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    Glassbreak Sensor Offline

    If your Glassbreak Sensor is showing as offline on the SimpliSafe® Mobile App, this is an indicator that the battery within the device needs to be replaced. 

    The Glassbreak Sensor takes a single Duracell CR-123A Lithium 3V battery and has a life expectancy of up to 3 years, depending on placement and usage.

    To replace the battery, slide the sensor up and off its bracket. Then replace the lithium battery and slide the sensor back onto the bracket. 

    Please note that the error may take up to 24 hours to clear from the SimpliSafe® Mobile App after taking these steps. If you want to bypass that timeframe, there are two steps you can take to remove the error from the SimpliSafe® App.

    First, place your system into Test Mode and test the sensor to reestablish a connection.

    To place your system into Test Mode:

    1. Using your Keypad go to Menu > Enter Primary PIN > Test Mode

    2. Press and release the button on the Glassbreak Sensor. The Base Station should announce “Glassbreak Sensor” and the timeline on the SimpliSafe® App should show “Glassbreak Sensor Test”.

    If the Test Mode step does not work, it’s possible that your sensor has been offline for too long. The best step would be to remove the sensor from the SimpliSafe® App and then add it back to your system.

    To remove your Glassbreak Sensor:

    1. Open the SimpliSafe® Mobile App on your phone or tablet

    2. Choose My System from the bottom navigation bar

    3. Select Device Settings

    4. Tap on the sensor you wish to remove

    5. Choose Remove Device

    Once you have removed your sensor, you can add it back using our Installation Guide.

    Help Center Article

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    Glassbreak Sensor

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    Testing the Entry Sensor

    Test Mode is a great way to test the connection between your Base Station and other SimpliSafe® products. We recommend periodically placing your system into Test Mode to ensure that your devices are still communicating with the Base Station without any errors. 

    Placing Your System Into Test Mode

    1. Disarm your system by pressing OFF on the Keypad

    2. Press the Menu button on your Keypad

    3. Enter your Master PIN

    4. Scroll until Test Mode is highlighted

    5. Use the right arrow and tap to the right to enter Test Mode

    You’ll know you are in Test Mode when you see a circle on the Keypad appear with the text, “Test each device by pressing its button”.

    Note: If you subscribe to monitoring, you will receive an automated call from the monitoring center asking you to confirm you placed your system into Test Mode. If you do not answer – no worries! A voicemail will be left to alert you to the system test, and it will not result in a request for dispatch.

    Testing the Entry Sensor

    To test your Entry Sensor, open and close protected doors and windows. The Base Station will announce “Entry Sensor” if the test was successful. 

    You can also press the button on the top of the Entry Sensor to test the sensor’s functionality. This will also result in the Base Station announcing “Entry Sensor” if successful. 

    Once you are done testing your Entry Sensor, press the left arrow key on the Keypad’s screen to exit Test Mode.

    Troubleshooting the Entry Sensor

    If you are testing your Entry Sensor and do not hear the Base Station announce “Entry Sensor”, the first thing you’ll want to do is confirm you can hear the Base Station from the location you’re testing in. You can adjust the Base Station’s volume under the Base Station Settings menu, by selecting Voice Prompts.

    As a next step, you’ll want to confirm that the Entry Sensor's battery is functioning. The Entry Sensor takes a single Duracell CR-2032 Lithium 3V battery and has a life expectancy of up to 5 years, depending on placement and usage.

    If you are still unable to hear the Base Station announce “Entry Sensor” it’s possible that there could be an issue with the location of the Base Station, or there is Radio Frequency (RF) interference at play.

    Other electronic devices within your home may communicate on similar frequencies, resulting in wireless interference between your SimpliSafe® devices. Because of this, we recommend keeping your Base Station and Entry Sensor at least 3-5 feet away from the following devices:

    • Wi-Fi Routers

    • Large TVs

    • Weather Stations

    • Large Appliances (especially in the kitchen and laundry rooms)

    • Baby monitors

    • Remote Controlled Garage Door Openers

    • LED Lights or Christmas Lights

    This above list is to give you an idea of what devices may cause interference within your home, and is in no means an exhaustive list of all devices. There may be other devices that output RF or Wi-Fi signals that could impede the connection between your Base Station and SimpliSafe® devices.

