Frequently Asked Questions

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Medical Alert Base Station FAQ's + Set Up

MobileHelp Duo System Setup

MobileHelp Classic System Set Up

MobileHelp Duo System Testing - How To

MobileHelp Help Button Tutorial

MobileHelp Smart Watch Unboxing + Set Up

MobileHelp Medical Alert Battery FAQ's

MobileHelp Fall Pendant FAQ's

MobileHelp Lockbox FAQ's

Equipment and Accessories

How long is battery life?

After fully charging, the battery for the Mobile Device should last over 24 hours under normal use conditions. The battery on the Base Station will last over 30 hours. The battery on the Neck Pendant and Wrist Button will last over 5 years.

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.

Are the MobileHelp devices waterproof?

The Neck Pendant, Wrist Button and Fall Button™ are all waterproof. 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, Cellular Base Station and Wall Button are not waterproof.

What is the size of the Base Station and the Mobile Device?

The Cellular Base Station is about the size of an answering machine. The Mobile Device is about the size of a deck of cards and weighs 3 ounces.

How far away from the Base Station do the Neck 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.

How far away from the Mobile Device do the Neck Pendant and Wrist Button work?

The Neck Pendant and Wrist Button have an approximate range of 350 feet from the Mobile Device. As long as you are within approximately 350 feet of the Mobile Device, you can call for help using your pendant or Wrist Button. But, we always recommend you carry the Mobile Device with you so you can speak directly to the Emergency Response team in the event of an emergency.

Does the Wrist Button strap contain any latex?

No. The MobileHelp Wrist Button is silicon based with no latex content.

Can I replace the Wrist Button band?

Yes, you may replace the Wrist Button band with a standard watch band of your choice.

Can I replace the Neck Pendant cord?

Yes, it will work with just about any chain or cord, so feel free to use any one of your personal chains or necklaces. However, the risk of choking may increase if you do not use the breakaway lanyard provided by MobileHelp.

Do you provide an emergency button for a wall or tabletop?

Yes, we provide a Wall Mount Button that allows a customer to call for emergency help by pressing it. The large button works with the Mobile Device and the Cellular Base Station. New Customers can order up 3 variations of “buttons” for a Duo or Solo, and up to 16 variations of “buttons” for a Classic. The customer can mount the Wall Button on a flat surface such as a wall or place it a on a tabletop. We do include mounting hardware and two-sided tape as well as 2 AAA batteries.

Installation and Testing

Can I install the Base Station myself?

Yes, the Base Station is cellular so no phone lines are required. You simply set the Base Station on a flat surface like a desk, counter or table and plug in the electric cord into an outlet that is not controlled by a light switch. It’s that simple!

Do I have to call Technical Support to test my system?

You do not have to call to test the system. Press and hold the Test button on Base Station until it illuminates green. The Base Station will instruct you to press the Emergency button or pendant. Press Neck Pendant OR Wrist Button. The Base Station will announce, “Test call sent to emergency response center” and, assuming you have a Mobile Device with your system, the Mobile Device will beep several times. If your test was successful, your Base Station will announce “thank you for testing your device." If you have a Mobile Device nearby, you should hear this message through both devices. If your test was not successful, the Base Station will announce “user auto-test failed, please contact “Technical Support”.

 


It is important to test your system once a month. Testing your system is quick and easy. If you have both a Mobile Device and a Cellular Base Station, after pressing the Base Station Test button, both devices will be in auto-test mode. Always have your Mobile Device nearby when testing your system. It is possible that the Mobile Device will go to a live operator. If the operator speaks to you, please advise them that you are testing your system. If you do not explain to the operator that you are okay and that you are testing, emergency help will be contacted.

What are your hours of operation?

Our Emergency 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 and 9am - 6pm EST on Saturday. And you can contact them at 1-877-827-6207.