Transfers
When should a call be cold transferred to the Loyalty team, and what should you tell the customer before doing so?
: Transfer to Loyalty if the customer wants to downgrade or cancel their monitoring subscription, including cancellations/downgrades/suspention related to moving. Tell the customer you'll get them to a "Specialist" or "Account Specialist."
What are iOS Critical Alerts in the SimpliSafe mobile app, and why are they important for alarm notifications?
iOS Critical Alerts are special push notifications from the SimpliSafe app that override mute and Do Not Disturb settings on an iPhone. They ensure the user receives alarm notifications with sound and visibility even when the phone is silenced. This helps prevent missed alarms and reduces the risk of unwanted police dispatch due to false alarms. Critical Alerts only apply to Push Notifications, not text or email alerts.
What does it mean when a SimpliSafe Smoke Detector has a blinking yellow light and chirps once every minute, and how should it be resolved?
A blinking yellow light with a chirp once every minute indicates that the battery is low. This usually happens after 3–5 years of use. The user should:
Check the battery level
Inspect the Tamper Switch to ensure it’s properly pressed, as improper installation may cause the battery to drain
Refer to the Battery Guide for replacement instructions
Can frontline agents handle SS2 to SS3 upgrades, including Base Station replacements?
Yes. Frontline agents can and should handle the full SS2 to SS3 upgrade process, including Base Station replacements due to 2G module flags. These cases should not be transferred to AST.
https://simplisafe-zhyyi.stonly.com/kb/guide/en/ss2-to-ss3-upgrade-process-GbW0m3eiyC/Steps/4191074
What should I do if a customer wants to replace a defective device under warranty?
First, identify which product the customer wants to replace (SS2 or Gen 3) and confirm their monitoring plan (Core, Pro, Pro Plus, Standard, Camera-Only, or Basic App). Then check if the device is in warranty and in stock to determine if the replacement is free, discounted, or not covered. Follow SimpliSafe’s warranty guidelines accordingly.
If a customer specifically asks to speak with an onshore agent, what process does the IVR follow if the wait time exceeds two minutes?
The IVR will automatically offer the customer an Auto-Callback option. If they choose to stay on the line, the Auto-Callback option will be repeated every 1.5 minutes.
How can customers ensure they never miss a Monitoring Center call or Alarm Text, even if their phone is on silent or Do Not Disturb mode?
Customers can allow specific phone numbers and apps to bypass silent and Do Not Disturb settings on both iPhone and Android. This ensures they receive calls and texts from SimpliSafe’s Monitoring Center (855-693-4911) and Alarm Texts (from short code 82539).
iPhone users can also allow the SimpliSafe mobile app for push notifications and Critical Alerts to come through at all times.
Why can a SimpliSafe Smoke Detector only be disarmed using the Keypad or Key Fob, and not the mobile app?
To ensure that the customer is physically present at the property and there is no immediate danger, the Smoke Detector can only be disarmed via the Keypad or Key Fob. This safety measure helps prevent remote disarming in potentially dangerous situations.
What should be done if an SS2 Base Station has a “2G mod needs replacement” flag?
The customer should receive a free replacement SS2 Base Station, regardless of warranty status. They do not need to return their old SS2 system.
https://simplisafe-zhyyi.stonly.com/kb/guide/en/ss2-to-ss3-upgrade-process-GbW0m3eiyC/Steps/4191074
Does every defective device need to be sent back to SimpliSafe for a replacement?
No. Not all devices must be returned. If the device needs to be sent back, a return label will be generated in the CSR system. If not, no return label will be issued. Refer to the Do Not Return and E-Waste Recycling guide if customers have questions about disposing of faulty devices.
What criteria must be met to transfer a customer to the Property Management team, and how should the transfer be made?
When to Transfer:
Customer has 10 or more active accounts,
There is a Property Management flag/bar on the CSR page,
The interaction involves a large/multi-property owner or tax exemption
Why should customers avoid placing the SimpliSafe App in the Private Space on Android 15 and up, and how can they remove it if it’s already there?
Placing the SimpliSafe App in Private Space on Android 15 and newer may limit the ability to receive notifications, including critical alerts.
To remove it:
Go to Settings > Security & privacy
Tap Private space
Authenticate with the Private Space lock
Long-press the SimpliSafe App icon and choose Uninstall
Reinstall the app from the Play Store if needed
This ensures the app functions properly and notifications are received without restriction.
What are some key questions you should ask a customer to better understand a Smoke Detector issue?
Where is the sensor mounted?
Is it securely mounted to its bracket?
When did the issue start, and has it happened more than once?
Are other sensors in error?
What lights and sounds is the Smoke Detector displaying?
Is the sensor paired to the Base Station?
How old is the Smoke Detector?
What upgrade discount is available to monitored customers who don’t need a replacement component?
Customers on Standard, Core, Pro, or Pro Plus plans can be offered 50% off all components when upgrading to an SS3 system using code SIMPLI50OUTDOOR. They have a 60-day return window, during which additional components can be purchased with the same discount.
https://simplisafe-zhyyi.stonly.com/kb/guide/en/ss2-to-ss3-upgrade-process-GbW0m3eiyC/Steps/4191074
How long is the warranty period for devices under different monitoring plans?
Core, Pro, and Pro Plus plans offer a lifetime warranty.
Standard and Camera-Only plans have a three-year warranty.
Basic App Control (no monitoring plan) comes with a one-year warranty.
Under what circumstances should an agent transfer a call to AST (formerly AHD), and who is permitted to make this transfer?
