigate to the three-bar menu in the upper left corner of the app

3.Select Account Settings

4.Then, choose Multi-Factor Authentication

5.You’ll be asked to log in again

a.If you have not set up MFA yet, you’ll need to verify your account with 2-Step Verification

6.Select Phone as the authentication method, and then tap Continue

7.Enter a phone number where you would like to send notifications

a.Note: at this time, only US and UK phone numbers are supported

8.Select Text Message (SMS). Phone Call option is not supported in the UK

9.You’ll receive a 6-digit code. Type that code into the box in the SimpliSafe® Mobile App and then tap Continue*

10.From here, you can tap + Add Authentication Method to add more contact numbers, or tap Done if you’re finished

You can follow the above instructions to return to the Multi-Factor Authentication screen and add more contact numbers at any time.

How To Use Multi-Factor Authentication*

When it’s time to log into your SimpliSafe® account using either the SimpliSafe® Mobile App or Web App, you’ll want to take the following steps:

1.Type in your username and password, then select Continue

2.A verification code will automatically be sent to the first Primary Contact’s number. If that is your number, skip to step 5

3.To select a different contact to receive the code, hit the arrow on the right of the phone number

4.Select the phone number you wish to receive the confirmation code. Once selected, the confirmation will be sent automatically

a.Note: If you receive a QR code prompting you to scan it on a device already logged in, hit the X on the screen to select a different confirmation method

5.Type in the confirmation code that you received via SMS and press Continue

6.You will now be logged into your SimpliSafe® account

*Please Note: MFA Confirmation Codes can only be sent to US and UK phone numbers. If you are traveling internationally, we strongly suggest logging out and logging back into the SimpliSafe® Mobile App prior to your departure. This will keep you logged in to the app for 30 days.

App Error: Internet Not Found

The app error “Internet Not Found” indicates that there is a Wi-Fi connection, however, there is not a connection to the Internet.

As a first step, you’ll want to confirm if other devices are able to reach the Internet – such as using a laptop to browse a website.

If you are not able to reach the Internet, the next step you can take is to reset your router. To reset your router simply unplug it from power for 30-60 seconds, then plug it back in. Wait several minutes and try accessing the Internet again.

If you are able to access the Internet after taking those steps, please begin the setup process for your camera again.

If you cannot access the Internet after rebooting your router, please contact your Internet Service Provider (ISP) for further troubleshooting.

SimpliSafe® System and Wi-Fi Requirements

App Requirements:

The SimpliSafe® system can be set up using your Keypad, however, our cameras will require using the SimpliSafe® Mobile App on a compatible Android or iOS device. The SimpliSafe® Mobile App is currently compatible with:

• Android 11 and above

• iOS 16.0 and above

Network Requirements:

Out of the box, the Base Station and cameras are designed to connect to most Wi-Fi networks, however, some networks may require additional configurations to be compatible. Below is a small list of requirements and recommendations to optimise your network for usage with your SimpliSafe® Security System.

• Your Wi-Fi network must have a password

• Your Wi-Fi network must be broadcasting at 2.4GHz

◦ SimpliSafe® cannot connect to 5GHz networks

· Most 5GHz routers are backward compatible with 2.4GHz, however, additional configuration may be required to ensure the band is being broadcasted

• Your SSID and password cannot exceed more than 31 characters each

• Your network must be configured as WPA2 or WPA2/3 Mixed Mode

◦ WPA3 only networks are not compatible with SimpliSafe® devices at this time

• Upload speed requirements based on live stream quality:

◦ 1080p or higher – 2 Mbps per camera

◦ 720p – 1.5 Mbps per camera

◦ 480p – 1 Mbps per camera

Unsupported Network Setups:

• Wi-Fi networks that require portal login

What does the signal strength next to my camera in the app indicate?

SimpliSafe® now indicates the WiFi signal strength in the App next to our latest generation of cameras, Smart Alarm Indoor Camera and Outdoor Camera, so that you can ensure that your camera will work when you need it most. This status represents the connection strength between your camera and your modem/router to proactively identify connection issues in order for you to troubleshoot as necessary.

If you see a Fair or Poor status on the SimpliSafe® Mobile App next to your camera, we recommend running a Connection Check to identify the issue(s) that might be occurring between your network and camera. The Connection Check will test your camera’s connectivity, and provide you with a list of steps you can take to try and improve your signal strength.

To run a Connection Check:

1.Tap on the Cameras tab

2.Select the gear icon in the upper right corner

3.Choose the camera you wish to test the signal of

4.Click on Connection Check and follow the on-screen prompts to test your signal and upload speeds

See below for a brief overview of each of the different statuses:

Good

Good indicates that your camera has a strong connection between itself and your network.

Fair

A fair connection indicates that there may be a problem with your network connection, however, most cameras can still operate without many issues in this state.

Poor

A poor connection indicates there is an issue with the connection between your camera and network. We recommend addressing it so that you do not encounter issues with live streaming from your camera.

Note: Our first generation of cameras, SimpliCam® Wired Indoor Camera and Video Doorbell Pro are not compatible with this feature.

Critical Alert Troubleshooting for iOS

Some iOS (Apple) users may not see the option to enable Critical Alerts within the SimpliSafe® Mobile App. You can turn on Critical Alerts by taking the following steps:

1.Make sure you have the latest version of the SimpliSafe® mobile app on your device.

2.In the mobile app, navigate to the “My System” gear on the bottom of the screen.

3.Select “Alerts & Notifications”.

4.Tap “Push Notifications” and then tap “Enable Critical Alerts”.

You can learn more about Critical Alerts in this Help Centre article.

What Does “Device Connection Problem” Mean and How to Resolve It

The app error “Device Connection Problem” occurs whenever the SimpliSafe® Mobile App cannot reach your Base Station. This can happen if the Base Station is not connected to its Wi-Fi or cellular backup*, or if your smartphone has a poor signal.

*In order for the Base Station to connect to its cellular backup, you must be subscribed to either our Pro, Pro Standard or Pro Premium Monitoring plans.

Troubleshooting the Base Station’s Connection

As a first step, you’ll want to make sure that your Base Station has a strong connection to your Wi-Fi network or your nearest cell tower.

To rule out any interference that could impact the Base Station’s connection, make sure that it is at least 3 feet off the ground and is on a non-dense material like wood or glass. The Base Station should also be in an open-air area, not enclosed in a place like a cabinet or closet.

The Base Station will also experience connection issues if it is placed near any of the following devices:

• Wi-Fi routers

• Televisions

• Wireless weather stations

• Larger appliances that emit radio frequency signals

If your Base Station is near any of these devices, we recommend moving it 3-5 feet away from them.

Resetting the Base Station can also help with re-establishing its connection to your network. Watch the video below for step by step instructions on how to reset the Base Station

Troubleshooting Your Smartphone’s Connection

If your smartphone has weak service, that can cause communication problems between it and the SimpliSafe® Mobile App. If you notice consistent service issues with your smartphone, please contact your carrier for further assistance.

This error can also be caused by a VPN or firewall blocking the SimpliSafe® Mobile App. If you have a VPN or firewall installed on your smartphone, try disabling it temporarily and then access the SimpliSafe® Mobile App again.

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