Do your operators speak clear English?
and they also speak 190 other languages.
Does Alert1 offer service in a foreign language other than English?
How does your foreign language service work?
We keep the member’s language on file. And we
have interpreters standing by.
Can you do an installation? Who installs the medical alarm system?
no need for professional installers. When you receive your device, take it out
of the box and plug it in. It’s preprogrammed and ready to go. If you need
help, just give us a call and we can help you right through set up.
What is it per month/do you pay a monthly fee? What is your pricing?
Is this covered by insurance? Does Medicare or Medicaid pay for this?
They may, depending on your insurance carrier. We
will get you started and then you will need to contact your insurance
company and file a reimbursement claim. That will need to be handled on your
end and we will need a credit card to process payment.
Do you offer any deals for spouses or partners?
we offer deals for spouses or partners. Call to learn more at 1-866-581-4540.
Do you offer any deals for an additional user?
Yes, add a second user for 50% off.
Do you have to buy the equipment?
do not charge for equipment.
What payment discounts do you offer?
offer an AARP discount and a refer-a-friend discount. You can get a free month of service for every
friend you refer. Learn more on our refer a friend page or call 1-866-581-4540.
Do you charge for button presses?
do not charge for button presses or for sending help.
Will my rates go up if I push the button more?
offer unlimited usage with all our plans.
Are there any other hidden fees?
has no hidden fees for our service. There is a one-time activation fee for all of our medical alert systems, excluding the Classic systems.
Which credit cards do you accept?
accept Visa, Mastercard, Discover, and American Express.
Do you offer refunds?
We have a 30 day MONEY BACK guarantee. If we receive your returned equipment within 30 days of the day you received it, we will refund 100% of your annual service plan.
Do you have a trial period?
offer a risk-free 30-Day Money Back Guarantee on annual plans.
Will I receive a reminder that my annual renewal date was coming up?
We send a courtesy billing reminder thirty days before your anniversary date.
What address do I mail my payment to?
Can we add a few other people as emergency responders?
How do I update account information?
can update it online on My
Account page or you can call our Member Care team and they can update
it for you. Their number is 1-800-693-5433.
My mother’s phone number changed and now I need to change the number on the account
Who can make changes on the account?
member, bill payer, and authorized users can to make changes on the account.
How do I get technical support?
can call and speak with one of our techs. They can assist you with anything you
need. Their number is 1-800-693-5433. We have technical support available 24-7,
so if you need help, just call us.
How do I add a spouse to my account?
To add a spouse to your
account, call our Member Care team at 1-800-693-5433.
When was Alert1 started?
been around since 1988.
Who owns Alert1?
Alert1 is a private company. Our main office is
in Williamsport, Pennsylvania, home of the Little League World Series.
What is your address?
Our address is 1000
Commerce Park Drive, #300 Williamsport, PA 17701
Where are your offices?
We have offices in Pennsylvania, California,
Idaho and Utah.
Do you have brick and mortar location?
Yes we do! You are able to purchase a medical alert system at our Pennsylvania location. The adress is: 1000 Commerce Park Drive, Suite 300 Williamsport, Pennsylvania 17701.
What are your customer service hours?
Our Member Care department is open Monday
through Friday 9 AM to 8 PM Eastern time and Saturday 9 AM to 5:30 PM. And
remember, our emergency Command Center is open 24-7.
Who makes your equipment?
partner with a few different companies. We use manufacturers in Boston, Utah,
North Carolina, Israel, Taiwan, and Canada.
Are you affiliated with the AARP?
offer AARP discounts to our members.
Can I buy your system from a dealer near me?
is the only authorized retailer of POM, Kelsi and PAX medical alert systems.
How fast can I receive service once I decide to try your medical alert system? How long does it take to ship it here?
We ship same day. We can reach most of America
in 2-3 days.
Are you rated with the BBB/Consumer Affairs?
Visit us our review page to see our
stellar reviews for medical alert systems
Are you UL listed?
both our Command Center and our medical alert devices are UL listed.
Are you HIPAA compliant?
Yes, HIPAA (Health Insurance
Portability and Accountability Act) protects employee’s health insurance portability
and confidentiality of health information.
Are you PCI compliant?
Yes, Alert1 is Payment Card Industry (PCI) compliant because we have met the requirements set by the PCI Security Standards Council (SSC). This Data Security Standard (DSS) is ensures that all companies process, store and transmit credit card information in a secure environment.
Do you outsource?
is a US-based company. We do not outsource your loved one’s calls to another
What makes you better than ______?
see our Why Alert1 page. We
think there are 10 main reasons why you should choose us.
Where can I read consumer reviews about your products?
reports about our products are outstanding. You can view some on our review page.
How is Alert1 different from LifeAlert™?
