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:

  • I don’t think my Entry Sensors are set up properly – when I open and close the door, the lights on the Sensor don’t flash.
    If the Sensor light doesn’t flash when the door is opened and closed, the Sensor and magnet may be too far apart to register. Just reposition the Sensor or magnet. It’s a good idea to test the placement of your Sensor and magnet (see if the light flashes when you open and close the door) before you adhere each to the wall with the adhesive tape. As always, you can screw in all of the Sensors for your system using the supplied brackets.
  • How do I reach the Emergency Dispatch Service if I need to cancel my alarm?
    Normally the dispatch center will contact you in the event of a burglar alarm, using the phone numbers you provided when you activated your service. If you need to contact the alarm monitoring station directly, check your online account for the correct phone number. You will need to provide them with the "safe word" you chose when you activated your service in order to cancel the alarm. If you need any further assistance, please call SimpliSafe at 1-888-95-SIMPLI (957-4675) (our main number).
  • Who is the provider of the Emergency Dispatch Service?
    SimpliSafe partners only with fully UL certified emergency dispatch centers based in the United States that meet our rigorous screening process for DIY Security System alarm response. For further details about the dispatch center, please contact us.
  • I’ve registered for my SimpliSafe Emergency Dispatch Service. What exactly happens when the alarm goes off?
    Every time your SimpliSafe wireless security system alarm siren goes off, it emits a loud 85 decibel noise. The alarm immediately contacts our professionally trained dispatchers, who do two things. First, they attempt to reach you and warn you. Second, they contact the police department and ensure help is on the way. The police are contacted even if our dispatchers are unable to reach you.
  • 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 1-888-95-SIMPLI (957-4675) and we will be happy to help you activate your Emergency Dispatch Service over the phone.

  • I can’t hear the Base Station announcements. What should I do?
    It could also be a problem with your system's speaker. To test this, plug in the Base Station in the main room and see if you can hear the prompts. You can also increase the volume of the voice prompts or enable/disable the voice prompts by using the SimpliSafe website or app (Interactive Monitoring ($24.99/month) or you can use the SimpliSafe Setup Wizard on your Keychain remote.
  • How do I navigate the Keypad menu system?
    You can use your do-it-yourself security system's Keypad menu at anytime to change your PIN, add a dialing prefix, add or remove components and test your system. To adjust your settings by using the Keypad menu, first press the menu button button, located at the bottom left of the Keypad. On the Keypad screen, you will see three icons: left arrow, enter sign and right arrow. To use these icons, press the button below each. Use the off buttonand home button buttons to scroll forward and back through the different options listed at the top of the Keypad screen: 1) Change your PIN, 2) Set a dialing prefix, 3) Add components, 4) Remove components, 5) Test your system, and 6) Exit the menu. Press the away button button to make a selection. Press the menu button button to cancel a selection or exit the menu.
  • What if I have a door or window open when I’m setting the alarm?
    SimpliSafe will warn you that a door or window is open with a message on the Keypad that says “1 Entry Sensor open” or “Entry Sensors open”, and also with a voice prompt from the burglar alarm's Base Station. Close open doors / windows. If you do not, those doors / windows will not be protected in the event of an emergency. Once you close them, they will then be protected.
  • Which windows and doors should I put my SimpliSafe Entry Sensors on? How many do I need? How can I order extra Sensors?

    We recommend that you place your DIY Security System's Entry Sensors on all doors and windows that could be accessible to an intruder. If you live on an upper floor, this likely includes your front door and a fire escape in the back. If you live on the ground floor, you can use the Motion Sensor to fill-in coverage in a room with lots of windows. You may also want to consider purchasing additional sensors for extra protection.

    To order additional sensors, please visit our catalog online here..

  • How do I remove the adhesive tape from the Entry Sensor magnet (not the Sensor itself)?
    The Entry Sensor magnet uses a slightly different adhesive than the other sensors. Remove the magnet by rotating the magnet slowly until the adhesive loosens and you can pull it off the wall. You can also purchase from us screwable magnets to use with your burglar alarm.