SureSafeGo Device FAQ's

The SureSafeGO user wears the alarm wherever they go. If they get into any difficulty, for example having a fall or suddenly feeling unwell, all they need to do is press the SOS button on the necklace.

The SureSafeGO will then automatically call the first number saved as an emergency contact. It will also send an SMS to the contact that includes a Google Maps link to their location.

When the call connects to the emergency contact you can have two-way communication through the necklace with the SureSafeGO wearer. Now you can find out what is happening, and what help they need.

If the first person does not answer then it will move on to the second emergency contact. It can call up to 5 emergency contacts of your choice.

If the SureSafeGO wearer has a fall, the necklace can detect most heavy falls and will call for help in exactly the same way, without the wearer needing to push the help button. This is important in situations where the wearer loses consciousness following a fall.

If the SureSafeGO wearer has a fall, the necklace can detect most heavy falls and will call for help without the wearer needing to push the help button. This is important in situations where the wearer loses consciousness following a fall.

When the SureSafeGO detects a fall it will then automatically call the first number saved as an emergency contact. It will also send an SMS to the contact that includes a Google Maps link to their location. If the first person does not answer, it will move on to the second number, and so on.

The fall detection works using sensors in the necklace that recognise changes in air pressure, speed of movement, and any impact following a fall.

Yes. Once the call connects you can have a full two-way communication through the necklace. With the same sound quality as a cell phone.

The SureSafeGO is water resistant and designed for use in the shower. It is not designed to be submerged under the water for long periods of time.

No. The SureSafeGO is designed to call family and friends in an emergency.

Yes – it comes with a 12 month warranty.

The green light relates to mobile signal. Your SureSafeGO will give a double green flash when it has signal.

The blue light relates to GPS location signal. In its normal state, the blue LED will remain off on the SureSafeGO.

The red light relates to the battery. If the red light is flashing rapidly, the SureSafeGO needs charging.

More details on the lights can be found on page 9 of the user guide.

No. The SureSafeGO uses cell service only. It does not connect to the Wi-Fi.

The SureSafeGO requires cell service to work. If you have weak or no cell service where you live, then this product might not be suitable for you. You can always test it when you receive it to see if it works reliably inside your home.

The SureSafeGO uses AT&T’s 4G LTE network. AT&T’s network was voted #1 by J. D. Power, so you can feel confident that you will get access to the best signal available.

You can program in up to 5 emergency contacts into the alarm. You do not need 5 contacts though, 5 is the maximum number you can save.

The SureSafeGO requires cell service to work. If you have weak or no cell service where you live then this product might not be suitable for you. You can always test it when you receive it to see if it works reliably inside your home.

We offer an express 2 day shipping option for $24.95 and standard 4-8 day shipping for $14.95. The cut-off time each day is 2:30pm EST.

This is very easy to do. You program the alarm by sending SMS from any cell phone, directly to the SureSafeGO. You send a single SMS command for each emergency contact number that you want the alarm to call in an emergency. Instructions can be found on page 10 if the user guide.

You need to make sure you have purchased your credit subscription before trying to program the alarm.

No. Neither the alarm user nor the emergency contacts need to have an App. The alarm directly calls the emergency contacts cell phones or landline phones.

This is very easy to do. You program the alarm by sending SMS from any cell phone, directly to the SureSafeGO. You need to make sure you have purchased your credit subscription before trying to program the alarm.

Yes – when you receive your SureSafeGO, the fall detection is already switched on.

Numbers are programmed by sending an SMS to the SureSafeGO for each of the emergency contacts that you want to add. The first number is A1, the second number is A2, and so on.

The programming command is A1, then the telephone number of the emergency contact. There are no spaces anywhere in the SMS. For example, to program (555) 555-5555 as emergency contact 1, the SMS command would be A1,5555555555.

No. You need to send a text message for each of the emergency contacts that you want to program in.

