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Cannot log in to profile on PC or App
Well, I have no idea what the problem is here, and it's getting quite annoying.
Everything was working fine not too long ago, but at least a month went by without logging in to our account. It was working then.
I tried logging into my account the other day, and was asked to enter my email and password. Fair enough, I did that. Didn't work. It chanted to a screen that said Awaiting Device Confirmation and a pop up that said something about No Passkeys.
I tapped out of that screen and was met with a large red X that said Something Went Wrong. Hmm...
So I tried again and again, and it just went in an endless, frustrating loop. In the end, I tapped Try Another Method. The Fingerprint/Facial scan didn't work as neither of those were set up. I tried the recovery code, which apparently is a code I was given during enrolment. I was never given a recovery code during enrolment, so THAT didn't work either.
So I tried a code sent to me via text. That worked, and I was able to log in. I changed my password just in case. An hour later, I opened the app again, and it wanted me to sign in again!
What followed was a repeat of everything I said above. The ONLY thing that works is the one-time code sent via text. My account details DO NOT WORK. I deliberately entered the wrong password to see if it at least knew that much, and sure enough it said it was the wrong password, so it recognises my details are correct, but it refuses to accept them and log me in.
And this problem exists on both the Android app and PC browsers. It keeps telling me to enable third-party cookies, which are and have ALWAYS been enabled.
Being unable to access the devices we paid a good amount of money for is unacceptable. If we cannot log in for any reason, the cameras we bought are nothing more than expensive weights at this point.
I've also uninstalled the app and reinstalled, which didn't work. I deleted the cookies for the SImpliSafe website, which also didn't work.
What on EARTH is going on? Does anyone know why it won't let us log in with our details, but it works with the one-time codes? And why does it keep expecting a fingerprint or facial scan to log in when neither of these two things were ever set up? AND why does it keep mentioning there's no Passkey stored when that has also never been used?
Thanks for any help and apologies for all the text.
Sav_SS
Community Admin
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57 Messages
29 days ago
Hi @PureChaosXGaming,
After investigating this behaviour and having our QA team try and re-produce the issue you have very clearly described to us, we have established the following:
1. You can always log in after entering your log in details, and verifying through multi-factor authentication (SMS code).
2. The flow in which you are seeing, is not the expected flow we set out for customers to have, which we are investigating further. (ie. being prompted with biometric login when you do not have it set up).
3. Next step will be to reset the Multi-Factor Authentication on your account which should resolve the experience you have had.
What we do expect our login process to look like:
1. Log in with email & password.
2. Verification (Biometrics, or Verification Text)
When we action the MFA reset for you, you will need to complete your details, and you will be provided with a recovery code. Please ensure you keep this saved should biometrics or text verification fail.
If you have not already received a call from us, please contact us at 0800-456-1789 so we can resolve this for you.
Thank you again for providing us with great detail so we could look into this issue quickly and provide you with next steps effeciently.
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