Careline365 FAQ

A personal alarm is a small wearable device that allows you to call for help at the press of a button. It’s designed for older adults or anyone who may need support in an emergency, whether at home or out and about.

When activated, the alarm calls the trained emergency Care Team through Careline365’s EverNear service, so someone can speak with you and arrange help straight away.

When a personal alarm is pressed, or if fall detection is triggered automatically, it raises a call to a 24/7 monitoring team. Within seconds, a trained responder will speak to you through the device to understand what’s happened and decide what help is needed.

A personal alarm is for anyone who wants to feel safer and more supported, especially older adults, people living alone, or those with health conditions or mobility concerns. It’s ideal for people who want to continue living independently, whether at home or out and about, with the reassurance that help is always there through Careline365’s EverNear service.

It also gives families peace of mind that their loved one can quickly connect to a trained response team in an emergency.

When a personal alarm is activated in an emergency, you are connected to a trained responder within an average of 12 seconds through Careline365’s service.

In an emergency, every second counts. That’s why our team is always ready to answer quickly, day or night, so you can get the help you need without delay.

Careline365’s personal alarm service includes an alarm that best fits your lifestyle and 24/7 access to a trained emergency Care Team through our EverNear service.

When your alarm is activated, you can speak directly to our Care Team through your device. If needed, they can contact your emergency contacts or emergency services to make sure you get the right support. To find the best option, you can request a free quote tailored to your needs.

A personal alarm and a lifeline generally refer to the same type of service, a personal emergency response system that allows you to raise a call for help using a device connected to a monitoring team.

You may also hear similar services described using terms like Careline, Carelink, panic alarm, Piper alarm, care call, medical alert bracelet, pendant alarm, or telecare. These are often just different names for the same kind of support, although the exact features and level of service can vary between providers.

Modern personal alarms do not require a landline to work.

Careline365 alarms are designed for the digital switchover and can connect using your broadband or the mobile network. This means you can stay protected without needing a traditional phone line.

Careline365’s emergency care team is accredited by the TSA (Telecare Services Association), the UK’s leading body for telecare services. Careline365 is also a trusted partner of the NHS.

Every call is handled by a trained, UK-based professional who has been vetted, employed, and trained by Careline365. Many of our team members have experience in emergency services or care roles, so you can feel confident that you’re always speaking to someone knowledgeable, calm, and ready to help.

Fall detection is a feature included with Careline365’s personal alarms that can automatically raise a call if a hard fall is detected.

Using built-in sensors, your personal alarm is designed to recognise sudden impacts while filtering out everyday movement. If a fall is detected and there is no response, it will raise an alert so the Careline365 team can check on you and arrange support if needed.

Fall detection is designed to provide an extra layer of reassurance, especially in situations where you may be unable to press your button. If you are able to, it’s always best to press your button yourself.

You can learn more about how fall detection works here.

The cost of a personal alarm depends on your individual needs, including the type of device and level of support required. At Careline365, plans are tailored to each person so they receive the right level of protection for how they live and the support they may need day to day.To find out what would best suit you or your loved one, you can get a free quote here.

There is no setup fee for your personal alarm service with Careline365.

Your device and account are prepared as part of getting your service ready, so everything is set up and ready to use from day one, with no hidden or unexpected costs.

Yes, you can order a personal alarm for a loved one, such as a parent, partner, or relative.

As long as you have their permission, you can complete the process on their behalf and provide their details when setting up the service. This makes it easier to arrange support for someone who may benefit from extra reassurance.

When the alarm is pressed, a call is raised to Careline365’s trained emergency care team through the EverNear service. They will speak with you to understand what’s happened and arrange the appropriate help.

Depending on the situation, this may include contacting a family member, caregiver, or emergency services. Your call remains open so the team can check back in and keep you updated as help is arranged.

If you press your alarm by mistake, it’s not a problem. Just let us know when prompted and we’ll be happy to know you’re okay.