    We also recommend avoiding placing your Entry Sensor on a metal or magnetic surfaces, whenever possible. If you do need to place the sensor on one of these surface types, please keep the following in mind:

    • If you are mounting the Entry Sensor to a metal door, we recommend placing a thin piece of cardboard between the sensor and the door.

    • If you are mounting the Entry Sensor to a magnetic door or frame, we recommend that you place the magnet on the magnetic surface.

    This will ensure that your Entry Sensor has the best signal possible to communicate with your Base Station.

    Help Center Article

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    Entry Sensor

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    How To Replace Water Sensor Battery

    The Water Sensor takes one Duracell CR-2032 Lithium 3V battery and has a life expectancy of up to 5 years depending on placement and usage.

    To change your Water Sensor battery, twist the bottom and top apart and replace the battery inside. To close it again, make sure that the grooves are aligned before twisting it shut.

    If your sensor is still offline after replacing the battery, skip to the section below for troubleshooting steps.

    Is your Water Sensor still offline after replacing the battery?

    If the sensor does not come back online after changing the battery, it’s possible that your sensor has been offline for too long. The best step would be to remove the sensor from the SimpliSafe® Mobile App and then add it back to your system.

    To remove your Water Sensor:

    1. Open the SimpliSafe® Mobile App on your phone or tablet

    2. Choose My System from the bottom navigation bar

    3. Select Device Settings

    4. Tap on the sensor you wish to remove

    5. Choose Remove Device

    Once you have removed your sensor, you can add it back using our Installation Guide

    Help Center Article

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    Water Sensor

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    Testing the Water Sensor

    Test Mode is a great way to test the connection between your Base Station and other SimpliSafe® proucts. We recommend periodically placing your system into Test Mode to ensure that your products are still communicating with the Base Station without any errors. 

    Placing Your System Into Test Mode

    1. Disarm your system by pressing OFF on the Keypad

    2. Press the Menu button on your Keypad

    3. Enter your Master PIN

    4. Scroll until Test Mode is highlighted

    5. Use the right arrow key to enter Test Mode

    You’ll know you are in Test Mode when you see a circle on the Keypad appear with the text, “Test each device by pressing its button”.

    Note: If you subscribe to monitoring, you will receive an automated call from the monitoring center asking you to confirm you placed your system into Test Mode. If you do not answer – no worries! A voicemail will be left to alert you to the system test, and it will not result in a request for dispatch.

    Testing the Water Sensor

    To test the Water Sensor, press the button on the top of the device. You’ll hear the Base Station announce “Water Sensor” to confirm the test was successful. 

    Once you are done testing your Water Sensor, press the left arrow key on the Keypad’s screen to exit Test Mode.

    Troubleshooting the Water Sensor

    If you are testing your Water Sensor and do not hear the Base Station announce “Water Sensor”, the first thing you’ll want to do is confirm you can hear the Base Station from the location you’re testing in. You can adjust the Base Station’s volume under the Base Station Settings menu, by selecting Voice Prompts.

    As a next step, you’ll want to confirm that the Water Sensor's battery is functioning. The Water Sensor takes a single Duracell CR-2032 Lithium 3V battery and has a life expectancy of up to 5 years depending on placement and usage.

    If you are still unable to hear the Base Station announce “Water Sensor”, it’s possible that there could be an issue with the location of the Base Station, or there is Radio Frequency (RF) interference at play.

    Other electronic devices within your home may communicate on similar frequencies, resulting in wireless interference between your SimpliSafe® devices. Because of this, we recommend keeping your Base Station and Water Sensor at least 3-5 feet away from the following devices:

    • Wi-Fi Routers

    • Large TVs

    • Weather Stations

    • Large Appliances (especially in the kitchen and laundry rooms)

    • Baby monitors

    • Remote Controlled Garage Door Openers

    • LED Lights or Christmas Lights

    This above list is to give you an idea of what devices may cause interference within your home, and is in no means an exhaustive list of all devices. There may be other devices that output RF or Wi-Fi signals that could impede the connection between your Base Station and SimpliSafe® devices.

    Help Center Article

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    Water Sensor

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    Testing the Glassbreak Sensor

    Test Mode is a great way to test the connection between your Base Station and other SimpliSafe® products. We recommend periodically placing your system into Test Mode to ensure that your devices are still communicating with the Base Station without any errors. 

