FAQs Product - Mindme Watch Package v2

What does the set-up cost include?

• The set-up cost includes setting up your account and registering you as a customer.
• It also includes the purchase cost of the Personal Alarm Watch.

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 watch’s location
• Set reminders and appointments that are shown on the watch
• See the daily step count, including first steps of the day, so you know when loved ones are up and about
• Check the battery level

Once your 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.

How do I set up the Personal Alarm Watch?

• Setting up the Personal Alarm Watch is simple. An easy-to-follow user guide is included with your order.
• Before using the watch for the first time, fully charge it. The watch takes about 90 minutes to charge. When placed on the charger, the watch will power on automatically.
• To test the alarm, press and hold the button for several seconds until you hear a tone and see the red SOS button on the screen. Our Emergency Resolution Team will answer and confirm that everything is working correctly.

What is the locator beacon for?

The locator beacon helps our team pinpoint your location when an alarm call is made at home.

It plugs into a power socket and automatically powers on, please leave plugged in.

I have a pacemaker. Can I still use the Personal Alarm Watch?

The Personal Alarm 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 I make an emergency alarm call?

• To call the Emergency Resolution Team, press the SOS button on the front of the Personal Alarm Watch.
• The multi-network SIM automatically connects to the strongest mobile network available and calls the Emergency Resolution Team who will speak to you through the built-in speaker and microphone.

Does the Personal Alarm Watch work from any location?

• The Personal Alarm Watch has a built-in SIM card that automatically connects to the strongest mobile network.
• The network reception is shown on the top left-hand corner of the watch. 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 watch 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.

Are there any special requirements to use the Personal Alarm Watch?

• No, we’ll provide everything you need with your order.
• We recommend that you let us know of any emergency contacts we should call should you need assistance. This information is provided after you have placed your order.
• If you have a key safe, we recommend that you provide us with the location and key safe code. We will only share this information with the emergency services so that they can access your property quickly and conveniently if required.

How often does the Personal Alarm Watch battery need to be charged?

The battery lasts up to three days with typical use.

The watch can be fully charged in about 90 minutes. 

Is the Personal Alarm Watch 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 it in the bath or shower. Water damage such as this is not covered by the warranty.

Does the Personal Alarm Watch detect all falls?

• The watch uses an algorithm to recognise the difference between ‘hard’ falls and other movements.
• Like many similar devices on the market, it cannot guarantee to detect all falls because it is dependent on the amount of shock or impact from the fall. There are types of falls that are less likely to trigger the automatic fall detection such as: falling into an object that breaks your fall or falling from an object that is not average standing height.
• If further movements are detected after a fall, the Personal Alarm Watch will not trigger an alarm.

Our guide to how fall alarms work explains the types of falls that trigger an alarm call.

Do I own the Personal Alarm Watch?

Yes. The subscription is for the alarm monitoring service. If the Personal Alarm Watch is lost or damaged, you would need to order a replacement to continue benefiting from the 24-hour monitored alarm service.

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.

What is the best personal alarm watch for the elderly?

We offer several wrist-worn personal alarms. The Personal Alarm Watch looks like a modern smartwatch and offers an alternative look to traditional personal alarms. With a press of the SOS button, the wearer is quickly connected to Taking Care's award-winning Emergency Resolution Team, available around the clock.

The watch is equipped with GPS technology that updates the wearer's location in an emergency.

Beyond safety features, the watch includes a pedometer to track daily steps, and a heart rate monitor, promoting an active and healthy lifestyle among elderly users.