Managing your account & service
Once your device has arrived, most changes to your details or plan are a quick phone call away — our UK team is here Mon–Fri, 9am–5pm on 0800 688 9961.
Phone lines open Mon–Fri, 9am–5pm.
What happens after I place my order?+
Once your order is placed we'll prepare your device and send it with free delivery. It will typically arrive within 3–5 working days, depending on processing and delivery times. For Go and One we'll confirm your emergency contacts and any health information for the monitoring service. For Junior, family sets up trusted contacts in the TrueKare app; Junior is not connected to the 24/7 monitoring team.
How do I update my details?+
For Go and One, call 0800 688 9961 to update your address, phone number, emergency contacts, health information or key safe code for our monitoring team. For Junior, family manages contacts through the TrueKare app; call us during customer-service hours if you need setup help. Junior is not connected to our monitoring team.
What should I do if my emergency contacts change?+
For Go and One, call 0800 688 9961 to update your emergency contacts. For Junior, update trusted family contacts through the TrueKare app; Junior SOS goes to family only, not our monitoring team.
Who should I choose as my emergency contacts?+
We recommend people you trust who can reach you quickly — usually close family members. If that's not practical, close friends or neighbours work well too. You can list more than one contact.
Do I need to give you health information?+
For Go and One, you can optionally share health conditions and medication to help our monitoring team respond appropriately and brief emergency services where needed. Junior is family monitored via the app only and is not connected to that team.
What's your refund policy?+
Unwanted items can be returned for a refund within 30 days of delivery, as long as they're still in their original packaging. Once you've told us you'd like to return an item, please send it back within 14 days. This is in addition to your statutory rights.
How do I upgrade or switch my plan?+
Just give us a call on 0800 688 9961. We'll talk you through the options and make the change for you — no forms or online setup needed.
Can I add someone else living with me to my plan?+
Yes — many households cover more than one person. Give us a call on 0800 688 9961 and we'll arrange it.
How do I order an extra pendant or watch?+
We're happy to provide any additional devices you need. Please call us on 0800 688 9961 and we'll arrange it.
How do I cancel my subscription?+
If you'd like to cancel, we ask for 30 days' notice so we can wrap everything up properly for you. Give us a call on 0800 688 9961 whenever you're ready.
Can I pause my service?+
Yes. Please call us on 0800 688 9961 and we'll pause your service for you.
Can I take my equipment to a different address?+
Yes — just let us know first so we can update your details, then give us a call on 0800 688 9961 once you've moved so we can test everything from the new address.
Can I transfer my membership to a friend or family member?+
Yes. If you no longer need your device, an annual membership can be transferred to a friend or family member free of charge. Give us a call on 0800 688 9961 and we'll take care of it.
I've lost my device — who do I speak to?+
Please call us on 0800 688 9961 within 72 hours of losing your device so we can protect your account and arrange a replacement.
How can I pay for my subscription?+
You can pay by Direct Debit, credit or debit card (Visa, Mastercard, American Express), BACS or Open Banking.
How do I set up Direct Debit?+
If you'd like to pay by Direct Debit and haven't already set it up, please call us on 0800 688 9961 and we'll send you the form to complete.
How do I apply a promo or discount code?+
At checkout, enter your code in the 'Discount Code' field and click Apply — you'll see the new total before finalising your order. Only one code can be used per order.