CLIENT SUPPORT CENTER

Welcome to Medical Guardian's Client Support Center! We know that it can sometimes be frustrating to wait on the phone while we're experiencing a high call volume, so we've designed this Support Center just for you.

Use the chat box below to speak with a live operator in our Client Services Department. They can help you try to troubleshoot a variety of problems, including installations, activations, and details regarding your subscriber agreement status.

And if, for whatever reason, we can't help you via chat, feel free to call in to speak with one of our Client Services Representatives at 1-800-313-1191.

Frequently Asked Device Questions

General Questions

How will an Emergency Response team get into my home?

Rescue personnel follow different procedures. In most cases, emergency personnel are authorized to break into your home to help you and cannot be responsible for any damages as a result of gaining entry.

What if I moved or my personal information has changed?

Please contact Customer Support any time there are any changes to your personal information, including changes to your address and phone number.

What happens if I push the button but I can’t speak?

If you are unable to speak or be heard, we will assume it is an emergency and dispatch help through the closest available public emergency responders and then notify your personal contacts listed on your profile.

If I accidentally set off the alarm, what do I do?

If you accidentally set off the alarm, let the alarm go through then simply inform the emergency operator that this is a "false alarm." The operator will disconnect and no further action will be taken.

What if I move to a different home or apartment?

We can transfer your service to your new location. Just give us a call one week before you move to determine if cellular coverage will be available at your new location.

What if I spend part of the year in another home?

We can transfer your service to your new location. Just give us a call one week before you go to determine if cellular coverage will be available at your other home.

Classic Guardian

I pressed the emergency button, but didn't hear an alarm. What's wrong?

It is possible that the Control Panel is still initializing. Make sure you hear the 'console ON' announcement prior to using the system and make sure the power LED is green.

The communication LED is steadily red. What should I do?

The telephone cable could be disconnected. Please make sure it is connected to the main telephone line socket of the house.

The Control Panel is ringing but the telephone at home doesn't. Why?

The telephone is not connected to the Control Panel. Make sure the telephone cable is connected to the PHONE socket in the Control Panel.

I accidently pressed the Pairing button. DId I damage the system?

No. A short press will not do anything. In case you pressed it lengthily, a window to pair a device is open (accompanied by a circular run of the blue LED). You can cancel it by pressing the RESET button.

Following system setup, the trouble LED is on or blinking (red). What can be the problem?

The battery may be missing or installed wrong, or the power adapter may be disconnected. Verify that the backup battery is installed properly and that the power adapter is connected to the Control Panel and inserted into a functional electric outlet.

The power LED is blinking (green). Is there a problem?

The Control Panel is running on backup battery. Make sure the power adapter is connected properly to the Control Panel and to the electricity socket.

I didn't receive any battery with the EP. Which battery is required and where can I buy it?

The EP has an internal built in battery and it is completely sealed for water and therefore the battery can't be replaced. It is designed to function for up to 7 years.

I accidently pressed the emergency button. Can I cancel the call?

Yes. Pressing the RESET button during the configured delay period will cancel the alarm.

Home Guardian

How do I call for help?

Press the pendant help button OR press the RED EMERGENCY button on your Base Station. Your help button will activate the Base Station. The Base Station will say "call in progress" several times, indicating that the signal from the help button has been received. The Base Station will send your unique information to the emergency response center. When this is done, your Base Station will announce "please stand by for operator." Then you will hear an operator asking if you are okay. If you are able to speak, please provide your status.

Why is the emergency operator having trouble understanding me?

The microphone in the Base Station is very sensitive, and will pick up surrounding noises from your television, radio, wind from ceiling fans, and the like. To increase the quality of the call, look for a quieter area for your Base Station.

Can I replace the neck pendant cord?

Yes, it will work with just about any chain or cord, so feel free to use any one of your personal chains or necklaces.

Does the Wrist Button strap contain any latex?

No, the strap Medical Guardian uses is silicon based with no latex content.

Can I replace the wrist button band?

Yes, you may replace the wrist button band with a standard watch band of your choice.

Why is my help button not activating my Base Station?

Be sure to press the help button once firmly in the center to activate your Base Station. A small red light below the pendant or wrist button will flash. If the Base Station does not respond, check to ensure that the help button is in range of the Base Station.

How far away from the Base Station will my help buttons work?

