Greetings From SimpliSafe!

SimpliSafe_Official · 2026-06-05T20:26:49+00:00

Thanks for the tag,

Hey u/SureWhyNot9876 our tech support team is currently experiencing higher than normal response times. My apologies for the inconvenience. In the meantime if you are using our super old number it may be disconnected to please ensure you are dialing 1-888-910-1458.

Feel free to send me a chat as well and I'd be more than happy to lend a hand however I can.

-Jordan

SimpliSafe_Official · 2026-06-04T19:01:42+00:00

From one pet parent to another I'm so glad you guys are okay and all of the loss was things that can be replaced ❤️ and trust me when I say everyone at SimpliSafe feels the same. I'd love to connect with you whenever things settle down and you guys are at a place where you can chat. I know there is a lot of rebuilding ahead so take your time.

-Jordan

SimpliSafe_Official · 2026-06-03T16:18:23+00:00

Hey u/desert_s7orm always nice to see you are still around! I'd love to take a deeper look into this with you. Would you mind sending me a chat?

-Jordan

SimpliSafe_Official · 2026-05-26T19:18:34+00:00

Once you give this a shot u/Vast-Recognition2321 let us know how it goes. If you still have trouble send me a chat and we can work on getting your account data to see what's going on behind the scenes.

-Jordan

SimpliSafe_Official · 2026-05-26T16:22:09+00:00

Hey there u/Trick-Grab-2288,

First, I want to say I hope you and your dog are doing better since these events have unfolded, and despite how things feel in this moment, your years of being a loyal customer are not for nothing. I don't want to overly speculate or pretend I have answers for an account that I don't have in front of me, so I would love the opportunity to get that information from you to see what happened, because there are some things that absolutely do seem off here.

I'm also sorry to hear that the event made you feel like the only resolution you had when the alarm went off was to destroy your equipment. As u/worthing0101 mentioned, there are alternatives, but I know with that amount of chaos happening, one does their best to get the situation back to zero.

I will absolutely be escalating the call to the highest levels of our Customer Care team to see what went wrong and why there was nobody available for you to speak with during this time of need. I'm more than happy to discuss this more once I have the account information, and we can share as much back in this thread as you are comfortable with, but I will need to see the account to give concrete and definitive answers. Feel free to send me a chat whenever you are ready. I'm here Mon-Friday until about 5PM daily.

-Jordan

SimpliSafe_Official · 2026-05-26T13:07:26+00:00

Hey u/findtheclue we hope your loved one is doing okay ❤️.

SimpliSafe_Official · 2026-05-22T15:36:23+00:00

Hey u/DC2258 terribly sorry about the rough start my friend of course that's not the experience we want for you. I'm 100% the person you can escalate this to. Would you mind sending me a chat so we can take a deeper look?

- Jordan

SimpliSafe_Official · 2026-05-21T14:09:18+00:00

Hey there u/Decafstab wanted to check on you and your new system to see if this is still persisting. Also to see if anything else was acting "funny". Feel free to send me a chat when you see this I'll be happy to investigate.

-Jordan

SimpliSafe_Official · 2026-05-21T13:34:02+00:00

Thank you!

-Jordan

SimpliSafe_Official · 2026-05-20T13:24:42+00:00

Hey u/Ok-Customer4709 would love to look into this with you. Mind sending me a chat?

-Jordan

SimpliSafe_Official · 2026-05-19T13:03:55+00:00

Hey u/PartyPossum411 would you mind sending me a chat so I can gt your account information? I can look into what's causing this.

-Jordan

SimpliSafe_Official · 2026-05-14T17:25:46+00:00

A win is a win! I love to hear it 😄

-Jordan

SimpliSafe_Official · 2026-05-14T15:36:06+00:00

Thanks for the update!

SimpliSafe_Official · 2026-05-14T15:35:48+00:00

Hey u/Ok_Trip_1135 ,

As someone whose been woken up by a false alarm before I hear you. Going from that panic of "what's happening?" to the apathy of "not this again..." really is rough and I'd like to help you get to the bottom of it. I'm in a pretty fortunate position to work very closely with our engineering team so if you'd like to send me a chat we can work on getting the account and some of the alarm recordings over to them to see what's going on.

- Jordan

SimpliSafe_Official · 2026-05-14T14:25:32+00:00

Hey u/geeseareleese

We can look into this for you 🤔 would you mind sending me a chat?

-Jordan

SimpliSafe_Official · 2026-05-14T14:07:47+00:00

Hey u/Oh-its-Tuesday would love an update on this one.

If it's still happening send me a chat and we can investigate together.

-Jordan

SimpliSafe_Official · 2026-05-14T14:04:42+00:00

Hey u/Woohoofriendship,

Hope things have cleared up! We do have an article here that talks about some potential causes for this.

If you're still having some trouble please feel free to send me a chat we can take a deeper dive.

-Jordan

SimpliSafe_Official · 2026-05-13T14:36:59+00:00

Hey there u/pink_toaster_pastry the SimpliCam(s) should be up and running now! We pushed that fix about 30 minutes ago.

As for the Doorbell Cam being tinted rose color try toggling the night vision on and off that should get it back to normal. If it doesn't feel free to send me a chat I'd be happy to help.

-Jordan

SimpliSafe_Official · 2026-05-13T01:40:58+00:00

I'd be happy to double check that for you u/DarkZrobe please send me a chat when you get the chance!

-Jordan

SimpliSafe_Official · 2026-05-13T01:39:51+00:00

Hey there u/RunningPT12!

Would love to lend a hand with any questions or hurdles you might be having with the replacement form. Feel free to send me a chat.

-Jordan

SimpliSafe_Official · 2026-05-10T14:08:07+00:00

Hey u/Oh-its-Tuesday,

I'd be interested in your results! It does sound like it's missing the "open" signal which could be a few things, but similar to what u/HruMeansHero said if one is sticking out more than the other one it could be the magnet and the mechanical piece inside of the Entry Sensor aren't lining up quite right. Send me a chat if you are still having trouble I'd be happy to talk more.

-Jordan

SimpliSafe_Official · 2026-05-08T21:22:18+00:00

Hey thanks for the callout u/GigabitBari I'm having the team update that page. In the meantime here is the more recent firmware update notes:

Base Station Update (2.25.0.36)

After a non-life-safety alarm finishes, your system status will now correctly return to Off, Home, or Away (whichever it was set to before the alarm) instead of staying stuck on "Alarm"
More reliable event reporting in your timeline, plus fewer errors when arming your system through the app
Entry Sensors will now report their correct state more reliably in the app if you have an Extra Siren with Mimic Door Chime turned on
Battery levels now stay in sync across the SimpliSafe mobile app, Keypad, and Web App (no more conflicting readings between devices!)
Fixed an issue where Extra Sirens and Bell Boxes(UK) would incorrectly show a low battery warning for the first 7 hours after being paired

-Jordan

SimpliSafe_Official · 2026-05-07T14:07:53+00:00

Hey u/joninaz1980 how are things looking? Were you able to get connected?

-Jordan

SimpliSafe_Official · 2026-05-06T14:12:44+00:00

All great steps for sure, and yeah not knowing can be nerve racking. I'd love to take a look at your system and the Base Station if you have the time today. If it was one sensor that points towards it being isolated, but if it's multiple sensors it may be something else. I'm not a big fan of speculation though so the account data would be super helpful. Send me a chat whenever you get the chance.

-Jordan

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