4 Messages
Need help transferring system from previous owner
I purchased a home with a SimpliSafe system already installed. The previous owners were nice enough to leave the system, but I've been unable to add the base station to my account. It seems to still be registered to them.
They have "deleted SimpliSafe" but said that "it will take up to 7 days to verify". Is this normal that an account takes 7 days to be relinquished? I tried suggesting that they call back, but definitely got the feeling that they don't want to be bothered until 7 days has elapsed.
Any advice?
Thanks
Official Solution
simplisafe_admin
Community Admin
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1.5K Messages
7 days ago
@buffdriver In order to set up your system, the previous owners would have needed to cancel their service first. This cancellation should be done right then and there, there should be no 7-day waiting period. We recommend that they reach out again and ask for their account to be cancelled immediately so you can reactivate it under your account.
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captain11
Captain
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6.4K Messages
7 days ago
@buffdriver I suspect the previous owner's answer is wrong. You don't "delete" SimpliSafe, they have to call and go through the deactivation process, for obvious security reasons. Suggest you pick up the phone and call SS and speak with customer service. They have a transfer protocol to follow. If all else fails, ask that your issue be escalated to a supervisor or manager.
Please post your outcome here if you get a chance.
(edited)
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buffdriver
4 Messages
6 days ago
I have gained access and set up my system successfully! Turns out that I was able to accomplish everything with only the need for the old owners' safe word, which they furnished without issue.
Thank you for the information and helpful suggestions!
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