An exciting feature of the SimpliSafe® App is the ability to reorder your list of cameras in the Cameras tab in the app*. This is helpful if you want to see your cameras in alphabetical order, or organized in any specific way. 

To Reorder Your Cameras in the SimpliSafe® App:

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

2. Select Cameras from the navigation bar on the bottom of the screen

3. Tap on the reorder icon on the upper right corner of the screen

   

4. Press and hold a camera to drag and reorder it

5. Follow step 4 again for any other cameras you want to reorder

*Note: This feature is only to reorder your cameras in the SimpliSafe® app. Changing the order of your sensors is currently not supported. 

All SimpliSafe® Video Doorbell Pros use both video analytics and passive infrared (PIR) to detect motion in its field of view. Our granular motion detection options allow you to better control the quantity and types of notifications you get by customizing your activity zones, motion types, and sensitivities. The camera has a 120 degree field of view and a motion detection zone of 90 degrees from left to right, downward, and straight out. 

When motion is detected, the doorbell will issue a notification to alert you. If you are subscribed to a monitoring plan that includes video recordings, the Video Doorbell Pro will also record the event. If you are not subscribed to either of those plans, you will still be able to live stream the event through your Video Doorbell Pro. 

Activity Zones

During the daytime, your Video Doorbell Pro can ignore parts of its view that you don’t want to be notified about, like busy streets or sidewalks.

Motion Type

You can set your Video Doorbell Pro to one of two different motion settings, All Motion or People Only. 

When set to All Motion, the Video Doorbell Pro will notify you when it senses any motion moving across its field of view. But when set to People Only mode, the Video Doorbell Pro will only notify you when it detects people-shaped objects.

Sensitivity

You can separately set daytime and nighttime sensitivity for more granular control using the options below:

• High: High Sensitivity detects any motion, which may cause frequent alerts

• Medium (recommended): Detects general movements

• Low: Only detects large movements over a wide range

How to Enable These Features

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

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

3. Choose Camera Settings

4. Select the Video Doorbell Pro that you would like to change the settings for

5. Choose Motion Detection

You can learn more about changing your Video Doorbell Pro’s motion detection settings here.

Need More Help?

If your Video Doorbell Pro is powered up, but has stopped detecting motion or recording, see the Video Doorbell Pro Stopped Working article for more information. If you are receiving too many notifications from your Video Doorbell Pro, please visit our Too Many Motion Alerts From Video Doorbell Pro article. 

Video clips from SimpliSafe® cameras can be downloaded to your mobile device using the SimpliSafe® Mobile App. Recordings are available with select monitoring plans. 

Please note that if your camera name contains an apostrophe, this may limit your ability to download recordings. We recommend changing your camera’s name to exclude the use of an apostrophe before attempting to download any recordings. 

How to Download Recordings Using the SimpliSafe® App:

1. In the SimpliSafe® App, tap on Timeline from the bottom navigation bar

2. Swipe up and down through the Timeline and find the event whose clip you wish to download

3. Tap on the event and then tap on the video preview within the event

4. Tap the three-dot icon next to the recording and then choose Download Video

5. The clip will be saved to your phone

1. To access saved videos, go to your phone’s camera roll

How to Download Recordings Using the SimpliSafe® Online Account

1. Log into the SimpliSafe® Online Account using the browser of your choice

2. Select Timeline from the navigation menu on the left side of the screen

   1. If you do not see the navigation menu, click the three-bar icon on the top left corner of the screen to reveal it

3. Scroll through the Timeline and find the event with the video clip you wish to download

4. Tap on the event and then tap on the video on the right side of the screen

5. Tap the download icon on the bottom right side of the video player

6. The clip will be saved to your computer

   1. To access saved videos, go to your downloaded files in your computer

Is a Timestamp Included?

When you download a video from your timeline, the date and time that the recording was filmed is found at the end of the file name.

To find the timestamp, take the following steps:

1. Open your camera roll

2. Select the recording you downloaded

3. Tap the i icon on the bottom of the screen to display the video’s file name

1. This step may vary depending on your mobile device

4. At the end of the file name, you will see the date and time the recording was filmed

Note: the time stamp will be written in numbers, displayed as MM/DD/YYY_HH/MM/SS. So for a recording filmed on August 21, 2024 at 2:31:21 PM, the timestamp will be displayed as: 08212024_023121PM. 

The Video Doorbell Pro utilizes Wi-Fi to communicate with your SimpliSafe® system. If your Video Doorbell Pro is not livestreaming, there may be an underlying connection issue that needs to be addressed. 

Use the Connection Check in the SimpliSafe® App

The Video Doorbell Pro has the ability to run a connection check between it and your network to see if there are any improvements that can be made to its Wi-Fi connection. 

How to Run a Connection Check:

1. Open the SimpliSafe® app

2. Tap My System from the navigation menu on the bottom of the screen

3. Select Camera Settings

4. Choose your Video Doorbell

5. Select Connection Check and follow the on-screen instructions to test your signal strength and upload speeds 

Using your results, you can improve your Video Doorbell Pro’s connection with the tips below.

Camera Requirements: 

• Signal strength should be above -55dBm. A lower number means a greater connection between your camera and router.

• If you have a low signal strength, you can try to troubleshoot your Wi-Fi network and improve your signal strength.

