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    Entry Sensor Not Responding

    Sensors in the SimpliSafe® system will issue a “Not Responding” error when they fail to check in with the Base Station for more than 24 hours. We typically see this happen for one of two reasons:

    1. The battery within your Entry Sensor needs to be replaced

    2. The Entry Sensor is too far away from the Base Station and is unable to communicate from its current location effectively

    If the Entry Sensor was previously working and the issue suddenly occurred, it is likely the result of a dead or dying battery. We recommend starting with this step first, before troubleshooting your Base Station placement. 

    If you change the battery or adjust the placement of your Base Station and still see this error, it’s likely due to a syncing issue between the sensor and Base Station. Removing your Entry Sensor from your system and adding it back should clear the error.

    The Entry 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 the battery in your Entry Sensor:

    1. Slide the sensor off of the bracket by sliding it toward the pairing button

    2. Using a pen, press the groove of the battery tab in and up to remove the battery from the sensor

    3. Wait at least 15 seconds, then insert the new battery

    4. Slide the Entry Sensor back onto its bracket

    5. Press the setup button on the sensor and look for 3 blinking lights to confirm the new battery is working

    If you need additional instructions or want to watch our installation video, you can find it in the How to Replace the Entry Sensor's Battery article.

    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.

    The easiest way to determine if your Entry Sensor is too far away from your Base Station is to place your system into Test Mode and test the Entry Sensor. 

    To place 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 Primary 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 a robo 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 your Entry Sensor:

    Now that your system has entered Test Mode, it’s time to test the Entry Sensor in question. To test your sensor, press the button on the top of the larger piece. You can also test your Entry Sensor by opening or closing the door or window it protects. If successful, you should hear the Base Station announce “Entry Sensor”. 

    If you did not hear the Base Station acknowledge the test (but you were in earshot range and would have if it had done so), detach the sensor from its mounting bracket and bring it into the room where your Base Station is located. Then, repeat the test by pressing the button on top of the sensor. This time, if you hear the test acknowledged, you’ll know that the sensor is too far from the Base Station for it to be able to communicate reliably or that something in between is causing wireless interference.

    If the sensor works in a position closer to the Base Station, it is recommended that you move the Base Station closer to provide better coverage within your home. The Base Station works best in a centrally located area within your home or business, and in a spot that’s free and clear from wireless interference. Placing your Base Station in a cabinet, closet, or around dense materials (such as granite, concrete, or metal) can weaken its signal to other SimpliSafe® devices. 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.  

    Help Center Article

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    Entry Sensor

  • A
    How to Replace the Entry Sensor's Battery

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

    Is your Entry Sensor offline after replacing the battery?

    If you find that your sensor does not come back online after replacing the battery, it’s possible that it may have 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 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’

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

    Help Center Article

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    Entry Sensor

  • S

    What's the difference between Entry Delay, Exit Delay, and Instant Trigger?

    Your Entry-, Motion-, and Glassbreak Sensors come equipped with several modes that can help you with arming your system, disarming it, and triggering an alarm event the moment the sensor is triggered. Below you can learn more about what each mode does and how it impacts the usage of your system.

    Entry Delay

    When enabled, the Entry Delay is the amount of time between when a sensor is tripped and when the alarm begins to sound when your system is in an armed state. That way, you have time to disarm your system without the alarm immediately going off. Once a sensor is triggered, your Keypad(s) will begin to beep, indicating that the system is counting down to the predetermined time at which the alarm will sound.

    The Entry Delay can be set anywhere from 0 - 255 seconds. The default setting for your system is 30 seconds. It can also have different settings for Home and Away modes.

    SimpliSafe® Mobile App

    1. Open the SimpliSafe® mobile app on your phone or tablet

    2. Choose My System from the bottom navigation bar

    3. Select Base Station Settings

    4. Select Exit and Entry Delays

    5. Under Entry Delays, adjust your timing, as needed, for Home and Away modes

    6. Once done, click Save in the upper right corner to save your settings

    Keypad

    1. Press Menu on the Keypad

    2. Enter your Primary PIN

    3. Choose System Settings

    4. Scroll down for Entry Delay

    5. Use the rocker to choose Edit, then press the Keypad buttons to designate a time

    6. Once done, press the rocker to the right for Set to save your settings

    SimpliSafe® Online Account

    1. Login to the SimpliSafe® Online Account using the browser of your choice

    2. Select System from the left-hand navigation menu

      1. If you do not see the navigation menu, click the three-bar icon in the upper left corner to reveal it

    3. Adjust your Entry Delay by editing the field and inputting a specific number, or by using the up and down arrows to fine-tune your selection

    4. Once done, click on Save Changes at the bottom of the screen

    Exit Delay

    The Exit Delay setting is the amount of time allotted for the system to countdown and arm when you set your system to Home or Away mode. This way, you can exit your home without triggering an alarm. By default, the setting is 60 seconds, however, it can be set anywhere from 45 - 255 seconds. 