Your help buttons will work within a range of 600 feet from your Base Station. However, you will be completely sure of the distance that they cover around your house after you do a range test.

Can I speak into my help button?

No, you can communicate with the monitoring center through your Base Station. Your help buttons do not have a speaker or microphone.

What happens if I push my help button but cannot get to the Base Station?

If you push your help button, stay where you are. An emergency operator will communicate with you through your Base Station.

Can two people in the same household both use the system?

Yes, two people in the same household can use the system by sharing your help buttons. You just need to call us and let us know, so we can include the other subscriber's information on your personal profile.

Home Guardian with Fall Detection Pendant

How do I call for help?

Press your fall detection button firmly, and release immediately. An alarm will be sent to the monitoring center through your device. Once you communicate with an operator, if you are able to speak, please provide your status. If you fall and are not able to push your button, your fall will be automatically detected and an alarm will be sent to the emergency response center through your base station.

Is the fall detection pendant waterproof?

Yes, it can be worn in the shower.

Is the lanyard adjustable?

The lanyard is adjustable. This can be done by grasping the two black fittings on the lanyard and pulling to tighten. Loosening is done by grasping just below the fitting and the on the connector for the lanyard and giving a slight pull.

How long will the battery last?

The battery is designed to last 18 months. Approximately one month before the battery needs replacement, we will call you to make sure your battery is replaced. The visual indicator will also flash amber briefly every few minutes to indicate low battery. If this occurs, please contact our technical support department.

If I fall and stand up, will the button still call for help?

If the button detects regular movement it may cancel the alarm on its own.

Is the lanyard breakaway?

Yes, with a tug the lanyard will break away.

If I accidentally set off the fall detection alarm, what do I do?

If you accidentally set off the alarm, you can press and hold your button for five seconds or until it flashes green to cancel the alarm. If you are not able to do this just let the alarm go through and simply inform the emergency operator that this is a "false alarm." The operator will disconnect and no further action will be taken.

Can I replace the neck pendant cord?

Yes, it will work with just about any chain or cord, so feel free to use any one of your personal chains or necklaces. However the risk of choking may increase if you do not use the lanyard provided by Medical Guardian.

Mobile Guardian

How do I call for help?

Press firmly one of your help buttons or press and hold your Mobile Device's emergency button for two seconds to call for help. You will hear your Mobile Device beep and then you will hear an operator asking if you are okay. If you are able to speak, please provide your status.

Is the Mobile Device waterproof?

No, however, your help buttons (neck pendant and wrist button) are waterproof and can be taken with you in the shower.

How long will the battery last?

The battery is designed to last over 24 hours after it has been fully charged.

Do I need my Mobile Device when I leave my home?

Yes, always take your Mobile Device with you when leaving your home and wear your pendant or wrist button at all times at home and away so help is never out of reach.

I am going to travel. How should I prepare?

Your Mobile Device will work nationwide anywhere there is AT&T cellular coverage. We recommend you call Customer Service at least 2 to 3 days prior to leaving, so we can update our systems with your new location address, emergency contacts, and lock box location. This ensures that if we have to alert emergency responders, they will have all relevant information to assist you without delays.

Please remember to bring the following items: Neck Pendant and/or Wrist Button, Mobile Device, Car Charger (if you purchased this additional accessory), Power Cord, and Charger

How do I prepare my device for air travel?

Your Mobile Device will need to be turned OFF. Simply hold the on/off button for approximately two seconds until all the lights are turned OFF.

Can I replace the neck pendant cord?

Yes, it will work with just about any chain or cord, so feel free to use any one of your personal chains or necklaces.

Does the Wrist Button strap contain any latex?

No, the strap Medical Guardian uses is silicon based with no latex content.

Can I replace the wrist button band?

Yes, you may replace the wrist button band with a standard watch band of your choice.

Can I speak into my help button?

No, you can communicate with the monitoring center through your Mobile Device. Your help buttons do not have a speaker or microphone.

Premium Guardian

How do I prepare the device for use?

