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Frequently Asked Questions

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My Account

You can make updates to your address, phone number, emergency contacts, lock box and more on your MyGuardian Portal. 

If you haven’t created an account yet, you can sign up for the MyGuardian portal at my.medicalguardian.com and hit “Create Account.” It will then ask you for the following information:

  • Account Number – This number can be found on your Service Agreement, Order Confirmation, or Invoice.
  • First Name – The first name as it appears on the Service Agreement. Please make sure that there are no extra spaces before or after your name.
  • Last Name- The last name as it appears on the Service Agreement. Please make sure that there are no extra spaces before or after your name.
  • Zip Code – This is the zip code of the subscriber’s physical address listed on the Service Agreement as well.

After hitting “NEXT”, it will ask you for your information. If you are in the Care Circle, you will need to enter your first name, last name, and email address. 

  1. The next screen will ask you to create a username and password. Keep in mind that you can make your email address your username as well. It will ask you to create and confirm a password as well. Then hit “NEXT”.
  2. It will then send you a confirmation email. You will need to go to your email address and click on the link to confirm the account. Note: You will not be able to access the account if you do not click on the link in the confirmation email. 
  3. If you wanted to make a quick update, you can reach out to us by using our Customer Care Contact Form available at https://www.medicalguardian.com/support/contact/. Please make sure to detail all of your changes in your submission. Once these changes are made, you’ll receive a confirmation email to ensure the requested information was updated. This will be updated by one of our Customer Care team within 24-48 hours. We encourage you to use the MyGuardian Portal to make immediate changes.
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Yes, feel free to log into your MyGuardian Portal to update your address in real time!

You can also reach out to us to request these changes by using our Customer Care Contact Form available at https://www.medicalguardian.com/support/contact/

Once these changes are made, you’ll receive a confirmation email to ensure the requested information was updated. This will be updated by one of our Customer Care team members within 24-48 hours. We encourage you to use the MyGuardian Portal to make immediate changes.

Standard Medicare does not cover the cost of a medical alert device. However, some Medicare Advantage plans (Medicare part C), may cover or reimburse you for the costs associated with a device. You would need to check with your specific Medicare Advantage provider to see if they would cover one of our devices. Medicaid may cover the cost of a medical alert device, depending on your plan and your state. Check with your Medicaid provider to see if they would cover one of our devices.

If you have another form of health insurance, you would need to contact the health insurance company to cover if the device is covered or if there is a reimbursement benefit available for medical alert devices.

You can always Live Chat us on the Support Center located at the bottom right-hand side of this page or use our Submission Form and make sure to detail all of your changes in the email. We will follow up with you via email if there are any additional questions and to notify you that the order for the new button has been placed. Please allow the Customer Care team 24-48 hours for a response. Additionally, you may call us at (800) 313-1101.

Customers can cancel their subscription at any time. To do this, please call -1800-313-1191 and select the “cancellation” option.

After cancelling equipment must be returned to us at the below address:

Medical Guardian
109 Rogers Road Suite 3 & 4
Wilmington, DE 19801

Some important things to know before cancelling:

  • There is a three-month (90-day) minimum commitment for service
  • Any unused portion of the prepaid monitoring beyond the minimum three months, minus a restocking fee of up to $50, will be returned to the Customer in the form of an electronic or check refund following cancellation.
  • If the System is not returned within thirty (30) days following the termination of the Services, the Customer authorizes the Company to collect a one-time payment of Three Hundred Fifty Dollars ($350.00) for the cost of System and its accessories using the default payment method on file.

You do not have to wait until we receive the signed Service Agreement back in order to activate your device, however, we ask that you send the signed Service Agreement back within 7 days of receiving the device in order to ensure Medical Guardian is able to provide the best service possible.

If you did not receive a Service Agreement for some reason, you can request a new one by using our Customer Care Contact Form available at https://www.medicalguardian.com/support/contact/.

Billing

You are able to view your billing information online on the MyGuardian portal if you are the billing contact for the account. The MyGuardian portal is a self-service portal where you can manage your account and billing information.

You can view invoices, make payments, change your payment method, and more. 

Visit the MyGuardian portal at my.medicalguardian.com!

You can make a payment online by logging onto your MyGuardian portal and going to the “My Billing” tab. NOTE: If you are not listed as a billing contact on the account, you will not be able to see this information.

Visit the MyGuardian portal at my.medicalguardian.com!

You can update your payment method and/or change your billing address by logging onto your MyGuardian portal and going to the “My Billing” tab. NOTE: If you are not listed as a billing contact on the account, you will not be able to see this information.

Visit the MyGuardian portal at my.medicalguardian.com!

Please allow up to 30 days to process your return and cancellation. If a refund is due, it will be issued within 30 days from the date that we received the device back in our warehouse. Once refunds are issued, please allow up to 3-5 business days for your financial institution to process it. If we are unable to refund the card on file, we will issue a refund check which will be sent to the billing address on file.

