Frequently Asked Questions

Product Questions

Click on the question below to get the answer to frequently asked questions.  If you don’t find the answers you are looking for here, please call us toll-free at 1-800-800-1710 and speak to one of our sales associates or send us your question.

• Does MobileHelp work outside the home?
• How does it work outside my home?
• How does it work inside my home?
• Do I need a dedicated home phone line to the system to work?
• What is the range of the Pendant/Wrist Help button?
• Is the Pendant/Wrist button water resistant?
• Will the base station work if I lose power at my home?
• Does the Base Station system use voice to voice (2-way) communication?
• Will help be sent if I am unable to communicate with, or hear, the operator?
• Is the system easy to install?
• What are the minimum system requirements?
• Can I use your system if I have a Digital Subscriber Line (DSL) service?
• Is the system compatible with ALL Voice Over IP (VoIP) phone systems?
• Can I find out if the MobleHelp Device will work in my area?

Service Questions

• Do you offer month-to-month service?
• Is the monitoring service the only cost?
• Do I have to sign a wireless service contract?
• Is system repair or replacement included?
• Do I need a dedicated home phone line to the system to work?
• Are credit card and EFT (check) payment options available?
• Do you provide FREE shipping?
• Do you offer next-day shipping?
• Do you offer a risk-free trial service?
• Is there a penalty for early cancellation?

Company/Monitoring Center Questions

• Where are you located?
• What are your hours of operation?
• What training are operators required to undergo?
• Are alarms handled by live operators?
• How do I specify my Emergency Contacts?

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Product Questions & Answers:

Does MobileHelp work outside the home?
Yes. MobileHelp is the first and only system that extends the features of an in-home system, nationwide, on the AT&T Cellular Network.

How does it work outside my home?
The MobileHelp Device combines GPS (Global Positioning Satellite) and cellular technology, enabling our monitoring center to be notified of your location and establish 2-way communication. When you leave the home you will take the mobile device and a pendant or wrist button if you wish. When you press the button, the mobile device will provide 2-way voice contact with the same emergency monitoring center that you use at home. It goes with you anywhere. Click here for more information on how it works.

How does it work inside my home?
Pressing your Pendant Help button will initiate a call to our monitoring center using your base station and home phone line. You will hear the operator on the base station speaker and will be able to talk with them. If you are in a remote room of the house and the operator doesn’t hear you on the base station, they will call the mobile device to speak with you. This Duo system extends 2-way voice to any room in your house. Click here for more information on the Duo System.

Do I need a dedicated home phone line to the system to work?
No. MobileHelp’s Solo system does not require a home phone line and includes all the cutting edge GPS and location-based services found in our standard system.  Click here for more information on the Solo System.

What is the range of the Pendant/Wrist Help button?
It is designed to work from anywhere inside your home. It has an approximate range of 600 feet, depending on the size and construction of your home. When you use your pendant or wrist button with the mobile device, you have unlimited coverage anywhere in the U.S. where there is ATT cellular service.

Is the Pendant/Wrist button water resistant?
Yes. It is designed to be worn at all times including in the shower and bath. It is not designed to be submerged or exposed to water for a prolonged period of time.

Will the base station work if I lose power at my home?
Yes. In the event of a power outage, the base station will continue to work for approximately 30 hours.

Does the Base Station system use voice to voice (2-way) communication?
Yes. The base station has a built-in speaker and microphone enabling you to establish 2-way (voice-to-voice) communication with our operators.

Will help be sent if I am unable to communicate with, or hear, the operator?
Yes. If you are unable to communicate with our monitoring center after pressing the button, help will be dispatched.

Is the system easy to install?
Yes. It is as simple as plugging in the device's phone and power cords. If you have any questions regarding the installation, then live help is quickly and conveniently available at 1-877-827-6207.

What are the minimum system requirements?
A home telephone line and power outlet are required to install a base station. For customers with no landline telephone service, the Solo system requires only a power outlet for the mobile device charger.

