Frequently Asked 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?
- If I go for a walk outside, would there be a signal?
- How does it work inside my home?
- Do I need a cell phone?
- Do I need a dedicated home phone land line to use your medical alert system?
- How far away from the Base Station do the pendant and wrist button work?
- How far away from the Mobile Device do the pendant and wrist button work?
- Why do I need a pendant or wrist button when I can carry the mobile device around?
- Is the battery life of the buttons monitored?
- Is the Pendant/Wrist button water resistant?
- Does the Wrist Button strap contain any latex?
- 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?
- Does someone install the system for me?
- Does the base station or mobile device have any wires?
- 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 MobileHelp Device will work in my area?
- How do I choose the best system for me - DUO, Solo or Classic?
- What equipment do I receive with each system?
- What exactly does the mobile device do and do you carry it with you like a mobile phone?
- Does your system offer an online mapping service so family members know where the person is at any given time?
- 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?
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.
When you leave the home you bring the mobile device with you. Think of the mobile device as a miniature base station that uses battery, cellular and GPS technology. No matter where you are in the United States, assuming there is AT&T coverage in the area; you can send an alarm to the emergency operator.
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.
You do not need a cell phone. The mobile device utilizes cellular and GPS technology which is included in the price of our service.
No, a landline phone is not required. If you do have a home phone line we send you both the Base Station (which connects to your home phone line) and the Mobile Device which uses cellular and GPS technology. This is called our DUO system. If you do not have a home phone line, we send you the Mobile Device and cradle charger. We call this our SOLO system. Click here for more information on the Solo System.
How far away from the Base Station do the pendant and wrist button work?
They are designed to work from anywhere inside your home. they have an approximate range of 600 feet, depending on the size and construction of your home.
They have an approximate range of 250 feet from the Mobile Device. The Mobile Device has unlimited use with nationwide cellular coverage in all 50 U.S. states. As long as you are within approximately 250 feet of the Mobile Device, you can call for help using your pendant or wrist button.
You can press the Emergency button on your Mobile Device to call for help at home or away from home. But what if the mobile device is out of your reach?
- At home, when the Mobile Device is charging in the cradle charger and is out of reach, you can press the pendant or wrist button and it will activate the Mobile Device.
- If the Mobile Device is buried in a purse, pocket or falls out of reach upon a fall, you simply press the button you are wearing to activate the Mobile Device.
- The Mobile Device, similar to a cell phone, is not waterproof but the pendant is waterproof. So if you slip and fall in the shower, where many falls occur, you simply press the pendant and it will activate the Mobile Device.
- When sleeping, you can wear the wrist pendant to bed and activate the mobile device which may be on your night stand out of reach.
- Bottom line, the pendant or wrist button is offered so you can remotely activate the Mobile Device when it's out of reach.
The battery in the mobile device is monitored and if configured to do so will send an email reminder to you and or caregivers. The help buttons (neck pendant and wrist button) are not monitored and last approximately 4 - 5 years. We will swap out pendants around the 3 year mark unless someone asks for one sooner.
Is the Pendant/Wrist button waterproof?
Yes. They are designed to be worn at all times including in the shower and bath. They are not designed to be submerged or exposed to water for a prolonged period of time. The mobile device with the speaker and microphone is not waterproof but can be activated by the waterproof neck pendant and wrist button.
Does the Wrist Button strap contain any latex?
No. The strap MobileHelp uses is silicon based with no latex content.
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.
The system is setup by the person receiving the product. Our support staff can help walk someone through the setup if they have a question with the instructions.
The base station does have wires, an electric cord and a phone cord. Our cradle charger also has an electrical cord to charge the mobile device but it does not have a phone cord.
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.
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 Coverage Viewer.
If you are looking for a system that protects you at home and away from home and you have a home telephone line, our DUO System would be the best solution for you.
If you do not have a home telephone line, our Solo System is the solution for you. In addition to offering you in-home medical alert service it will also protect you away from home – no landline phone required.
If you are looking for a system that only protects you at home and you have a home telephone line, our CLASSIC System is the solution for you. If later you decide you would also like to be protected away from home, the Classic System can be easily upgraded to become a DUO System.
With all MobileHelp services plans there is no equipment to buy. We provide you with equipment to use that best suits your needs:
DUO System – Base Station (which connects to your home phone line); a Mobile Device (the device you take with you when away from home); cradle charger (used to charge your mobile device); a mobile device carrying case and two waterproof help buttons (your choice of neck pendant and/or wrist button) – the wrist button comes in your choice of color, black or white. Click here to see pictures of the equipment included in the DUO System.
Solo System – Mobile Device (the device you take with you when away from home); cradle charger (used to charge your mobile device); a mobile device carrying case and two waterproof help buttons (your choice of neck pendant and/or wrist button) – the wrist button comes in your choice of color, black or white. Click here to see pictures of the equipment included in the Solo System.
