Medical Alert Help


What is it per month/do you pay a monthly fee? What is your medical alert pricing?

See our pricing page or call us at 1-866-581-4540.

What is the clear advantage to paying today?

At Alert1, we always offer competitive pricing and great promotions. Paying today will ensure you don't miss out on any of our great deals!

What is the clear advantage to paying annually?

Paying annually means you are covered for an entire year and don't have to worry about monthly payments. Plus, you get our best deals and promotions!

Is this covered by insurance? Does Medicare or Medicaid pay for this?

We encourage our members to contact their health insurance provider to see if their plan will issue a reimbursement for a medical alert systemAlert1 accepts payment from credit cards, debit cards, and checks through automatic withdrawal. 

You can find more information on our medicare page.

Do you offer any deals for spouses or partners?

Yes 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! You get a discounted price on a second unit or button to cover another person in your home.

Do you have to buy the equipment?

No, we do not charge for equipment.

What payment discounts do you offer?

We offer an AAA, AARP discount, veteran, 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 me if I press my help button?

No, we do not charge for button presses or for sending help.

Will my rates go up if I push my help button more?

We offer unlimited usage with all our medical alert service plans. 

Are there any other hidden fees?

Alert1 has no hidden fees for our medical alert service. Some products may have a one time activation fee depending on our current promotion. 

Which credit cards do you accept?

We accept Visa, Mastercard, and Discover.

Can I have my checking account set up to pay my bill?

Yes you can.

Do you offer refunds?

Alert1 offers multiple payment plans so you can choose the service that best meets your needs for price and flexibility. Our members are never locked into a multi-year contract. You may cancel your service at any time, without any cancellation charges.

To qualify for a refund, use the medical alert device to place a successful test call to the Command Center and return the device in its original condition. Any pre-paid shipping, warranty and activation fees are non-refundable.

Want another option? You can donate to the Alert1 Cares Program, where the remaining time on your service plan will be donated to a veteran or a low-income person in need of our services.

Do you have a trial period?

You can cancel our service at any time. If for any reason you are not very satisfied, you can cancel at any time with no cancellation fees.

To qualify for a refund, use the medical alert device to place a successful test call to the Command Center and return the device in its original condition.  Any pre-paid shipping, warranty and activation fees are non-refundable.

Will I receive a reminder that my annual renewal date was coming up?

Yes. We send a courtesy billing reminder via email thirty days before your anniversary date.

What address do I mail my payment to?

Mail to: 1000 Commerce Park Drive, Suite 300 Williamsport, Pennsylvania 17701

You can also pay online. View our page to update your billing information.  

Contract Questions

How long is a typical medical monitoring system agreement?

The typical industry agreement is three years. We offer plans from one month to three years.

Do you have a contract?

With Alert1, there is never a long term contract required. You can choose the payment plan that best fits your needs.

Does the medical monitoring system come with a guarantee/warranty?

We offer Alert1 Warranty Advantage Plans should anything happen to your system. We will replace your On-The-Go button or In-Home unit free of charge if your system malfunctions. 

How do I send the equipment back?

To cancel your service and return the equipment, please call us at 1-800-693-5433 and select option 2.

Product Questions

What system would fit me best?

That depends on your lifestyle and level of comfort. Learn more on our product overview page.   

Are your medical alerts compatible with pacemakers?

Yes, all Alert1 medical alerts are compatible with pacemakers. 

Does the button have a microphone in it?

The Kelsi, Kelsi Pro, and PAX Plus mobile medical alerts have microphones in the help button. 

How loud is the medical alert system?

Loud enough for you to hear it from far away. View our product pages for the specific decibel levels of each of our medical alerts.

What is fall detection?

The fall detection pendant can automatically call for help once a fall is sensed. Fall detection does not detect 100% of falls - we recommend always pressing the help button in an emergency. Alert1 offers a home pendant, Kelsi Pro mobile pendant, and PAX Plus mobile pendant with fall detection sensors built in. 

Are the sensors in the fall pendant too sensitive?

The fall detection is calibrated with five advanced gyroscopes that detect velocity and direction. If your device seems to be too sensitive, call us and we can help calibrate it. Fall detection pendants should be worn at heart level and outside of clothing.

Do wristbands come with the system? How do they work with fall detection?

Yes! You can get a free wristband with our Home Fall Detection Medical Alert and as part of the PAX Plus package. The wristband is a great alternative to the pendant. It is small and comfortable - perfect for wearing while sleeping to increase comfort and reduce the risk of false alarms during the night.

Is it ugly or bulky? Can they wear it on their ___?

You can wear your alert bracelet or safety pendant as a necklace, wristband, or belt clip.

How much do your medical alerts weigh?

