4 Messages
Alerts that alarm being armed by someone
It has happened to me twice now & I got not explanation from support chat. I will be in my house, I've set the alarm to "home" several hours before. I get a text that the alarm has been set to "home" & the camera comes on & starts recording me! The first time it said it was set "remotely", the next time was at 3 AM & said set by app. I was very upset & tried multiple times to reset my app password, but finally saw it can only be done if you log into the website (which is impossible for some people to do if their phone automatically opens anything related to simplisafe in the app). After I changed the password the 1st time, I set the alarm on the website. THAT is what makes a text say it was set "remotely". So the mystery of how it can be set "remotely" solved, but the other 2 in my household were sound asleep & neither have the app or know the user name or password. They always physically use the keypad. When I contacted Simplisafe I got NO explanation other than them trying to argue that my husband or grandson had done it & I know that was not the case. The 2nd time I heard the shutter open on the camera & then got a text that it was set by app. Again, everyone's asleep, they don't have the app, much less k ow how to login. Again I contact Simplisafe & get no explanation as to how some random person (probably on the other side of the world) has access to my account where they can record me or anyone in my house going through the living room naked or otherwise. THIS IS NOT OK!! And I don't buy the nonsense that no one can see the videos because if they can log into my account, they can look at ANY recording that are on the server. Any hacker can. I wouldn't care as much about someone hacking in & seeing one of us walk into the house after disarming the alarm, but when it is set randomly & u expectedly from who knows where, when we may or may not be dressed, I have a big issue with that! Simplisafe needs to be tracking down where the alarm is being disarmed & do something about it. If someone can get into my account, they can see my address & can see if the alarm is set to "away", so they could show up at my house, disarm the alarm & take everything we own.
davey_d
Community Admin
•
5.7K Messages
12 hours ago
Hi @bunky67 ,
We sincerely apologize for the frustration. I definitely understand deeply share your concerns about cybersecurity. I see that you mention your doubts about it, but I want to reiterate that we take both your security and your privacy as our top priority. We keep your cameras locked down so that nobody can access them without your permission. Even if someone were able to get access to our servers, all they would get is jumbled data - the only way to decrypt it is with your username and password.
But it is unlikely that your account was accessed by intruders.There are a few things that might prompt an unexpected arm event, all relating to the system re-stating its current status. For example, when the system auto-exits from the Keypad Menu, or if an update had recently been installed. When that happens, you'll hear the system go back to whatever state it was in before, and it'll send the signal to the service. But again, it's always just confirming the state it was already in. It's just unfortunate that right now, these instances are logged as "remote" events, when it really means it was done by the system itself.
I have taken the liberty of requesting a call from our escalation team to go over your concerns in more detail. Hopefully we can help restore your confidence in your system.
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