What to Do When You Can't Add a Camera to SimpliSafe
Adding a SimpliCam or Video Doorbell Pro to your SimpliSafe system should be a straightforward process, but it can be frustrating when the setup repeatedly fails. If you're stuck in a loop where you can't add your new camera, don't worry—the problem is usually a simple connectivity or settings issue that you can solve yourself.
This guide will walk you through the most common reasons why a SimpliSafe camera fails to install and provide clear, step-by-step solutions to get you connected.
Common Reasons for Camera Setup Failure
Before we dive into the fixes, let's understand why the problem happens. Typically, the failure occurs when the camera cannot successfully connect to your Wi-Fi network and then register with your SimpliSafe account.
The most common culprits are:
- Incorrect Wi-Fi Frequency: Using a 5GHz network instead of a 2.4GHz network.
- Wrong Wi-Fi Password: A simple typo in the password entry.
- Weak Wi-Fi Signal: The camera is too far from your router to establish a stable connection.
- Outdated App or System: Your SimpliSafe app or base station firmware needs an update.
- Incorrect Monitoring Plan: Your subscription plan does not support camera installations.
- QR Code Scanning Issues: The camera is not properly scanning the QR code from your phone.
Step-by-Step Troubleshooting: Adding Your SimpliSafe Camera
Follow these steps in order to resolve the issue.
1. Verify Your Monitoring Plan
This is a crucial first step. You cannot add or use any cameras with the free, unmonitored plan or the Standard monitoring plan. You must be subscribed to the Interactive Plan to add a camera. Check your subscription status on the SimpliSafe website to ensure you have the correct plan.
2. Check Your Wi-Fi Network Frequency (2.4GHz vs. 5GHz)
This is the number one cause of setup failure. SimpliSafe cameras can only connect to a 2.4GHz Wi-Fi network. Most modern routers are dual-band, broadcasting both a 2.4GHz and a 5GHz signal.
- Solution: Before you start the setup process, go to your smartphone's Wi-Fi settings and make sure you are connected to the 2.4GHz band. The network name (SSID) for this band often ends in "2.4" or is the name without a "5G" suffix (e.g., "MyHomeWiFi" instead of "MyHomeWiFi_5G"). If you connect your phone to the 5GHz band, the app will try to pass these incorrect credentials to the camera, and the connection will fail every time.
3. Double-Check Your Wi-Fi Password
A simple typo can stop the entire process. When you enter your Wi-Fi password in the SimpliSafe app:
- Tap the 'eye' icon to make the password visible.
- Verify every character, paying close attention to capitalisation and special symbols.
- Ensure there are no extra spaces at the beginning or end.
4. Improve Your Wi-Fi Signal
If the camera is too far from your router, the connection will be too weak to complete the setup.
- Bring them closer: For the initial setup, bring your camera into the same room as your Wi-Fi router. You can move it to its final location after it has been successfully added to your system. This eliminates distance as a variable.
- Reboot your router: Unplug your router from power for 60 seconds and plug it back in. This can resolve temporary network glitches.
5. Update Everything
Outdated software can cause compatibility issues.
- Update the SimpliSafe App: Go to the App Store (iOS) or Google Play Store (Android) and check for any updates to the SimpliSafe app.
- Update Your System: In the app menu, check for any system or base station updates and install them.
6. Tips for Scanning the QR Code
The app will generate a QR code that the camera needs to scan with its lens.
- Screen Brightness: Turn your phone's screen brightness up to the maximum level.
- Avoid Glare: Angle the phone screen to avoid reflections or glare from lights.
- Hold Steady: Hold your phone steady about 15-20 cm away from the camera lens. Slowly move it closer or further away until you hear the camera chime or confirm the code was scanned.
If you have followed all these steps and still can't add your camera, it's time to contact SimpliSafe customer support. With the knowledge you've gained here, you can give them a clear picture of what you've already tried, which will help them solve your problem much faster.