Do you service the area of ____?
offer our medical monitoring service everywhere in the United States.
I live in a rural area, can I still get coverage?
We offer medical monitoring service nationwide.
How does it work?
the button. Operator responds. Alert1 sends help. We recommend you visit our How It Works page.
Does the unit work outside?
the unit works outside.
If my loved one is outside and falls, what happens?
does not rely on voice communication. If your loved one pushes their button, we’ll follow the safety protocol that you set up. We also have SmartAlert fall detection available as well.
Where should I place my base station?
you find it most convenient, somewhere in the middle of your home.
Can I wear it in the bath or shower?
Yes. All our products are waterproof and shower
ready. You never need to take it off and you’re protected everywhere you go.
How far from the medical alarm system can you hear me?
can take PAX and Kelsi with you anywhere. The POM5 medical alert system comes
with a super sensitive microphone. We encourage testing in all rooms of your
home. If you need to extend the range to remote areas of your home, we offer a voice extender.
What is the range of the home medical alert button?
range is about 600 feet, so the length of two football fields (about 6.5
acres.) If you are looking for coverage beyond your home, we have our Kelsi or PAX system that you can
How far away from the alarm console will my pendant work?
mobile system will work everywhere. Please see our range page for more
information. The home service covers an area that spans two football fields. We
cannot guarantee the range. Please test to determine the expected range
for your home.
What happens if I am not near the base unit?
you aren’t in range of the medical alert base unit, you will not be covered.
When you first get the device, we recommend you get familiar with your safety
zone. If you want protection beyond that 600 foot safety zone, that’s not a
problem. You should look at our Kelsi or PAX mobile
medical alert systems.
Is the medical alert button hard to press?
pendant is easy to press.
Can I use the medical alarm system if I move?
How does it work if the user is hearing impaired?
a member is hearing impaired, Alert1 can use a non-verbal emergency protocol.
This will keep them safe in case of emergency. Please make sure to set that up
when you buy.
What services do you offer for deaf customers?
have a nonverbal service that works the same way as our regular service. The
only difference is we do not access the two-way microphone.
Who responds to my call for help?
call your emergency responder. Then we will call 911 on your behalf.
Do you have to call 911 first?
do not have to dial 911 first. We can call a friend, neighbor or family member,
if you like.
When I push my button, who will be helping me?
will speak with the operators in our Command Center. They will understand the
nature of your emergency. Then, they will contact whoever you want.
What is the average response time when someone pushes their button?
takes about 20-45 seconds for our operators to bring up your account and
connect to you. Your loved ones get the help they need fast.
How is the response center trained?
Command Center is Diamond Certified by the Central Station Alarm Association.
Diamond certified is the highest level. We get regular inspections from Underwriters Laboratory. All our operators complete the required
CSAA training every year.
What happens if I set off my medical alarm by accident?
Tell the Operators at the Command Center that
you are just testing your medical alert pendant.
Why does the operator ask to verify my address?
Operators will verify your address during any non-emergency call that you make. We always want to be sure that we have current location information on the account.
Who can I call?
can call or notify anyone you like in case of emergency.
How many people can I have in my Circle of Care?
can have up to three responders in your Circle of Care. In case of an emergency
though, we recommend you have someone nearby who can be there fast.
Who will the operators send to help me?
speak with the operators in our Command Center. They talk to you and understand
the nature of your emergency. Then, they contact whoever you want them
I don't live in the same town as my parents, but want to buy it for them. What do I do?
That’s not a problem. We can get them
started today. If they need help getting it set up, we’d be glad to help them.
I don't live in the same town as my parents, should I be a responder? What do I do?
a problem. We can set it up to dial 911. Then we can notify you right away if
How will the paramedics or emergency personnel enter my home?
offer a rugged lockbox like the ones
that real estate agents use. You keep a spare key in the lockbox. Alert
1 stores the code on file and relay it to emergency personnel so they can
enter the home. Or you can also hide a key and let us know the location.
What if I press the help button by accident?
Let the responders at the Command Center know
that you pressed it by accident.
How long does the battery last? (backup)
depends on which product you have:
battery for PAX lasts up to 36 hours.
battery for Kelsi lasts 60 days.
backup battery for POM5 lasts 24 hours.
backup battery for POM7 lasts 24 hours.
What is the battery life of the button and base unit?
battery in the button lasts for five years. But, you don’t need to worry about
that. We check that for you when you do your monthly tests. We also run a
silent test every month. We'll ship you a new button before you know you need
Will my medical alert work if my power goes out?
alarm has a backup battery that will last up to 24 hours in the event of a
power outage. As long as the green power light is on and the telephone line is
in service you are able to send emergency alarms.