Can I use your system if I have a Digital Subscriber Line (DSL) service?
Yes. However, you must install a DSL filter between the telephone base and the telephone wall jack. The DSL filter will prevent noise and caller ID problems caused by DSL interference. If you need additional information, please contact your DSL service provider.

Is the system compatible with ALL Voice over IP (VoIP) phone systems?
No. Your VoIP service may not be compatible with our base station. If not, the Solo system may be the better choice for you. Please contact our Customer Support team at 1-877-827-6207 for further assistance.

Can I find out if the MobleHelp Device will work in my area?
Yes. To learn more about coverage in your area, click here to use the AT&T Coverage Viewer.

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Service Questions & Answers:

Do you offer month-to-month service?
Yes, a monthly service plan is available. We also offer convenient quarterly and annual payment plan options for additional savings. There are NO CONTRACTS required for any of MobileHelp’s payment plans.

Is the monitoring service the only cost?
Yes. You are not required to purchase any equipment. MobileHelp provides all system equipment required for use with your monitoring plan. MobileHelp retains ownership of the system equipment. If you decide for any reason to cancel, you simply return the equipment and upon receipt at MobileHelp your service will be canceled.

Do I have to sign a wireless service contract?
No. There are no contracts and mobile service on the AT&T cellular network is included in with your monitoring plan.

Is system repair or replacement included?
Yes. If any equipment is deemed unusable and provided that reasonable care for the system has been employed, it will be repaired or replaced at no cost to you.

Do I need a dedicated home phone line for the system to work?
MobileHelp's Solo system does NOT require a home phone line and includes all the cutting edge GPS and location-based services found in our Duo system.

Are credit card and EFT (check) payment options available?
Yes. We accept American Express, MasterCard, VISA, and Discover as well as payment by EFT (Electronic Funds Transfer.)

Do you provide FREE shipping?
Yes. We provide ground (3-5 day) shipping at no charge. Orders received before 2 PM EST on weekdays are shipped the same day.

Do you offer next-day shipping?
Optional next-day shipping is available for an additional fee. Orders received before 2 PM EST on weekdays are shipped the same day.

Do you offer a risk-free trial service?
Yes. Your satisfaction is important to us, so we give you the opportunity to try our service with a 30-day risk-free trial. If you are not completely satisfied with our services, and you return all system equipment within the first 30 days of your agreement, you will be given a full refund, excluding any express shipping costs.  This is part of MobileHelp's guarantee.

Is there a penalty for early cancellation?
No. If for any reason the service is no longer needed, simply return all system equipment. A prorated refund will be issued for unused service that may have been prepaid. To cancel service, simply return all equipment and accessories to us by mailing the system to us at your expense. Service will be cancelled effective the day the system is received at our location. This is part of MobileHelp's guarantee.

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Company/Monitoring Center Questions:

Where are you located?
Our Corporate office is located in Boca Raton, Florida.

What are your hours of operation?
Our monitoring center is available 24 hours a day, year round. For your convenience, our Customer Support team is available from 8 am to 8 pm EST on weekdays.

What training are operators required to undergo?
All operators are required to undergo three months of training and are required to attain Alarm Company Employee (ACE) certification.

Are alarms handled by live operators?
Yes. All alarms are handled by live, trained professionals to ensure your safety and well-being.

How do I specify my Emergency Contacts?
Our Customer Support team will contact you by phone to obtain a list of your local responders. A local responder is someone in close proximity to your home and who can provide assistance to you in the event of an emergency, such as a neighbor or family member. To assist you further, we can notify someone who may not be in close proximity, such as an out-of-state family member, so that they are kept in the loop in the event of an emergency. You are not required to have a local responder.  Informing someone close by is your choice and a complimentary service offered by MobileHelp. Not all emergencies require an ambulance, and you  may choose to give us the name of someone close by you wish to have called in order to lend you assistance in a non-critical situation.