Personal Alarm Watch FAQs
Do I own the Personal Alarm Watch?
Yes. Your subscription covers the 24-hour alarm monitoring service.
You own the Personal Alarm Watch itself. If it is lost or damaged, you would need to order a replacement to continue using the monitoring service.
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 charge the watch will power up automatically.
To test the alarm, press and hold the SOS braille embossed 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 watch 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 watch’s location
- Set reminders and appointments that are shown on the watch
- See the daily step count
- 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.
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.
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 navigate through the watch menu?
Press the button on the front of the watch 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 your location when an alarm call is made at home.
It plugs into a power socket and should be left powered on.
Can I make phone calls from the Personal Alarm Watch?
No. The watch can only be used to contact our Emergency Resolution Team by pressing the SOS braille embossed button.
What happens if I lose or damage the Personal Alarm Watch?
If your watch is lost or damaged, you will need to order a replacement to continue using the monitored alarm service.
How often does the Personal Alarm Watch need charging?
The battery lasts up to three days with typical use.
The watch 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 Personal Alarm Watch.
Does the Personal Alarm Watch include a charging cable and plug?
Yes. The watch 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, or high blood pressure, 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 Personal Alarm 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 the watch in the bath or shower.
Does the Personal Alarm Watch work anywhere or are there mobile blackspots?
The Personal Alarm Watch has a built-in SIM card that automatically connects to the strongest available 4G 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.