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Frequently Asked Questions

GPS Watch

The quickest way to order the GPS Watch is through our website.
You can also place your order over the telephone with one of our team by calling 01273 055049.

Once your order is placed, you will receive a welcome email with a link to our emergency contact form.


This form allows you to provide the user’s medical history and details of any medications they take, as well as emergency contact names and phone numbers. This information is essential for us to provide the best possible assistance during an alarm activation or emergency.

After receiving this information, your device will be pre-programmed in our warehouse and dispatched via next day delivery.

All of our devices are pre-configured in our warehouse using the details from your emergency contact form. This ensures that your device is ready to use straight out of the box upon arrival.


Simply charge the GPS Watch and press the SOS button to make a quick test call to the control room. This test call confirms that the device is fully activated, functioning correctly, and ensures the user is comfortable with raising an alarm if needed.

Your subscription can include an optional fall detection feature, enabling the GPS Watch to automatically detect falls. It uses advanced technology to distinguish between serious falls and everyday movements.

No. The GPS Watch is fully mobile and uses its own SIM card to work.

No. All of our prices are for unlimited use of the alarm with no additional or hidden charges.

Yes, it is fine to be used in the shower. We do not advise submerging the GPS Watch in water for long periods of time, for example in the bath or whilst swimming.

Yes it is perfectly safe to use even if you have a pacemaker.

Yes, the GPS Watch is fully mobile and works wherever you go, both inside and outside your house, as long as there is mobile network coverage.

Press and hold the button on the right side of your watch. Our multi-network SIM will automatically connect to the strongest available signal. The user can have a two-way conversation with the emergency control room directly through the watch, speaking into it with ease.

For users who are hard of hearing, the watch’s loud, crystal-clear speaker ensures clear communication. Moving the watch closer to the ear can further increase the volume if needed.

We recommend charging it daily for 3 hours to ensure the watch lasts over 24 hours with normal use.

The GPS Watch is lightweight and exceptionally user-friendly. The screen diameter is 35mm with an ultra bright screen so it is easy to read for older users. If you’re concerned about it being too large for someone with smaller wrists, the watch’s feather-light design (at just 58 grams) ensures it feels barely noticeable, offering all-day comfort.

GPS Pendant

The quickest way to order the GPS Pendant is through our website.
You can also place your order over the telephone with one of our team by calling 01273 055049.

Once your order is placed, you will receive a welcome email with a link to our emergency contact form.


This form allows you to provide the user’s medical history and details of any medications they take, as well as emergency contact names and phone numbers. This information is essential for us to provide the best possible assistance during an alarm activation or emergency.

After receiving this information, your device will be pre-programmed in our warehouse and dispatched via next day delivery.

All of our devices are pre-configured in our warehouse using the details from your emergency contact form. This ensures that your device is ready to use straight out of the box upon arrival.


Simply charge the GPS Pendant and press the SOS button to make a quick test call to the control room. This test call confirms that the device is fully activated, functioning correctly, and ensures the user is comfortable with raising an alarm if needed.

Your subscription can include an optional fall detection feature, enabling the GPS Pendant to automatically detect falls. It uses advanced technology to distinguish between serious falls and everyday movements.

No. The GPS Pendant is fully mobile and uses its own SIM card to work.

No. All of our prices are for unlimited use of the alarm with no additional or hidden charges.

Yes, it is fine to be used in the shower. We do not advise submerging the GPS Pendant in water for long periods of time, for example in the bath or whilst swimming.

For safety, if you have a pacemaker, it’s not advisable to wear the HelpAlert Pendant around your neck. Instead, you can use the pendant as a key fob or place it in a pocket or bag, ensuring it is at least 25cm away from your pacemaker at all times. Alternatively our GPS Watch is perfectly safe to use with a pacemaker. If you have any concerns, please don’t hesitate to contact us on 01273 055049.

Yes, the GPS Pendant is fully mobile and works wherever you go, both inside and outside your house, as long as there is mobile network coverage.

Press and hold the SOS button in the middle of your pendant. Our multi-network SIM will automatically connect to the strongest available signal. The user can have a two-way conversation with the emergency control room directly through the pendant, speaking into it with ease.

For users who are hard of hearing, the pendant’s loud, crystal-clear speaker ensures clear communication. Moving the pendant closer to the ear can further increase the volume if needed.

We recommend charging it daily for at least 3 hours to ensure the pendant lasts 2-3 days with normal use.

The GPS Pendant is lightweight and exceptionally user-friendly. It measures 65mm x 35mm. It weighs just 35 grams.

Home Lifeline

The quickest way to order the Home Lifeline is through our website.
You can also place your order over the telephone with one of our team by calling 01273 055049.

Once your order is placed, you will receive a welcome email with a link to our emergency contact form.

This form allows you to provide the user’s medical history and details of any medications they take, as well as emergency contact names and phone numbers. This information is essential for us to provide the best possible assistance during an alarm activation or emergency.

After receiving this information, your device will be pre-programmed in our warehouse and dispatched via next day delivery.

All of our devices are pre-configured in our warehouse using the details from your emergency contact form. This ensures that your device is ready to use straight out of the box upon arrival.