• Upload speed needs to be above 2Mbps for 720p video

• If your upload speed is below 2Mbps, you may need to contact your Internet Service Provider (ISP) to upgrade your internet package.

Check Your Phone or Tablet’s Connection

Sometimes if the device you are trying to view a livestream on has a weak Wi-Fi or cellular connection, that can lead to issues loading a livestream. Check your device’s connection, and if it is weak try loading the live stream from another device or on the SimpliSafe® Online Account.

If you are unable to initiate a live stream from within the SimpliSafe® Mobile App or Online Account, there are a few steps you can take to try and get things running again. 

Using the Connection Check Tool

The Connection Check Tool for Cameras is a great way to better understand your signal strength and upload speed from the router to where your camera is located.

To use the Connection Check Tool:

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

2. Choose My System from the bottom navigation bar

3. Select Camera Settings

4. Choose your camera from the list of available cameras

5. Under “Connection” select “Connection Check”

6. Tap “Start Connection Check” to find your camera’s connection strength

What do my Results Mean?

A good signal strength and/or upload speed means that there is a strong connection between your camera and Wi-Fi network.

A fair or poor upload speed means that you’ll want to reduce your camera’s video resolution. You can do this within the Camera Settings page for your camera in the 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 Camera Settings

4. Choose your camera from the list of available cameras

5. Tap on Video Quality

6. Choose a lower resolution

7. Select SAVE in the upper right corner to save your selections

It may also be necessary to upload your Internet package with your Internet Service Provider (ISP) to improve upload speeds. We recommend reaching out to your ISP to learn more about their offerings.

A fair or poor signal strength means your camera may be too far away from your Wi-Fi router. We recommend moving them closer, if possible. If not, you can opt to install a Wi-Fi extender to help bridge the network connectivity gap between the two. You can also move SimpliSafe® to a dedicated network or guest network to alleviate congestion. To learn more about setting up a dedicated or guest network, contact your Internet Service Provider (ISP) or consult with your router’s manual.

Still Need Help?

Don't hesitate to contact our support team for additional troubleshooting or assistance. We're here to help!

If you are having trouble connecting your camera to Wi-Fi during a first-time setup, we recommend making sure that your home network is configured to meet our system requirements. 

A short list of requirements can be found below:

• Your Wi-Fi network must be broadcasting 2.4GHz

• SimpliSafe® cannot connect to 5GHz networks

• Your SSID and password cannot exceed more than 31 characters each

• Your network must be configured as WPA2 or WPA3/2 Mixed Mode

• WPA3 only networks are not compatible with SimpliSafe® at this time

We recommend that you have your 2.4GHz and 5GHz networks separated and not merged together. Most routers and Internet Service Providers (ISPs) by default will create a single network that broadcasts 2.4GHz and 5GHz at the same time. To separate the network, you may need to consult with your ISP or reach out to your router manufacturer for configuration assistance.

If your phone is currently connected to a 5GHz network and you have a 2.4GHz network available, please use your phone’s Wi-Fi settings to switch the network before trying to connect the camera to Wi-Fi again.

iPhone / iOS Wi-Fi Settings:

1. Go to Settings on your iOS device

2. Choose Wi-Fi

3. Select the 2.4GHz network from the list of available networks

4. Enter your password

5. Tap on Join in the upper right hand corner to connect to the Wi-Fi network

Android Wi-Fi Settings:

1. Go to Settings on your Android device

2. Navigate to Wi-Fi Network

3. Select your 2.4GHz network from the list of available networks

4. Enter your password

5. Save to connect to the Wi-Fi network

*These steps may vary depending on your Android device. Consult with your phone's manual for further directions.

Still having trouble connecting?

There are steps you can take if your camera keeps losing Wi-Fi Connection after setup. If you continue to have trouble after taking those steps, don’t hesitate to reach out to our Support Team for further assistance.

If you change your Wi-Fi network name and/or password for any reason (such as moving into a new home, or receiving a new router), you’ll need to update your SimpliSafe® System with the new credentials. You will always want to update the Base Station Wi-Fi first before proceeding to the camera steps. If you do not update your Base Station’s Wi-Fi first, you will be unable to reconnect Outdoor Cameras or any Smart Alarm Indoor Cameras. 

Please note that your network will need to meet our system requirements to connect your system to Wi-Fi. At a very basic level, you will need a 2.4GHz wireless connection that’s configured as WPA2 or WPA2/3 Mixed Mode. 

Connecting the Base Station to your new Wi-Fi using the SimpliSafe® Mobile App

Please note that these steps are only if you have a monitoring plan that supports built-in network backup. If you do not have a monitoring plan, please proceed to the Keypad steps below.

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

2. Choose My System from the bottom navigation bar, followed by Base Station Settings

3. Tap on ‘WiFi Network’ and follow the in-app prompts to connect to your new network

4. Your app will state “Yay! Your Base Station is connected” if the credentials are correct.

5. Tap Done to exit the Wi-Fi setup mode

Connecting the Base Station to your new Wi-Fi using the Keypad

1. Using your Keypad, press the Menu button

2. Then, enter your Master PIN

3. Select System Settings

4. Then press the right side of the screen to choose Wi-Fi, followed by Edit

5. Next, choose your network from the list of available options by tapping “Use”

6. Enter your password by using the Keypad’s buttons to type in ABC mode (this is similar to T9 which was used for texting with older cell phones)

Changing Wi-Fi Networks for Cameras

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