Your Base Station may not be in the best location. One trick for finding the best location in your home for the base station is to put your system in "test mode" and then look at the brightness of the blue light at the bottom of the base station. The brighter the light, the stronger the wireless signal (this only works in test mode though). The signal strength indication will update about once every 15 seconds, so you can try putting the base station in a new location for 15 seconds and then see if the brightness increases. The location with the brightest blue light is best and is typically found within 3-5 feet of a window.

It does help to power reset the base station before troubleshooting the location:

Here are the instructions:
1) Remove the power plug from the back of the base station
2) Remove the batteries, you will need a screwdriver to open the battery chamber at the bottom of the base station
3) Replace the batteries
4) Plug in the unit and it will restart in test mode

You can now exit test mode by pressing 'Off' on the Keypad. When you find the location with the brightest blue light, retry your online command features.

You may update your billing information online or by calling customer support. To update your billing information online visit the Billing Information section of your SimpliSafe account. There you can edit your credit card information or add a new credit card to be charged for your service subscription. The subscriptions for your wireless security system are paid monthly in advance and will be automatically debited from the card we have on file.

You can log on to your SimpliSafe online account (using your email address and account password) and click on “Order History” to view the current status of your order. Ground shipping typically takes approximately 3-5 business days, depending on where the burglar alarm is being shipped to.

No problem.

If you have forgotten your PIN, we can help you reset your PIN. We can only do this if your burglar alarm is in the off mode. Please call our main number and and agent will be happy to walk you through resetting your PIN. Your safe word is stored in your online account, which you can easily access online at my SimpliSafe. To access your account, you will need your email address and account password, which you set up when you first opened your account. If you forget your account password, when you go to login, click on "Can't remember your password?" After verifying your identity, SimpliSafe will email a reset password login to you. You can then login and change your password.

If you don't have access to a computer, just call one of our customer support agents at 1-888-95-SIMPLI (957-4675) and we can walk you through resetting your account password, and PIN. Once we have reset your account password, you can login and access your safe word.

Your SimpliSafe online account is provided for your convenience. It stores your alarm settings, bill history as well as offering updates and bill pay options. Additionally, we provide helpful hints and suggestions in addition to using a wireless security system to keep you and your belongings safe. Access your account as little or as often as you like.

Your PIN is a 4 digit number that you can use to turn your SimpliSafe do-it-yourself security system on and off, using your Keypad. Using the SimpliSafe Easy Setup Wizard, you can program up to 5 PINs (the additional PINs may be used for roommates or a landlord) as well as a duress PIN, that you can enter if you are forced to turn off the alarm against your will. By default, your master PIN has been set to “1234”. We recommend that you change this to a new 4 digit number when you setup your system. The master PIN is the only one that can be used to access system settings.

Your safe word is a word chosen by you. If there is an alarm, the Emergency Dispatch Service will contact you and ask you for your name and safe word. If you do not give them the correct safe word, they cannot cancel an alarm and will send the authorities to your location. If you accidentally set off the alarm, you should wait for the dispatch center's call, give them your safe word, and let them know to cancel the alarm.

Your account password is a password (with a minimum of 6 characters) that you can use to access your account online. To log into your account, you will need to enter your email address and account password.

You can easily update your contact information online at my SimpliSafe for your wireless security system.