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How to Find the Serial Number for Your SimpliSafe® Device or Camera
During troubleshooting or for account verification purposes, you may be required to identify the serial number for a product within your system. You can easily find the serial number for your devices or cameras within the SimpliSafe® Mobile App.
Locating the Serial Number for your Base Station in the SimpliSafe® App
1. Open the SimpliSafe® Mobile App on your phone or tablet
2. Tap on the three-bar menu (hamburger menu) in the upper left corner of the app screen
3. Choose Help & Support
4. At the top of the menu you’ll see an Account Number
5. This is the serial number for your Base Station
Locating the Serial Number for your Devices or Cameras in the SimpliSafe® App
1. Open the SimpliSafe® Mobile App on your phone or tablet
2. Choose My System from the bottom navigation bar
3. Select either Devices or Cameras to continue
4. Tap on the Device or Camera you wish to manage
5. Scroll down to Basic Info
6. Your device or camera’s Serial Number will be listed here
There may be a point where you need to find the serial number on the physical device itself. The rest of the article will guide you through finding the serial number for each product. Click to expand the collapsible section for the product type you wish to learn more about.
The serial number for the Base Station can be found on the bottom of the unit, right underneath the QR code.
The serial number for the Keypad can be found underneath the battery cover, at the bottom of the device. Simply slide the Keypad off the bracket (battery cover), then turn it around and look towards the bottom of the battery compartment to see it. The serial number will be listed above the manufacturing date.
The serial number for the Key Fob is found on the tab at the bottom of the device. Flip the Key Fob over so its back is facing you and look at the tab to find its number.
Entry Sensor
To find the serial number on the Entry Sensor, simply remove the Entry Sensor from its bracket. To remove it from the bracket, locate the pairing button on the sensor, then slide the sensor up towards the button. Once the sensor has been removed from the bracket, look at the battery and the serial number will be right above it.
Motion Sensor Gen 1
The serial number for the Motion Sensor Gen 1 is located right above the sensitivity slider. To expose the battery compartment for viewing, gently grip the Motion Sensor and slide it up and off its bracket. You may need to wiggle it or use light force to push the sensor off the bracket. Once removed, look for the “sensitivity” embossed on the plastic. The serial number will be above it.
Motion Sensor Gen 2
The serial number for the Motion Sensor Gen 2 is located on the back side of the sensor in the upper right corner underneath the QR code. To locate it, remove the Motion Sensor Gen 2 from its’ bracket, by either wiggling it side to side then pushing up towards the pairing button. You may need to use light force to accomplish this. Once the battery is exposed, you’ll find the serial number in white text underneath the QR code.
Glassbreak Sensor
The serial number for the Glassbreak Sensor is located above the sensitivity slider on the back of the device. To expose this area and the battery compartment, simply slide the Glassbreak Sensor off its bracket by wiggling it back and forth then up towards the pairing button. You may need to use light force to accomplish this. Once exposed, locate “sensitivity” embossed in the plastic, and you’ll find the serial number right above that.
Panic Button
The serial number for the Panic Button is located within the battery compartment for the product. To expose the battery compartment, slide the front of the Panic Button up and off its bracket - being careful not to press the Panic Button during this process! Once exposed, you’ll find the serial number at the bottom of the device.
Extra Siren
The serial number for the Extra Siren can be found on the back of the device, underneath the bracket. To remove the Extra Siren from the bracket, simply slide it up and off the bracket. You may need to use light force to accomplish this. You do not need to remove the battery cover to see the serial number. You can find it at the bottom of the product, next to the QR code or in between the two screws at the bottom of the product.
Temperature Sensor
The serial number for the Temperature Sensor (Freeze Sensor) can be found within the battery compartment on the device. Simply slide the product off its bracket by wiggling it side to side then pushing up towards the pairing button on the product. You may need to use light force to accomplish this. Once the sensor is removed from its bracket, you can locate the serial number next to the QR code, at the bottom of the battery compartment.
