Question 1

How does a Care-Recipient sign up?

Accepted Answer

A Care Recipient can register through the Member Portal by following these steps:

Visit: https://myseniorcarehub.com


	Click on the Login button
	Select Activate My Account
	Enter your IMEI number or PIN number
	Follow the prompts to complete activation
	Once completed, the account will be successfully activated.

Question 2

How does a Caregiver sign up?

Accepted Answer

A caregiver or family member can register through the Member Portal:

Visit: https://myseniorcarehub.com


	Click on the Sign-Up button
	Complete the registration process
	At least one caregiver must be registered so we know who to contact in case of an emergency.

Question 3

How many caregivers or family members can I add?

Accepted Answer

You can add 2 to 3 caregivers, depending on the plan you select.
If one caregiver is unavailable, another will be contacted automatically.

Question 4

How do I activate my device?

Accepted Answer

You can activate your device through the Member Portal.

Once you receive the device:


	Follow the instructions in the user manual
	Create an account on the Member Portal
	Install the mobile app (recommended for additional features)
	A Quick Start Guide is available inside the Member Portal.
	For assistance, contact support@myseniorcarehub.com.

Question 5

What is the difference between the smartwatch and the locket?

Accepted Answer

Both devices offer the same safety and emergency features.
The difference is only in design and comfort preference.

Question 6

Do both devices provide the same emergency features?

Accepted Answer

Yes. The smartwatch and locket function the same for SOS alerts, fall detection, and monitoring.

Question 7

Which device is easier for seniors to use?

Accepted Answer

Most seniors prefer the smartwatch because it is lightweight, familiar, and easy to wear.
The locket is available for those who prefer a pendant-style device.

Question 8

Do I need the mobile app to use live location tracking?

Accepted Answer

No. The emergency service works even without the mobile app.

However, using the app provides added peace of mind, including:


	Live location tracking
	Medication reminders
	Instant status updates
	Alert history access


The app features are included with your subscription.

Question 9

Do I need a smartphone to use the watch?

Accepted Answer

No. The SOS SafeLynk Smartwatch is a standalone device with built-in cellular connectivity.
It starts working as soon as it is powered on.

Question 10

Does the Smart Watch have automatic fall detection?

Accepted Answer

Yes. The SOS SafeLynk Smartwatch offers AI-enabled automatic fall detection as an optional add-on.
The system continuously improves accuracy to reduce false alarms.

Question 11

Can I cancel a fall alert if it happens accidentally?

Accepted Answer

Yes. If a fall is detected, the watch will ask:
“Fall Detected. Did you fall?”

If it was accidental, simply tap Cancel.

Question 12

What is battery life and charging time?

Accepted Answer

The SOS Smartwatch battery lasts approximately 36–40 hours, depending on usage, brightness settings, and signal strength.

Charging time is approximately 2–3 hours.
We recommend placing the watch on the charging cradle each night.

Question 13

What if seniors forget to charge the watch?

Accepted Answer

If the battery becomes low, the watch will announce:
“Low battery, charge me.”

Question 14

Does the smartwatch or smart locket have GPS tracking?

Accepted Answer

Yes. The SOS smartwatch and the locket are equipped with GPS.

When SOS is activated, the monitoring center immediately receives the device’s location data.

Question 15

Is live location tracking available to caregivers?

Accepted Answer

Yes. Through the caregiver mobile app, family members can view the wearer’s location anytime.

Question 16

Can I talk into the watch?

Accepted Answer

Yes. The watch includes a built-in speaker and microphone for two-way communication with a trained 24/7 dispatcher.

Question 17

What happens when the SOS button is pressed?

Accepted Answer

When SOS is pressed:


	An alert is sent to the monitoring station
	Caregivers receive notifications
	A trained dispatcher follows protocol
	If needed, EMS is dispatched to the GPS location
	Monitoring is available 24/7.

Question 18

Who responds to an emergency alert?

Accepted Answer

A professional monitoring team responds immediately and coordinates assistance.

