SimpliSafe App Not Connecting? Your UK Troubleshooting Guide
The SimpliSafe app is your remote control for peace of mind, allowing you to arm, disarm, and monitor your home security from anywhere. When the app fails to connect, it can be unsettling. You might see a 'No Connection' error or find that the app is stuck on a loading screen, leaving you unsure of your system's status.
This guide will walk UK users through the common causes of SimpliSafe app connection issues and provide clear, simple steps to get it working again.
## Initial Checks: Your Phone and the App
Before looking at your security system hardware, the first place to check is your smartphone and the app itself.
- Verify Your Internet Connection: The SimpliSafe app needs an active internet connection to function. Open a web browser on your phone and try to load a new page. If it doesn't load, the problem is with your phone's Wi-Fi or mobile data, not SimpliSafe. Connect to a stable network and try again.
- Force-Close and Reopen the App: A temporary glitch within the app can often be solved with a simple restart.
- On iOS: Swipe up from the bottom of the screen to view open apps, then swipe the SimpliSafe app card away to close it.
- On Android: Go to 'Settings' > 'Apps', select the 'SimpliSafe' app, and tap 'Force Stop'.
- Once closed, reopen the app.
- Check for App Updates: An outdated app version can sometimes cause connection problems. Visit the Apple App Store or Google Play Store to see if an update is available for the SimpliSafe app.
- Log Out and Log Back In: In the app, navigate to the menu, select 'Log Out', and then sign back in with your email and password. This can refresh the connection token with the SimpliSafe servers.
## Checking Your SimpliSafe System's Connection
If your phone and the app are working correctly, the issue may lie with the connection to your Base Station at home. The Base Station connects to the SimpliSafe service via your home Wi-Fi and has a built-in cellular module as a backup.
### Step 1: Check Your Home Internet
If your home internet is down, the Base Station cannot connect via Wi-Fi. Check if other devices in your home can get online. If not, your Base Station may have switched to its cellular backup (if you have a monitoring plan), but the connection might be slower. The most effective fix is to reboot your home router. Unplug it from power for 60 seconds, then plug it back in. Wait a few minutes for it to fully restart before checking the app again.
### Step 2: Ensure Your Subscription is Active
Remote app control is a feature of SimpliSafe's paid monitoring plans. If you have cancelled your subscription or if a payment has failed, app functionality will be disabled. You can verify your subscription status by logging into your account on the main SimpliSafe website.
### Step 3: Refresh the Connection from the Keypad
You can re-establish the connection from your system's Keypad.
- Press Menu on your Keypad and enter your Master PIN.
- Navigate to System Settings.
- Select Diagnostics.
- Scroll to Wi-Fi and select it to re-test the connection.
This will force the Base Station to attempt a fresh connection to the server, which can often resolve the app's 'Offline' status.
### Step 4: Power Cycle the Base Station
As a final step, you can reboot the Base Station itself.
- Unplug the power cord from the bottom of the Base Station.
- Unscrew the battery compartment and remove one of the batteries.
- Wait for 30-60 seconds.
- Re-insert the battery and screw the cover back on.
- Plug the power cord back in.
The Base Station will announce it's in 'Test Mode' once it reboots. You can exit this from the Keypad. This full reboot can clear any persistent connection errors.
By following these steps, you can systematically diagnose the cause of the connection failure and restore the link between your app and your security system.