  • Plug the small round end of the Power Cord into the port on the back of the Charger. Plug the large end of the Power Cord into a standard wall outlet. Place your device into the Charger. Once you place your device into the charger, the activation sequence will automatically begin.
  • During first-time use, the device will provide the following audio message: "We are activating your personal mobile responder. We will notify you when activation is complete".
  • Activation should take 30-60 seconds.
  • After completion, the device will play: "Activation is now complete. We are resetting your personal mobile responder so it is ready for your use. One moment please." Allow up to a minute for the device to restart.
  • The device will provide a short audio message after restarting: "This personal mobile responder will notify your response team when it detects a fall. With one touch of the call button your response team will be available to assist you and will pinpoint your location so help can reach you."
  • Following the completion of activation, the device will provide the following audio message: "It's time to meet your response team. Press and hold the Call Button down to connect to your response team now." Press and hold the Call Button once for one second. This will initiate a call to your response team who will set up your device.
  • The device can remain in the Charger during your initial call to your call center. Listen for the audio prompt: "Calling your response team now. A response team member will answer shortly to customize your device and complete its set up."
  • When your call ends, the device will be completely set up.
  • Please allow 4 hours for your device to fully charge following initial set up. Following the charge period, your device will be ready for normal use.

Activation Troubleshooting

  • Confirm you have good cellular connectivity. Check the AT&T coverage map http://www.att.com/maps/wireless-coverage.html.
  • If the device will not power up when initially plugged into a wall outlet and placed in the charger, the battery may have drained while in transit. The device may take longer than normal when placed in the charger before powering on.

Fall Detection Troubleshooting

  • Confirm your provider has enabled your device with fall detection.
  • How were you wearing the device? If being worn on the lanyard, the device should be as close to the breast plate as possible, and ideally worn under clothing and not swinging freely. If wearing in other locations -- including jacket pocket, pants pocket, purse, etc. – fall detection will not work properly.
  • It takes 30-60 seconds before you will hear the audio that a fall was detected, so the action that set off fall detection happened 30-60 seconds before the audio "a fall is detected" was heard from the device.
  • If the device falls off the body during a fall, it will be unable to detect the movement of the user. In this scenario, it is highly likely the device will not trigger a fall event.

How does the fall detection work?

  • The device has four unique sensors within the device to capture a fall and report it. The fall detection identification is based on proprietary algorithms and class libraries establishing individual activity profiles and learning augmentation. The device takes advantage of both the shock algorithm as well as a horizontal change algorithm, making it a very robust and reliable solution. Data from over 190 different parameters, such as orientation change, impact intensity and impact speed, are measured.
  • Fall data is gathered from an array of sensors located on the device, including accelerometers, a magnetometer and gyroscope. Immediately after the sensors notice atypical activity, the device gathers data for up to 10 seconds and sends data over the cellular network to the cloud-based classifier for analysis.

How do the GPS location services work?

  • The device is equipped with a GPS (Global Positioning System) antenna and Location Based Services (LBS) technology that approximate user location, allowing emergency services to find the device user if they are not able to provide their location to the call center.
  • There are two instances when the device approximates a user’s location, also known as a fix.
    - Interval Fix is when the device establishes location at a default interval every ten minutes (interval period can be customized by the call center). The resulting information is stored on the device and is not viewable by the call center until the device is docked in the charger or the call center remotely pulls location data.
    - Active Call Fix is when the device establishes user location during an active call. An active call can be initiated in three ways: the user presses the call button, the call center initiates a call from the device, or a fall automatically triggers a call. The device attempts to acquire a GPS satellite fix every five seconds during an active call.
  • Location fixes (acquired by either GPS satellite or network) are a tool to help determine physical user location. Ultimately, it is a human decision to decide how much to trust a particular type of fix over another. It is always recommended that user location be verbally verified before sending emergency help or ending an emergency call.

Battery or Charging Troubleshooting

  • Confirm the device has a solid connection between the outlet and the charging supply, the charging supply and the charger, and the charger and the device. Unplug and re-plug to establish solid connection and re-charge the device to see if it resolves the issue.
  • Ensure the device is adequately charged.
  • If you have an issue, note what the battery status and cellular indicator lights were doing when the issue occurred and relay this information to the support center.

Audio Troubleshooting

  • The response team can adjust the audio volume on your specific device.
  • Is the audio issue a one-time incident or recurring?
  • Has your device been exposed to extreme heat (ex: left in the car, charged in direct sunlight, etc.)? This may affect the device’s audio functionality.
  • Consider that the wearer’s hearing aid may need adjustment.

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1818 Market Street, Suite 1200
Philadelphia, PA 19103

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