Frequently Asked Questions

At SimplySecure we strive to ensure your system is Simple to Order, Simple to Set Up, and Simple to Use. Our SmartHome systems can be ordered through our website as individual items for a truly 100% customizable experience or through our popular bundle packages which allow for additional cost savings, or a combination of both methods. All our systems are wireless so no need for expensive home wiring or retrofits. For systems that employ Security or Automation devices, the SmartHub, or brains of the system, is needed as a base component. For video or wellness products, the SmartHub is not required. Regardless of whether you order your smart devices individually or in bundles, our experienced technicians will pre-program your system exclusively for you prior to shipment. Our customers can then install their unique system themselves as a DIY install using our quick start guide or short video depending on preference, or opt for a virtual install over video chat with one of our technicians. Either way, the installation for most devices is very simple with no special tools needed. Your system will be up and protecting your home in a matter of minutes.

• SmartHub: This is the brains of the SimplySecure SmartHome security and automation systems and is equipped with a backup power supply. This base station can be located anywhere in your home and it wirelessly links all sensors and devices within your system.
• SmartPad: Unlike most other systems, our SmartPad is mobile and can be used to arm or disarm the system, view your camera video, and control all other aspects of your system.
• SimplySecure Mobile App: This app offers control of your SmartHome system remotely and a live video feed of any cameras in your system.
• SimplySecure Sensors: Your system may utilize several kinds of intrusion sensors. Motion sensors, entry sensors, or glass break sensors can be positioned in your home to provide the best coverage for your living space. Our motion sensors are designed with IR and pet-immune capabilities to avoid false alarms. However, if you have very large pets you may want to use glass break sensors along with the intrusion sensors to ensure the best coverage and protection.

Environmental Sensors
• Smoke/Heat Detector: Our SmartHeat detector uses photoelectric technology to detect smoke or fire in the home, and is tied directly into the monitoring company for quick fire response.
• Temperature and Water Sensors: Our SmartFlood sensors monitor temperature to avoid freezing pipes, as well as detect water leaks which can eliminate costly repair bills due to flood and water damage.

Video Cameras
• SmartCam: This motion-activated indoor camera can be viewed from the SmartPad or live from the app. It has two-way communication and night vision.
• Smart360: This indoor camera has all the features of the SmartCam but includes 360 degree views from the camera.
• SmartView: This motion-activated outdoor camera is weather-safe and has IF night vision.
• SmartBell: Our video doorbell camera has two-way voice and can be monitored remotely on a smartphone as well as from your SmartPad.

Automation Devices
• Our flexible SmartHome system can incorporate any type of Z-Wave smart device such as Keyless door locks, Thermostats, Lighting modules, Smartbulbs, and range extenders, and other major brand Z-Wave providers.

Only SimplySecure offers you the option to either rent or purchase your SmartHome system. Rental packages are perfect for those who rent their home, may have smaller homes, move frequently, or always want to ensure they have the latest technology. SimplySecure offers both to ensure you get to choose the option that is best for you. Please see our Rental page on our website for additional information.

As each of the founding partners of SimplySecure own pets, we understand the need and importance of protecting our furry family members in case of fire or other emergencies when we are not at home. While pets can help deter some intrusion and theft, they unfortunately can not automatically notify the fire department in case of fire or other life threatening emergencies. We designed our PetSecure system to protect our pets by providing IndoorNano intrusion detection to alert authorities if someone enters your home, our SmartGlass glass break sensor instead of a motion sensor in case you have large pets, our SmartHeat and SmartGas sensors to alert in case of fire or carbon monoxide leaks. Additional options include GPS Pet Tracker systems which can help locate lost pets as well as monitor their daily activities and health, Keyless Door Locks for pet sitters which notify you when they enter with a specific predetermined code, pet window stickers to notify emergency responders of how many and what type of pets are in your home, and other pet-friendly smart devices.

If you are purchasing an IP base system without upgrading to the Cellular 5G/LTE Upgrade package you will need internet service to connect. You will also need high speed internet Wi-fi to support camera use. It is suggested that if you live in a rural area or have a current plan with very slow or limited Wi-fi transmission rates or power outages that you upgrade to the 5G/LTE packages.