    SimpliSafe® Mobile App

    1. Open the SimpliSafe® mobile app on your phone or tablet

    2. Choose My System from the bottom navigation bar

    3. Select Base Station Settings

    4. Select Exit and Entry Delays

    5. Under Exit Delays, adjust your timing, as needed, for Home and Away modes

    6. Once done, click Save in the upper right corner to save your settings

    Keypad

    1. Press Menu on the Keypad

    2. Enter your Primary PIN

    3. Choose System Settings

    4. Scroll down for Exit Delay

    5. Use the arrow key to choose Edit, then press the Keypad buttons to designate a time

    6. Once done, press the rocker to the right for Set to save your settings

    SimpliSafe® Online Account

    1. Login to the SimpliSafe® Online Account using the browser of your choice

    2. Select System from the left-hand navigation menu

      1. If you do not see the navigation menu, click the three-bar icon in the upper left corner to reveal it

    3. Adjust your Exit Delay by editing the field and inputting a specific number, or by using the up and down arrows to fine-tune your selection

    4. Once done, click on Save Changes at the bottom of the screen

    Instant Trigger

    When you turn on Instant Trigger, your sensor will sound your alarm right away when it is triggered. This feature can be helpful for areas of your home that you don’t use often—like a cellar door, basement, or skylight. That way, when your system is armed in Home or Away mode, you'll know immediately if a sensor was triggered.

    Instant Trigger can be set for each individual sensor by editing your device settings.

    SimpliSafe® Mobile App

    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 edit

    5. Toggle Instant Trigger ON or OFF by pressing the button

    Keypad

    1. Press Menu on the Keypad

    2. Enter your Primary PIN

    3. Choose Devices

    4. Use the arrow key to select the sensor you wish to edit

    5. Scroll down to Instant Trigger and use the right rocker to toggle between ON and OFF

    SimpliSafe® Online Account

    1. Login to the SimpliSafe® Online Account using the browser of your choice

    2. Select Devices from the left-hand navigation menu

      1. If you do not see the navigation menu, click the three-bar icon in the upper left corner to reveal it

    3. Select the sensor you wish to edit

    4. Toggle Instant Trigger ON or OFF by clicking the button

    Help Center Article

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    Using Your System

  • A
    Temperature Sensor Not Responding

    The warning ‘Sensor Not Responding’ for a Temperature Sensor can be caused by a couple of things, including a low battery or a weak connection between the device and the Base Station.

    As a first step, we’d recommend ensuring that the battery is correctly installed. To do this:

    1. Slide the sensor off its bracket by pushing it towards the wall and up

    2. Remove the battery from the Temperature Sensor

    3. Wait 15 seconds, then reinstall the battery again

    4. Then, test the Temperature Sensor by placing your system into Test Mode using your Keypad.

      1. Menu > Enter Master PIN > Test Mode

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

      1. If you do not hear the Base Station respond, the battery within the Temperature Sensor may need to be replaced.

        1. The Temperature Sensor takes one Duracell CR-2032 Lithium 3V battery. To replace the battery, slide the sensor up and off its bracket to expose the battery compartment. Then replace the battery and slide the sensor back into place.

    If you have replaced the battery and are still encountering the ‘Sensor Not Responding’ error, it likely is the result of a weak connection to the Base Station. A weak connection to the Base Station can often be caused by something environmental, like brick walls or dense home construction. 

    To test this, temporarily move the Temperature Sensor closer to the Base Station and see if the error stops. If the sensor does work in a new location, it is likely the result of the environment near the prior location that is causing the conflict. You’ll have two options from here: keep the sensor in its new location closer to the Base Station, or try to identify and clear the interference in the sensor's existing location. If you choose to keep the sensor in the location where it has encountered the error, you’ll want to look for environmental factors, such as dense building materials, or wireless devices that are nearby that could be interfering with the RF signal between the sensor and the Base Station. If you have any devices that output a wireless signal, we recommend trying to keep them at least 3-5 feet away from your sensor. That should help to clear up communication between the device and the Base Station.

    Help Center Article

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    Temperature Sensor

  • Motion Sensor Gen 2 Overview and Installation Guide

    Overview

    Motion Sensors are always on the lookout for uninvited guests. They can detect motion within 35 feet, with a 90-degree field of view. The Motion Sensor Gen 2 also has Pet Mode to distinguish between people and pets. 

    Need to purchase a Motion Sensor? You can find it available for purchase on our website.

    Before Getting Started

    You’ll need to have a Gen 3 SimpliSafe® System installed at this location.

    What’s in the Box

    • Motion Sensor Gen 2 with mounting plate

    • Screws (optional for permanent mounting)

    If you want to mount your Motion Sensor Gen 2 on a wall using its adhesive backing, make sure the surface has been wiped clean and has had time to dry.

    If you plan on wall mounting your Motion Sensor Gen 2 with the included screws, you’ll want to also have a Phillips head screwdriver available.