Water Sensor
The serial number for the Water Sensor is within the battery compartment. To expose this, you’ll need to twist the Water Sensor base and top apart from one another, rotating it counterclockwise. Once they are separated, you’ll find the serial number below the battery, opposite of the QR code. If you need to reassemble the Water Sensor, line up the arrow on the top and bottom pieces, then twist them back together. They should seamlessly rotate to create a water-tight seal, so do not apply pressure or force them to go together if the arrows are not lined up.
Smoke & Carbon Monoxide Detector
The serial number for the Smoke & Carbon Monoxide Detector can be found on the back of the device, after removing it from its bracket. To remove the Smoke & CO Detector from its bracket, rotate the detector counterclockwise. The serial number will be to the right of the QR code, in white text on the black background, right above the manufacturing date.
To reassemble the Smoke & CO Detector, twist the detector back onto the bracket moving it clockwise. It should click into place once secured. If it’s not fully attached to the bracket, it could result in a tampering error, which can cause your Base Station to beep repeatedly, signifying the trouble signal.
Carbon Monoxide Detector
The serial number for the Carbon Monoxide Detector can be found on the back of the device, after removing it from its bracket. To remove the CO Detector from its bracket, rotate the detector counterclockwise. The serial number is right above the center of the device on the back of the product. You can find it by looking for “S/N:” followed by a string of letters and numbers.
To reassemble the CO Detector, twist the detector back onto the bracket moving it clockwise. It should click into place once secured. If it’s not fully attached to the bracket, it could result in a tampering error, which can cause your Base Station to beep repeatedly, signifying the trouble signal.
Smoke Detector
The serial number for the Smoke Detector can be found on the outside of the device, on a sticker that denotes “S/N:” followed by a string of numbers and letters. You may or may not need to remove the Smoke Detector from its bracket to view the serial number. If you need to remove it from its bracket, simply twist it counterclockwise.
To reassemble the Smoke Detector, twist the detector back onto the bracket moving it clockwise. It should click into place once secured. If it’s not fully attached to the bracket, it could result in a tampering error, which can cause your Base Station to beep repeatedly, signifying the trouble signal.
Outdoor Camera Series 2
The serial number for the Outdoor Camera Series 2 is located on the back of the camera lens (or cap, as we call it). To remove the lens from the body of the camera, simply rotate the cap clockwise. Then, turn over the cap to expose the product information. You’ll find the serial number underneath the QR code, in white text on the black background.
Outdoor Camera
The serial number for the Outdoor Camera is located on the back of the camera lens (or cap, as we call it). To remove the lens from the body of the camera, simply rotate the cap clockwise. Then, turn over the cap to expose the product information. You’ll find the serial number to the left of the QR code, in white text on the black background.
Video Doorbell Pro
The serial number for the Video Doorbell Pro can be found on the back of the device. To remove the Video Doorbell Pro to expose the serial number, you’ll need to remove the security screw from the bottom of the device, using a T5 Torx Screwdriver. Once the screw has been removed, gently remove the Video Doorbell Pro faceplate from the bracket. Flip the camera over, and you’ll find the serial number underneath the Model Number, just to the right of the QR code.
Smart Alarm Wireless Indoor Security Camera
The serial number on the Smart Alarm Wireless Indoor Security Camera can be found on the backside of the camera, right underneath the QR code.
SimpliCam® Wired Indoor Security Camera
The serial number for the SimpliCam® Wired Indoor Security Camera can be found on the back of the SimpliCam®. There is a white sticker towards the top, and you’ll find the serial number underneath the Model Number to the right of the QR code.
Smart Lock Series 2
The serial number on the Smart Lock Series 2 can be found right above the battery compartment on the back of the Smart Lock. This is the part that is inside of your home or business, not outside of your door. To access it, slide the battery cover to the right to remove it. Then, locate the serial number in the center on the upper portion of the back of the Smart Lock itself.
