Ring App missing menu option 'Security Devices'

Trying to add a door sensor to my existing setup.
I can’t add the door sensor because the menu option ‘Security Devices’ is missing from the App.

Hi @Th30! When signed into the Ring app and visiting the Menu, there should be an option to Setup a Device and an option for Security Devices. As you mention not seeing this at all, try removing and reinstalling the Ring app on your mobile device. Alternatively, you can also visit your Alarm devices page in the Ring app, in which there will be a Setup a Device button in the Alarm devices list, that will bring you to the same page to select “Security Devices” for setup. I hope this helps! :slight_smile:

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.

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

Did not help! None of those options fixed anything. Still cannot add door sensor

Sorry to hear about this, @FC2SW! Please ensure there is not a vpn enabled on your mobile device. If this concern persists, please give our support team a call at one of the numbers available here. We’re taking additional steps to protect our team and help reduce the spread of COVID-19, so this has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 here to see how to contact support.

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!

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.

Hi @Tom_Ring - Thanks for your response :slight_smile:

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.

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!

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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Hey @54594513c488c0d78f497f1d9da0e1. I think we share organization techniques :joy:. Glad you got this all sorted out! Here is some information on Shared Users in case you need to share access to one of the devices!

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

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.