    Placing Your System Into Test Mode

    1. Disarm your system by pressing OFF on the Keypad

    2. Press the Menu button on your Keypad

    3. Enter your Master PIN

    4. Scroll until Test Mode is highlighted

    5. Use the right arrow key to enter Test Mode

    You’ll know you are in Test Mode when you see a circle on the Keypad appear with the text, “Test each device by pressing its button”.

    Note: If you subscribe to monitoring, you will receive an automated call from the monitoring center asking you to confirm you placed your system into Test Mode. If you do not answer – no worries! A voicemail will be left to alert you to the system test, and it will not result in a request for dispatch.

    Testing the Glassbreak Sensor

    To test the Glassbreak Sensor, first, press the button on the top of the Glassbreak Sensor. This will lower the sensor’s sensitivity so that it can be triggered by just the sound of a hand clap. Walk to the window or glass door that you want the sensor to watch over and clap your hands once. If successful, the Base Station will announce, “Glassbreak Sensor”.

    We recommend trying the clap test at different spots in the room to ensure that your Glassbreak Sensor is in the best spot.

    Once you are done testing your Glassbreak Sensor, press the left arrow key on your Keypad’s screen to exit Test Mode.

    Troubleshooting the Glassbreak Sensor

    If you are testing your Glassbreak Sensor and do not hear the Base Station announce, “Glassbreak Sensor”, the first thing you’ll want to do is confirm you can hear the Base Station from the location you’re testing in. You can adjust the Base Station’s volume under the Base Station Settings menu, by selecting Voice Prompts.

    As a next step, you’ll want to confirm that the Glassbreak Sensor's battery is functioning. The Glassbreak Sensor takes a single Duracell CR-123A Lithium 3V battery and has a life expectancy of up to 3 years, depending on placement and usage.

    If you are still unable to hear the Base Station announce “Glassbreak Sensor”, it’s possible that there could be an issue with the location of the Base Station, or there is Radio Frequency (RF) interference at play.

    Other electronic devices within your home may communicate on similar frequencies, resulting in wireless interference between your SimpliSafe® devices. Because of this, we recommend keeping your Base Station and Glassbreak Sensor at least 3-5 feet away from the following devices:

    • Wi-Fi Routers

    • Large TVs

    • Weather Stations

    • Large Appliances (especially in the kitchen and laundry rooms)

    • Baby monitors

    • Remote Controlled Garage Door Openers

    • LED Lights or Christmas Lights

    This above list is to give you an idea of what devices may cause interference within your home, and is in no means an exhaustive list of all devices. There may be other devices that output RF or Wi-Fi signals that could impede the connection between your Base Station and SimpliSafe® devices.

    Help Center Article

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    Glassbreak Sensor

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    How SimpliSafe® Products Respond During an Alarm

    ​​​SimpliSafe’s® Professional Monitoring protects your home or business across many types of alarms. Depending on your monitoring plan and alarm type, when an alarm is triggered, you’ll be notified through App Push Notifications or Alarm Text Messages. You’ll also be able to interact with our in-app Alarm Screen to cancel alarms or request help from emergency responders. 

    Alarm types are divided into four categories:

    • Burglary (Entry, Motion, Glassbreak, Panic Button, Duress)

    • SimpliSafe® Active Guard Outdoor Protection Alarms (Pro, Pro Plus plans only)

    • Life Safety (Fire and Carbon Monoxide)

    • Environmental (Water and Temperature Alerts)

    If the system is disarmed within a few moments of the initial alarm signal, this will be considered a false alarm by our monitoring center. That means you will not receive a phone call, as we assume you are safe, and emergency services will not be requested to your location. 

    Entry Sensor, Motion Sensor, and Glassbreak Sensor

    When your system is in an armed state (Home or Away mode) and one of these sensors is triggered, a countdown will begin unless you have configured Instant Trigger. The Entry Delay default is 30 seconds, but can be adjusted up to 4 minutes in the SimpliSafe® Mobile App. If you do not disarm your system before this entry countdown elapses, the alarm will sound and you will need to cancel the alarm in order to prevent the dispatch of emergency services.