Smart Lock
The serial number on the Smart Lock can be found on the back of the Smart Lock itself, the piece that goes inside your door. To remove this, you’ll need to use the included Release Tool. If you no longer have the release tool, you can always use a small flathead screwdriver, similar to one you would find in an eyeglass kit.
To remove the Smart Lock:
Using the Release Tool (or a small flathead screwdriver) slide out the two wing latches on each side of the device
After sliding out the wing latches, you can pull the Smart Lock off the door.
Once removed, you’ll find the serial number in the center right above the wing latches, right underneath the FCC ID embossed section.
When it comes time to place the Smart Lock back on your door, refer to our Smart Lock Installation Guide on the Help Center.
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Product Support
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Smart Lock Not Responding
If you hear the Base Station announce “Smart Lock Not Responding” while trying to lock or unlock your Smart Lock, it could be due to one of the following reasons:
- The batteries in your Smart Lock need to be replaced
- The Smart Lock cannot communicate with the Base Station
- Its firmware needs to be updated
If you receive this error while trying to unlock your Smart Lock, you can still use your door’s keys to manually unlock the door.
Step 1: Check for an Offline Error in the SimpliSafe® Mobile App
If your Base Station says “Smart Lock Not Responding” while attempting to lock or unlock your Smart Lock and you see an Offline error message in the SimpliSafe® app, your Smart Lock could have a dead battery. If you do not see an Offline message, continue with step 2 below.
Slide the battery cover up and off the Smart Lock to expose its battery compartment
Replace the batteries with 4 new Duracell AA batteries
Once the batteries have been replaced, place the battery cover back on and slide it up until it clicks into place
Slide the battery cover to the right to expose its battery compartment
Replace the batteries with 4 new Duracell AA batteries
Once the batteries have been replaced, place the battery cover back on and slide it in a leftward motion until it clicks into place
If you replace the batteries within your Smart Lock, it can take some time for the Offline error message to clear. If you want to clear the error out faster, we recommend removing your Smart Lock from your system and then adding it back. After removing and installing the Smart Lock, you will need to resynchronize its corresponding PIN Pad.
To remove your Smart Lock
Open the SimpliSafe® Mobile App on your smart phone or tablet
Choose My System from the bottom navigation bar
Select Device Settings
Select your Smart Lock
Scroll to the bottom of the page and choose “Remove Device”
To reinstall your Smart Lock
Open the SimpliSafe® Mobile App on your smart phone or tablet
Navigate to the three-bar menu in the upper left corner of the screen
Choose Add Device or Camera from the list of available menu options
Follow the in-app prompts to add the Smart Lock back to your system
Resynchronize the PIN Pad
Open the SimpliSafe® Mobile App on your smart phone or tablet
Choose My System from the bottom navigation bar
Select Device Settings
Select your Smart Lock
Under “Synched Devices” select your PIN Pad and then tap on “Unsync Device"
Tap the back arrow on the upper left corner of the screen to return back to your Smart Lock’s settings
Under “Synched Devices,” select PIN Pad and follow the on-screen instructions to resynchronize your PIN Pad
Step 2: Check the Smart Lock and Base Station’s Communication
If the Smart Lock and Base Station cannot communicate with each other, it could cause this error. There are two factors that could create a communication issue: range and interference.
Range
If the Base Station is too far away from the Smart Lock, it can be hard for them to communicate.
Physical Interference
Physical or wireless interference can block the communication between the Base Station and Smart Lock. Physical interference is caused by physical obstructions getting in the way between your devices - like steel doors, dense walls, and chimneys.
Wireless Interference
Wireless interference is caused by another device that’s competing with the Base Station’s signal. These could be devices like wireless weather stations, remote garage door openers, and some baby monitors. If you have any wireless devices like these around your Base Station or Smart Lock, or in the path between the two devices, try deactivating them temporarily. If the “not responding” error message clears, that means the device is causing interference. You should then try to move that device to a new location if possible.
