Updating Your Primary and Secondary Monitoring Contacts

Primary Contacts

Primary Contacts are the phone numbers that are contacted after your alarm sounds and before the emergency services are requested. You have two slots for your primary numbers which means you can have either one or two numbers contacted. We recommend you have two Primary Contacts listed, in case we cannot reach your first contact. It’s worth noting that some towns and municipalities require you to have two Primary Contacts listed, for permit issuance and emergency dispatch requirements. You can determine if your municipality has this requirement by clicking on “permit ordinance” within the SimpliSafe® App.

Make sure both Primary Contacts know your Safe Word! This is the word or phrase you selected to confirm your identity. This will be needed to cancel the request for emergency services during an alarm event.

Secondary Contacts

Secondary Contacts are the phone numbers that will be contacted after emergency services have been requested to the location of your system. The monitoring center can call up to five Secondary Contacts. This feature is useful to notify people of the alarm event and that emergency services have been requested to your home or business. Customers often make family members, neighbors, and friends their Secondary Contacts. It’s important to inform them when you make them a Secondary Contact so that they can save our monitoring center’s phone number (855-693-4911). 

Updating Your Emergency Contacts

You can update your contacts at any time in the SimpliSafe® Mobile App or SimpliSafe® Online Account.

SimpliSafe® Mobile App:

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

2. Choose My System from the navigation bar at the bottom of the app

3. Next, select Location Settings from the menu

4. Scroll down to Emergency Contacts

1. From here you can choose to edit an existing contact by tapping on the name

2. Or you may add a new contact by selecting + Add Contact

3. You can also delete a contact by tapping on the name, then scrolling down to Delete Contact

SimpliSafe® Online Account:

1. Login to the SimpliSafe® Online Account using the browser of your choice

2. Using the menu on the left side of the screen, click on Monitoring

3. On the right side of the Monitoring page, you should see places to add your Primary and Secondary contacts, along with a description of each

Once you have updated your information on this page, you can click Save at the bottom of the page to complete these changes.

Granting Temporary Access

You can provide system access to someone using Additional User Access or Custom PINs. Additional User Access will allow for the individual to manage the system from within the SimpliSafe® Mobile App or Online Account, while giving a user a Custom PIN allows them to disarm your system, or enter your property whenever a Smart Lock is installed.

Not What You're Looking For?

Primary and Secondary Contacts are not the same phone numbers used to verify your account when you log in; those numbers are added to your account through Multi-Factor Authentication. If you would like to register a new phone number to your account so it receives a verification code, please see the Multi-Factor Authentication (MFA) for SimpliSafe® Accounts article for additional help.

If you would like to update the email address on your account, visit the How to Update Your Email Address for Your SimpliSafe® Account article for further assistance. 

For steps on updating the address associated with your SimpliSafe® account, see the How to Update Your Monitoring Address article.