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:

  • 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 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.

  • I am moving to a new home. How do I tell the Emergency Dispatch Service my new location?
    You can easily update your contact information online at my SimpliSafe for your wireless security system.
  • 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.