    Panic Button

    When the button on the Panic Button, Key Fob, or Keypad is pressed for 2 seconds, it sends a notification to the monitoring center* that you require assistance at your location. Your Panic Button can be configured in several ways, which results in different scenarios that play out in the event of an alarm. Under all configurations - except Silent Alarm - you’ll receive an Alarm Text and a phone call to confirm the status of your location. 

    Please note that alarms triggered by Panic Buttons are not able to be cancelled via Alarm Text or the SimpliSafe® App in order to ensure your safety. 

    *The Panic Button will only alert the monitoring center of the emergency at your location when subscribed to a professional monitoring plan.

    Duress

    SimpliSafe® Security Systems are equipped to set up a Duress PIN that you can enter if you are being forced to put in your system information. This PIN type is for emergencies. If you enter the Duress PIN into your Smart Lock’s PIN Pad or Keypad, our monitoring team will request dispatch of emergency services immediately. You will not hear an alarm siren or get a phone call for your safety. 

    We hope you never have to use this feature, but it’s important to set it up and learn more about it to arm yourself with the knowledge to protect yourself. Please make sure the Duress PIN is uniquely different from your Master PIN to reduce the likelihood of entering it by mistake and receiving dispatch unintentionally.

    When you pair your Outdoor Camera Series 2 with a Pro Plus or Pro Monitoring Plan, you’ll get access to SimpliSafe® Active Guard Outdoor Protection. Once you’ve enrolled your camera(s) and armed your system within your monitoring hours (24/7 for Pro Plus subscribers, 8pm-6am local time for Pro subscribers), your cameras will be on the lookout for intruders. When someone who does not match a Familiar Faces profile is seen on camera, our monitoring specialists will choose to engage with the individual through the camera’s two-way audio, and request dispatch to your location as necessary. 

    Smoke-Related Alarms

    When the Smoke Detector or Smoke & CO Detector detects particulates consistent with smoke, or the Smoke & Carbon Monoxide Alarm Listener hears your third-party smoke detector go off, it will sound the alarm to notify you of the potential hazard.

    After the alarm has sounded, two things will happen at once, depending on your monitoring plan. The Primary Contact(s) of that location will receive an Alarm Text, and the first Primary Contact will receive a phone call from the monitoring center. Alarm Texts and push notification from the SimpliSafe® Mobile App for life safety events are only to alert you of the hazard, and cannot be used to cancel the alarm, disarm your system, or request dispatch. 

    Primary Contacts can cancel the alarm or request help from your local fire department for smoke over the phone without the need for your Safe Word. You can also cancel smoke alarms by disarming your system with your PIN at the Keypad. 

    If you do not answer the phone or cancel the alarm at your Keypad in a timely manner, our monitoring team will automatically request dispatch from your local fire department, who will be dispatched to the location address on file for your SimpliSafe® system.

    Carbon Monoxide-Related Alarms

    When the Carbon Monoxide Detector detects carbon monoxide, or the Smoke & Carbon Monoxide Alarm Listener hears your third-party carbon monoxide detector go off, it will sound the alarm to notify you of the potential hazard. 

    After the alarm has sounded, the first Primary Contact will receive an Alarm Text and a phone call from the monitoring center. Alarm Texts and push notifications from the SimpliSafe® Mobile App for life safety events are only to alert you of the hazard, and cannot be used to cancel the alarm or request dispatch. 

    Note: Due to the serious and potentially life-threatening nature of carbon monoxide poisoning, there is no way to cancel carbon monoxide alarms. If a CO alarm is triggered, we will request dispatch to the location on file for your SimpliSafe® system.

    Temperature Sensor

    The Temperature Sensor will sound an alarm when it detects that the temperature within your home or business has gone above or below the temperature range that you set. This can help alert you to the potential hazard at hand, such as the potential for freezing pipes, or the cooling within your home no longer working during a heat wave.

    When an alarm is triggered you will receive push notifications, Alarm Texts, and an automated phone call. The call is placed to the Primary Contact first, followed by the Secondary Contact in the event the Primary Contact does not answer. We do not request for dispatch to your system’s location for these alarms.

    Water Sensor

    The Water Sensor will sound an alarm when it detects water in its chamber. This could be the result of a small leak, or something more dangerous like flooding within your home or business.

