Welcome to the SimpliSafe Help Center

Search for answers to your questions. If you don't find what you're looking for, please contact us or visit our customer support forums where you'll find plenty of helpful suggestions from other customers.

Questions and Answers:

  • Does it matter if I put the Panic Button on the wall or can I set it on a shelf/table? How about the Motion Sensor?

    You can place the Panic Button anywhere in your home, but we recommend you use the adhesive tape. This will help make sure that it does not get moved by accident so you’ll always know where it is in an emergency.

    You can set the Motion Sensor for your burglar alarm on a shelf or adhere it to a wall, as long as it is in a safe place and faces the room that you want to cover.

  • I ordered my SimpliSafe System online and haven’t received it. How do I track my order? How long should it take to arrive?
    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.
  • When will my credit or debit card be charged for my monthly Emergency Dispatch Service?
    If you sign up for dispatch service when you purchase your system (recommended), you will be charged for the first month at the time of purchase. However, your service will start only when you activate it. For example, if you purchase your system on June 1 and activate your service on June 15, your first month will begin on June 18 (after the 72 hour wireless security system practice period has ended). Your card will then be charged again just before July 18, August 18 and so on.
  • What if I cancel my monthly service? Will my money be refunded?
    Unfortunately, we cannot refund unused service time. However, if returned within the 60 day money back guarantee period, we can refund the total purchase price of your wireless security system, but not the service time.
  • How much is shipping? How long does it take?
    We offer several shipping options during checkout, including Ground, 2-day Air, Overnight and USPS Priority Mail. Our warehouse is located in Massachusetts so ground shipments to East Coast destinations often take 3 days or less, while West Coast shipments can take 5-7 business days. The shipping cost is calculated based on the size of the wireless security system you order and your address. These shipping quotes are calculated automatically during checkout, at which point you can select your preferred shipping method. If you have any special shipping needs you can contact us at 1-888-957-4675.
  • How do I install SimpliSafe?

    It’s easy to install the SimpliSafe Burglar Alarm. Just insert the Keychain Remote into one of your computer’s USB ports to launch the SimpliSafe Easy Setup Wizard – this is the easiest, fastest way to set up your Home Security System. No software will be installed on your computer. Just follow the onscreen instructions. If the welcome screen does not appear, open “My Computer” on your desktop and look for the “SimpliSafe” drive. On the drive, open the “SimpliSafe.exe” file.

    If you don’t have access to a computer at home, just follow the instructions in the Owner’s Manual. You can always use the Easy Setup Wizard to update your settings and use additional features in the future, just by inserting your Keychain Remote into any computer that you have access to.

  • I’m not allowed to install software on my computer from work. Can I still use the SimpliSafe Easy Setup Wizard?
    Yes, you should still be able to use the Easy Setup Wizard. SimpliSafe does not install any software onto your computer. To access the Easy Setup Wizard to change your DIY security system's setting simply insert the Keychain Remote into the USB port on your work computer.
  • When I used the SimpliSafe Easy Setup Wizard, my firewall gave me a warning. Is this a problem?
    No problem. The SimpliSafe Easy Setup Wizard may cause certain firewalls to provide a warning – this is normal and you should allow the connection to proceed. If you blocked the SimpliSafe.exe file you'll just have to remove the Keychain Remote that came with your burglar alarm and reinsert it. This time do not block the access.
  • How do I activate the batteries for each component? How long will the batteries last?

    You will need to activate batteries for each component before using your system. To activate batteries, simply pull on and remove the white protective strip labeled “please remove to activate batteries” from each component. (This strip will be located on the bottom of the Base Station and on the back of all the other components.)

    Expected battery life is approximately approximately 3-5 years for all sensors and the Keychain Remote, and 1 year for the Keypad and Extra Siren. The Base Station batteries are rechargeable and will provide you with 8 hours of backup power. (After 5 years, you should consider replacing the rechargeable backup batteries.) The Keypad will alert you when any batteries for your wireless security system are low so that you can replace them.

    To change the batteries in your sensors or Keypad, push up on the front of the sensor (in the direction of the blue arrow) – the back will stay on the wall and the battery(ies) will be exposed. Replace the batteries (AA for the Keypad and CO Detector; CR123 for Entry, Motion Sensors, Glassbreak, and Smoke Sensors; CR2032 for the Panic Button; and CR2450 for Water and Freeze). Then slide the front of the sensor back into place.

    To change the battery in the Keychain Remote, first slide off the USB cap. Then slide the battery cover off by pushing the back of the Keychain Remote towards the USB connector. Replace the battery with a CR1632 battery (the same type used in many watches).

    To change the backup batteries in the Base Station, unscrew the bottom of the Base Station, remove the cover and replace with new rechargeable AA batteries.

  • I’ve setup my SimpliSafe components at home but I’m still a little confused about how to personalize my alarm settings.

    No problem! It's so easy to customize your DIY security system!

    The step-by-step SimpliSafe Easy Setup Wizard can be accessed from any computer using your Keychain Remote. Just plug the Keychain Remote into a USB port and the SimpliSafe Easy Setup Wizard will launch and guide you through setting up and using your home security system.

    Even if you don't have access to a computer at home, you can still insert your Keychain Remote into any computer (at work, at a friend's house) to access and change your settings. When you are at home and don't have access to a computer, you can still use your Keypad to customize your settings, though you will not have access to all of the features. Press MENU on the Keypad to access the menu system. You can then 1) Change your PIN, 2) Set a dialing prefix, 3) Add components, 4) Remove components, 5) Test your system, or 6) Exit the menu.

    Remember, whenever you make any changes to your settings on your computer, make sure you insert your Keychain Remote into your Base Station afterwards to update your system.