Question 19

Does the service contact caregivers or 911 first?

Accepted Answer

When an alert is triggered, the Call Station agent first establishes two-way communication with the care recipient to assess the situation. Based on the conversation and the severity of the condition, the agent determines the appropriate response.


	
	Caregivers are notified via text message or phone call based on the user’s selected notification settings.
	
	
	If the situation appears to be an emergency, the agent will contact local EMS or 911 immediately.
	
	
	If there is no confirmation of the care recipient’s safety, emergency services may be dispatched as a precaution.
	


This process ensures that help is coordinated quickly while keeping caregivers informed.

Question 20

Is professional emergency dispatch included?

Accepted Answer

Yes. Professional dispatch services are included in eligible subscription plans.

Question 21

Which cellular network does the device use?

Accepted Answer

Currently, the device operates on the AT&T cellular network.

Support for Verizon is planned after Q1 2026.

Coverage availability may vary by location.

Question 22

Will the device work in areas with weak network coverage?

Accepted Answer

The device works best where cellular coverage is available.

If you have concerns, please contact support before purchasing.

Question 23

What happens if the device is lost or damaged?

Accepted Answer

You have the option to purchase an extended warranty for your watch or locket device, which provides coverage for up to five years.

If the device is lost or damaged and is not covered under warranty, a replacement device can be purchased for $109.

If you have additional questions, please contact our sales team. They will be happy to guide you through the warranty and replacement process.

Question 24

Is device replacement free or paid?

Accepted Answer

Replacement costs depend on warranty coverage and subscription status.
Our support team will guide you through available options.

Question 25

What features are available in the mobile app?

Accepted Answer

The app includes:


	SOS Alerts
	Daily Check-In
	Live Location Tracking
	Medication Monitoring
	Vital Monitoring
	Appointment Reminders
	Health Records

Question 26

Are app features free?

Accepted Answer

Yes. All mobile app features are included with an active subscription.

Question 27

Will the app drain phone battery?

Accepted Answer

No. The app is designed for low energy usage and typically consumes less than 15% battery per day.

Question 28

What is Daily Check-In and how does it work?

Accepted Answer

Daily Check-In reminds the user to confirm they are safe by tapping “I’m OK” in the app.

Caregivers can choose to receive alerts for missed check-ins or both successful and missed check-ins.

Question 29

What happens if a check-in is missed?

Accepted Answer

Silver Plan:
After 15 minutes, emergency contacts receive a text notification with last known GPS location.

Gold Plan (24/7 Dispatch):
After 10 minutes, a dispatcher calls the user.
If unanswered, emergency contacts are called.
If no one responds, a wellness check may be requested.

Question 30

Can I use the mobile app for parents living abroad?

Accepted Answer

Yes. The app works globally and adjusts notifications based on time zones.

Question 31

Which plan is recommended for parents living abroad?

Accepted Answer

The Mobile Silver Subscription Plan is recommended where local dispatch services may not be available.

Question 32

Is there a free trial available?

Accepted Answer

Yes. We offer a 1-month free trial.

Question 33

Do I have to sign a long-term contract?

Accepted Answer

No. There is no long-term contract.
Plans are available monthly, quarterly, or annually.

Question 34

Can I change my billing cycle date?

Accepted Answer

We allow a one-time manual billing date change per subscription.

To request this, email support@myseniorcarehub.com with your account details and preferred billing date.

Question 35

How do I contact customer support?

Accepted Answer

Support Phone: 838-822-6543
Emergency Dispatch: 855-317-7867
Email: support@myseniorcarehub.com

Question 36

Will I receive support details after registration?

Accepted Answer

Yes. All support information is included in your welcome kit and user manual.

Question 37

Where is the company located?

Accepted Answer

We operate in Delaware, New Jersey, and California.

Question 38

Is device manufacturing handled by your company?

Accepted Answer

We manage software, services, and device integration internally, working with trusted manufacturing partners.

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