What happens if I lose power?
landline device has a 24 hour backup battery. Our mobile devices aren’t
affected by power outage.
Does it have a GPS in it?
Do you need a landline?
do not need a landline to use a medical alert system.
Do your systems work with VOIP or DSL phone systems?
How often does the unit need service? Who will provide the medical monitoring system service?
The system doesn’t need service.
I plugged in my new medical alarm system and the red alarm/status light is flashing. What should I do?
battery in your device unit may need up to 48 hours to charge. The red
alarm/status light will flash while the battery is charging. After 48 hours,
press the reset button. If the light still does not go out, please call Member
Care at 1-800-693-5433.
My power just came back on and the red alarm light is flashing. What should I do?
a long power outage, the battery in your base unit may need to recharge. The
red alarm/status light on the base unit will flash while the battery is
charging. Wait 48 hours for the unit to recharge, and then press the reset button.
Why do I get phone calls about power loss or battery failures?
your home device sends a signal, our monitoring center will call you. Our goal
is to inform you of a problem before the medical alarm becomes unusable. Many
times, you can find the answer in your User Manual or the online
What happens if I drop the device? Will it go off?
you inadvertently call the Command Center, tell our Operator that it was only
Do I need a special phone jack for the medical alarm?
do not need special equipment.
If something goes wrong with my medical alarm unit, how do I get it fixed?
Use our trouble shooting guides or call us at 1-800-693-5433.
Why is my “test” light flashing? (POM5 console only)
test light will illuminate every 30 days if you have not tested your system
recently. Press your pendant and wait for an operator to speak with you. Please
tell the operator you are testing your system. Do NOT press the reset button.
If you don't know whether you have a POM5, please visit our troubleshooting
Will my medical alert work if my telephone line goes out?
conventional home landline PERS system will not work without telephone service.
Kelsi and PAX mobile medical alerts work on their own cellular signal.
How do I get new batteries for my emergency help button or alarm base station?
will never need to buy a battery for your base station or help button. If a
battery is low, your system will send a signal to us and notify you. We will
send the appropriate replacement for your system at no cost to you.
I’ve unplugged the machine, but the green power button is still making noise.
a backup battery on the bottom of the base unit. If you turn the unit face down
on the bottom, there is a white rubber stopper where it says battery on and
off. It’s in the upper right corner near the power cord. Remove the stopper and
underneath there is a better switch you need to turn to the off position.
What if I am on the phone when I need to use my pendant?
problem. Just push the button. Everything will work fine.
Will my medical alert work if my telephone line goes out?
PERS alarm uses the telephone line to send your alarm signal to the Command
Center. If your phone line is out, we cannot receive your medical alarm. Please
contact your phone company immediately if your telephone line is not working.
How do I get technical support?
You can call and speak with one of our technicians.
They can assist you with anything you need. Their number is 1-800-693-5433. We
have technical support available 24-7, so if you help, just call us.
How long is a typical medical monitoring system agreement?
typical industry agreement is three years. We offer plans for annual, quarterly
or monthly payment.
Do you have a contract?
Alert1, there is never a long term contract. Choose the plan you like.
Does the medical monitoring system come with a guarantee/warranty?
What system would fit me best?
Are your medical alerts compatible with pacemakers?
Yes, all Alert1 medical alerts are compatible with pacemakers.
Does the button have a microphone in it?
Kelsi and PAX mobile
medical alerts have microphones in the button.
How loud is the system?
enough for you to hear it from far away.
What is fall detection?
The fall detection pendant automatically
calls for help once a fall is sensed. Alert1 offers a home pendant
mobile pendant with fall detection sensors built in.
Are the sensors in the fall pendant too sensitive?
fall detection is calibrated with five advanced gyroscopes that detect velocity
and direction. If your device is too sensitive, call us and we can help
Is it ugly or bulky? Can they wear it on their ___?
can wear your alert bracelet or safety pendant as a necklace, wristband, or
belt clip. The devices are small enough to go unnoticed under your clothing.
How much does it weigh?
weighs less than an ounce.
How large is the pendant? How big is it? What are the dimensions?
our alert systems are small, convenient and wearable. It’s about one inch long
by a half wide. To learn more, visit our product pages.
Do you sell medical I.D. bracelets?
How fast can I receive service once I decide to try your medical alert system?
How fast do you need it? We can send it to you
Should I test the device? How often should I test my system? Why should I test?
recommends our members test on a monthly basis. You can test as often as you
like. We have unlimited button presses. There is no charge for testing your
system. Testing makes sure your device is working. Please tell the
operator you are testing your system when the call connects.
How do I test my medical alarm system?
your pendant and wait for an operator to speak with you. Tell the operator you
are testing the system. Do not press the cancel/reset button.
Does it connect to my cellphone?