Classic System - Base Station (which connects to your home phone line) and two waterproof help buttons (your choice of neck pendant and/or wrist button) – the wrist button comes in your choice of color, black or white. Click here to see pictures of the equipment included in the Classic System.
The base is about the size of an answering machine. The mobile device is about the size of a deck of cards and weighs 3 ounces.
Always take the Mobile Device with you when you leave home. There is a convenient carry case provided for this purpose. You can call for help by pressing the Emergency button on the Mobile Device OR by pressing your pendant or wrist button. The pendant and wrist button will work up to 250 feet away from the Mobile Device. So if it is in a bag or nearby out of reach, you can still call for help. It is a good idea to keep the Mobile Device close enough to you so that you can hear the operator speak to you, and so that they can hear you.
Once a button is pressed, the Mobile Device will send a call to our emergency operator. The Mobile Device has a speaker and microphone so you can speak with the operator and tell them your situation. If you are unable to speak, they will assume you are in need of immediate attention and dispatch emergency help to your location. The emergency operator will then contact family or friends on the list you provided us, and inform them you have sent an alarm.
If you are testing your Mobile Device, it is very important to tell the operator you are testing. Otherwise, if you do not respond when they speak to you, they will dispatch emergency services to your location. The same applies if you accidently press your button. Always speak to the operator and tell them your situation, if you are able.
Yes, as a subscriber you can provide loved ones or caregivers access to "Caregiver Tools." They would be able to log into the portal and locate your device. Additionally, you have the ability to configure your settings that would email people you selected as “responders” in the event you pressed the help button, along with a map of where you were when you pressed the button.
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.
How much do the systems cost?
Pricing for our service (DUO & SOLO) that protects you at home and away is as follows:
- Annual Mobile Plan - $36.95 per month ($443.40 Total) + Free Activation!
- Quarterly Mobile Plan - $39.95 per month ($119.85 Total) + One-time Activation: $49.00
- Monthly Mobile Plan - $41.95 per month ($41.95 Total) + One-time Activation: $99.00
Pricing for our service (Classic) that protects you at home is as follows:
- Annual Classic Plan $19.95 per month ($239.40 Total) + Free Activation!
- Quarterly Classic Plan $24.95 per month ($74.85 Total) + One-time Activation: $22.00
- Monthly Classic Plan $29.95 per month + One-time Activation: $45.00
All our plans have “No contracts” and a “30 Day Risk Free Trial”, which mean if you were to select an annual plan and return the product before the year was over, you would receive a prorated refund and if you were to return the product within the 30 day trial period you would receive a 100% refund.
Why are SOLO and DUO systems the same price?
The price we charge is for the service, not the equipment. We send you the equipment you are able to utilize to provide you the best solution. If you have a home phone line and want protection in your home and away from your home, you would select the DUO product. If you do not have a home phone line and want protection in your home and away from your home, you would select the SOLO product.
Does the annual payment have to be paid up front, or can you pay that monthly?
The annual plan is paid up front. If you did not keep it for the full year, we would prorate the difference. If you returned in the first 30 days you would receive a full refund.
If you sign up for the yearly plan and something happens to the person who will have the device on them, (nursing home, death, etc), is the remainder of the year refundable?
Yes. All our plans have “No contracts” and a “30 Day Risk Free Trial.” If you return the product before the end of the year you will receive a prorated refund. If you return within the first 30 days you receive a 100% refund.
What is the savings I receive on an annual plan?
Compared to the monthly plan you save $99.00 on the activation fee, $5.00 each month which is $60.00 which is a total of about $159.00 in savings. If you are an AARP member you receive your 13th month free which is $36.95 for annual customers making your savings 195.95.
Compared to the quarterly plan you save $50.00 on the activation fee, $3.00 each month which is $36.00. If you are an AARP member you receive your 13th month free which is $36.95 for annual customers making your savings 195.95.
Is the monitoring service the only cost - is there an extra fee for the equipment?
The monitoring service is the only cost, 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.
Does this system only work for AT&T subscribers?
You don't have to subscriber to AT&T to utilize our service. The mobile device we provide uses AT&T’s cellular service and this is included in the price you pay for our plan. So this works for any subscribers as long as they live in an area that has AT&T cellular coverage.
Can your service be added to my AT&T plan?
While we utilize AT&T cellular network to deliver our service it's not part of AT&T's product offering. So we are unable to make this part of AT&T's bundled solutions.
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.
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.
Where is your monitoring center located?
We have partnered with Acadian Monitoring Services. They have offices in Lafayette, LA; Baton Rouge, LA and Chicago, IL. Please take a look at this “about” link to read their certifications. www.acadianmonitoringservices.com/about-ams
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.
I purchased this product for my Mom, who lives in Florida. I did a lot of research and when I found this option, which included the GPS feature, that was it, I purchased it immediately. - Kevin P., Marietta, GA