Z-wave is a wireless radio frequency technology which operates at 908.42 MHz (in the US & Canada) that lets smart devices talk to and connect with one another. Household products, like lights, door locks and thermostats are made “smart” when Z-Wave connectivity is added inside the product’s design, giving them the capability to communicate and perform the desired functions that you want.

Z-Wave operates wirelessly and securely. The devices can be easily accessed and controlled remotely on your smartphone, tablet or computer so you can control your smart home from anywhere in the world! The Z-Wave hub receives a command from you via your smartphone, tablet, or computer and routes the command to the destination device.

Your SimplySecure SmartHome system can be either self-monitored or professionally monitored. However if you choose to self monitor, you will have to call for help yourself and you will not qualify for the home insurance discounts of 5-20% given by most insurance companies. Most of our customers choose the professionally monitored system since the cost of professional monitoring is typically less than the insurance savings gained through having a professionally monitored system. Our customers can then enjoy peace of mind knowing that they are automatically protected for medical, fire, and intrusion related emergencies with 24/7 emergency response along with the additional benefit of saving money monthly.

Yes, our system integrates with many other popular third party SmartHome Z-wave based products.

The SmartHub is tamper proof, features military grade encryption, and has advanced battery backup. The SmartHub can be conveniently placed and hidden from sight unlike some systems which place it near the entry of your home.

SimplySecure makes ordering your new SmartHome system both simple and secure. You can either select one or more of our package bundles for Security, Automation, Video, Wellness, or popular combinations bundles by choosing “Products” and then “Bundles” through the top menu, or through the Bundles section on the homepage, or you can truly customize your system by ordering individually by selecting “Products” and then choosing “Build A System” on the top menu.

Not sure what you need? Choose “Take A Quiz” on our homepage to help choose the best system for you based on your needs and living arrangement. Either way SimplySecure ensures you get exactly the system you want through our simple ordering process.

Only SimplySecure offers you the option to either rent or purchase your SmartHome system. Rental packages are perfect for those who rent their home, may have smaller homes, move frequently, or always want to ensure they have the latest technology. SimplySecure offers both to ensure you get to choose the option that is best for you. Please see our Rental page on our website for additional information.

SimplySecure also offers the following services:
• Service and Maintenance Plan - Covers all service costs and support for your system.
• Device Protection Plan - Covers all device protection for your system that is not covered by warranty.
• Professional Monitoring - 24/7 monitoring of your home by trained professionals to ensure quick police/fire/medical response.
• 5G/LTE Plan - Ensures backup connectivity of your system if your internet ever goes down.
• Virtual Installation - Live phone/video support with a trained SimplySecure technician to walk you through your SmartHome system setup.

SimplySecure gives you both options and unlike other companies, do not have additional monthly charges for self-monitoring your system. However, professional monitoring gives you the additional benefits of always having trained professionals monitor your system 24/7, alerting police/fire/medical authorities and ensuring quick response to your location, live phone support to stay on the phone with you during an emergency until first responders arrive, and also provides you additional savings on your home insurance that typically meets or exceeds the cost of professional monitoring thereby saving you money each month. Please see our Professional Monitoring page on our website for more information.

We stand behind our products. Each device has a manufacturer’s warranty which covers equipment failure. If your device is outside of the manufacturer’s warranty or it was damaged by the homeowner, it can still be replaced by purchasing a new device and will arrive pre-programmed into your system. SimplySecure also offers our Device Protection Plan which will cover any non-working device on your system so you never have to worry about replacement costs outside of warranty.

If one of your devices fails or stops working for any reason, SimplySecure provides technical support for whatever your need. There are installation and troubleshooting guides and videos for each product on our website under Support that will walk you through most common issues. Or if you prefer, you can simply call us through the “Contact Us” page to work through any issues you may be having with one of our trained technicians at no cost to you. If the issue requires additional support or replacement, you can set up a service call with a SimplySecure technician if you are in one of our applicable service areas, or a replacement can be ordered through our website. SimplySecure also offers our Service and Maintenance Plan which will cover any service needs you may require so you never have to worry about any potential service costs with your SmartHome system.

