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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 likely is 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 a single 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:
Slide the sensor off of the bracket by sliding it toward the pairing button
Using a pen, press the groove of the battery tab in and up to remove the battery from the sensor
Wait at least 15 seconds, then insert the new battery
Slide the Entry Sensor back onto its bracket
Press the setup button on the sensor and look for 3 blinking lights to confirm the new battery is working
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:
Disarm your system by pressing OFF on the Keypad
Press the Menu button on your Keypad
Enter your Primary PIN
Scroll until Test Mode is highlighted
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 centre 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.
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.
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:
Open the SimpliSafe® Mobile App on your phone or tablet
Choose My System from the bottom navigation bar
Select Device Settings
Tap on the sensor you wish to remove
Choose ‘Remove Device’
To reinstall your Entry Sensor:
Open the SimpliSafe® Mobile App on your phone or tablet
Navigate to the three-bar menu (hamburger menu) in the upper left corner of the app
Choose Add Device or Camera from the list of available menu options
Tap on Get Started to proceed
Select Entry Sensor from the list of available products
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 Installation Guide.
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Entry Sensor
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How to Replace Entry Sensor Battery
The Entry Sensor takes a single 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.
If your sensor is still offline after replacing the battery, skip to the section below for troubleshooting steps.
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.
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Entry Sensor
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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. Scroll to learn more, or use one of the anchor links to go to that section directly.
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. Tap on Entry Delay
5. Adjust your timing, as needed, for Home and Away mode
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 right arrow to choose Edit, then press the Keypad buttons to designate a time
6. Once done, press the arrow to the right to save your settings
SimpliSafe® Web App
1. Log in to the Web App
2. Select System from the left-hand navigation menu
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 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 setting is most useful for main entryways to your home, so you have time to arm your system and leave your home without setting off the 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. Tap on Exit Delay
5. Adjust your timing, as needed, for Home and Away mode
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 right arrow to choose Edit, then press the Keypad buttons to designate a time
6. Once done, press the arrow to the right to save your settings
SimpliSafe® Web App
1. Log in to the Web App
2. Select System from the left-hand navigation menu
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 at the bottom of the screen
Instant Trigger
When you turn on Instant Trigger, your Entry Sensor will sound your alarm right away when it is moved or opened. This feature can be helpful for doors and windows that you don't use as often—like a basement door, basement window, or skylight. That way, when your system is armed, you'll know immediately if one of them is opened.
Instant Trigger can be set for individual Entry Sensors 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 Entry 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 right arrow to select your Entry Sensor
5. Scroll down to Instant Trigger and use the right arrow to toggle between ON and OFF
SimpliSafe® Web App
1. Log in to the Web App
2. Choose Devices from the left-hand navigation menu
3. Select your Entry Sensor
4. Toggle Instant Trigger ON or OFF by clicking the button
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Using Your System
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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 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.
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.
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.
Glass Break 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 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.
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Entry Sensor Offline
If your Entry Sensor is showing as offline on the SimpliSafe® Mobile App, this could be an indicator that the battery within the device needs to be replaced.
The Entry Sensor takes a single (1) CR-2032 Lithium 3V battery and has a life expectancy of up to 5 years depending on placement and usage.
To replace the battery, slide the sensor off the bracket towards the pairing button. Then replace the lithium battery and slide the sensor back onto its’ bracket. If your Entry Sensor has a cover over the battery, you’ll need to remove that first. You can refer to our Help Centre article for further instructions.
Please note that the error may take up to 24 hours to clear from the SimpliSafe® Mobile App after taking these steps, as the Base Station needs to check back in with the sensor. If you want to bypass that timeframe, you’ll need to follow the steps below to remove the sensor and re-add it to your system.