Policies

Medical Guardian offers the following shipping options*:

Overnight
Guaranteed next business day delivery if ordered by 2pm EST (non-holiday)

Second Day
Guaranteed second business day delivery if ordered by 2pm EST (non-holiday)


Ground
Guaranteed within 7 to 10 business days from the time of purchase
Unless otherwise requested or noted by way of promotion, items will be shipped via ground and may take as many as 7 to 10 business days from time of purchase.

*Shipment pending payment is processed successfully, and any orders placed on a Saturday/Sunday will not be processed until the following Monday. Holidays and inclement weather may delay delivery, and Medical Guardian is in no way responsible for any service interruptions by the carrier.

You may cancel your service by calling Medical Guardian at 800-313-1191 and selecting the cancellation option. If you have not purchased the equipment you must return all system equipment and accessories to Medical Guardian.

Service will be canceled effective the day the system is received by Medical Guardian. If you have purchased your equipment, service will be canceled effective upon receipt of a signed Cancellation Letter provided by Medical Guardian via either mail or email. Upon receipt of either the equipment or the executed Cancellation Letter a prorated refund will be issued for the unused service period that may have been prepaid. Restocking fees may apply. The processing of any refund may take up to 30 days upon receipt of your system or Cancellation Letter.

Promotional discounts will be forfeited if any changes are made to the initial order, including billing cycle changes, within twelve (12) months of date of sale.. Medical Guardian will have the right to charge the customer or offset any of these additional costs against any monies due to the customer.

* Offer valid for Annual subscriptions by new customers only.
** Available for select Medical Guardian subscription plans only. Ask your Life Safety Consultant for more information.
*** Not available for Freedom Guardian or Active Guardian.

Under the Medical Guardian Refer-a-Friend Program, all current and active subscribers who are in good and non-past due billing status of Medical Guardian (the “Advocate”) are invited to earn Referral Bonuses (the “Reward”) by inviting qualified Referees (as described below) to sign up for Medical Guardian products and services. The following Medical Guardian Refer-a-Friend Program Terms apply to the Advocate and Referees (together referred to as the “Participants”) participating in the Medical Guardian Refer-a-Friend Program.

Program Terms and Conditions
  1. Advocate must have and maintain a current and in good billing standing, active subscriber account of Medical Guardian throughout the Referral process to qualify,
  2. Referee must: (a) have first had the Advocate register their name, phone number, and email address at either https://www.medicalgaurdian.com/refer-a-friend or with an authorized Medical Guardian representative, (b) not be or have been an active or pending Medical Guardian customer before being referred, and (c) activate and maintain a new, post-paid, consumer account with Medical Guardian-branded service.
  3. The Reward will be determined based upon Medical Guardian’s current Refer-a-Friend offer at the time of the qualified Referee’s enrollment with Medical Guardian products or services.
  4. Refer-a-Friend Rewards are granted on a per-account basis. Please allow up to 8 weeks for Reward delivery.
  5. Medical Guardian may suspend, change, or cancel this program at any time, without notice, and for any reason. Medical Guardian reserves the right to suspend or terminate any customer’s participation in the Refer-A-Friend program for fraud, abuse, misuse, harassment, or other inappropriate or suspicious activity.

Limited time offer; subject to change. Refer-A-Friend Program. Card terms and conditions apply. Allow 8 weeks for delivery.

Customers can cancel their subscription at any time. To do this, please call -1800-313-1191 and select the “cancellation” option.

After cancelling equipment must be returned to us at the below address:

Medical Guardian
109 Rogers Road Suite 3 & 4
Wilmington, DE 19801

Some important things to know before cancelling:

  • There is a three-month (90-day) minimum commitment for service
  • Any unused portion of the prepaid monitoring beyond the minimum three months, minus a restocking fee of up to $50, will be returned to the Customer in the form of an electronic or check refund following cancellation.
  • If the System is not returned within thirty (30) days following the termination of the Services, the Customer authorizes the Company to collect a one-time payment of Three Hundred Fifty Dollars ($350.00) for the cost of System and its accessories using the default payment method on file.

A lost or damaged equipment fee of up to $350 will be charged for the Classic Guardian, Home Guardian, Family Guardian, Mobile Guardian, Premium Guardian, and Active Guardian. The Mobile Guardian, Premium Guardian, and Active Guardian must be returned with both the charging cradle and the handheld device, otherwise a lost equipment fee will apply. The Family Guardian must be returned with the base station and 3 safety sensors (2 activity sensors and 1 main door contact sensor), otherwise a lost equipment fee will apply.
A lost or damaged equipment fee of up to $150 will be charged for the Alert 911.


If you’d like to learn how you can avoid these out-of-pocket expenses with the Medical Guardian Protection Plan, please contact our Customer Care Team at 1-800-313-1191.

To read the full Privacy Policy, please visit www.medicalguardian.com/legal/privacy.

To read the full Terms & Conditions, please visit https://www.medicalguardian.com/legal/terms.