If your SimpliSafe security system won't arm, shows sensors as offline, or the mobile app isn't connecting properly, this guide covers the most common problems and solutions.
System Won't Arm
When the base station refuses to arm:
- Check all entry sensors show as closed
- Look for sensors showing "Open" or "Malfunction"
- Walk through your home and physically check each sensor
- Check for low battery warnings on sensors
- Verify keypad has battery power
- Try arming from a different method (keypad, app, key fob)
Entry Sensor Showing Offline or Malfunction
For door/window sensor issues:
- Check the sensor battery - replace if low
- Ensure sensor and magnet are aligned and close together
- Remove and re-add the sensor in the SimpliSafe app
- Clean the sensor contacts
- Check for interference from metal door frames
- Move base station closer if sensor is at edge of range
Motion Sensor Not Detecting
When motion sensors won't trigger:
- Verify the sensor is set to "On" in your settings
- Check Secret Alert vs Instant Trigger settings
- Ensure the sensor isn't in a corner with limited view
- Mount 4-5 feet high for optimal detection
- Check battery level and replace if needed
- Don't point directly at windows (temperature changes cause false readings)
Base Station Offline or Not Connecting
If the base station loses connection:
- Check your WiFi network is working
- Verify the base station is plugged in
- Check the cellular signal icon on the base station
- Restart the base station by unplugging for 30 seconds
- Move the base station away from other electronics
- Contact SimpliSafe if cellular backup isn't working
Mobile App Not Syncing
When the app shows wrong status:
- Pull down to refresh the app
- Force close and reopen the app
- Check your phone's internet connection
- Log out and log back into the app
- Verify your SimpliSafe subscription is active
- Update the app to the latest version
Camera Not Recording or Viewing
For SimpliCam issues:
- Check camera is connected to WiFi
- Verify camera is assigned to your system
- Ensure you have an active plan that includes cameras
- Check camera privacy shutter isn't closed
- Power cycle the camera
- Check WiFi signal strength where camera is placed
Keypad Not Responding
When the keypad doesn't work:
- Check/replace batteries (uses 4 AA batteries)
- Ensure keypad is within range of base station
- Re-add keypad to system if needed
- Clean keypad buttons if sticky or unresponsive
- Verify correct PIN is being entered
- Try factory resetting the keypad
False Alarms
To reduce false alarm triggers:
- Adjust motion sensor placement away from HVAC vents
- Secure loose-fitting entry sensors
- Add entry delay to frequently used doors
- Check for pets triggering motion sensors
- Ensure entry sensors aren't affected by vibration
- Update sensor firmware if available
Factory Reset Base Station
For persistent issues:
- Press and hold the button on the base station for 20 seconds
- You'll hear a confirmation message
- All sensors will need to be re-added
- Contact SimpliSafe support for help with setup
- Note: This doesn't cancel your monitoring subscription