Can't Connect Base Station to Wi-Fi During Setup

If you are having trouble connecting your system 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 router manual or contact your ISP for configuration assistance.

Use the guided flow below for an interactive, step-by-step experience that will walk you through connecting to Wi-Fi:

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 Base Station 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 to Wi-Fi? Reset the Base Station!

​Resetting the Base Station can help get things going again. Before getting started, you’ll need your own Phillips head screwdriver to access the battery compartment on the bottom of the Base Station.

How to Reset your new Base Station

1. Unplug the Base Station from power by removing the cable from the bottom of the Base Station

2. Using a Phillips head screwdriver, remove the screw on the bottom of the Base Station

3. Take off the bottom cover to expose the battery compartment

4. Remove a single battery from the Base Station, wait 60 seconds, and reinsert the battery

5. Plug the Base Station back into power

6. Wait for the Base Station to announce, “Welcome to SimpliSafe®” then try connecting to Wi-Fi again

If the issue persists after taking these steps, our support team can assist you further.