What Happens If I Press My Button And They Can’t Hear Me?

Imagine you’re home alone and cooking breakfast. The eggs are sunny side up and nearly done. Bacon is frying excitedly and some grease flies out of the pan and onto the floor. As you turn to toss the eggshells, you slip on the bacon grease and fall. Fortunately, you’re wearing your mobile medical alert and you press your button to send a signal to our Command Center. You listen for a prompt response, but you’re not sure the Command Center can hear you. Or you may have fallen and can’t speak. What do you? Can they hear you? Is help coming? What are your next steps?

If you press your button or fall using one of our systems with fall detection, we will receive the signal and get you the help you need.

If our Command Center receives a distress signal, but can’t hear you, you’re still covered. We will immediately rotate through your Circle of Care to make sure you’re OK. We will call your neighbor or family to check on you or call emergency services. We will have your location on hand so that help will arrive quickly.

Here are a few simple ways to ensure your medical alert will always be at peak performance.


Man grimacing while holding phone to ear

We recommend you test your medical alert monthly. What should you do if it doesn't work properly?

The most likely cause is a dead battery. If you are wearing the Kelsi, you must always keep the unit charged. Kelsi has an impressive battery life of 30 days. But it is very important to keep your Keli charged because you don’t know when you’ll need it. Charging the Kelsi is simple. Plug the unit into the AC charging cable that came in the box. Make sure to leave your Kelsi on the charger for four hours to ensure a full charge. Best practice is to charge your Kelsi once a month.

If you continue to experience difficulty in receiving a signal with Kelsi, open the charge port cover on the side. Insert a pin into the small reset hole to reset the Kelsi.


The PAX has a battery that lasts 24 hours, so make sure to charge this device once a day. Also, ensure that your charging cable or station is properly plugged into a functioning outlet. The PAX requires a full four hours in its docking station to ensure a full charge.

If you are using Kelsi or PAX, make sure you have cell coverage. Our devices use the T-Mobile and AT&T networks to provide you with comprehensive coverage. If your device can't get a signal, your device will automatically send the signal once you are within coverage. 

Once you regain coverage, our systems are designed to automatically send a distress signal to 911. You may not have a strong enough signal to communicate with our team, but you may still be able to send a signal that will get you help. If you press your button and hear a voice on the other end, it means we know you need help. We may not be able to hear you, but we will use your Circle of Care to assist you properly.

Wireless Home System

The wireless home system is not mobile, but it does use a cellular connection if your home does not have a functional landline. As with Kelsi and PAX, the wireless home system may suffer from poor cellular service temporarily. We do check to verify coverage at your home before we ship this system, but weather and other factors can affect coverage. The odds of weather interference are small, but the best way to ensure the proper functionality of your system is to test it regularly. If any issues persist, use the green “RESET” button on the front of the system. 

Home Medical Alert

Alert 1 Home Medical Alert

If you have a home system that plugs into a landline, you should always have proper service. If your electricity goes out your medical alert has a 48 hour backup battery to keep you safe.

If you push your button and do not hear anything, you should reset your device. To reset, simply press the green “RESET” button on the right side of the device. Remember, it’s important to test you home unit every month. The test indicator light will remind you when you need to test as well. The test indicator light is labelled as “Test” and will flash a yellow light when a test is due. 

Always Test Your Device

Whether you have Pax, Kelsi, or any of our home medical alert systems, testing your device monthly is imperative. To perform a test, simply press your button, wait for a response and inform the representative that you are performing a test. Testing is the best and easiest way to ensure your device is working properly. Plus, it will give you more confidence in what it's like to push the button. 

We’ve Got You Covered

In the case that you can’t get your equipment to function properly, visit our troubleshooting page on our website or contact our friendly member care team at 1-800-693-5433. We are here to make sure you are safe!