Our systems can be outfitted with translator cards which permit the utilization of products from different providers. Please complete the short quiz before ordering your system which will identify if you have a current different provider. After your order is complete, one of our agents will contact you to discuss the use of the current provider’s systems components. SimplySecure will then credit your account for all system components that we utilize and incorporate into our SmartHome system.

If you are purchasing an IP base system without upgrading to the Cellular 5G/LTE Upgrade package you will need internet service to connect. You will also need high speed internet Wi-fi to support camera use. It is suggested that if you live in a rural area or have a current plan with very slow or limited Wi-fi transmission rates or power outages that you upgrade to the 5G/LTE packages.

After you order your system, a SimplySecure trained technician will verify your equipment order, setup and pre-configure all automation and monitoring devices to your SmartHub, and prepare your order for shipment. You can expect your system within 3-10 business days depending on your selection of standard or express shipping options. All shipments come completely pre-configured for a quick setup. However, if you feel more comfortable, we also have the option to purchase a Virtual Installation phone or video call with one of our SimplySecure technicians to walk you through the setup process.

Set up time varies depending on the amount of equipment purchased with smaller systems being able to be set up and fully operational within minutes. SimplySecure makes setup simple with our pre-configured systems and through the use of our Peel & Stick technology for most sensors.

Our systems are very easy to install since they arrive at your door pre-configured and utilize our Peel & Stick technology for most sensors. Simply follow the instructions provided or watch our online videos for a fast and easy install. However, for those who desire additional help with their installation, SimplySecure offers Virtual Installations where our trained technicians will guide you step by step through the setup process via video chat. For those who prefer a more personal approach, we do provide in-person technicians to completely install your system in applicable service areas.

Our Mobile App gives you the ability to monitor and control your SmartHome system no matter where you are. To download and access our Mobile App on your smartphone or other smart device, simply follow the instructions on our Mobile App Quick Start Guide which can be referenced through our customized support link. This guide gives a quick tutorial on how to download the app and utilize it to control your SmartHome system from anywhere in the world via the app on your mobile phone or device.

Our system integrates with many other popular third party SmartHome Z-wave based products.

Absolutely. SimplySecure is simple to move. Simply remove and reinstall your sensors in your new home with our easy Peel and Stick capabilities and power up your SmartHub system for immediate connection and detection in your new home.

Please update your account information online once you move into your new home.

Your system will still work if you choose the Cellular 5G/LTE upgrade option as the SimplySecure SmartHub has a battery backup and will stay connected. IP based systems are tied into your own Wi-fi and will operate when Wi-fi is available.

Permits are required by most cities depending on size, and are easy to obtain. Please visit your city’s website to determine if a permit is required in your area.

Our central monitoring station is committed to providing a timely response to all alarm signals. However, security alarm monitoring protocol dictates a short delay in notification due to false alarms. There may be instances where you are not home or not available to receive an alarm verification call from us. If we do not reach you in response to an alarm and you wish to report it as false, please give us a call to report. In addition, most city and county alarm bylaws require that there be at least two (2) modes of alarm before the central monitoring station calls in an effort to prevent false alarms. An example of this would be a motion sensor alarm and door sensor alarm being required before calling, although there are certain exceptions such as a video camera detailing an intrusion to the central monitoring station.

Visit our troubleshooting guide for your SmartHub and Z-Wave devices to resolve your issue.

Third party smart product issues that are purchased outside of SimplySecure can be resolved with the third party provider.

All SimplySecure SmartHome systems are pre-programmed for your customized system before shipment by our experienced technicians. In addition, our easy-to-use troubleshooting guides and videos will walk you through correcting any potential issues. However you can contact us and will be directed to one of our experienced technicians for any additional troubleshooting needs. Please see our Contact Us page on our website for further information or to enter a support request online.