You will receive your SureSafeGO’s phone number when you first set up your pre-pay subscription. You will receive the number by email, with your subscription order confirmation. You can also find it in your user account online.

To set up your subscription you will need the serial number printed on the side of the box.

No. The SureSafeGO comes with a SureSafe SIM card already installed. You do not need to install one. The SureSafeGO will only work with the original SureSafe SIM card inside it.

If you have not received an order confirmation then your subscription will not be active. Log in to your account to check if it is showing as active. If it isn’t, try setting up the subscription again. You will get a confirmation on screen in your account that your subscription is now active.

You will receive an email confirming the subscription is set up. This email will also include the SureSafeGO phone number. Without this number you cannot program your alarm.

Press the power button, which is the top button on the side, for 1 second. After a few moments, the LEDs will start to flash rapidly. Alternatively, place the necklace on charge and it should power on after a few seconds.

The easiest way is to send an SMS to SureSafeGO with the word ‘OFF’. This will power down the device. Alternatively, press and hold the power button, which is the top side button, and SOS button together for 3 seconds until the LEDs turn off and you feel it vibrate. Sending the SMS is generally easier to do.

No. The SureSafeGO user does not need a cell phone for the alarm to work. The alarm is an independent device with its own cell service built in. All they need is the necklace.

The SureSafeGO makes voice announcements when the SOS button is pressed or a fall is detected. False alarms can quickly and easily be cancelled by pressing the cancel button.

The SureSafeGO is designed to void being stopped by a voicemail. It will call the emergency contact for approximately 15 seconds. If there is no answer it will then call the next number stored. This should be a short enough call to avoid a voicemail answering it.

In the unlikely event that none of the emergency contacts have answered the SOS call, each of them will have received an SOS text message to let them know that help is needed. Emergency contacts can respond when they see the SMS.

Additionally, we recommend emergency contacts save the SureSafeGO phone number in their contact list as ‘dad’s medical alert’ or similar, as well as having that contact set up for emergency bypass, and that way alarm calls will be audibly received any time of the day or night.

Yes. The SureSafeGO makes voice announcements when the SOS button is pressed, or a fall is detected. False alarms can quickly and easily be cancelled by pressing the cancel button.

Yes – the alarm is perfectly suitable for people who are deaf or hard of hearing. It will still be able to call for help. The alarm button can be held closer to the ear to help those who are hard of hearing too. We have thousands of customers who are deaf or hard of hearing and use the SureSafeGO every day.

No. Unfortunately there is no geo-fence feature with this alarm. You can however request a real time location of the necklace by sending it an SMS from your cell phone.

No. The SureSafeGO uses the same technology as a cell phone. Cell phones do not interfere with other electronic devices in the home, with the exception of pacemakers. People who have a pacemaker should use a belt clip to wear their SureSafeGO on their waist.

Hold the necklace out at shoulder height while standing on a soft surface like a carpet, a rug or grass. Hold it for 30 seconds and then drop it to the floor. Do not pick it up, leave it on the floor while it evaluates the fall. After a few seconds you will hear an announcement saying ‘fall detected’. At this stage you can press the SOS button to cancel the test.

Yes – simply text FL0 to the SureSafeGO. You will receive a test reply to confirm that it has been switched off. More information can be found on page 11 of the user guide.

You can reduce the sensitivity of the fall detector so it requires a heavier fall in order to trigger. Text FL1,3 to your SureSafeGO and you will receive a reply to confirm the sensitivity has been changed. You can change the last number in the SMS message from 1 to 9 to adjust the sensitivity, 1 being the least sensitive and 9 being the most sensitive. For example if you sent FL1,9 to your SureSafeGO it will be at the highest sensitivity level.

Yes – the SureSafeGO has a range of sensitivity settings from 1 – 9. 1 is the least sensitive and 9 is the most sensitive. Send an SMS to the SureSafeGO with the required sensitivity setting. The default setting is 5, which is the most accurate setting while also minimising false alarms. To set the SureSafeGO to setting 5 for example, text FL1,5 to the SureSafeGO. You will receive a reply to confirm that the setting has been saved.

