FAQ
General Questions
What are Medical Alert Systems?
Medical Alert Systems allow users to connect to emergency responders with the simple press of a button. For our Cellular In-Home and Basic Landline service, this can be done by pressing the button you wear or the base unit HELP button. For our Mobile Service, this is done by pressing the center button. Our monitoring center is there 24/7 to assist in any emergency.
Are Emergency Alert Systems only for medical emergencies?
No, Medical Alert Systems can be used in the event of any emergency. Panic buttons are becoming increasingly popular among working professionals and on school campuses.
Can’t I just use my phone?
Yes, but phones are not specifically designed to be used as Medical Alert Systems. HelpAlert Medical Alert Systems connect you directly with trained specialists. Your account information is linked to your button allowing our operators to relay all pertinent information to emergency responders. (Address, Medical Issues, Emergency Contacts, Lockbox/Hidden Key Locations).
How long do I have to wait to receive my HelpAlert system?
For services requested in New Jersey, we offer free same day or next day installation. We will ship any of our units USPS ground free of charge. Packages typically arrive 2-7 days Expedited shipping is available at a small fee.
Are there any contracts or additional monitoring fees?
There are no contracts or hidden fees. There are no fees for installation or the equipment. The monthly monitoring fee is the only fee you are responsible for. We offer lifetime price guarantee.
How do emergency responders get in if my door is locked?
We strongly advise our members to get a lockbox. A lockbox is a compartment that contains a key to your home. It is only accessible by emergency responders when your personal combination is provided by the monitoring center. Some of our members prefer to utilize a hidden key. This information is also stored in your secure account and only accessed in the event of an emergency. This information can be updated at any time. Please call 1-888-55-ALERT with any changes.
Service Questions
Who do I call if I have questions about my HelpAlert System?
For any technical support or general questions, our main office can be reached by calling 1-855-55-ALERT. Office hours are Monday-Friday 8am to 6pm EST. Our monitoring center is available 24/7.
Are the buttons waterproof?
Our buttons for the Cellular In-Home and Basic Landline Service as well as the Auto Fall Sensor buttons are waterproof up to 5 feet. Our mobile devices are only water resistant and we do not recommend that they be submerged in water.
Will my HelpAlert System work outside my home?
The emergency buttons for our Cellular In-Home and Basic Landline Services have a range of up to 500 feet from the base units. Our mobile devices will work anywhere in the USA there is cellular reception!
Will the Basic HelpAlert Service affect my telephone service?
Medical Alert Systems have no effect on your phone service or bill.
Will my family be notified in the event of any emergency?
From calling an emergency contact before any dispatch to immediate Panic 911 notification, your emergency plan is completely customizable. Our installation technician will review your options with you at your appointment. This can be updated anytime by calling 1-855-55-ALERT.
What happens if I accidentally press the emergency button?
There is no penalty for accidentally pressing your button. Simply wait for the operator to speak to you through your HelpAlert device and advise them it is a false alarm. They will need to confirm some basic information and that you are OK. Please be advised, with ANY press of the button the monitoring center will need a verbal response that everything is OK. Without one, they are required to dispatch help.
Will the device still work if my power goes out?
Our Cellular In-Home and Basic Landline Services are equipped with a backup battery that can last up to 48 hours. The battery will automatically recharge when the power is restored. Our Mobile GPS units will work if it has an adequate charge. These devices need to be charged every day and they do require power for charging.
Will my HelpAlert System work without a working phone line?
Our only service that requires a working phone line is the Basic Landline HelpAlert Service. It uses your phone service to dial the monitoring center. If your phone service is not working, there is no way for the unit to dial out. The machine has a safety feature that will chirp and alert you if the unit loses phone service or power.
How long does the battery last on my Wireless Emergency Button?
The standard buttons have battery life of up to 10 years and the Auto Fall Sensors can last up to 5 years. When the battery on your button does get low, we are notified by the monitoring center. We will contact you to advise that we are sending a replacement.
Is the fall detection available for all services?
Yes, fall detection can be added to any service.
Will the fall detection alert button detect 100% of falls?
No, certain falls will not be detected. It is always advised to press your button if you are able.
What if I press the button and the monitoring center can’t hear me?
The monitoring center is required to get a verbal response that the member is OK. An emergency response plan is custom to each member and is shown on the members account with the monitoring center. If the agent is unable to get a confirmation that the member is OK, emergency services will be dispatched.
How often should I test my button?
We strongly encourage our members to test their system at least once a month.
When I press my button, how long is it until the operator connects?
Calls are typically answered in 30-45 seconds. The Cellular In-Home and Mobile Services may take the full 90 seconds depending on the cellular service in the area.
Where is the monitoring center?
Our highly skilled monitoring center is located in Utah. Please advise anyone listed as an emergency contact that the call from the monitoring center will have an 801- area code.
Does the monitoring center speak languages other than English?
Yes! The language line at the monitoring center can translate 60+ languages. Your language preference is noted on the main account screen.
The Choice Is Clear
37.3 million falls that are severe enough to require medical attention occur each year. Prevention strategies should emphasize education, training, creating safer environments, prioritizing fall-related research and establishing effective policies to reduce risk. (World Health Organization 1/16/18)
1-855-55-ALERT