Troubleshooting Range or Interference
Plug the Base Station as close to the Smart Lock as you can and see if the error message goes away. If it does, that indicates range or interference issues are at play. Consider moving the Base Station to a location that is closer to the Smart Lock permanently.
Step 3: Update the Smart Lock’s Firmware
If you see a notification on your Keypad that says the Smart Lock has a firmware update available, we recommend installing that update. For more information on how to update your Smart Lock, please visit the Updating Your Smart Lock article.
Still Need Help?
If you tried the above steps and your Base Station still announces that your Smart Lock is not responding, our
Support team can assist you further.
Related Articles
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Smart Lock
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Smart Lock Overview and Installation Guide
Overview
The SimpliSafe® Smart Lock makes sure your door is locked, even if you forget to lock it yourself. It locks your door the minute you arm your system, or automatically on a timer. And it unlocks the moment you disarm your system.
The Smart Lock integrates seamlessly with your SimpliSafe® system, allowing you to control access to your home with ease.
Note: The Smart Lock only works with Single Cylinder Deadbolts. These deadbolts have a thumb turn on the inside of the door and a keyhole on the outside.
Before Getting Started
Before setting up your Smart Lock, you will need to install your Base Station. It’s also important to have the SimpliSafe® Mobile App downloaded to your phone and be logged into it.
You’ll also want to have painters tape and a Phillips Head screwdriver on hand before starting the installation process.
Confirm Your Existing Door’s Lock is Compatible
Before installing the Smart Lock, you will need to ensure that the lock on your door is compatible.
The Smart Lock only works with single cylinder deadbolts. These deadbolts have a thumbturn on the inside of the door and a keyhole on the outside. Other requirements include:
A clean, unobstructed strike plate and borehole
Screws that are installed horizontally
How to add the Smart Lock in the SimpliSafe® Mobile App
Open the SimpliSafe® Mobile App on your smartphone or tablet
Navigate to the three-bar menu on the upper left corner and select Add Device or Camera
Select Smart Lock from the list of available products
How to Pair the Smart Lock to Your System
Remove the battery cover on the Smart Lock by applying pressure to the front of the lock and sliding the cover up
Press and release the setup button located above the Smart Lock’s batteries
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
Prepare Your Door
On the outside of your door, place a strip of painter’s tape over the deadbolt to keep it in place
On the inside of your door, unscrew the deadbolt’s thumb turn and save the screws for a future step
Install the Mounting Plate to the Door
The mounting plate for the Smart Lock is located on the back of the lock, tucked in with the Smart Lock’s wing latches
Using the included release tool, slide the wing latches out on both sides of the Smart Lock
Remove the mounting plate from the Smart Lock
Place the side of the mounting plate that says “This Side to Door” on your door
Align the central bottom hole of the mounting plate around the tailpiece of the door’s lock
Using the screws that were removed from the deadbolt’s thumb turn, secure the mounting plate into place - making sure that you don’t over-tighten the screws as this can bend the mounting plate
If the screw heads are not wide or strong enough to support the mounting plate, use the included washers
Attach the Tailpiece Adapter
In the Smart Lock’s box, you will find 4 colorful tailpiece adapters to place on the deadbolt’s tailpiece
Try placing each adapter on the deadbolt’s tailpiece until you find the one that fits naturally. Do not force the adapter to fit the tailpiece
Unlock your door
Locate the notch on the tailpiece adapter—this is a small, raised bump
Slide the adapter on the tailpiece so that the notch is facing toward the hinges of the door
Mount the Smart Lock to the Door
Unlock the Smart Lock by turning its thumbpiece
Slide open the wing latches on the back of the Smart Lock using either your hands or the release tool
Slide the Smart Lock over the adapter, slowly turning the thumbturn until it aligns and slides snug to the mounting plate
Push the wing latches back into the Smart Lock so they clamp on to the mounting plate
You’ll know the Smart Lock is successfully seated when it is not loose and sits flush against the door
Turn the thumbturn to confirm it moves smoothly into both the locked and unlocked positions and there are no obstructions
Install the PIN Pad
Remove the battery tab from the PIN Pad to pair it with the Smart Lock
Use the double-sided adhesive or included screws to mount the PIN Pad to the outside of the door, ensuring that there’s at least 3 inches of space underneath the PIN Pad so you can access its batteries
Calibrating the Smart Lock
Once you have completed installing your Smart Lock and PIN Pad, return to the SimpliSafe® Mobile App. In the App, you’ll finish the setup and go through a calibration process for your Smart Lock.