Simply plug in the Home Lifeline base-unit to the mains and press the SOS button on the wrist strap to make a quick test call to the control room. This test call confirms that the device is fully activated, functioning correctly, and ensures the user is comfortable with raising an alarm if needed.

Your subscription can include an optional fall detection feature, enabling the Home Lifeline to automatically detect falls. It uses advanced technology to distinguish between serious falls and everyday movements.

No. The Home Lifeline is fully mobile and uses its own SIM card to work.

No. All of our prices are for unlimited use of the alarm with no additional or hidden charges.

Yes, it is fine to be used in the shower. We do not advise submerging the wrist strap in water for long periods of time, for example in the bath or whilst swimming.

Yes the wrist strap is perfectly safe to use even if you have a pacemaker.

No, the Home Lifeline is fully digital and does not need a phone line or a broadband connection, it operates with a multi-network SIM and can be plugged in anywhere in the house where there is access to a plug socket.

The Home Lifeline base-unit stays in one position in the house, it is activated remotely from the wrist strap and will work up to 200 meters away. The user is only able to hear the control room operator from the main base-unit.

Our GPS Pendant and the GPS Watch are completely mobile and will work anywhere in the UK. The user communicates with the control room directly from the device, similar to a mobile phone.

Yes, the battery backup in the Home Lifeline base-unit will work for approximately 24 hours. This means that during a power cut you will still be able to make an alarm call and speak with the emergency control room.

Yes, if you would prefer to wear a pendant with the Home Lifeline, this can be changed at any time.

The Home Lifeline has a range of up to 200m.

Press and hold the SOS button on the wrist strap. The base unit will trigger an alarm and automatically connect to the control room. The user can have a two-way conversation with the emergency control room through the base unit.

An emergency call can also be made by pressing the base unit if the user is nearby.

The home lifeline is mains powered. The watch strap (or pendant if worn) doesn’t need to be charged.

The alarm button on the wrist strap is 36mm x 32mm. It weighs 10 grams.

The base unit is 90mm x 117mm.

Testing your Device

Testing your personal alarm is crucial because it’s specifically designed for emergency situations. Regular testing ensures the reliability of your device.

Through testing, you not only gain confidence in using the personal alarm system but also become familiar with the dedicated control room careteam who are ready to assist you in any emergency. Additionally, this process helps us identify any potential issues with your equipment, ensuring your safety.

When we communicate during these tests, we may also verify that your details and emergency contacts are current and up-to-date.

Taking the time to test your personal alarm system is a proactive step towards ensuring your safety and the effectiveness of the service.

Delivery

Once your order is paid for and we have received your emergency contact information, your device will be delivered using Royal Mail Tracked24 providing 24hr delivery and is tracked all the way to you.

Delivery is free for all orders.

You have a 30-day window to return your equipment at no cost, during which we will provide a full refund for your order. We kindly request that you arrange for the return of all the equipment to us with the original packaging via a tracked postal service. HelpAlert reserves the right to charge a postage fee of up to £10 for the return of any devices.

While we hope you’re satisfied with your order, if you decide to return it within 30 days, simply send it back to us, and we’ll refund the full cost. Please be aware that if the device is not returned, a fee will be charged depending on which device was purchased.

Billing & Subscriptions

Our setup fee covers everything needed to get your alarm system up and running, including initial programming and the ongoing management of your account for life.

This is a one-time charge, ensuring that all essential services are taken care of from the start. You won’t encounter any hidden costs or surprises later on, giving you peace of mind and consistent support.

Your subscription covers 24/7 monitoring by the UK-based control room. It also includes the lease of the equipment, with a lifetime guarantee on all devices. If anything goes wrong with the equipment, we’ll replace it at no extra cost to you.

We offer flexible payment options to suit your needs. You can pay by Credit or Debit Card, Direct Debit, BACS, or Cheque. Payments can be set up easily online or over the phone, whichever is more convenient for you.

A subscription is required with all our alarms. It ensures that you have access to the essential 24/7 monitoring service and a lifetime warranty, so any equipment issues are handled by HelpAlert at no additional charge.

To cancel your subscription, simply call us on 01273 055049 or email careteam@helpalert.co.uk. You’ll need to return the equipment to us at HelpAlert Ltd, Maritime House, Basin Road North, Brighton, BN41 1WR. We recommend using a tracked postal service to ensure safe delivery.

You can cancel your subscription at any time with 30 days’ notice. If you’re on an annual plan, we’ll issue a refund for any unused months. Just make sure the device is returned safely; if it’s lost in transit without tracking, the replacement cost will be your responsibility.

If you cancel an annual plan before the subscription year is over, we’ll refund you for the unused months. Keep in mind that delivery charges and any discounts you received will be deducted from your refund.

You lease the equipment from us for as long as you need it. The lease ensures a lifetime guarantee on all of the equipment. This means that if there are ever any issues we will replace them free of charge.

Once you place your order, we’ll send you a welcome email with a link to our emergency contact form. This form allows you to provide important details like the user’s medical history, medications, and emergency contact information. This ensures we can offer the best possible assistance during an emergency. After we receive this information, we’ll program your device and dispatch it with next-day delivery.

If any of your details change, please let us know as soon as possible to avoid unnecessary calls to your contacts. You can update your information by calling 01273 055049 or emailing us at careteam@helpalert.co.uk.