EverNear is Careline365’s personal alarm service and overall promise of support, bringing together 24/7 monitoring, emergency response, and a dedicated team of trained professionals. When a personal alarm is activated, you are directed to someone who can speak with you, assess the situation, and arrange help quickly.

It’s designed so that someone is always there when it matters most, whether you’re at home or out and about.

Most people do not have to pay VAT on a personal alarm for elderly or vulnerable individuals.

If you have a disability or long-term health condition and are purchasing the alarm for personal use, you may qualify for VAT exemption. This also applies if you are buying the alarm for someone else, as eligibility is based on the person using the alarm, not the person paying for it. Over 94% of Careline365 customers are eligible, helping to make the service more affordable.

Personal alarms are typically eligible for VAT exemption if the person using the service has a disability or long-term health condition, even if you are purchasing it on their behalf.

At Careline365, all prices and purchases are shown without VAT unless you choose to deselect VAT exemption. After placing your order, you will be asked to complete a simple form to confirm eligibility. You can learn how to find out if you qualify here.

A personal alarm is designed to work in most areas across the UK.

All Careline365 alarms can use the mobile phone network and come with a built-in SIM card, so there’s nothing extra to set up or pay for. For in-home alarms, such as the Alarm Hub, it’s recommended to use an internet connection where possible for the most reliable performance.

Devices designed for use both at home and out and about, such as the GPS Alarm Pendant and alarm watches, also include GPS (Global Positioning System) to help identify your location during an emergency.

This means that wherever there is mobile signal, your alarm should work reliably, helping ensure support can be arranged when you need it.

If you're unsure if the signal in your area will be stable enough, please check mobile coverage in your area via OFCOM’s Mobile Signal Checker. For the best resilience, we suggest choosing at least two mobile networks that meet the following criteria:

• Good outdoor and in-home coverage
• Good outdoor coverage, variable in-home coverage

A monitored personal alarm service means your alarm is connected to a 24/7 response team.

With Careline365’s EverNear service, when your alarm is activated, it raises a call to a trained responder who can speak with you, understand what’s happening, and arrange the appropriate support.

Yes, all wearable personal alarm devices from Careline365 are owned by you. This means your device is new to you, with a fresh battery and has never been worn by anyone else.

For in-home alarms, an alarm hub is also provided as part of your service. This is loaned to you for the duration of your subscription, ensuring everything works as it should without any additional cost.

Calls and connectivity are included as part of your personal alarm service with Careline365.

Your alarm comes with everything it needs to connect to the Careline365 Care Team, so you won’t be charged extra when you use your alarm as intended.

When a personal alarm is activated, a call is raised to Careline365’s trained emergency care team through EverNear.

They will speak with you through your device, understand what’s happened, and arrange the right support. This may include contacting a family member, caregiver, or emergency services, depending on the situation.

If you accidentally press your personal alarm, there’s no need to worry.

When your call is answered, simply let us know when prompted that it was a mistake. This will let us know that you’re safe before ending the call. It’s always better to press the alarm and not need help than to need it and not press it.

Careline 365’s personal alarms are designed to be water resistant, so they can be worn in the shower or bath.

This is important, as many falls happen in these areas. However, devices should not be fully submerged in water or exposed to excessive moisture beyond normal use. If you’re unsure about your specific device, we recommend checking the manual or speaking to our team for guidance.

In most cases, a personal alarm can be used if you have a pacemaker or other cardiac device.

Some devices, particularly those worn on the wrist or used at home, may be more suitable than others depending on how they are worn and used. If you’re unsure, our team can talk you through the available options and help you find the most suitable setup.

If you have any concerns, we also recommend checking with your healthcare provider or the manufacturer of your pacemaker for personalised guidance.

None of Careline365’s personal alarms require WiFi to work.

All alarms come with a built-in SIM card and can use the mobile phone network to raise a call when help is needed. For in-home alarms, such as the Alarm Hub, you can also connect via your internet router, or use a mobile signal if that’s more suitable.