If the calibration fails, please refer to the Troubleshooting Smart Lock Calibration article for further assistance.
Testing the Smart Lock
Once the Smart Lock is calibrated, you may test your PIN Pad by entering your Master PIN or a Custom PIN to unlock your door. Entering your PINs on the PIN Pad will also disarm your system when unlocking your door.
Sync an Entry Sensor With the Smart Lock
If you have an Entry Sensor on the same door as your Smart Lock, you may sync the two together to prevent the Smart Lock from locking when the door is open. To do this, simply press the setup button on the Entry Sensor when prompted in the SimpliSafe® Mobile App.
Watch the video below for a hands-on experience from our team of experts for the installation process
Troubleshooting
Compliance
- CCR Warning Sheet
Related Articles
Shop Related Products
- Smart Lock Series 2
Help Center Article
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Smart Locks
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Smart Lock Settings & Customizations
Your Smart Lock can be customized for each of the alarm states of your system (Off, Home, and Away). It can also be customized to use AutoLock, which locks your door after a certain interval of time when it’s unlocked. By default, your Smart Lock will automatically lock your door when you set the system to Home or Away.
To adjust your Smart Lock’s settings and to utilize the customizations listed below:
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 your Smart Lock
Smart Locking
These settings will help you to customize your Smart Lock’s locking mechanism to ensure your home is always protected, even when you’re away or if you forget to lock your door.
Auto-Lock
Auto-Lock sets a timer to automatically lock the door when it detects that the door is unlocked. When using the Smart Lock Series 2 on its own, this feature operates on a time-based interval of 30 seconds, 1 minute, or 5 minutes. If you have an Entry Sensor that is installed and paired with your Smart Lock, Auto-Lock will be able to detect the door’s state and be configured to lock after a period of time when the door is closed.
System Arming States
You can further customize your Smart Lock to automatically lock when you arm your system, or even unlock when disarming it from home or away. You can customize your lock for each arming state, to maximize efficiency within your home when using your system.
Calibration
Under the calibration section of your Smart Lock’s settings, you can see the last time the lock was calibrated, and additionally, click on the arrow to manually calibrate your Smart Lock. We recommend calibrating the Smart Lock periodically to ensure that everything is working smoothly and as intended.
Synced Devices
Under synced devices you’ll see paired SimpliSafe® products, such as your PIN Pad and an Entry Sensor (if applicable). If you have not paired an Entry Sensor, you can click into this section to pair the sensor with your Smart Lock, so that your lock can detect when it is closed or open and take advantage of the Auto-Lock feature.
