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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:

  • Can I get a discount on my homeowner's or renter's insurance if I have SimpliSafe?

    Yes, most insurance carriers will provide you with a discount (typically 5-20%) for having a monitored do-it-yourself security system like SimpliSafe. To be eligible for this discount, you must be subscribed to the Emergency Dispatch Service.

    We can provide you with a certificate to show your insurance agent, stating that we are monitoring your home or business.

  • How do I buy the Emergency Dispatch Service? Are there any contracts or minimum commitments?

    It's easy to activate your Emergency Dispatch Service. You can click here to activate (you will need the Serial # located on the bottom of your Base Station) or call us directly at 800-297-1605.

    You can pay for the service each month by charging it to your credit or debit card.

    For complete SimpliSafe burglar alarm pricing on systems and services, visit get SimpliSafe.

    There are no long term commitments and you can cancel monitoring service at anytime for a refund on any unused service.

  • Can I use SimpliSafe without activating the SimpliSafe Emergency Dispatch Service?
    Yes, but we don’t recommend it. Without the Emergency Dispatch Service, only the burglar alarm siren will sound and no authorities will be called. The SimpliSafe Emergency Dispatch Service is easy to set up, can be charged to your credit or debit card, and canceled at any time.
  • My system can't connect to the Emergency Dispatch Center. It keeps telling me "No link to Dispatcher"... what do I do?

    If your SimpliSafe wireless security system cannot communicate with the Emergency Dispatch Center, it will let you know by announcing "No link to dispatcher" when you turn the alarm on and displaying "No link to dispatcher" on the Keypad. Also, the Base Station blue light will blink, indicating a warning.

    Take the following steps to correct this condition:

    1) Make sure you have activated your Emergency Dispatch Service online.

    2) Move the Base Station near a window for better reception or connect it to a landline.

    3) If you are using a landline, make sure the phone cord is securely connected to the wall jack and the Base Station, and that there are no other phones off the hook in your home. Also, if you need to dial "9" or another number to get an outside line, please add this dialing prefix using the Keypad menu (option 2) or Easy Setup Wizard (advanced options). If you do not need a dialing prefix, make sure none is set.

    4) Occasionally, our nationwide wireless provider does not activate an account right away. We are automatically notified when this problem happens and will contact the carrier to resolve it, which may take up to 24 hours.

    If the problem persists, please be sure to contact us.

  • Why Can't I Receive My Confirmation Text Messages?

    Some wireless carriers will by default disable your phone's ability to receive text messages sent by e-mail. Verizon and AT&T users can enable e-mail texts right on their online accounts. Other wireless providers require you to call in for customer support and request that you can receive SMS messages sent to your phone's SMS e-mail address.

    For Verizon:

    Go to Your Account's Spam Controls and log into your account when prompted. On the bottom of this screen there is a button labeled 'Block all text messages sent from email' that you'll just need to deselect. That's it!

    For AT&T

    Go to Your Account's Messaging Controls and log into your account when prompted. You will then need to navigate to your spam control and ensure you have selected the ability to receive e-mail text messages.

  • 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 monitoring service? Will I be refunded for unused time?
    Unfortunately, we cannot refund unused service time. However, any unused time will remain on the account if you choose to reactivate at a later date. If returned within the 60 day money back guarantee period, we can refund the total purchase price of your system, but not the service time.
  • 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 800-297-1605 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.

  • I just installed my system and then accidentally set off the alarm. Why didn’t the Emergency Dispatch Service contact me?

    Your Emergency Dispatch Service will not be begin until you activate your service. It’s easy to activate your service - just click activate (you will need the 6-digit System ID number located on the bottom of your Base Station). Once your service has been activated, your account will be put into "practice mode" for the first 3 days, so that you can learn to use it. The alarm will still sound but the police will not be contacted. You will be notified by email at the end of the practice mode that panic and burglar alarm signals will now be sent to the dispatch service.

    If you don't have access to a computer, please call SimpliSafe at 800-297-1605 and we will be happy to help you activate your Emergency Dispatch Service over the phone.