SimpliSafe cameras will only record motion events if you are subscribed to a monitoring plan that offers camera recordings. The Self-Monitoring with Camera Recordings and Fast Protect™ plans do include recordings, but the Standard Monitoring and free Basic App Control plans do not include recordings, so I would first check to confirm the plan you are subscribed to.
If you are subscribed to either the Self-Monitoring with Camera Recordings or Fast Protect™ plan, I would recommend resetting your Video Doorbell Pro. You can do this by pressing and holding the large button on the back of the camera for 30 seconds. Once you release it, the camera will reboot and you will be prompted to set it up again in the SimpliSafe mobile app.
This change really sucks for your customers who have purchased cameras in the past with a certain understanding of what would be available. Having a limited number of the most recent recordings (as it used to) seems very bare minimum reasonable to me.
I agree with both Renee and Erica completely. My cameras ceased recording events after the last software ugrade. No notification from Simplisafe regarding this change of function based on type of plan. This REALLY sucks. Really considering an different alarm monitoring vendor at this point
The Monitoring Plans themselves and what features they include have not changed. However, we discovered that a small number of users who had previously downgraded their plans accidentally retained features from the higher-tier plan that were not included in the lower-tier plan. Our engineering team made a change on our end that corrected this. From what you're saying, it sounds like that's what happened to you.
That being said, all plans do allow for Push Notification, so you should be able to open each cam and see what's happening live. That might have been what you had been experiencing, reneestallings.
Of course, if any of you are actually still on the Self-Monitoring with Camera Recordings plan, or the Fast Protect Plan, and are not getting recordings, then that's a different issue entirely. We'll need to troubleshoot to make sure your cams are working properly.
emily_s
Community Admin
•
3.4K Messages
6 months ago
Hi @reneestallings,
SimpliSafe cameras will only record motion events if you are subscribed to a monitoring plan that offers camera recordings. The Self-Monitoring with Camera Recordings and Fast Protect™ plans do include recordings, but the Standard Monitoring and free Basic App Control plans do not include recordings, so I would first check to confirm the plan you are subscribed to.
If you are subscribed to either the Self-Monitoring with Camera Recordings or Fast Protect™ plan, I would recommend resetting your Video Doorbell Pro. You can do this by pressing and holding the large button on the back of the camera for 30 seconds. Once you release it, the camera will reboot and you will be prompted to set it up again in the SimpliSafe mobile app.
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