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How To Reset the Smart Lock
Resetting your Smart Lock can be particularly useful if you are experiencing one of these common events with your lock:
- You are able to add your Smart Lock to your system, but get stuck at the calibration stage
- Your Smart Lock won’t calibrate
- Your Smart Lock is not responding
- You receive Error 142, indicating that your Smart Lock is linked to two different Base Stations
How To Reset the Smart Lock
Step 1: Unpair the Smart Lock
First, you will want to remove the Smart Lock from your system. To do this:
1. Open the SimpliSafe® Mobile App on your smartphone or tablet
2. Select My System and then Device Settings
3. Choose your Smart Lock from the list of devices
4. Scroll down to the bottom of the page and tap “X Remove Device”
Step 2: Power Cycle the Smart Lock
1. Slide the battery cover off the front of the Smart Lock
  1. If you have the original Smart Lock, you will need to slide the battery cover up and off the device
  2. If you have the Smart Lock Series 2, you will need to slide the battery cover off to the right
2. Remove one battery from the Smart Lock and leave it out for 30 seconds
3. After 30 seconds have passed, place the battery back in the Smart Lock but do not put the battery cover back on the device
Step 3: Factory Reset the Smart Lock
1. Press and hold the pairing button above the Smart Lock’s batteries for 20 seconds
2. Once all three lights on the Smart Lock flash at the same time, that indicates that the Smart Lock has been reset successfully
  1. If no lights appear, make sure that all 4 batteries in the Smart Lock are properly seated. If they are, replace the batteries with 4 new Duracell AA batteries
3. After the Smart Lock has been reset, you can slide the battery cover back on
Step 4: Reinstall the Smart Lock
After resetting the Smart Lock, you can add it back to your system. To do this:
1. Open the SimpliSafe® Mobile App on your smartphone or tablet
2. Navigate to the Overview page and select the three-bar menu in the upper left corner
3. Select Add Device or Camera, and then Smart Lock
4. Follow the in-app instructions to add the Smart Lock to your system
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Smart Locks
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Troubleshooting Smart Lock Calibration
If the Smart Lock fails to recalibrate when using the SimpliSafe® Mobile App or Keypad, there are a few possible causes. The placement of your Base Station may not be ideal, the Smart Lock’s battery could be low, or the Smart Lock may not be installed properly.
We recommend taking each of the following troubleshooting steps below to successfully calibrate your Smart Lock.
As a first step, you’ll want to check your Smart Lock’s battery levels.
You can check this in the SimpliSafe® Mobile App by doing the following:
Open the SimpliSafe® Mobile App on your smartphone or tablet
Select My System
Choose Device Settings, and then scroll down to your Smart Lock
The battery usage icon to the right of the Smart Lock will indicate if its batteries are low
If the Smart Lock’s batteries are low, replace the batteries in the lock and then attempt to calibrate it again.
To Replace the Smart Lock's Batteries
Remove the battery cover from the front of the device
If you have the original Smart Lock, you will need to slide the battery cover up and off the device
If you have the Smart Lock Series 2, you will need to slide the battery cover off to the right
Remove the batteries from the Smart Lock and then replace them with 4 new Duracell AA Alkaline batteries
Slide the battery cover back on the Smart Lock
If the Smart Lock fails to calibrate after replacing the batteries in the device, please move to the next step.
Next, you will want to check for any available firmware updates for your Base Station. You’ll know that an update is available when you see a gear icon on the Keypad, or if you receive a notification within the SimpliSafe® Mobile App. You can also manually check for updates within the SimpliSafe® Mobile App and Keypad by taking the following steps.
SimpliSafe® Mobile App
Open the SimpliSafe® Mobile App on your smartphone or tablet
Choose My System
Select Base Station Settings
Next to Firmware, it will say “Update Available” if applicable
Tap on “Update Available” and then follow the in-app prompts to start the update process
Keypad
Press Menu and enter your Master PIN
Select System Settings, and then Check for Updates
Your Keypad will either say: “Updates are available,” or, “Your system is checking for an update,” followed by “Downloading”
If your Keypad says “Updates are available,” press the right side of the Keypad’s screen. The next screen will say “System Update Available.” Select “Install Now” to install the firmware update.
If your Keypad says “Downloading,” please complete the following steps after the download is complete:
Press Menu and enter your Master PIN
Select System Settings, and then Check for Updates
Your Keypad’s screen will say “Updates are available.” Follow the prompt on the Keypad to install the firmware update
Once the update is complete, try calibrating your Smart Lock again before proceeding to the next step.
If your Smart Lock has functioning batteries and your SimpliSafe® system is up to date, you’ll want to remove the Smart Lock from your system and then reinstall it next.
To Remove the Smart Lock From Your System
Open the SimpliSafe® Mobile App on your smartphone or tablet
Select My System and then Device Settings
Choose your Smart Lock from the list of devices
Scroll down to the bottom of the page and tap “X Remove Device”
Once you have successfully removed the Smart Lock from your system, you can add it back.
