Responses (4)

• K

  kweilbacher

  I'm having the same issue, where the "Security Devices" option does not appear on my Ring app. I tried it on my Android phone first. And then I installed the app on my iPad, with the same result.

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  18-12-2020 01:36:49

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• F

  FC2SW

  Same issue this ridculous. I have tried this this on 2 separate phones and it is the same on both

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  27-03-2021 09:10:52

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• 5

  54594513c488c0d78f497f1d9da0e1

  Can you please help with this? I've been sent a new keypad and I cannot install it. Every set of instructions says to click on the "Security Devices" section which DOES NOT EXIST. I've gone into every menu and submenu and cannot find "keypad" anywhere. Further, your instructions told me to remove my existing keypad from my devices (which oddly enough worked just fine), so now I cannot view any of my devices. Please fix it!

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  04-02-2022 02:52:10

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  T

  Tom_Ring

  Hi @54594513c488c0d78f497f1d9da0e1. When setting up a Keypad, you can tap the Setup a Device button, then tap Security and then tap Keypad. Here are some screenshots of how this looks.  If this is not what you are seeing in the Ring app, first ensure that your Ring app is up to date. If you still do not see this, please share a screenshot or screen recording of what you do see, so we can get to the bottom of this.

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  07-02-2022 05:20:22

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  54594513c488c0d78f497f1d9da0e1

  Hi @Tom_Ring - Thanks for your response :) I did double-check that I'm on the latest app version, and I am. My list on the second screen only contains the top two options shown in your screenshot, "Alarm Pro with eero router" and "Ring Alarm". I believe when I removed my old keypad, my base station was also removed. Maybe this is why the other options aren't visible for me? I've tried setting up my base station again (via the Ring alarm" option), and it won't reconnect to my account, as it's "previously registered to someone else's an account" (mine...). Not real sure what to do at this point. Thanks.

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  07-02-2022 11:12:23

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  Tom_Ring

  Hi @54594513c488c0d78f497f1d9da0e1. This is absolutely why you are not seeing the Keypad. You must have a Ring Alarm Base Station setup to see other Alarm Devices. Are you sure that you are logged in with the same email that the Base Station was originally setup under? If you are logged in as a Shared User, or you are on a different Location, you might not be able to see it. If you are unsure, jot down the MAC ID of your Base Station and contact our Ring Alarm Support team. They'll be able to identify what is going on. Let me know how this goes for you!

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  07-02-2022 11:17:37

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  54594513c488c0d78f497f1d9da0e1

  I was logged in under my wife's account (which is apparently the owner of our doorbell), and my account is the owner of the base station. We're real organized over here. Found everything I was looking for once I changed to the correct account. Thanks for your help and patience!

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  07-02-2022 11:45:31

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  Tom_Ring

  Hey @54594513c488c0d78f497f1d9da0e1. I think we share organization techniques :joy:. Glad you got this all sorted out! [Here](https://support.ring.com/hc/en-us/articles/115005235186-Controlling-Ring-Devices-With-Users-and-Roles) is some information on Shared Users in case you need to share access to one of the devices!

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  08-02-2022 05:25:56

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  UncleVen

  looking to only add Zwave fire/Co2 sensors- do I literally only need the base station to make this happen? Like this user I do not currently see "alarms" as an option under add a device. Do I need to add the station and upgrade from protect plus plan? thanks

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  10-02-2022 04:50:40

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  Tom_Ring

  Hi @UncleVen. The Z-Wave Smoke/CO Alarm must connect to the Ring Alarm Base Station, which serves as a Z-Wave hub. Without the Base Station, there is nowhere to connect a Z-Wave device to. If you would like this to be professionally monitored, you will need to upgrade your Ring Protect Plan subscription.

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  11-02-2022 04:45:05