When adding a Base Station to your system, you may run into an “Invalid Base Station Serial” error message in the SimpliSafe® Mobile App. This could be due to one of two reasons:

• The Base Station’s serial number was entered incorrectly while setting up your system

• You are completing a Base Station replacement, and we are missing some of your account information

While setting up your new system

During the initial set up of your Base Station, you may see the “Invalid Base Station Serial” error message. This generally occurs when the Base Station’s serial number has been entered incorrectly. Closely check the serial number printed on the bottom of your Base Station. We recommend paying attention to characters that seem similar to others, like 1 and I, 2 and Z, and 3 and E.

To avoid typing in the Base Station’s serial number incorrectly, try using your smartphone to scan the QR code on the bottom of the Base Station to set it up successfully.

During a Base Station Replacement

If you see an “Invalid Base Station Serial” error message while completing a Base Station replacement, that could mean that we’re missing some of your account information. If you are subscribed to a paid monitoring plan, you can resolve this issue by taking the following steps:

1. Log into your account in the SimpliSafe® Web App

2. Choose Monitoring from the navigation menu on the left-hand side of the screen

3. On this screen, go to the Monitored Address section and fill out the information with the address that you will use your system at

4. Once done, scroll to the bottom of the page and select Save to make this change

If you are using your SimpliSafe® system with an unmonitored plan, or updating your account’s information did not resolve this issue, please contact our Support team for further assistance.