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:

  • Do SimpliSafe Original sensors work with the new SimpliSafe system?

    The new SimpliSafe system features a complete redesign of all of the sensors and are only compatible with the new system. We will continue to support and sell SimpliSafe Original sensors.

  • Can I upgrade my SimpliSafe Original to the all new SimpliSafe System?

    Currently we do not offer an upgrade to the New SimpliSafe system. If you are still within your 60 day return period then we'd be happy to help facilitate you returning your Original SimpliSafe system and getting refunded. You can then purchase our New SimpliSafe system which is being offered at comparable price. If you are outside of your 60 day return period please call us at 1-888-95-SIMPLI (957-4675), we would be happy to help and explore available options.

  • What is the Setup and Naming mode on my Keypad?

    The Setup and Naming mode in your Keypad's menu puts the Base Station into a pairing mode, that allows you to add multiple sensors to your system at once, without needing to select the sensor type first. This is useful if you have purchased new sensors to expand your system.

  • What does the icon of a gear on my Keypad's display mean?

    The Keypad will display a gear when the Base Station has downloaded a Firmware update from SimpliSafe. Select it to prompt the installation of the update and follow the instructions displayed on your keypad. If you have more than one Keypad they will need to be brought to the Base Station and updated individually.

  • Does my SimpliCam that I bought for my SimpliSafe Original system work with the new SimpliSafe system?

    Yes, the SimpliCam is compatible with either of our SimpliSafe systems.

  • How many Sensors can I connect to the New SimpliSafe System?

    The new SimpliSafe can have up to 100 devices programed to it. This includes Keypads and Sirens as well.

  • How do I connect the new SimpliSafe System to WiFi?

    Your New SimpliSafe system can easily be connected to WiFi by using your Keypad and following these steps;

    1. If armed, please disarm your system.
    2. Press the Menu key and enter your Master PIN.
    3. Using the Keypad's right rocker switch select System Settings
    4. Select Wifi using the right rocker switch
    5. The Keypad will begin to search for nearby networks if it has not been previously connected to one.
    6. Highlight your network using the up and down rocker switches and once highlighted us the right switch to select it.
    7. Using the number pad on your keypad enter your WiFi Network password. If successful the keypad will display "Connected to....(Network Name)"
    8. Press Menu to return to exit out of the menu.

  • What happens if I lose power and have no WiFi Connection? Will my SimpliSafe system still work?

    In the event of a power outage your SimpliSafe Base Station is equipped with a back up rechargeable battery supply that will keep your Base Station powered for up to 24 hrs. It also features a cellular module in the event your WiFi were to stop functioning the Base Station will send a signal over a cellular network.

  • What if I am having trouble with my SimpliSafe system?

    If you are having trouble with your SimpliSafe security system, quite often problems can be cleared with a Base Station reboot. Simply unplug the power cord to your Base Station and, while unplugged, remove a battery (you'll need a screwdriver to get to the battery compartment). Wait a few seconds, and then put the battery back in and plug in the power cord - the Base Station will then come back on. If you continue to have trouble, please call us at 1-888-95-SIMPLI (957-4675), we are happy to help.

  • How do I setup my SimpliSafe SimpliCam?

    Follow these steps for installing your SimpliCam Security Camera.

    1. If you haven't already, download the SimpliSafe App from your phone's App Store (iPhone) or Google Play Store (Android). Once you have the app downloaded and open, log into your account using your SimpliSafe username (the email that you gave us at the time of purchase) and your password. If you don't remember your password, tapping Forgot Password will start the process to reset it.

    2. Tap the three-bar ≡ Menu icon on the top left, and select Cameras. If you do not have any Cameras installed yet, you'll see an Install Camera button. Tap it to get started. If you have another Camera installed already, tap the ⚙ Gear icon, then Add New Camera.
    Note that if you have multiple SimpliSafe systems, you may also need to select which location this Camera is in.

    3. Name your Camera. The name needs to be under 14 characters. Try something simple like "Home" or "Kitchen".

    4. Enter your WiFi information. If your phone is currently connected to your home WiFi, that network will be automatically selected. Otherwise, you can select another network. You will also need to type in your WiFi password. If you don't remember it, you might be able to find the default password printed on the side of your WiFi router. Remember, WiFi passwords are case sensitive. You may want to tap the Show button so that you can see what you are typing. You'll be taken to a page with further instructions.

    5. Tap Get Your Code. You will be shown a QR Code (a square barcode). Hold your phone in front of the Camera, about 12in away, so that it can scan the code. It might help to keep the Camera on a stable surface, and hold your phone as still as possible.

    Once the code is properly scanned, the Camera will attempt to connect to WiFi. You will know that it's connected when the Connected message pops up on the app.

    Hopefully your installation process goes smoothly. If you have any trouble, or if you need help for anything else, please give us a call at, 1-888-95-SIMPLI (957-4675)