    How to add the Motion Sensor in the SimpliSafe® Mobile App

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

    2. Navigate to the three-bar menu on the upper left corner and select Add Device or Camera

    3. Select Motion Sensor from the list of available products

    How to Pair the Motion Sensor to Your System

    1. Pull out the battery tab from the back of the device

    2. Press and release the setup button on the top of the device

    3. Once the setup button has been pressed, the Base Station should say “Motion Sensor”

    4. Choose a name for the device by selecting one of our pre-populated names, or select Custom Name at the bottom of the screen to input your own

    Where to Put the Motion Sensor

    1. Bring the Motion Sensor to its desired location, if you have not already

      1. The Motion Sensor looks out and down with a 90° field of view, so it has the best visibility when mounted in a corner

      2. We do not recommend installing the Motion Sensor near AC units, vents, or heat-generating objects, as changes in heat signatures within a room have the potential false alarms

    2. Choose a spot 4-6 feet off the ground to mount the Motion Sensor, making sure that its setup button is facing up

    ​

    How to Mount the Motion Sensor With its Adhesives

    1. Clean the desired surface using rubbing alcohol 

    2. Wait for the surface to dry completely 

    3. Peel the plastic backing off of the adhesive strip on the back of the Motion Sensor

    4. Press and hold the Motion Sensor in place for 30 seconds

    ​

    How to Mount the Motion Sensor With its Included Screws

    1. Remove the adhesives from the mounting plate

    2. Slide the Motion Sensor up and off its mounting plate

    3. Use a screwdriver to secure the mounting plate to the wall

    4. Slide the Motion Sensor back on the mounting plate

    Do You Have Pets?

    If you have pets within your home, we recommend enabling Pet Mode. This will allow your pets (up to 60 pounds) to roam around your home freely without triggering any alarms.​

    To Enable Pet Mode

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

    2. Choose My System from the navigation bar at the bottom of the screen

    3. Select Device Settings

    4. Choose your Motion Sensor Gen 2 from the list of available devices

    5. Toggle Pet Mode ON

    6. Press Save in the upper right corner to save this change

    Watch the video below for a hands-on experience from our team of experts for the installation process

    Troubleshooting

    Related Articles

    Help Center Article

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    Motion Sensor Gen 2

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    Water Sensor Offline

    If your Water 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 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 replace the 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. 

    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, you’ll need to follow the steps below to remove the Water Sensor from your system and then re-add it.

    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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    How Does the Glassbreak Sensor Respond During an Alarm

    Glassbreak Sensors are programmed to listen for the specific frequency of windows breaking. They're even sensitive enough to know the difference between a plate breaking, and a window breaking. Inside SimpliSafe’s Glassbreak Sensor is a small microphone that is calibrated to react to the sound of the glass being struck and then breaking. Pane glass has a certain sound frequency when smashed, which the sensor hears and then trips the alarm. The sensor is listening for the initial “thump” of the glass being struck, which in effect “wakes” it up, and the sound of the glass breaking micro-seconds later trips the alarm.

    When a Glassbreak Sensor detects broken glass, the entry countdown will begin. This is dependent on your arming state and the alarm mode you set for it under the Glassbreak Sensors Settings Menu. By default this is set to 30 seconds. However, this can be adjusted at any time within the SimpliSafe® App. 

    If the system is disarmed within 30-60 seconds 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 or an Alarm Text, and emergency services will not be requested to your location. 

    If the system is not disarmed before the time elapses, an alarm will sound. Depending on your monitoring plan, two things will happen at once.

    The Primary Contacts for your system will receive both an Alarm Text and a phone call from our monitoring center to verify the status of your home or business.

    If you receive an alarm text, you’ll have the option to cancel the alarm or request dispatch of emergency services. If you respond to the text with a C during the grace period, you won’t receive a call from our monitoring center.

    Once cancelled, you can also disarm your system via Alarm Texts by replying back with “Disarm now”. 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.

    If the alarm is not canceled 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. Please note that 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. 

    We encourage you to save the monitoring center number to your phone. That number is 855-693-4911.

    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.

    When a Glassbreak Sensor detects broken glass and Instant Trigger is enabled, the alarm will immediately sound to deter potential intruders. This is a great feature to use if you plan on having a Glassbreak Sensor in an area of your home or business that you don’t use as often, such as in a cellar or basement, or maybe near a skylight.

    When the alarm sounds, what happens next is dependent on your monitoring plan. When enrolled in an eligible monitoring subscription, two things will happen at once.

    The Primary Contacts for your system will receive both an Alarm Text and a phone call from our monitoring center to verify the status of your home or business.

    If you receive an alarm text, you’ll have the option to cancel the alarm or request dispatch of emergency services. If you respond to the text with a C to cancel the alarm during the grace period, you won’t receive a call from our monitoring center.

    Once cancelled, you can also disarm your system via Alarm Texts by replying back with “Disarm now”. 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.

    If the alarm is not canceled 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. Please note that 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. 

    We encourage you to save the monitoring center number to your phone. That number is 855-693-4911.

    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.

    Help Center Article

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    Glassbreak Sensor