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Personal alarm<br>warranty included
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FAQs Product - Oysta

What does my Out-and-About Mobile Alarm order include?

You will receive the Oysta Pearl II, charging unit and power cable. A lanyard is provided so you can wear the Pearl around your neck or attach it to a belt using the clip on the back of the Pearl. Also included is a quick reference user guide that shows you how to use the Pearl.

A 12 month warranty and 30-day money back guarantee is included with your Oysta Pearl II.

I have a pacemaker. Can I wear the Out-and-About Mobile Alarm around my neck?

If you have a pacemaker you cannot wear the Out-and-About Mobile Alarm around your neck. Instead, attach the Pearl to your belt. The Pearl must be kept at a minimum distance of 25cm from your pacemaker at all times. If you have any questions or concerns, we're happy to help. Call 0800 085 7371, Monday to Friday 8am - 6pm, to speak to an advisor.

Does the Out-and-About Mobile Alarm work anywhere?

It will work anywhere in the UK where there is a 3G or 4G cellular network to communicate. A GPS satellite network must be available for the Oysta Pearl II to determine its location. GPS technology can be affected by certain atmospheric conditions, radio interference, buildings, or other forms of interference that can block Pearl’s connection to GPS satellites. Your location information may not be available if the GPS satellites are unavailable, or the GPS signal is blocked. The Pearl will not work outside of the UK.

How do I make an alarm call?

To call the Emergency Resolution team, hold down the blue SOS button for three seconds until you see “Support call in progress” appear on the screen - this means the call is being made. The button is easy to press and reduces accidental calls from the Pearl being knocked.

What size is the Out-and-About Mobile Alarm?

The Pearl is 84mm/3.3 inches long, 45mm/1.77 inches wide, 17mm/0.66 inches deep and weighs 65g/0.02 ounces.

How do I add friends and family to the Out-and-About Mobile Alarm's phone book?

Oysta will call you on the day of delivery to talk you through the device and setup any contacts, reminders or safety zones that you require. There is no complicated website to use or fiddly buttons to press on the Pearl. If you want to change your contacts or reminders, simply call the phone number provided in the user guide. That's it! 

How do I set up notification reminders?

Oysta will call you on the day of delivery to setup your reminders that you require. Your reminders are easy to change by calling the phone number provided in the user guide. The friendly support team will change the reminders for you. 

Can I make unlimited calls from the Out-and-About Mobile Alarm?

Yes, within the limits of the fair use policy. You can have two contacts saved to the Out-and-About Mobile Alarm. These are whitelisted so only they can call your Pearl to prevent spam and nuisance calls. Call charges will apply when calling the Pearl. You can call your two contacts directly from your Pearl.

Does the Out-and-About Mobile Alarm track my location at all times?

GPS coordinates are sent every 10 minutes and the Emergency Resolution team can request the immediate location. This means we can accurately direct help to you in an emergency.

Does the Out-and-About Mobile Alarm detect all falls?

The Out-and-About Mobile Alarm is set to low sensitivity to minimise false alarms from every day movement and use. The Pearl uses an algorithm to recognise the difference between ‘hard’ falls and other movements so like many similar devices on the market, it cannot guarantee to detect all falls because it is dependent on where it is worn and 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. While every effort is made to detect a significant fall from standing, there are circumstances where the Pearl may not automatically activate. If you are able to press the button on your Pearl then you should do so.

When is the non-movement alert triggered?

If the Out-and-About Mobile Alarm does not move for 7 days, a non-movement alert is sent to the Emergency Resolution team. We will then contact you to check the Pearl is working correctly and that you are happy with it.

How long does the Out-and-About Mobile Alarm battery last?

The battery will last for approximately 50 hours, depending on use and settings, before it needs to be recharged. A voice message will alert you when the battery is at 20% capacity. The Pearl will fully charge in 1 - 2 hours.

How do I charge the Out-and-About Mobile Alarm?

Simply place the Pearl into the charging unit. A magnetic clip in the charging unit makes it easy to drop the Pearl in. An indicator on the charging unit shows when the Pearl is fully charged. The charging unit comes with a cable and mains plug.

Is the Out-and-About Mobile Alarm water resistant?

No, it is not water resistant so please remember to take it off if you go swimming, or in the shower or bath.

What do I need to start using the Out-and-About Mobile Alarm?

The Out-and-About Mobile Alarm is easy to setup and everything you need is included with your order. The Pearl has a 3G/4G roaming SIM pre-fitted. Oysta will call you on the day of delivery to talk you through the device and setup any contacts, reminders or safety zones that you require. 

To get help to you as quickly as possible, we recommend you have a keyholder within 30 minutes or a key safe. A keyholder is someone who has keys to your home and can come to your assistance if needed. This means there is always a way to get help to you, whenever you need it. We can supply a key safe when you order your personal alarm.

What's included with the subscription?

The subscription includes 24-hour monitoring by our Emergency Resolution team. We have three UK based Emergency Resolution Centres, so you can be confident that alarm calls will be answered any time of the day or night, 365 days of the year. You can make unlimited calls to your two contacts saved to the Out-and-About Mobile Alarm, within the limits of a fair usage policy, and unlimited alarm calls to the Emergency Resolution Centre.

Do I need to pay VAT?

94% of customers do not need to pay VAT on their orders. If you, or the person you are buying the Out-and-About Mobile Alarm for, have a condition that requires regular medication, are chronically sick or are registered disabled then you may be eligible for VAT exemption. If you are unsure, check you meet the VAT exempt requirements.

Do I own the Out-and-About Mobile Alarm?

Yes. The subscription is for the alarm monitoring service. If the Out-and-About Mobile Alarm 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?

You can set-up the Direct Debit when you order online. Either choose to pay the set-up cost and first subscription payment by debit/credit card and complete the Direct Debit instruction later. Or you can choose to include the set-up cost in your first Direct Debit payment. You’ll be asked to complete the Direct Debit instruction form once you have submitted your order online. Your confirmation email will also include a link to the Direct Debit form in case you, or the person paying the Direct Debit, are unable to complete the form immediately. If ordering by telephone then the Direct Debit instruction will be set up over the phone with you by one of our sales advisors.

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

No problem! Many of our customers order on behalf of family members who want to pay the subscription themselves. Simply pay by debit/credit card online for the set-up and first subscription payment. Your confirmation email will include a link to the Direct Debit instruction. The person who will be paying the subscription can use this link to complete the Direct Debit instruction or call our Customer Services team, 9am – 5pm Monday to Friday on 0800 085 7371.

How do I provide you with my emergency contacts?

Once you have submitted your order, you will receive an email with a link to an online account setup form. Please complete and submit this form so we know who to contact in an emergency. If you prefer, you can provide this information by calling Customer Services on 0800 023 4301, Monday – Friday, 9am – 5pm.

We’ll also ask for some other details so we can provide the best possible response, including medical details and your key safe code and location, if you have one.

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