Yes, the volume is adjustable. The volume level ranges from 0 to 100, the default volume is 50. To increase the volume to 75, send an SMS saying Speakervolume75 (all one word, with no spaces anywhere in the message) to the SureSafeGO. You will get a reply confirming the new volume has been saved.

No. Unfortunately there is only one ring tone on the SureSafeGO.

Yes – the green light should do a double flash every 3 seconds when in normal state.

Yes, although it is not recommended because if the lights are off it can be difficult to know that the SureSafeGO is switched on and operational. To switch the lights off, send and SMS to the SureSafeGO saying LED0 (note – a zero at the end, not the letter ‘O’). To switch the lights back on text LED1.

Yes – double press the lower side button to turn the voice prompts off. Double press it again to switch them back on.

No. The SureSafeGO uses cell service only. It does not connect to the Wi-Fi.

To test the SureSafeGO, press and hold the SOS button for 3 seconds until you hear the necklace announce that it is calling for help. You can then cancel the SOS call by pressing the SOS button again.

You can reprogram the emergency contacts by sending new programming commands with the new emergency contacts to the SureSafeGO. Programming instructions can be found on page 10 of the user guide.

Yes, you can. You just need to be aware that landline numbers will not receive any SMS alerts. This means that the landline number will not receive location information or low battery alerts.

You can send an SMS to the SureSafeGO and it will reply with a Google Maps link of its location. The programming command to send is: loc

The SureSafeGO is not designed to be used as a method of calling the alarm user as a normal means of communication. This is not covered by the pre-paid subscription and will likely result in you going over your monthly allowance.

However, in an emergency you can call the SureSafeGO using the telephone number you receive after setting up your subscription. These calls must be limited in number, and in call duration.

When you call the SureSafeGO an audible tone will be heard from your alarm. A quick press of the SOS button will answer the call, and you will have two-way communication. To end the call, press the SOS button for 1 second.

The SureSafeGO is designed for use in the USA only. You can travel to Canada and Mexico and use it there also.

The battery typically lasts 3 to 4 days. You will need to charge it approximately twice a week. People who do not want to wear their necklace while they sleep will charge it next to their bed each night, much like their cell phone.

The necklace will announce that the battery is running low, and the blue LED will start to flash rapidly. If the necklace is not charged within a few hours, the SureSafeGO will send SMS low battery warnings to each of the emergency contacts.

The SureSafeGO will be fully charged in 3 hours. Most people charge it overnight next to their bed.

While the SureSafeGO is on charge, the red LED on the pendant will stay on solid when the battery is fully charged.

The necklace will announce that the battery is running low, and the blue LED will start to flash rapidly. If the necklace is not charged within a few hours, the SureSafeGO will send SMS low battery warnings to each of the emergency contacts.

If the battery is not lasting longer than 3 days, check if the alarm is being used/tested frequently as this will use more of the battery. Also, do you have strong signal strength at the home location? Weak signal will make the battery get used faster. Finally, have you set up the home wifi location? If not, please follow the instructions on page 12 of the user guide.

Most people charge it overnight next to their bed. This way they do not need to worry about the battery ever being low. It is also in reach during the night if needed. If you want to wear it in bed at night, you can charge it while you are sat watching your favorite show, or when you have visitors over so you are not alone.

While the SureSafeGO can be worn under clothing, it is not recommended. Being worn under clothing can make it difficult to access the SOS button in an emergency. The fall detection feature is also a lot less reliable when worn under clothing. It might not be able to detect falls accurately.

Yes – we offer a belt clip as an additional option for people that prefer to wear their SureSafeGO on their belt.

