Dementia Tracker FAQs
Who is the Dementia Tracker suitable for?
The Dementia Tracker is designed for people living with dementia, Alzheimer’s disease or cognitive decline who want to remain active and independent.
It can be especially helpful for people in the early to mid stages of dementia, when someone may still enjoy going out but can occasionally become disoriented or lose their sense of direction.
The tracker may be suitable for:
- People living with early-stage dementia or Alzheimer’s who still go out independently.
- Those experiencing mild to moderate cognitive decline who may sometimes forget routes or familiar places.
- Individuals in the mid stages of dementia who benefit from gentle support when out and about.
- Families who would like reassurance and visibility of a loved one’s location.
With GPS tracking and safe zone alerts, the Dementia Tracker helps people stay independent for longer, while offering reassurance for those who care about them.
Can I also make alarm calls from the Dementia Tracker?
Yes. The Dementia Tracker includes a built-in help button that allows the wearer to raise an alarm call if they need assistance.
When the button is pressed, the tracker connects to our 24-hour Emergency Resolution Team, who can speak with the wearer through the device and arrange help if needed. This provides reassurance that support is always available, whether at home or out and about.
I have a pacemaker. Can I still use the Dementia Tracker?
The Dementia Tracker Watch manufacturer recommends that if you have a pacemaker, you should wear the watch on your right wrist and maintain a minimum distance of 15cm (6 inches) between the watch and your pacemaker at all times. You can find out more here. If you have any concerns, we recommend consulting a healthcare professional..
How do GPS safe zones work?
GPS safe zones allow you to set a familiar area where the wearer usually spends their time, such as around their home or neighbourhood.
If the GPS Dementia Tracker detects that the wearer has moved outside this area, an alert can be sent to a nominated family member or carer by SMS, automated voice message or to the app. This helps loved ones check in and provide support if needed, while still allowing the wearer to enjoy their independence and everyday routines.
What happens if my loved one leaves a safe zone?
If the Dementia Tracker detects that the wearer has moved outside a safe zone, an alert can be sent to nominated family members through the Friends and Family app, or by SMS or automated voice message.
This allows loved ones to check in and provide support if needed.
Can I see my loved one’s location with the Dementia Tracker?
Yes. Using the Friends and Family app, authorised family members can view the Dementia Tracker’s location on a map.
This helps families check that their loved one is safe if they are out and about, while still allowing them to enjoy their independence.
Does the Dementia Tracker work outside the home?
Yes. The Dementia Tracker works both at home and when out-and-about.
Using GPS location technology and a built-in SIM card, the tracker can connect to our Emergency Resolution Team wherever there is mobile signal.
What happens if the battery runs low?
The Friends and Family app shows the current battery level of the Dementia Tracker.
Family members can check the charge and remind the wearer to recharge the device if needed.
Is the Dementia Tracker comfortable to wear?
Yes. The Dementia Tracker is designed to be lightweight and comfortable to wear throughout the day.
It looks like a simple watch, making it easy to wear both at home and when out and about.
Does the wearer need a smartphone to use the Dementia Tracker?
No. The wearer does not need a smartphone.
Family members can use the Friends and Family app to view the location and receive alerts, but the wearer only needs to press the help button if they need help.
Do I own the Dementia Tracker ?
Yes. You own the Dementia Tracker itself. If it is lost or damaged, you would need to order a replacement to continue using the monitoring service.
The subscription covers the 24-hour alarm monitoring service.
How do I set up the Dementia Tracker?
Setting up the Dementia Tracker is simple. An easy-to-follow user guide is included with your order.
Before using the for the first time, fully charge it. The tracker takes about 90 minutes to charge.
When placed on charge the watch will power up automatically.
To test the Dementia Tracker press and hold the button for several seconds until you hear a tone and see the red SOS button on the screen. One of our Emergency Resolution Team operators will answer and confirm that everything is working correctly.
How do I cancel an alarm call?
Press the button on the front of the Dementia Tracker within the first few seconds to cancel an alarm.
How do I use the Friends and Family app?
The Friends and Family app is free to use.
With the app, family members can:
- Call and send messages to the tracker and receive voice notes
- View the Dementia Tracker's GPS location
- Check the battery level
- Set reminders and appointments that are shown on the tracker
- See the daily step count
Once your tracker has been dispatched, you will receive an email with instructions on how to download and set up the app from the Apple and Android app stores.
How do I navigate through the device menu?
Press the button on the front of the Dementia Tracker briefly to activate the screen if it is blank.
You can then move through the menu by pressing the button repeatedly.
What is the locator beacon for?
The locator beacon helps our team pinpoint the tracker's location when an alarm call is made at home.
It plugs into a power socket and should be left switched on.
Can I make phone calls from the Dementia Tracker ?
No. The device can only be used to contact our Emergency Resolution Team by pressing the SOS button.
What happens if I lose or damage the Dementia Tracker?
If the device is lost or damaged, you will need to order a replacement to continue using the monitored alarm service.
How often does the Dementia Tracker need charging?
The battery lasts up to three days with typical use.
The Dementia Tracker can be fully charged in about 90 minutes.
Do I need to pay for the SIM card costs?
No. There are no Pay As You Go charges.
Your subscription includes a multi-network SIM, which is already fitted in the Dementia Tracker.
Does the Dementia Tracker include a charging cable and plug?
Yes. The tracker comes with a charging cradle and cable with magnetic contacts, making it easy to connect.
Do I need to pay VAT?
Most customers do not need to pay VAT on their orders.
If you, or the person who you are purchasing the alarm service for, have a condition that requires regular medication such as arthritis, diabetes, high blood pressure, dementia or Alzheimer's. Or are registered disabled, you may qualify for VAT exemption.
See our VAT exemption guide for more information.
What if I change my mind after ordering?
You have the right to cancel within 30 days of purchase.
There are no complicated requirements or hidden charges.
How much does delivery cost?
Delivery is included at no extra cost.
Is the Dementia Tracker water-resistant?
Yes, it is IP67 water-resistant.
However, it should not be exposed to salt water, chlorinated water, hot soapy water or hot steam. We do not recommend wearing the watch in the bath or shower. Water damage such as this is not covered by the warranty.
Does the Dementia Tracker work anywhere or are there mobile blackspots?
The device has a built-in SIM card that automatically connects to the best mobile network.
The network reception is shown on the top left-hand corner of the display. The signal bars indicate the reception strength - the more bars, the better the reception.
If the X symbol is displayed, there is no reception and an emergency call cannot be made. Restart the GPS tracker device and if the problem persists contact our Customer Services team.
The multi-network SIM provides the highest level of mobile coverage, subject to atmospheric conditions, radio interference, buildings, or other forms of interference that can block the device's connection to GPS satellites, by accessing available mobile networks to find the strongest signal. However occasionally due to the proximity of masts or the building itself there may be blackspots. This is true of all mobile devices.