Welcome to the SimpliSafe Help Center

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Questions and Answers:

  • What happens if I forget my PIN and the alarm goes off?
    No problem. If you've tripped your burglar alarm and you subscribe to the Emergency Dispatch Service, you will receive a call from the dispatch center. After the operator has verified your identity (please have your safe word handy), he or she can cancel any alarms for you. Then you can call 1-888-95-SIMPLI (957-4675) to speak with one of our customer support agents to reset your PIN.
  • I’m getting lots of false alarms – what could be wrong?

    First, try inserting your Keychain Remote into your DIY security system's Base Station to download false alarm data and then into your computer to analyze that data. Follow the recommendations. Alternatively, if you know the cause of the false alarms, try the following:

    1. Entry Sensor: Make sure the sensor and magnet are less than 2 inches apart when the door or window is closed. Make sure both pieces are firmly attached.

    2. Motion Sensor: If you have pets, move the sensor higher up and further out of their reach. Also, make sure the sensor does not face a heater, air conditioner, or direct sunlight.

    3. Panic Button: If a panic button is being pressed accidentally, first try to move it to a different location (perhaps adhere it to a wall rather than setting in on a table). If you do not feel you need it, consider disabling it through the Easy Setup Wizard software on your Keychain Remote (Adjust Settings > Manage Components > select “Disabled” from the "Settings" drop-down box for that component). WARNING: if you do this, the Panic Button will no longer be active for an emergency.

    4. Forgotten PIN: Change your PIN to something easier to remember. Provide others with their own PIN that is easy for them to remember.

  • What is a duress PIN?
    Your SimpliSafe Do-It-Yourself Security System allows you to use up to 5 PINs, so that you can designate personal PINs for different roommates, a landlord, etc. In addition, you can choose to select a duress PIN. The duress PIN is to be used in the event that you are forced to turn off the alarm against your will. This PIN will turn off the alarm siren, but will still send the alarm signal to the dispatch service, who will attempt to reach you and then contact the proper authorities.
  • My repairman is scheduled to visit my home while I’m at work. Will I have to turn off my SimpliSafe System?
    No. You can create up to 4 additional PINs (in addition to the duress PIN) for use with the SimpliSafe System. Provide temporary PINs to visitors while keeping your apartment and belongings safe. Once your repairman has finished you can always delete the temporary PIN so he can no longer access your wireless security system.
  • I forgot my PIN / safe word / account password. What do I do?

    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.

  • What is the difference between my PIN, safe word and account password?

    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.