It depends on the system, but most of our medical alert pendants weigh only a couple of ounces or less. View our products to learn more.

How large is the help pendant? How big is it? What are the dimensions?

All our medical alert systems are small, convenient and wearable. Our home system pendants are about one inch long by a half inch wide. To learn more, visit our product pages

Do you sell medical I.D. bracelets?

Yes. You can buy a medical I.D. bracelet on our accessory page.  

Can I get a fall detection bracelet or a mobile bracelet?

Mobile and fall detection features are only available as pendants you can wear around your neck or at your hip.  

Why doesn’t fall detection come in a wristband?

If fall detection sensors were worn on the wrist, everyday hand and wrist movement (such as talking with your hands) could read as a fall to the fall sensor technology and cause a false alarm. Fall detection is more accurate when worn at the hip or around the neck.

Technical Questions

How long does the battery last?

It depends on which product you have:

The rechargeable battery for PAX Plus lasts up to 24 hours.

The rechargeable battery for Kelsi Pro lasts up to 5 days.

The rechargeable battery for Kelsi lasts 30 days.

The backup battery for POM5 lasts 24 hours.

The backup battery for POM7 lasts 24 hours.

What is the battery life of the button and base unit?

The 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'll ship you a new button before you know you need it. 

What if I forget to charge my device?

The Home Medical Alert and Home Fall Medical Alert Systems do not need to be charged.

If you have a Kelsi Mobile Medical Alert, a Kelsi Pro Medical Alert, or a PAX Plus Mobile + Home Fall Medical Alert, we highly recommend you leave your charging station next to your night stand. This will help remind you to charge your medical alert each night before you go to bed.

Will my home medical alert work if my power goes out?

The home medical alarm system 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. Our mobile devices aren’t affected by power outages.

What happens if I lose power?

Our landline device has a 24 hour backup battery. Our mobile devices aren’t affected by power outages.

Does the medical alarm have a GPS in it?

Kelsi Pro uses GPS, WiFi, and cellular triangulation. PAX Plus works via GPS.  Learn more about our mobile medical alerts.

Will the home fall detection unit work on a landline?

Yes, the home fall detection unit does work on a landline. 

Do you need a landline?

You do not need a landline to use a medical alert system. Our mobile medical alerts do not require a landline and work on their own cellular signal. Learn more about our products.

Do your medical alert systems work with VOIP or DSL phone systems?

We offer medical alert systems that work with VOIP and DSL phone systems. Our mobile medical alerts do not require a phone system or cell phone contract at all.

How often does the unit need service? Who will provide the medical monitoring system service?

The system doesn’t need servicing. 

I plugged in my new home medical alarm system and the red alarm/status light is flashing. What should I do?

The battery in your home 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 and choose option 2.

My power just came back on and the red alarm light is flashing. What should I do?

After a long power outage, the battery in your base unit may need to recharge. The red alarm/status light on the home 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?

When 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 Troubleshooting Guide.

What happens if I drop the device? Will it go off?

If you inadvertently call the Command Center, tell our Operator that it was only an accident. They will wish you a good day and disconnect the call.

Do I need a special phone jack for the medical alarm?

You 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)

Your 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 page.

Will my medical alert work if my telephone line goes out?

A conventional home landline PERS system will not work without telephone service. Kelsi, Kelsi Pro and PAX Plus mobile medical alerts work on their own cellular signal.

How do I get new batteries for my emergency help button or alarm base station?

You 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.

There’s 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?

No problem. Just push the button. Everything will work fine. 

Will my medical alert work if my telephone line goes out?

Your 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 1-650-605-6652. We have technical support available 24/7.

Where It Works/Coverage Questions

Do you service the area of ____?

We offer our medical monitoring service throughout the United States. 

I live in a rural area, can I still get coverage?

Yes. We offer medical monitoring service nationwide.

How does it work?

Push the button. Operator responds. Alert1 sends help. We recommend you visit our How It Works page.

Does the unit work outside?

Yes, the unit works outside.

If my loved one is outside and falls, what happens?

Alert1 does not rely on voice communication. If your loved one pushes their button, we’ll follow the safety protocol that you set up to make sure they get help.

Where should I place my base station?

Wherever 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 water resistant 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?

You can take PAX Plus, Kelsi and Kelsi Pro with you anywhere. The home medical alert systems come with a sensitive microphone. We encourage testing your help pendant in all rooms of your home. If you need to increase the volume in remote areas of your home, we offer a voice extender for our home systems.

What is the range of the home medical alert button?

The range is about 600 feet, the length of two football fields (about 6.5 acres) around the base station. If you are looking for coverage beyond your home, we have our Kelsi, Kelsi Proor PAX Plus that you can take on the go.

How far away from the alarm console will my pendant work?

