Medical Alert Support:
Frequently Asked Questions

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Language Questions

Do your operators speak clear English?

Yes and they also speak 190 other languages.

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

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

How does your foreign language service work?

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

Installation Questions

Can you do an installation? Who installs the medical alarm system?

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 right through set up.

Pricing Questions

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

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

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?

Yes we offer deals for spouses or partners. Call to learn more at 1-866-581-4540.

Do you have to buy the equipment?

No, we do not charge for equipment.

What payment discounts do you offer?

We 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?

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

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

We offer unlimited usage with all our plans. 

Are there any other hidden fees?

Alert1 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?

We accept Visa, Mastercard, Discover, and American Express.

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

Yes, you can.

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.

What do I get with the $24.95 price?

View our pricing page.

Do you have a trial period?

We 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?

Yes. We send a courtesy billing reminder 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.  

My Account Questions

Can we add a few other people as emergency responders?

Yes. You can add them on My Account page.  

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.

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.

Who can make changes on the account?

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

How do I get technical support?

You 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. 

About Alert1 Questions

When was Alert1 started?

We’ve 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 WilliamsportPennsylvania 17701.

What are your customer service hours?

Our Member Care department is open Monday through Friday 9:30 AM to 8 PM Eastern time and Saturday 9:30 to 6. And remember, our emergency Command Center is open 24-7.

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?

Alert1.com 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?

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 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 becuase 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?

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 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

Where It Works/Coverage Questions

Do you service the area of ____?

We offer our medical monitoring service everywhere in 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. We also have SmartAlert fall detection available as well. 

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 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?

You 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?

The 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 take anywhere.

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

The 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?

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. You should look at our Kelsi or PAX mobile medical alert systems

Push The Button Questions

Is the medical alert button hard to press?

The pendant is easy to press.

Can I use the medical alarm system if I move?

Yes. Call Alert-1 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.

Operator Responds Questions

Who responds to my call for help?

We call your emergency responder. Then we will call 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 like.

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

You 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?

It 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?

Our 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.

Our Command Center is CSAA Diamond Certified. CSAA is the Central Station Alarm Association. Diamond certified means that we are at the highest level. We get regular inspections from Underwriters Laboratory. And, 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.

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. 

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.

Technical Questions

How long does the battery last? (backup)

It depends on which product you have:

The battery for PAX lasts up to 36 hours.

The battery for Kelsi lasts 60 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 also run a silent test every month. We'll ship you a new button before you know you need it. 

Will my medical alert work if my power goes out?

The 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?

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

Does it have a GPS in it?

Kelsi works via U-TDOA. PAX works via GPS. Learn more about our mobile medical alerts.

Do you need a landline?

You do not need a landline to use a medical alert system.

Do your systems work with VOIP or DSL phone systems?

Our wireless home medical alert works with VOIP and 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?

The 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?

After 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?

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. 

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 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?

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 1-800-693-5433. We have technical support available 24-7, so if you help, just call us. 

Contract Questions

How long is a typical medical monitoring system agreement?

The typical industry agreement is three years. We offer plans for annual, quarterly or monthly payment.

Do you have a contract?

With Alert1, there is never a long term contract. Choose the plan you like.

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

We offer annual Alert1 Warranty Advantage Plans should anything happen to your system. We will replace your base unit free of charge if your system malfunctions. 

Product Questions

What system would fit me best?

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

Does the button have a microphone in it?

The Kelsi and PAX mobile medical alerts have microphones in the button. 

How loud is the system?

Loud 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 or PAX 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 is too sensitive, call us and we can help calibrate it. 

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. The devices are small enough to go unnoticed under your clothing. 

How much does it weigh?

It weighs less than an ounce.

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

All 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?

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

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. 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?

Press 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?

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

Can you send me brochures?

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