There are different steps to take to troubleshoot your Smart Lock being offline, depending on whether the error appears intermittently or persistently within the SimpliSafe® App.

If the Error is Intermittent:

If you see the error appear intermittently within the SimpliSafe® App, and it goes away without taking any action on your end, this could indicate an issue with the placement of your Base Station. A common factor is often the distance between the Smart Lock and the Base Station. 

Generally, we recommend the following for placing the Base Station within your home or business:

• Place it in a centrally-located area within your home or business

• Have the Base Station elevated at least 3 feet off the ground

• Avoid placing it within a cabinet, closet, or around other dense materials such as granite, concrete or metal. This can weaken its signal to other SimpliSafe® devices

• Avoid placing it next to devices that output a wireless signal, such as a router or TV. This can cause wireless interference and decrease the overall signal strength of the Base Station

If the Error is Persistent:

If you see a persistent notification in the SimpliSafe® Mobile App that your Smart Lock is offline, you will need to change its batteries. The Smart Lock is powered by four (4) AA Alkaline batteries with the PIN Pad taking two (2) CR2450 Lithium Batteries. The batteries within the Smart Lock and PIN Pad have a life expectancy of 8-12 months, depending on usage.

To change your Smart Lock batteries, follow the steps below:

1. Slide the battery cover (the oval portion of the Lock labeled "SimpliSafe") off the device by pushing up on it. This will expose the batteries and allow you to replace them.

2. Once the batteries have been replaced, reattach the battery cover by sliding it down on the back of the Smart Lock until it clicks into place.

To replace the PIN Pad batteries, follow the steps below:

1. Use the pinhole key that was included in your Smart Lock box and press the tool into the pinhole on the bottom of the PIN Pad

If you do not have the pinhole key still, a SIM Card tool or a paperclip may also work

2. Once the pinhole has been pressed, the top of the PIN Pad will pop off and you will then be able to replace the batteries

3. After the batteries have been replaced, press the PIN Pad top back on until it clicks into place

Is your Smart Lock still offline after replacing the batteries?

If the Smart Lock does not automatically come back online, you will need to remove the device and re-add it to your system.

To remove your Smart Lock:

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

5. Choose ‘Remove Device’

Once you have removed Smart Lock, you can add it back using our Installation Guide.