SimpliSafe’s® Professional Monitoring protects your home, building or property across many types of alarms. If an alarm is triggered from your system, you’ll be immediately notified through App Push Notifications, Alarm Text Messages. Depending on your monitoring plan and alarm type  you can also interact with our in-app Alarm Screen experience to cancel or escalate alarms.

In most instances, you will also receive a phone call from our monitoring center following these notifications. There are two exceptions:

• If you cancel by Keypad, Key Fob, App (Alarm Screen) or by replying “C” to an alarm text within the false alarm grace period.

• If you request help by replying "H" to an alarm text, pressing a silent Panic Button, or entering your “Duress Pin” when disarming your system.

The types of alarms that can occur are divided into four categories:

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

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

• Life Safety (Fire and Carbon Monoxide)

• Environmental (Water and Temperature Alerts)

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

Depending on your notification settings, when a burglary sensor is triggered (Entry, Motion, Glassbreak, or a Panic Button), our Monitoring Center is informed immediately. You’ll also be immediately notified through App Push Notifications and/or Alarm Text Messages. You can confirm or cancel most quickly from there. 

If you do not open your app via Push Notification and take action utilizing our Alarm Screen experience, disarm from your keypad, or take an action via Alarm Text, the monitoring service will attempt to reach you and/or other Primary Contacts to inform you of the alarm and determine whether the police should be dispatched. 

The Monitoring Specialist will ask for your Safe Word and you must provide the correct Safe Word to cancel an alarm. If you give an incorrect Safe Word or can’t remember it, our specialists must request emergency dispatch to ensure your safety. You won't be told you got it wrong to protect anyone who may be under duress. 

If you and/or other primary contacts cannot be reached, the monitoring center will request dispatch of emergency authorities. You do not need your Safe Word to request dispatch.

What happens if I provide the wrong Safe Word?

If you give an incorrect Safe Word or can’t remember it, our specialists must request emergency dispatch to ensure your safety. You won't be told you got it wrong to protect anyone who may be under duress.  

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

There are a few different types of observed emergency events that our specialists may report while monitoring your property with SimpliSafe® Active Guard Outdoor Protection. These observations fall into the following categories: Violence or Burglary, Fire, Medical Emergency, Possible Fire, and Suspicious Activity. 

1. Depending on what is observed, our highly trained team of security specialists will act in one of three ways:
   For reported Violence, Burglary, Fire, or a Medical Emergency our specialists will immediately request emergency services to your location and then call your first primary contact.

2. For possible fire or heavy smoke reported, our specialists will reach out to the first primary contact to see if you would like to cancel fire dispatch. If your first primary contact doesn’t pick up we will request emergency services.

3. In the case of Suspicious Activity reported our specialists will reach out to the primary contact(s) to determine if police presence is necessary. If we aren’t able to reach your primary contact(s) no dispatch will be sent.

Life Safety (Smoke)

When a Smoke Detector is triggered, the Monitoring Center will only contact the first Primary Contact as time could be critical. It is important to make sure the first Primary Contact is someone who is more likely to answer their phone quickly. If we are not able to get ahold of your first Primary Contact, we will request dispatch of emergency services to the monitored location. 

At times, heavy dust, strong paint fumes, or construction debris can cause false smoke alarms.  You can request that our monitoring specialist place your smoke alarms on a "temporary disregard" for up to three days to avoid the risk of repeat calls and/or false dispatches.

You can not cancel a smoke alarm via alarm text. Disarming your system via Keypad or Key Fob does not cancel emergency response. A Safe Word is not required to cancel dispatch for a smoke alarm, you just need to pick up the phone and tell the Monitoring Center it is a false alarm. 

During a Smoke alarm the smoke alarm device itself will produce a siren as well as the SimpliSafe® Base Station. You can silence your smoke alarm by pressing the button on the device. You can silence the SimpliSafe® Base Station alarm by entering your PIN to your keypad. If you silence your smoke alarm device and SimpliSafe® Base Station alarm in the previous steps but haven’t talked with our monitoring specialists to request cancellation your alarm will not be canceled. 

Life Safety (Carbon Monoxide)

For a CO alarm, two things will happen at once. You will receive an automated call, and emergency services will be dispatched to your location. Due to the serious and potentially life-threatening nature of carbon monoxide poisoning, there is no way to cancel CO alarms.

Environmental (Water and Temperature)

When an Environmental sensor is triggered (Water and Temperature), Primary Contacts will receive an automated voice message. If we are unable to reach a Primary Contact, we will also reach out to your Secondary Contacts. Environmental alarms do not result in dispatch regardless of whether you answer the phone or not. 

If you cancel or disarm your system within the first minute or so of your environmental alarm we will not send an automated voice message as we count the cancellation as acknowledgement.

The following guided flow will walk you through how each product responds during an alarm.