Devices designed for use both at home and out and about, such as watches and pendants, also include GPS (Global Positioning System), the same technology used in your phone’s maps, to help identify your location during an emergency.

This means you can get help even if you’re not at home, and even if you’re unable to explain where you are. As long as there is mobile signal, your alarm can raise a call to the Careline365 team.

For more information on how we locate you in an emergency, you can learn more here.

A personal alarm is designed to remain reliable even during situations like a power cut.

Charged devices that use mobile networks can continue to connect as long as there is signal. For in-home alarms, a built-in backup battery can keep the system running for up to 24 hours, helping ensure you can still get help when you need it most.

Yes, many of Careline365’s personal alarms can be used both at home and when you’re out and about.

Devices designed for use outside the home, such as watches and pendants, use a built-in SIM card to raise a call when help is needed. They also use GPS (Global Positioning System), the same technology used in your phone’s maps, to help identify your location during an emergency.

This means you can continue going about your day with the reassurance that help can be arranged wherever there is mobile signal, even if you’re unable to explain where you are.

For in-home alarms, the range is more limited, but they can still extend into areas like the garden, providing added security close to home.

Getting set up with a personal alarm is designed to be quick and straightforward.

Once your order is complete, your device is prepared and sent out with free next day delivery, so you can begin using the service as soon as possible. When it arrives, it’s ready to use straight out of the box, with only minimal setup required. Once any recommended charging is complete, you can typically be set up and ready to go in less than 10 minutes, with a simple test call to make sure everything is working properly.

If you need any support, the Careline365 team is always available to guide you through the process.

A key safe is a secure box outside your home that stores a spare key for emergency access.

It allows emergency contacts or emergency services to enter your home quickly if needed. While not required, it is strongly recommended, as it can help responders reach you faster in an emergency, when every second counts, and avoids the need for forced entry that could cause damage to your property.

Careline365 also offers a range of key safe options, which you can add to your plan during checkout. If you’re unsure what’s right for you, our team can talk you through your options and help you find the right setup.

Yes, you can use your own key safe with a personal alarm service.

You simply need to provide the code so that it can be shared with emergency responders if required, helping ensure quick access in an emergency. This information is stored securely as part of your EverNear Member Profile.

Just give us a call at 0800 101 3333. We’ll update your information.

If your details change just give us a call at 0800 101 3333. We’ll update your information instantly.

Currently, your online account lets you view your past orders, update your shipping address, and access your customer forms.

You can also refer a friend.

We plan on updating this in the near future, so please check back later.

An unwanted product can be returned for a refund within 30 days* of delivery as long as it’s still in its original, packaging. If an unwanted alarm is returned, all service charges will be refunded and all Careline365 require is the set-up fee.

This returns policy for opened and unopened goods is in addition to your statutory rights and applies to purchases made, online or over the phone.

Once you have told us you want to return an item, you should do so without undue delay and not later than 14 days from the day on which you informed us of your decision to cancel the order. The goods must be returned in a good condition and in their original packaging.

See here for more information.

Just give us a call at 0800 101 3333.

Yes, of course! Just give us a call at 0800 101 3333.

If you ever decide to cancel your subscription, we just ask for 30 days' notice so we can make sure everything is arranged properly for you.

To cancel your account, please contact us at 0800 101 3333.

Of course. Please contact us at 0800 101 3333.

Yes, you can move your equipment to a new address, just let us know first so we can update your details. Contact us at 0800 101 3333.

If you have an annual membership, and you should no longer require the Package before the end of the current annual subscription period, you are entitled to transfer the service to a friend or family member free of charge by calling us at 0800 101 3333.

We recommend plugging your digital alarm unit directly into your broadband router via an Ethernet cable. This is essential for the most reliable connection.

When setting up your alarm base unit please place it at least 1 metre away from landline phone.

Ensure it is positioned on a stable surface, away from heat sources and direct sunlight.

Please call us at 0800 101 3333 to let us know within 72 hours of losing your device.