Yes – we offer a belt clip as an additional option for people that prefer to wear their SureSafeGO on their belt. This costs $19.95. We also offer a charging cradle to make charging your necklace even easier – all you do is sit it in the cradle. This costs $49.95.

No. The SureSafeGO is designed to either be worn around the neck, or on the waist using a belt clip that can be purchased.

People with a pacemaker are advised not to use the SureSafeGO as a necklace around their neck. You can order a belt clip accessory to wear it on your belt instead, and this is totally safe for people with pacemakers to do.

Yes. The SureSafeGO is showerproof. We strongly recommend that it is used in the shower, which is the highest risk place for a fall.

Yes, you can use your SureSafeGO in the bath.

No. The SureSafeGO is not designed for swimming.

The SureSafeGO can be used anywhere in the USA where there is a cell signal. You can also take it to Canada and Mexico on vacation and it will work there.

The SureSafeGO uses cell service to make emergency calls when help is needed. It has its own cell phone SIM card inside it. You can set up a cell service subscription on our website after receiving your order. Cell service is $17.99 per month, payable quarterly. You can cancel at any time.

Cell service is $17.99 per month, payable quarterly. You can cancel at any time.

Once you receive your alarm, follow the instructions in the box to set up your subscription on our website. This is quick and easy to do. You can scan the QR code on page 2 of the Quick Start Guide to take you to the setup page. You can also visit our website at www.personalalarms.org/us and click on the ‘PAYG Credit’ button at the top of the screen to choose your credit subscription.

No. The SureSafeGO will only work with the SureSafe SIM card inside it. This allows us to provide the best service possible to our customers

Yes. We offer a 30 day risk free trial period, with a no questions asked return policy. Simply return the alarm within 30 days in the same condition you received it, and with all packaging, and we will refund you for your order.

You will receive an email confirming the subscription is set up. This email will also include the SureSafeGO phone number. Without this number you cannot program your alarm.

The subscription is set up to auto-renew, so you never have to worry about your subscription running out. You will receive payment reminders prior to renewal to let you know about your upcoming payment.

Your subscription is set-up on auto-renew, so you never have to worry about it expiring. You will however receive email reminders before it is about to renew, so you are fully informed of any upcoming payments. You can also cancel the subscription at any time, and the alarm will continue to work until the expiry date.

Log in to your account via our website www.personalalarms.org/us. You will find the account login at the top of the screen on desktop, and in the menu on mobile.

No, unfortunately not. Like all cell service plans, they are non-refundable.

You can either keep it in a drawer in case you need it again in future, or give it to someone else to use instead.

You can either keep it in a drawer in case you need it again in future, or give it to someone else to use instead.

No. Regrettably, subscriptions are non-refundable. The alarm will continue to work until the expiry date of your subscription.

Please check the following:
1) Are you pressing and holding it for 3 seconds until the alarm announces that it is calling for help?

2) SOS numbers have been programmed in correctly, making sure that there are no spaces anywhere in the SMS command sent to the alarm.

3) You are in an area with good cell service. Take the alarm outside and test there to see if the alarm will work outside.

4) You have an active credit subscription. Log in to your account and check if there is an active subscription in place.

The first thing to do is to test the fall detector to see if it is on. To do this, hold the necklace out at shoulder height while standing on a soft surface like a carpet, a rug or grass. Hold it for 30 seconds and then drop it to the floor. Do not pick it up, leave it on the floor while it evaluates the fall. After a few seconds you will hear an announcement saying ‘fall detected’. At this stage you can press the SOS button to cancel the test.

Please check the following:

1. SOS numbers have been programmed in correctly, making sure that there are no spaces anywhere in the SMS command sent to the alarm.

The time and date are updated automatically via satellite. Take the SureSafeGO outside, away from any buildings, for 5 minutes and test again.

Your SureSafeGO has not yet picked up its first GPS signal since you received it. Take the SureSafeGO outside, away from any buildings, for 5 minutes and test again. You should then have an accurate location.