To Reinstall the Smart Lock
Open the SimpliSafe® Mobile App on your smartphone or tablet
Navigate to the Overview page and select the three-bar menu in the upper left corner
Select Add Device or Camera, and then Smart Lock
Follow the in-app instructions to add the Smart Lock to your system
After reinstalling your Smart Lock, try to calibrate it again. If the calibration fails, proceed to the next step.
If removing and reinstalling the Smart Lock does not resolve its calibration error, you will want to temporarily move the Base Station next to the Smart Lock and then reset the Smart Lock. Doing so reduces any potential interference between the Base Station and Smart Lock, and ensures that the Smart Lock and Base Station are paired properly.
Move the Base Station
First, unplug the Base Station and move it next to the Smart Lock
Once you have moved the Base Station, plug it back in
Reset the Smart Lock
After moving the Base Station, you will want to reset the Smart Lock.
Step 1: Unpair the Smart Lock
First, you will want to remove the Smart Lock from your system. To do this:
Open the SimpliSafe® Mobile App on your smartphone or tablet
Select My System and then Device Settings
Choose your Smart Lock from the list of devices
Scroll down to the bottom of the page and tap “X Remove Device”
Step 2: Power Cycle the Smart Lock
Slide the battery cover off the front of the Smart Lock
If you have the original Smart Lock, you will need to slide the battery cover up and off the device
If you have the Smart Lock Series 2, you will need to slide the battery cover off to the right
Remove one battery from the Smart Lock and leave it out for 30 seconds
After 30 seconds have passed, place the battery back in the Smart Lock but do not put the battery cover back on the device

Step 3: Factory Reset the Smart Lock
Press and hold the pairing button above the Smart Lock’s batteries for 20 seconds
Once all three lights on the Smart Lock flash at the same time, that indicates that the Smart Lock has been reset successfully
If no lights appear, make sure that all 4 batteries in the Smart Lock are properly seated. If they are, replace the batteries with 4 new Duracell AA batteries
After the Smart Lock has been reset, you can slide the battery cover back on
Step 4: Reinstall the Smart Lock
After resetting the Smart Lock, you can add it back to your system. To do this:
Open the SimpliSafe® Mobile App on your smartphone or tablet
Navigate to the Overview page and select the three-bar menu in the upper left corner
Select Add Device or Camera, and then Smart Lock
Follow the in-app instructions to add the Smart Lock to your system
Try Recalibrating Again
After the Base Station has been moved and the Smart Lock has been reset, try calibrating the Smart Lock again. If the calibration is successful, you can move the Base Station back to its original location; but if the calibration is not successful, leave the Base Station next to the Smart Lock while continuing with the troubleshooting steps below.
It’s possible that the Smart Lock’s mounting plate was bent during installation. We recommend temporarily removing the Smart Lock from the door and try calibrating it while it’s sitting on a table.
To Remove Your Smart Lock
Use the included release tool to slide out the wing latches on both sides of the device
If you do not have the release tool, a small object like a SIM card removal tool or a small, flathead screwdriver may also work
Pull the Smart Lock off the door
With the Smart Lock in hand, turn it to a locked position and place it on a table
Attempt to calibrate the Smart Lock again
If your Smart Lock calibrates while on a table, that indicates that the mounting plate on your door may be screwed in too tightly. In this case, use a phillips head screwdriver to loosen the screws on the plate. The screws should be snug enough that the mounting plate can’t move, but also not too tight.
After adjusting the screws on the mounting plate, place the Smart Lock back on it and attempt to calibrate it again.
If your Smart Lock calibrated when it was off the door, but after placing it back on the door it fails to calibrate again, that could indicate an issue with the door itself. To identify the issue, calibrate the Smart Lock again with the door open.
If the Smart Lock does calibrate when the door is open, that likely indicates an issue where the door frame or deadbolt does not align with the strikeplate properly. Try moving the strikeplate on your doorframe so it is aligned.
