Please let us know what service you have and the email address associated to your account so that we can investigate further. You can email us at customer-support@simplisafe.co.uk with this info.
@Sav_J I have the same issues and I emailed the customer service email as you suggested and it has been completely unhelpful. I have the standard monitoring app, I’ve done about everything possible to troubleshoot but I can’t get the timeline videos back on my app. Are there any fixes or suggestions?
@Clayyy Sorry to hear about this! Camera recordings are not included in the Standard Monitoring plan. There was a rare bug where some users who were once subscribed to a plan that included recordings and then downgraded to Standard Monitoring kept that feature, but our internal teams have since revered that bug.
When did you notice this change in your timeline? Recordings are automatically deleted after 30 days, so if you have not had any recent motion events that could be why there are no recordings on your timeline. But if this is recent, I would recommend removing the SimpliSafe mobile app from your device and then re-download it to see if that retrieves your recordings.
Also, have you made any recent changes to your monitoring plan? Our Standard Monitoring with Camera Recordings and Fast Protect™ plans include camera recordings, but our Standard Monitoring and Basic App Control plans do not. If you had recently changed your monitoring plan to one that does not include camera recordings, that could explain why they are no longer there. For more information on what each monitoring plan offers, check out this article in our Help Center.
Any updates on a fix for this issue? There’s been numerous reports on both Reddit & Facebook SS forums, of users experiencing this issue. Luckily I’ve seen them & thus I’ve not updated to 2200.14.n app or the latest box update versions.
@alalli Have you made any changes to your monitoring plan recently? Camera recordings are only included with our Self-Monitoring with Camera Recordings and Fast Protect™ monitoring plans. If you are subscribed to either our Standard Monitoring of free Basic App Control plan, your cameras will notify you when they detect motion, but they will not record any videos.
mistersimes
8 Messages
4 months ago
Same, since updating iPhone app to version 2200.14.0.
Support - please roll out a fix.
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tlwrig
1 Message
4 months ago
same issue here
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emily_s
Community Admin
•
3.3K Messages
4 months ago
Hi @jjrd10,
When did you notice this change in your timeline? Recordings are automatically deleted after 30 days, so if you have not had any recent motion events that could be why there are no recordings on your timeline. But if this is recent, I would recommend removing the SimpliSafe mobile app from your device and then re-download it to see if that retrieves your recordings.
Also, have you made any recent changes to your monitoring plan? Our Standard Monitoring with Camera Recordings and Fast Protect™ plans include camera recordings, but our Standard Monitoring and Basic App Control plans do not. If you had recently changed your monitoring plan to one that does not include camera recordings, that could explain why they are no longer there. For more information on what each monitoring plan offers, check out this article in our Help Center.
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stevenhvogeldaytime000
1 Message
4 months ago
Any updates on a fix for this issue? There’s been numerous reports on both Reddit & Facebook SS forums, of users experiencing this issue. Luckily I’ve seen them & thus I’ve not updated to 2200.14.n app or the latest box update versions.
Thanks.
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