Frequently asked questions
How secure and reliable is your network?
Our central stations have multi-location redundancy to ensure that single points of failure cannot interrupt communication between personnel and client.
They are also surge-suppressed, power managed, and possess industrial grade generators to guarantee no interruptions in service or issues with connectivity.
Our networks are designed and implemented to stay operational irrespective of environmental irregularities, including fire, flood, ice storms, major power outages, and hurricanes.
What happens if I lose power?
If your device is charged, you are OK. If you lose power for extended periods, however, then your device is at risk of dying and losing communication.
Are the trained operators located in Canada?
100% fully Canadian.
What languages do you offer your support in?
All of Life Guardian’s client care specialists officially speak English, French and Mandarin. But we have proven workarounds in place to assist anyone irrespective of cultural background or language barrier.
Can I change who gets messaged in the event of emergency?
Absolutely. Simply call in and one of our friendly client care specialists will do it live for you right over the phone.
Can I purchase this for my family or friend?
Yes, in rare circumstances, buying the unit is more advantageous than leasing it. Please contact us to discuss your special circumstances.
Do I have a warranty?
Yes. You will get a two-year manufacturer’s warranty.
How do I make payments?
We charge your credit card on file, either annually or semi-annually. And you will always get a notification when we charge your credit card via email.
How does the 2 way communication work?
Simply hold your SOS button for two seconds. A loud, crystal-clear voice will then come live over the device to ensure that you are OK.
How does the fall detection work?
Life Guardian’s fall detection systems use “accelerometers,” a type of low-power radio wave technology that can monitor the movements of our clients. We use three different types of axis accelerometers.
The fall alert technology can measure sudden falls by detecting abrupt changes in body movements. The technology can further evaluate body position, physical activity, and the smoothness of their acceleration of movements. If our device’s algorithms determine that these variables are within the “danger zone,” it will automatically alert a Life Guardian representative.
How long does the battery last? I’m worried the battery will die without me knowing.
Though we recommend charging your device nightly, the battery may last up to 72 hours uncharged. If the battery drops below 10% however, the unit will tell you that the battery is running very low and notify your loved of the same issue.
How quickly does the device arrive after ordering?
Sometimes next business day, but usually within three business days.
Is the device compatible with my pacemaker?
If you are medically compromised, please contact your healthcare professional to confirm that our technologies are compatible with your health situation.
Is there a contract?
We offer contract and contract-free options. Our contract-free option is our most popular.
What do my loved ones do if they receive an alert?
If loved ones are unable to reach the pendant user directly to confirm their status, simply call our toll-free number and cite the account number. We will confirm for you in seconds the nature of the alert.
What if I need to cancel mid-contract?
If you sign a contract to enjoy the lower rates for committing, you will unfortunately owe for whatever is remaining on your contract if you or your loved one passes away mid-term.
What if I want to return the device?
Upon termination, simply mail the device back along with all accessories and we will terminate your account as soon as we are in receipt of your items. If you have a contract free package, we will even refund any unused monies back to your credit card on file.
What is the difference between the Essentials and the Premium plan?
The Essentials Plan for our elderly alert system includes our worry-free, reliable medical alert pendant and 24/7/365 monitoring. With this you get advanced fall detection technology, immediate 2-way voice communications, and GPS wandering alerts.
The Premium Plan medical alert system for seniors includes everything in the Essentials Plan plus the all-in-one touch-screen hub, which allows for additional add-ons for your home for even more security and safety.
What should I do if an alert is accidentally triggered?
You may double-press the SOS button on your medical alert pendant rapidly. This will immediately cancel the call.
Alternatively, you may wait until your Life Guardian assistant comes live over the device. Simply tell them that you pressed the button accidentlly.
Where can I learn more about the pendant?
You can learn more about our state-of-the-art pendant here: lifeguardian.com/medical-pendant.com