If the Smart Lock does not calibrate when the door is open, it could be due to a few things. Either:
The mounting plate may be bent
The deadbolt is not moving smoothly
The tailpiece adapter is not on correctly, or the wrong adapter is in use
To investigate the mounting plate, remove the Smart Lock from your door and slightly loosen the screws securing the mounting plate in place to ensure it is not bending.
To investigate the deadbolt, clean it using a small brush or compressed air to remove any build-up or debris.
To investigate the tailpiece, place your lock in the unlocked position and remove the Smart Lock from your door. The Smart Lock comes with 4 different tailpiece adapters; you should use the one that comfortably fits on your door’s existing tailpiece while in the unlocked position. Place the tailpiece so its notch is facing up and toward the hinges of your door.
After taking the steps above, close your door and try to calibrate your Smart Lock again. If the calibration fails, reach out to our Support team for further assistance.
If your Smart Lock does not calibrate when placed on a table, please reach out to our Support team for further assistance.
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Smart Locks
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Calibrating the Smart Lock
To keep your Smart Lock working as intended, we recommend calibrating it every 6 months to help it stay aligned with your door. If for any reason you are having trouble with your Smart Lock, calibrating the lock is a great first step to take to get everything synced and running smoothly again. By calibrating the Smart Lock, you are reminding it of the correct locked and unlocked positions on your door so it continues to function properly.
As a first step, you’ll want to make sure that your Smart Lock is powered on and has a functioning battery. The battery for the Smart Lock and its corresponding PIN pad have a lifespan of 8-12 months, depending on usage. If the Smart Lock has an error within the SimpliSafe® Mobile App that indicates there is a low battery or that your Smart Lock is offline, you’ll want to replace the battery before proceeding.
Calibrating the Smart Lock using the SimpliSafe® Mobile App*:
The SimpliSafe® Mobile App may display a Recalibration Needed alert for routine maintenance. You can recalibrate your Smart Lock using the Mobile App on your phone or tablet with the steps below:
1. Tap the tile that reads Recalibration Needed to get started
  1. If you do not see this tile, you can navigate to the Smart Lock device page to manually start recalibration:
    Select My System from the navigation bar at the bottom of the app screen
    Tap on Device Settings
    Choose your Smart Lock from the list of devices
    Scroll down to Calibration and tap the arrow to proceed
2. Next, close your door and lock your Smart Lock
3. Click on the Begin button in the SimpliSafe® Mobile App to start the Smart Lock Calibration
4. The Smart Lock will begin to calibrate. This should take no more than a few minutes to complete
5. The app will display “Is the Smart Lock in the unlocked position?”
  1. If you notice the door is unlocked, select yes to proceed
  2. If your door is not unlocked, select no and proceed with the in-app flow to troubleshoot the issue further
6. Tap Done to complete the calibration and exit the flow
*In order to recalibrate the Smart Lock from the SimpliSafe® Mobile App, your Base Station must be updated to firmware 2.14 or higher. You’ll also want to make sure that the SimpliSafe® Mobile App is up to date by checking your phone or tablet’s app store for available updates.
Calibrating the Smart Lock using the Keypad:
1. Bring the Keypad close to the Smart Lock
2. Press Menu on the Keypad and enter your Master PIN
3. Press the top of the Keypad’s screen to scroll up to Devices, then choose Lock
4. Scroll down and select Recalibrate
5. When prompted by the Keypad, close your door and manually turn the lock to a locked position. Once that is complete, select Done
6. The Smart Lock will begin to calibrate. This should take no more than a few minutes to complete
7. If the calibration was successful, the Keypad will display “Check your Door, is it Unlocked?”
  1. If you notice the door is unlocked, please select YES to proceed
8. The Keypad will now display “Congratulations” on it. You can press OK to exit the flow
9. Your Smart Lock is now calibrated and you can use it again
Related Article
- Troubleshooting Smart Lock Calibration
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