When to Transfer:
After Tech 1, 2, or 3 agents have exhausted all troubleshooting and need further investigation or a replacement for:
Outdoor Cameras
Base Station (excluding SS2 upgrade-related cases)
Keypad
Smart Locks
Who Can Transfer: Frontline agents
What steps should be followed to help a customer set up Smart Alerts through the SimpliSafe mobile app, and what are the three types of alerts they can enable?
To set up Smart Alerts via the SimpliSafe mobile app, follow these steps:
Verify the customer has a Core Monitoring Plan or Camera Recording Plan active.
Confirm a successful Test Signal has been received in the Event Log.
Confirm the customer is using a smartphone (iPhone or Android).
Ask the customer to install and open the SimpliSafe app and log in.
Tap the ☰ menu icon, then tap Alerts.
Tap Edit next to Push Notifications.
Choose one or more of the following alert types:
Alarm – alerts when the system alarm is triggered
Activity – alerts when the system is armed/disarmed or for Secret Alerts
Error – alerts for power outages or sensor issues
Tap [save alert] to save changes.
If they prefer Text or Email Alerts, the agent can help set those up from the Manage Account page in SupportHub. A verification code will be required via text or email.
What does a solid yellow light on a SimpliSafe Smoke Detector typically indicate, and how can a customer resolve this issue?
olid yellow light on a SimpliSafe Smoke Detector usually means the tamper switch is not fully pressed, indicating the detector is not properly installed on its mounting bracket. This can cause the battery to drain quickly.
To resolve this, the customer should:
Remove the Smoke Detector from the mounting bracket by twisting it counterclockwise.
Press the tamper switch down with their finger until the yellow light goes off.
Reattach the Smoke Detector to the mounting bracket by twisting it clockwise until it clicks securely into place, confirming the yellow light turns off.
Test the Smoke Detector by entering Test Mode on the Keypad and pressing the Test button for 3 seconds.
Check SupportHub’s Timeline for a successful test event.
Refresh the Base Station settings in SupportHub to clear the tamper switch error.
What happens if an SS2 component needed for replacement is out of stock?
For monitored customers (Standard, Core, Pro, Pro Plus): They receive a free 1:1 item match SS3 upgrade, plus 50% off additional components.
For unmonitored customers (Basic App or Cameras Only):
In warranty: Free 1:1 SS3 upgrade, 50% off additional components.
Out of warranty: 50% off 1:1 SS3 upgrade, 50% off additional components.
https://simplisafe-zhyyi.stonly.com/kb/guide/en/ss2-to-ss3-upgrade-process-GbW0m3eiyC/Steps/4191074
What happens if a product is permanently out of stock but still under warranty?
If the product is permanently out of stock and still under warranty, the customer will receive a free upgrade to the Gen 3 system, regardless of whether they have an Original System (SS2) or Gen 3 System (SS3).
What team handles non-camera/non-SmartLock product issues that match the Issue Tracker and require escalation, and what language should be used when speaking to the customer about this team?
Team: iLab
Transfer When: Issue involves a product other than Outdoor Camera, Base Station, Wireless Indoor Camera, or SmartLock, and matches iLab Issue Tracker instructions.
Language Tip: Do not promise a call from an engineer. Instead, refer to them as a "specialist" or "product expert".
What are Alarm Texts, and how can a customer respond to them during a burglary alarm event?
Alarm Texts are SMS notifications sent to Core, Pro, Pro Plus, and Standard Monitoring subscribers to alert them during an alarm event. For burglary alarms (triggered by Entry, Motion, or Glassbreak Sensors), customers can:
Cancel dispatch by replying “C” or “cancel” within two minutes
Request dispatch by replying “H”
After two minutes, they must call 855-693-4911 to cancel
If emergency services are already dispatched, cancellation may no longer be possible
Customers also receive text alerts for fire, CO, Panic Button, and environmental alarms, but cannot cancel dispatch via text for these types. Duress alarms do not trigger text alerts.
What could cause a SimpliSafe Smoke Detector to trigger false alarms, and how can the customer troubleshoot it?
False alarms from a SimpliSafe Smoke Detector can be caused by:
Actual non-emergency smoke or fire conditions, such as:
Cooking smoke, steam from bathrooms, or poor ventilation near kitchens.
Insect infestations inside the detector.
Proximity to fluorescent lights causing electrical interference.
Damp or humid areas like bathrooms.
Dusty or dirty environments.
Locations near vents, air conditioners, or drafts.
Dead air spaces like peaks of ceilings or corners.
Dust buildup inside the sensing chamber that mimics smoke particles.
Troubleshooting steps:
Ensure the Smoke Detector is installed at least 20 feet away from kitchens, garages, bathrooms, and heaters.
Relocate the sensor if it’s near fluorescent lights or drafty areas.
Inspect the detector’s location for dust accumulation or poor air circulation.
Clean the detector monthly by removing the battery and gently vacuuming dust off the sensing chamber with a soft brush attachment.
Avoid using water or cleaning chemicals.
After cleaning, test the detector to confirm proper battery function.
By following these steps, customers can reduce or eliminate false alarms caused by environmental factors or dust buildup.
What offer should be made to unmonitored customers who don’t need a replacement?
Customers without a monitoring plan (Basic App Control or Cameras Only) should be offered 50% off all components when they upgrade to an SS3 system using code SIMPLI50SAFE. The 60-day return window applies, and they may also buy additional components at 50% off during that time.
https://simplisafe-zhyyi.stonly.com/kb/guide/en/ss2-to-ss3-upgrade-process-GbW0m3eiyC/Steps/4191074
What are the replacement options for non-subscribers who are out of warranty?
Non-subscribers (Camera-Only or Basic App users) out of warranty can purchase replacement devices at a 30% discount off the original or Gen 3 replacement components, or they can upgrade to the Gen 3 system at a 50% discount.