Choosing the right personal device
Common questions about how our personal devices work, what's included, and choosing the right plan for you or a loved one.
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What is a personal device?+
A personal device is a small wearable device — usually a pendant or a watch — that lets you call for help at the press of a button. Your device connects instantly to our trained UK care team, who can speak with you, understand what's happened, and arrange the right support.
Is a personal device the same as a lifeline?+
Yes. Personal devices are also known as lifelines, carelines, panic buttons, medical alert pendants or telecare devices. They all describe the same kind of service: a device that connects you to a monitoring team when you need help.
Do personal devices need a landline?+
No. Our devices are designed for the digital switchover and connect using the mobile network via a built-in SIM. You don't need a landline — and there are no extra bills for calls or connectivity.
Is your emergency care team accredited?+
Yes. Our UK-based response team is trained, vetted and works to the standards set out by the Telecare Services Association. Every call is handled by a knowledgeable, calm professional ready to help.
What is fall detection and how does it work?+
Fall detection uses built-in sensors to recognise a sudden impact followed by stillness — the pattern of a hard fall. If a fall is detected and there is no response, an alert is automatically raised so our team can check on you. If you can press your button yourself, always do — fall detection is an extra layer of reassurance, not a replacement for the SOS button.
How much does a personal device cost?+
Our Junior kids' GPS watch plan starts from £15.99 per month when billed annually. Our One - GPS Pendant and Go - Adults GPS watch plans start from £29.99 per month when billed annually. There are no long contracts, no setup fees and no hidden charges. Call us on 0800 688 9961 and we'll help you choose the right plan.
Is there a setup fee?+
No. There is no setup fee. Your device and account are prepared as part of getting your service ready, so everything is ready to use from day one.
Can I order for someone else?+
Yes — you can order a personal device for a parent, partner or relative. As long as you have their permission, you can complete the process on their behalf and provide their details when we set up the service.
What happens when the device is pressed?+
A call is raised instantly to our trained UK care team. They'll speak with you through the device to understand what's happened and arrange the right help — contacting a family member, caregiver or emergency services as needed. The line stays open so we can keep you updated while help is on the way.
Who responds when a personal device is activated?+
One of our trained UK-based responders. Many of our team have backgrounds in care or emergency services. Your details, medical information and emergency contacts are already on file, so there are no delays.
What happens if I accidentally press my device button?+
Don't worry — accidental presses happen. When we answer, simply let us know it was a mistake and we'll confirm you're safe before ending the call. It is always better to press the device and not need help than to need it and not press it.
Can I wear a personal device in the shower or bath?+
Yes. Our devices are water-resistant and safe to wear in the shower and bath — which is where many falls happen. They should not be fully submerged for long periods or used for swimming.
Can I use a personal device if I have a pacemaker?+
In most cases, yes. A wrist-worn watch is often the most suitable option. If you have concerns, we recommend checking with your healthcare provider or the manufacturer of your pacemaker, and our team is happy to talk you through the options.
How does a personal device work without WiFi?+
None of our devices need WiFi. Each device has a built-in SIM card and uses the mobile network to raise a call. Our watches and pendants also include GPS to help locate you during an emergency — so as long as there's mobile signal, your device will work.
Will my personal device still work during a power cut?+
Yes. Our wearable devices are battery-powered and continue to work as long as there is mobile signal, meaning you're still protected during a power cut.
Can a personal device be used outside the home?+
Yes. Our Go - Adults GPS watch and One - GPS Pendant are designed for use anywhere in the UK with mobile signal. GPS helps our team locate you even if you're unable to explain where you are.
How quickly can I get set up?+
Very quickly. Once you order, your device is prepared and sent with free next-day delivery. When it arrives it's ready to use straight out of the box — most customers are set up in under 10 minutes with a quick test call. Our team is on hand to guide you through if needed.
Will a personal device work where I live?+
Our devices work in most areas across the UK using the mobile network. If you're unsure whether signal in your area will be strong enough, please give us a call on 0800 688 9961 and we'll help you check.
What is a monitored personal device service?+
A monitored service means your device is connected to a 24/7 UK response team. When your device is activated, a trained responder speaks with you, understands what's happening, and arranges the right support.
Do I own the personal device?+
Yes. Every wearable device is yours to keep. It arrives new, with a fresh battery, and has never been worn by anyone else.
Are calls and connectivity included in the service?+
Yes. Your monthly plan includes everything the device needs to connect to our care team — you won't be charged extra for calls or SIM data when using your device as intended.