    When an alarm is triggered you will receive push notifications, Alarm Texts, and an automated phone call. The call is placed to the Primary Contact first, followed by the Secondary Contact in the event the Primary Contact does not answer. We do not request dispatch to your system’s location for these alarms.

    Alarm Texts

    Beyond disarming at the keypad, you also have the option to cancel the alarm or request dispatch of emergency services by Alarm Text. If you respond to the text with a C during the grace period, you won’t receive a call from our monitoring center. 

    You can also disarm your system via Alarm Texts after burglary alarms by replying back with “Disarm now” to the disarm text prompt. This is not case sensitive, so replying back with “disarm now” will also work. Disarming your system via Alarm Texts is a great way to ensure that subsequent alarms don’t occur while you work to get back to your home or business.

    Alarm Texts for life safety events are only to alert you of the hazard, and cannot be used to cancel the alarm or request dispatch.

    SimpliSafe® Mobile App

    If you have alarm Push Notifications turned on, you will get a notification during an alarm that will take you to our Alarm Screen feature in the SimpliSafe® app where you can cancel your alarm (depending on the alarm type) or request help with the touch of a button. 

    If the alarm is not cancelled by any of the above methods within the grace period, the Primary Contacts will receive a call from our monitoring center. During this call you will be required to provide your Safe Word to the agent you speak with to cancel the alarm. 

    Please note: providing the wrong Safe Word, or no Safe Word, will result in a request for dispatch. You won’t be told you got it wrong to protect anyone who may be under duress. Additionally, missing the phone calls to your Primary Contacts will also result in a request for emergency services to the location that your system is registered to. 

    Carbon Monoxide Alarms Exception

    Due to the potentially life threatening nature of carbon monoxide events, you are unable to cancel these alarms through any method and emergency services will be requested to your location.

    We encourage you to save the monitoring center number to your phone.

    That number is 855-693-4911.

    Critical Alerts and Do Not Disturb Settings

    Once saved to your phone, you’ll also want to allow us access to bypass Do Not Disturb and Silent Profiles. This allows for Critical Alarm Notifications to get through to you, regardless of your phone’s volume or profile status.

    You can navigate each section below to learn more about how our products respond during these key alarm moments.

    Related Articles

    Help Center Article

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    Product Support

  • S
    Low Battery Notification for the Entry Sensor Won't Clear

    If you recently changed the battery within your Entry Sensor and are still seeing a “Low Battery” notification within the SimpliSafe® Mobile App or on your Keypad, note that this message can take up to 24 hours to clear on its own.

    If the error is intermittent or happening beyond that 24 hour period, you can take some additional steps to troubleshoot and clear out the warning from your system.

    If you replace the battery within your Entry Sensor, it can take some time for the error to clear within the SimpliSafe® Mobile App. If you want to clear the error out faster, we recommend removing your sensor from your system, then adding it back.

    To remove your Entry Sensor:

    1. Open the SimpliSafe® Mobile App on your phone or tablet

    2. Choose My System from the bottom navigation bar

    3. Select Device Settings

    4. Tap on the sensor you wish to remove

    5. Choose ‘Remove Device’

    To reinstall your Entry Sensor:

    1. Open the SimpliSafe® Mobile App on your phone or tablet

    2. Navigate to the three-bar menu (hamburger menu) in the upper left corner of the app

    3. Choose Add Device or Camera from the list of available menu options

    4. Tap on Get Started to proceed

    5. Select Entry Sensor from the list of available products

    6. Follow the in-app prompts to add the sensor back to your system

    If you need additional instructions or want to watch our installation video, you can find it in our Entry Sensor Overview and Installation Guide.

    If the error is intermittent or lasting longer than 24 hours - especially after changing the battery within your Entry Sensor, you’ll want to investigate the placement of your Base Station to further troubleshoot this issue. 

    The Base Station should be placed in a centrally-located area within your home or business, and in an open space. It is recommended that the Base Station is elevated at least 3 feet off the ground on a non-dense surface (ideally glass or wood).

    Installing your Base Station next to devices that output a wireless signal, such as a router or TV, is also not recommended. This can cause wireless interference and decrease the overall signal strength of the Base Station.

    Related Articles

    Help Center Article

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    Entry Sensor