FAQS Product - GPS Tracker

Who is the Dementia Tracker Watch 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 Watch 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 Watch?

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.

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 dementia tracker detects that the wearer has moved outside this area, an alert can be sent to a nominated family member or carer. This helps loved ones check in and provide support if needed, while still allowing the wearer to enjoy their independence and everyday routines.

Can I see my loved one’s location with the app?

Yes. Using the Friends and Family app, authorised family members can view the Dementia Tracker Watch’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 Watch work outside the home?

Yes. The GPS 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.

Do I own the Dementia Tracker Watch?

Yes. You own the device. 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.

What happens if the battery runs low?

The Friends and Family app shows the current battery level of the Dementia Tracker Watch.

Family members can check the charge and remind the wearer to recharge the device if needed. 

The tracker has up to three days of battery life on standard use and charges in 90 minutes

Is the Dementia Tracker Watch 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 and has a soft silicone strap, making it easy to wear both at home and when out and about.

Does the wearer need a smartphone to use the Dementia Tracker Watch?

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 SOS button if they need help.

How do I set up the Dementia Tracker Watch?

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.

Once charged, press the button on the front of the tracker to start the device.

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 watch and receive voice notes
• View the device's location
• Set reminders and appointments that are shown on the device
• See the daily step count, including first steps of the day, so you know when your loved ones is up and about
• Check the battery level

Once your Dementia Tracker Watch 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..

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.

What happens if I lose or damage the Dementia Tracker Watch?

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 Watch need charging?

The battery lasts up to three days with typical use.

The Dementia Tracker can be fully charged in about an hour. 

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 pre-fitted.

Does the Dementia Tracker Watch 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 they have been diagnosed with dementia or Alzheimer's.

If the person you are purchasing the alarm service for, have a condition that requires regular medication such as arthritis, diabetes, high blood pressure, or are registered disabled, you may also 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 Watch water-resistant?

Yes, it is IP67 water-resistant. It is designed to handle light rain and splashes, so you can wear it throughout the day.

However, it should not be exposed to salt water, chlorinated water, hot soapy water or hot steam. Water damage such as this is not covered by the warranty. We do not recommend wearing it in the bath or shower.

Does the Dementia Watch detect falls?

No, the Dementia Watch does not detect falls. If you would like a GPS alarm that detects falls, please consider the Personal Alarm Watch which includes a fall alarm.

Can the Dementia Tracker Watch be used by someone with a pacemaker?

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.

Does the Dementia Tracker Watch 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 pendant'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.

How do I set up the Direct Debit subscription?

When ordering online:

• Pay the set-up cost with a debit or credit card.
• Complete the Direct Debit form linked from the confirmation page and order confirmation email for the ongoing subscription.

If ordering by phone, our advisor will help you set it up. 

If someone else is paying the subscription, they can use the link in your email or call Customer Services.

What if I want to pay the set-up costs and someone else pay the subscription?

• You pay the set-up cost when you order.
• The person paying the ongoing subscription can complete the Direct Debit form or call Customer Services on freephone 0800 085 7371. Lines are open Monday - Friday, 9am - 5pm.

How do I provide you with my emergency contacts?

• Online: Use the account setup link in your order confirmation email.
• By post: Complete the form in your welcome pack.
• By phone: Call freephone 0800 023 4301, Monday – Friday, 9am – 5pm.