1. How do I activate my system?

Activation will depend upon the system you use:

At-Home Landline System

1. Locate your phone cord that extends from the wall jack to your phone. Unplug the end that is currently in your phone and plug it into the unit’s adaptor in the port labeled wall jack.

2. Using the provided phone cord, connect your existing phone to the unit’s adaptor in the port labeled phone.

3. Plug the power cube into an electrical outlet not controlled by a light switch.

4. Turn the unit on its side and locate the ON/OFF switch, which is found in the hole under the phone cords. The ON/OFF lever has a white dot on the end. Slide the switch to the ON position.

At-Home No Landline System

1. Use the provided phone cord to connect the unit’s wall jack port to the active phone jack on your wall.

2. Plug the power cube into an electrical outlet not controlled by a light switch.

3. Turn the unit on its side and locate the ON/OFF switch, which is found in the hole under the phone cords. The ON/OFF lever has a white dot on the end. Slide the switch to the ON position.

On-the-Go Systems

1. Securely insert the small end of the power cube into the back of the smart cradle. Plug the large end into an electrical outlet not controlled by a light switch. The power light on the charging cradle will illuminate green.

2. Place your MobileElite in the indicated direction in the smart cradle. The power light and signal indicator light will flash and your device will announce, “Your device is now charging.” Please note: If the battery strength is too low, the device may not emit voice prompts when initially placed in the cradle. The device may need to be charged for up to 30 minutes before the voice prompts are heard.

3. When the signal indicator light illuminates steady green, your device is registered on the cellular network.

4. Wait until your device announces, “Welcome to Medical Alert. It’s time to test your system. Please ask the operator to confirm your home address and that your system is working properly. Press and hold your emergency call button for 3 seconds now.”

2. How does my system work?

At-Home Systems

In the event of an actual emergency, simply press your neck or wrist button or the base unit’s Emergency Help button. When a button is pressed the unit will announce “Calling For Help.” The unit will then say “Call Connected” and a live operator will talk to you through the unit’s speaker and ask if you need help. In the event that you cannot communicate with the response center emergency operator, help will be dispatched to you.

On-the-Go Systems

Push the help button. There will be a brief silence, then your device will announce “dialing the emergency response center now”. You will then hear a ring before the operator comes on to speak to you over the speaker.

3. How do I add or remove or add someone to my emergency contacts?

You can update your contacts at any time. Simply call a customer care representative at 1-800-906-0872, and he or she will be happy to help you add or remove a contact.

4. I can’t find my account or there is incorrect information. What do I do?

Don’t worry, we’ve got you covered! Just call a customer care representative at 1-800-906-0872, and he or she will get the issue resolved.

5. How does location tracking work?

At the bottom of the “Current Locations” section, you will see a green “Refresh Location” button. You will notice that when you push this button, the location information that is returned is from the past 30 minutes, as opposed to real time data. This helps preserve the battery life of your Medical Alert system.

However, rest assured that if a user has pushed his/her help button, pressing the “Refresh Location” will always return the user’s current location information until the emergency signal has been cleared from the account

6. How do I contact customer service?

You can reach a customer care representative by phone: 1-800-906-0872, or by email: CustomerResolutions@medicalalert.com

7. How do I cancel my service?

We’re sorry to hear that you want to cancel your Medical Alert service. If there’s something we can do to help make your experience better, please call us at 1-800-906-0872.

If you’re sure you want to cancel, please email CustomerResolutions@medicalalert.com with your request. You will receive a cancellation confirmation email.

Once you receive confirmation of your cancellation, please return your equipment to 816 Park Way, Broomall, PA 19008. Once we have received your equipment, we will complete your cancellation.

8. I have a billing question. Who should I reach out to?

Our Customer Care Representatives can help you out with this. Simply give one a call at 1-800-906-0872.

9. How do I update my payment method?

Our Customer Care Representatives can help you out with this. Simply give one a call at 1-800-906-0872.

10. How do I suspend my account?

Our Customer Care Representatives can help you out with this. Simply give one a call at 1-800-906-0872.