If your personal alarm includes fall detection, it can automatically raise a call if a hard fall is detected.

Fall detection is designed to provide an extra layer of support in situations where you may be unable to press your button. However, it cannot detect every type of fall, so whenever you are able to, it’s always best to press your button yourself.

If a fall is detected and there is no response, the Careline365 team will follow the appropriate steps to check on you and arrange the support you need.

You can learn more about how fall detection works here.

After you choose your plan and complete your order, you’ll need to fill out our new customer form. This gives us all the information we need to provide you with 24/7 care.

After this, simply wait a day or so for your chosen device to be delivered to you, follow our simple setup instructions, and you’ll be good to go!

You will be asked to provide details about any medical conditions to support your personal alarm service. While this is optional, it is strongly recommended.

This information helps the Careline365 Care Team understand your situation and respond appropriately in an emergency. Where needed, relevant details can also be shared with 999 emergency services so they can arrive better prepared, especially in situations where every second matters. Your information is handled securely as part of your care.

To find out more about how we handle your data, you can check out our privacy policy.

We recommend that you choose people you both trust and who can reach you quickly in the case of an emergency.

For many this will be your close family, however for some this may not be convenient. If this is the case, we recommend you choose close friends or neighbours.

For Alarm and Monitoring Package subscriptions, we accept payment by: Direct Debit; Visa, Mastercard and American Express (debit or credit card); BACS; or Open Banking.

To setup payment by direct debit, you should have been asked to fill out a Direct Debit Form after placing your initial order.

If you weren’t, then please create an online account by following this link. Then, fill out the Direct Debit form that should be linked at the top of the page.

We'd be happy to provide you with any additional pendants or alarm devices you might need. Please call us at 0800 101 3333 to arrange.

We currently offer a limited installation service in Norfolk and Suffolk only. Please contact us for more information at 0800 101 3333.

To apply a promo or discount code:

• Proceed to checkout and enter your code in the ['Discount Code'] field.

• Click ['Apply'] to see your new total before finalizing your order.

• Only one code can be used per order.

If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.

We operate a number of different GPS Pendant Alarms. For help setting up your GPS Pendant, we recommend following the setup instructions in the manual that was included with your alarm.

You can also find the manuals for all of our GPS Pendants at the bottom of the GPS Pendant Alarms page in this FAQ section.

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For users with the above pendant:

If you need help, press the SOS button for 2 seconds, it will vibrate and the GPS will start
to ring. Both status lights on the pendant will flash and the device will vibrate to signal it is connecting to our Care Team.

When it connects, our Care Team will speak with you using the built-in speaker to arrange the help you need. This may be calling your nominated contacts or the emergency services.

If you are unable to respond, your nominated contacts will still be alerted and the emergency services if required.

With its location tracking function, help can be sent to you regardless of your location.

After the initial call, if your situation changes, or you would like to speak to the Care Team again, activate the alarm again.

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For users with the above pendant:

To send an alert for help, press and hold the two buttons on each side of the GPS Pendant Alarm at the same time. This will start the short pre-alarm sequence with distinct tone and vibration.

The light-ring around the Careline GPS Alarm will flash red to let you know an alert is being sent to the Care Team. A voice message will play, “Help alert in progress.”

A Care team operator will answer your call. While you are speaking with an operator, the Careline GPS Alarm will work in the background to obtain your current location and send it to the Care Team. Once you have been located, the operator will send assistance to your location.

When an operator ends the call, the GPS Pendant Alarm will flash green to indicate that it is still reporting your location and the Care Team can still call back. The alarm automatically stops reporting your location after 20 minutes. The green lights will then no longer appear.

• This is usually caused by overcharging. We recommend only charging your pendant once a day.
• If the battery is running out within a day, please contact us at 0800 101 3333

1. Ensure that the SOS button or running man is facing up when placed flush on the charging pad
2. Ensure that the cable is pushed in
3. Try a different socket
4. If the issue persists, please contact us at 0800 101 3333

With an IP67 water resistant rating our pendants can be worn in water for up to 30 minutes to a depth of 1 metre.