Our mobile alert systems can be taken with you and don't rely on an alarm console or base station. Please see our range page for more information. Our home services covers an area that spans two football fields around the base station.

What happens if I am not near the base unit?

If 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. We offer mobile medical alerts: Kelsi,Kelsi Pro and PAX Plus medical alert

Push The Button Questions

Is the medical alert button hard to press?

The alarm pendant is easy to press.

Can I use the medical alarm system if I move?

Yes. Call Alert1 at 1-800-693-5433 if you do move or update your information online.  

How does it work if the user is hearing impaired?

If 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?

We 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.

Alert1 Sends Help Questions

Who can I call?

We can call or notify anyone you like in case of emergency.

How many people can I have in my Circle of Care?

You 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?

You 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 to or follow the procedures you set up when you order.

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?

Not a problem. We can set it up to dial 911. Then we can notify you right away if something happens.

How will the paramedics or emergency personnel enter my home?

We 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.

Installation Questions

Do I need to have this installed for me?

There’s 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 set it up.

 Interested in having an installer come to your home? Give us a call at 1-800-693-5433.

To learn more about installation, you can click here to watch our video tutorials.

Can you do an installation?

Yes! We can do an installation for you. Call 1-800-693-5433 if you require assistance and would like an installation.

Operator Responds Questions

Who responds to my call for help?

When you order your medical alert system, you get to decide who we call and in what order. When you press your help button you will reach our Command Center. We can then call your emergency responders and/or 911 on your behalf.

Do you have to call 911 first?

We do not have to dial 911 first. We can call a friend, neighbor or family member if you would like.

When I push my button, who will be helping me?

You will speak with the operators in our Command Center. They will stay on the line with you and call your emergency responders to get you help.

What is the average response time when someone pushes their button?

It takes about 9 seconds for our operators to connect to you. Your loved ones get the help they need fast.

How is the response center trained?

Our Command Center is 5 Diamond Certified by The Monitoring Association. We get regular inspections from Underwriters Laboratory. All our Command Center operators complete the required TMA 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 your account.

Language Questions

Do your operators speak clear English?

Yes, our operators are based in the U.S and speak clear English!

Does Alert1 offer service in a foreign language other than English?

Yes. We have service in 190 languages. See our full list of languages.

My mother’s phone number changed and now I need to change the number on the account

Visit our update address info page or call us at 1-800-693-5433.

How does your foreign language service work?

We keep the member’s language on file and we have interpreters standing by.

My Account Questions

Can we add a few other people as emergency responders?

Yes. You can have up to three emergency responders. You can add them on My Account page or by giving us a call at 1-800-693-5433 and selecting option 2.

How do I update account information?

You 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 option 2.

Who can make changes on the account?

The member, bill payer, and authorized users can make changes on the account.

How do I get technical support?

You can call and speak with one of our techs at 1-800-693-5433. They can assist you with anything you need. We have technical support available 24-7.

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. 

About Alert1 Questions

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 address is: 1000 Commerce Park Drive, Suite 300WilliamsportPennsylvania 17701.

What are your customer service hours?

Our emergency Command Center is open 24/7. For our Member Care and Sales hours, please visit our Contact Us page. 

Who makes your equipment?

We partner with a few different companies. We use manufacturers in Boston, Utah, North Carolina, Israel, Taiwan, and Canada.

Are you affiliated with the AARP?

We offer AARP discounts to our members.

Can I buy your system from a dealer near me? is the only authorized retailer of POM, Kelsi, Kelsi Pro and PAX Plus 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?

Yes. Visit us our review page to see our stellar reviews for medical alert systems

Are you UL listed?

Yes, both our Command Center and our medical alert devices are UL listed.

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) ensures that all companies process, store and transmit credit card information in a secure environment.

Do you outsource?

Alert1 is a US-based company. We do not outsource your loved one’s calls to another country.   

What makes you better than ______?

Please 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?

Customer reports about our products are outstanding. You can view some of our reviews on our review page.  

How is Alert1 different from LifeAlert?

Alert1 is a company based in Williamsport, Pennsylvania. We recommend you do your own medical alert comparison

Other Questions

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 right away.

Should I test the device? How often should I test my system? Why should I test?

Alert1 recommends our members test on a monthly basis. You can test as often as you like. We have unlimited button presses and there is no charge for testing your system. Please tell the operator you are testing your system when the call connects.

How do I test my medical alarm system?

Press your pendant and wait for an operator to speak with you. Do not press the cancel/reset button. Tell the operator you are testing the system. 

Does the medical alert connect to my cellphone?

We can call your cell phone if you like and you can always access your account online.

Can you send me brochures?

Can I refer a friend to your service?

Yes you can! Learn more on our refer a friend page.

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