To remove your Entry Sensor:
Open the SimpliSafe® Mobile App on your phone or tablet
Choose My System from the bottom navigation bar
Select Device Settings
Tap on the sensor you wish to remove
Choose ‘Remove Device’
To reinstall your Entry Sensor:
Open the SimpliSafe® Mobile App on your phone or tablet
Navigate to the three-bar menu (hamburger menu) in the upper left corner of the app
Choose Add Device or Camera from the list of available menu options
Tap on Get Started to proceed
Select Entry Sensor from the list of available products
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.
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Entry Sensor Settings & Customisations
Your Entry Sensor can be customised to fit the needs of your home or business, whether your system is Armed or Off. Below are the steps on how to access your Entry Sensor’s settings, and what you’ll be able to find in that portion of the SimpliSafe® Mobile App.
To adjust your Entry Sensor’s Settings:
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 Entry Sensor you wish to manage
Device Behavior by Arming State
You can customise your Entry Sensor to behave differently whether your system is set to Off, Home, or Away. You can also enable Secret Alerts for your sensor, to be discreetly notified of entry to a door or window.
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 your Entry Sensor was triggered.
Sensor Name Announcement
Sensor Name Announcement is a feature that allows the Base Station to say the sensor’s name whenever it is opened or closed. Please note that if the sensor is using a custom name, the Base Station will only announce “Entry Sensor” and will not speak out the custom name. This feature only works with prepopulated names within the SimpliSafe® Mobile App. If you need to change your Entry Sensor’s name, you can click the arrow icon next to the name on the Entry Sensor’s settings screen to choose a new name.
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My Entry Sensor Will Not Pair to My System
If you just installed your Entry Sensor, but cannot find it under Device Settings - it’s possible that it did not pair correctly with your system. There are a few steps you can take to resolve this issue. You should take each step in the order they are presented, and attempt to pair the Entry Sensor after each step to confirm which one resolved it.
As a first step, you’ll want to briefly remove the battery from the sensor then test if the LED blinks on it.
If you need help removing the battery, you can follow the steps below.
Slide the Entry Sensor off its bracket, by applying even pressure to it and moving the sensor towards the pairing button
Remove the battery from the Entry Sensor using one of the methods below, depending on your sensor
You will either pop the battery out of the sensor by pressing down on the battery tab to release it
Or you will need to use a small tool, such as a eyeglasses screwdriver to press down on the tab holding the cover in place, then remove the battery
Wait at least 15 seconds
Reinsert the battery, and replace the battery tab with the exclamation point facing up - if applicable
Slide the Entry Sensor back onto its bracket
Press the pairing button on the top of the sensor and confirm if the LED blinks
If there is NO VISIBLE LED, proceed to step 2 to replace the battery
Try pairing the sensor again
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's battery, slide the sensor towards the pairing button to remove it from the bracket. Then replace the lithium battery and slide the sensor back onto its bracket.
It’s possible that there may be wireless interference at the location you are trying to install the sensor at. To rule this out, you’ll want to move the Entry Sensor closer to the Base Station temporarily, and try setting it up at that location. If the Entry Sensor pairs successfully next to the Base Station, you can try moving it back to the original location and use the signal strength within the SimpliSafe® Mobile App to determine if there is an issue. Note that metal doors or dense building material can also be a source of interference, and may be preventing the signal from getting back to the Base Station clearly.
As a final step, you’ll want to perform a power cycle on the Base Station, then try to add the sensor back again. To do this, you will need your own Phillips head screwdriver to complete this task.
Unplug the power cord from the bottom of the Base Station and use a Phillips head screwdriver to remove the screw from where the cord was inserted
Remove the bottom cover by twisting it off and remove a single battery from within the Base Station
Wait 60 seconds, or until you hear the Base Station say “Power Outage”
Reassemble the Base Station by reinserting the battery, twisting the cover back on, reinserting the screw and power cord
After the reset, you’ll hear the Base Station say “Welcome to SimpliSafe®”
Once you hear the Base Station announce that, attempt to add the Entry Sensor to your system again
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Entry Sensor