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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 Customer Portal. 

If you haven’t created an account yet, you can sign up for the MyGuardian Customer Portal at mymedicalguardian.com

Yes, feel free to log into your MyGuardian Customer Portal to update your address in real time!

You can also reach out to us to request these changes by Contacting Customer Care at (800) 313-1191

When traveling, it is important you test your device when you reach your destination. Testing will ensure that the device has adequate 4G coverage. Please also update your address upon your return. 

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.

Please call Customer Care at (800) 313-1191. A replacement wearable button may be subject to a replacement fee. If you are enrolled in the Protection Plan, we can replace your wearable button at no cost. You can check if you are enrolled in the Protection Plan through the MyGuardian Customer Portal. 

Please see Cancelation instructions listed under Policies

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 contacting Customer Care at (800) 313-1191.


You are able to view your billing information online on the MyGuardian Customer Portal if you are an Account Owner for the account. The MyGuardian Customer 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 Customer Portal at mymedicalguardian.com!

My Guardian Customer Portal:

You can make a payment online by logging onto your MyGuardian Customer Portal and going to the “Billing” tab. 

Visit the MyGuardian Customer Portal at mymedicalguardian.com!


Customers can visit medicalguardian.com/payment. You will need your Account Number and Email Address. 

Please remit payments to the following address: 

Medical Guardian
PO Box 713269

Chicago, IL 60677-1269

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

Visit the MyGuardian Customer Portal at mymedicalguardian.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.


Medical Guardian offers the following shipping options*:

Overnight ($35)
Guaranteed next business day delivery if ordered by 1:30pm EST (non-holiday)

Second Day ($25)
Guaranteed second business day delivery if ordered by 1:30pm EST (non-holiday)

Ground ($12.50)
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.

You will receive a tracking number via e-mail once a tracking number is generated. Please ensure your e-mail address is up to date through the MyGuardian Customer Portal.  

*Shipment pending payment is processed successfully. Any orders placed on a Saturday/Sunday or Friday after 1:30 pm EST 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 the 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.


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 by logging into their MyGuardian Customer Portal 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.

Frequently Asked Questions: 

How do I check the status of my referrals?  The MyGuardian Customer Portal makes it easy to submit referrals online and check the status of previous referrals you have submitted. Simply log in and click on Accounts. Select Referrals. If you have additional questions please contact Customer Care at (800) 313-1191. 

Someone I know signed up for services but they were never entered as a referral. Can referrals still be submitted? Referrals need to be submitted prior to a friend or family member signing up for services. Unfortunately, this cannot be backdated.  


  • Customers can cancel their subscription at any time. To do this, please call (800)-313-1191 and select the “cancellation” option. You must speak with a representative in order to complete the cancellation. 

Leased Device Cancelation Instructions

After requesting cancelation, our equipment must be returned to us at the below address:

Medical Guardian 106 Henderson Drive Sharon Hill PA 19079

Some important things to know before cancelling:

  • Cancelation will begin once the device is received and can take up to thirty (30) days to fully process cancelation.
  • 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.

Purchased Device Cancelation Instructions 

After requesting cancelation, a Cancelation Letter will be sent to you via standard mail or e-mail (preferred). 

Some important things to know before canceling: 

  • Cancelation will begin once the signed cancelation letter is received and can take up to thirty (30) days to fully process cancelation. 
  • There is a three-month (90-day) minimum commitment for service
  • Any unused portion of the prepaid monitoring beyond the minimum three months, will be returned to the Customer in the form of an electronic or check refund following cancellation. 


A lost or damaged equipment fee of up to $350 will be charged for the Leased Equipment. If your device includes additional wearable buttons and/or wall buttons they must also be returned, otherwise a lost equipment fee will apply. 
A lost or damaged equipment fee of up to $150 will be charged for the Elite 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 (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.


Enjoy an extra layer of protection in the home knowing that you will always be able to receive help – even if you cannot push the button.  

How does Fall Detection work? Fall detection pendants have tiny sensors that can detect changes in motion as well as changes in height. This information is analyzed real-time to determine if the person wearing the fall detection pendant has experienced a motion pattern that indicates a fall has occurred.  

 What’s is the recommended way to wear my Fall Detection pendant? Fall Detection works best when worn on the outside of clothing. This allows the pendant to move freely so it can pick up on motion patterns that indicate a fall has occurred. The pendant works best when worn in the middle of the breastbone.  

 I dropped my device and Fall Detection did not activate. Is the fall detection working properly? Yes! The fall detection feature is usually able to tell the difference between a drop and a fall. The device is working in realtime to analyze movement and determine if a fall has happened. Remember, fall detection is very good but does not work 100% of the time. In an emergency, if you are able, please press your button for help. If you are unsure if fall detection is enabled on your device, please log into your MyGuardian Customer Portal  and check System for Accessories and Services or call Customer Care at (800) 313-1191

Medical Guardian cannot provide emergency services on airplanes or boats. As soon as you board an airplane (local or international) you must follow the captain’s emergency protocol instructions. 

Also, for flight safety reasons, when the pilot advises all passengers to shut off their cellular devices, you should also power down your device.  Upon landing in the United States, the device can be turned back on and used for emergency services. 

We recommend testing the device in any new location to confirm cellular signal and GPS connectivity. The devices require adequate 4G coverage to connect.