A Smart Lock is shared with people through PINs and app Users. The PIN Pad lets you create PINs for household members and guests, and SimpliSafe's Duress PIN sends a silent emergency alert when entered. Give guests temporary PINs and delete them when they leave, rather than sharing the Master PIN, and change PINs when a resident moves out. SimpliSafe's additional user access article explains that app Users, up to 25 per location, can arm and disarm remotely,
The checks in more detail
view the timeline and manage device settings, including lock and unlock from the app, with no plan needed for the Users themselves. To add an app user, choose My System, System Access, Add User, enter name and email and send the invitation, which expires after seven days. The door's keys still work independently. If someone cannot use the PIN Pad, check the PIN, the PIN Pad's batteries and the lock's connection to the Base Station.
If a PIN stops working after a reset, recreate it. Review who has access regularly. Remember a Duress PIN entered in Test Mode is treated as an emergency. Keep a list of PINs and who holds them and review it twice a year. A new user who sees nothing may be signed in with a different email. Change any PIN a former resident knew. A cleaner who comes weekly can have a PIN that you delete when the arrangement ends, and the timeline shows when it was used.
The PIN Pad is best for people who come and go without a phone, and app Users are best for people who need to arm the system too, so choose the method that fits how each person actually uses the door. Write down which PIN belongs to whom in a private place, since a list you cannot find is worse than none when you need to remove one.
Differential
Likely causes of “SimpliSafe Smart Lock Series 2 shared users or family members cannot control it”, and how to tell them apart
- 1
An expired invitation
What separates it The person cannot join because the invitation to the app has expired
How to confirm Resend the invitation from System Access in the app, and ask them to accept it promptly
- 2
A weak PIN Pad battery
What separates it A PIN is not accepted because the batteries in the PIN Pad are weak
How to confirm Replace the two CR2450 cells in the PIN Pad, then try the PIN again
- 3
A reset lock
What separates it The PINs have disappeared because the lock was reset to its default settings
How to confirm Recreate the PINs for the household and guests once the lock is added back to the system
- 4
A departed resident
What separates it A person who left the household can still get in because their PIN was not deleted
How to confirm Delete their PIN at once, so that it cannot be used to unlock the door any more
- 5
Duress PIN in Test Mode
What separates it A false emergency is sent because the Duress PIN was used while testing
How to confirm Do not use the Duress PIN in Test Mode, and keep it for a real emergency only
Before you touch a setting
Record this first — changing settings destroys the evidence
- The PIN that was used and who it belongs to
- The condition of the PIN Pad batteries
- Who currently has access through the app
Try in this order
0 of 7 completedCreate guest PINs
ReversibleCreate temporary PINs for guests, so that they can get in without you sharing your own.
Keep the Master PIN private
ReversibleKeep the Master PIN private, and never share it with people who only need to unlock the door.
Add app Users by invitation
ReversibleAdd app users by invitation, and remember that up to 25 users can be added to one system.
Delete PINs when done
ReversibleDelete PINs when they are no longer needed, ideally on the same day that a guest leaves.
Check the PIN Pad battery
ReversibleCheck the PIN Pad battery if PINs fail, since a weak battery makes the keypad unreliable.
Recreate PINs after a reset
ReversibleRecreate the PINs after a reset, because the lock goes back to its defaults and forgets them.
Contact SimpliSafe
ReversibleContact SimpliSafe if it still fails, and tell them who is affected and what happens.
Model-specific
What is true of this model and not of its siblings
- PINs
- Master, guest and Duress.
- Users
- Can lock and unlock from the app.
Stop boundary
When this stops being a self-service repair
- !If access fails, contact SimpliSafe support and give them the person's name and what happens
- !If a PIN has been compromised, change it at once and tell the people who use it
- !If a Duress PIN was entered by mistake, contact support
Evidence ledger
Sources behind this answer
Users and invitations.
Settings.
Lock and PIN Pad batteries.
Test Mode.
The company and its products.
Exact questions
Common questions
Can I give guests PINs?+
Yes, you can create temporary PINs for guests, and delete them when the visit is over.
How many Users can I add?+
You can add up to 25 users to the system, and each of them signs in with their own account.
Do PINs survive a reset?+
No, PINs do not survive a reset, so you need to create them again afterwards.
What if a PIN stops working?+
Check the PIN Pad battery first, since a weak battery is a common reason a PIN stops working.
Should I delete old PINs?+
Yes, delete old PINs regularly, particularly when someone leaves the household or a guest goes.