We still, however, recommend not submerging your pendant in water.

If you have a pacemaker, please do not wear the alarm as a pendant. We can offer you a keyring attachment or belt loop instead.

If you have any concerns, we advise consulting your healthcare provider or the manufacturer of your pacemaker for personalised guidance.

Your safety is our priority, and we are committed to providing technology that supports your independence with confidence and security.

Our fall detection devices use built-in accelerometers to detect sudden movements followed by a rapid stop, which typically indicates a fall. The system is carefully calibrated to reduce false alarms from normal activity, like sitting down quickly, while still aiming to recognise serious falls.

Because of this balance, fall detection can’t guarantee to detect every fall. Some types of falls may not meet the trigger conditions, and on occasion, non-fall movements might set off the alarm. The reliability of detection can also depend on how and where the device is worn.

That’s why, if you have a fall or need help and are able to, you should always press the button.

Fall detection is a powerful safety feature, but it should never be relied on as the only way to call for help. If you’ve had a fall, do not assume the alarm has gone through - press the button if you’re able to do so.

1. Set up your locator: Your Personal Alarm Watch comes with a home locator. It works with your watch to pinpoint your location inside your home, where GPS signal can be weaker.

Simply plug it into a central mains socket in your home and switch on. Two green lights will appear to indicate it is working and you’re ready to set up your watch.

2. Turn on your watch: To turn on your watch, press and hold the control button for 3 seconds.

Once it’s on, give the control button a short press to flick through different screens, like your step count and the time.

The screen goes blank after 10 seconds to save battery, but your watch is still protecting you. Give the control button a quick press to wake it up.

3. Make a test call: To make sure your watch is working, please make a test call by pressing the button for 3 seconds and following the given prompts.

If your Personal Alarm Watch has any of the following common issues:

• No mobile phone network is available: The watch displays an “x” in the top left of the display.
• It is not possible to call the watch
• It is not possible to trigger a test alarm

Then, first, please try turning the watch on and off again.

To do this, briefly press the button on the watch until you reach the blue “Power off” symbol. Then press and hold the button until the watch powers off. Then power the watch back on by holding the button for a few seconds. Check whether there is still a problem.

If there is then please first consult both the rest of the FAQs and the user manual (here). If issues still persist, then please call our support team at 0808 304 4869.

Your Personal Alarm Watch uses mobile networks to connect to us. If you are in a location where there is no mobile network signal then your watch won’t be able to connect to us, just like a mobile phone.

The Signal strength display on your watch will tell you when you do or do not have signal.

We take your privacy seriously. Your movements are never tracked day to day. Location sharing is only activated during an emergency call, and solely for the purpose of getting you the right help when you need it most.

Our GPS-enabled alarms need mobile signal to work properly. Without mobile signal, we may not be able to locate you or your alarm may not connect to our Care Team.

Our fall detection devices use built-in accelerometers to detect sudden movements followed by a rapid stop, which typically indicates a fall. The system is carefully calibrated to reduce false alarms from normal activity, like sitting down quickly, while still aiming to recognise serious falls.

Because of this balance, fall detection can’t guarantee to detect every fall. Some types of falls may not meet the trigger conditions, and on occasion, non-fall movements might set off the alarm. The reliability of detection can also depend on how and where the device is worn.

That’s why, if you have a fall or need help and are able to, you should always press the button.

Fall detection is a powerful safety feature, but it should never be relied on as the only way to call for help. If you’ve had a fall, do not assume the alarm has gone through - press the button if you’re able to do so.

Yes, your Personal Alarm Watch is water resistant, so you won’t need to take it off whilst in the shower, or when out gardening. However, it should not be fully submerged in water, so you will need to remove the watch when having a bath, a swim or doing the washing up.

For your safety and peace of mind, if you have a pacemaker or other implanted cardiac device, we recommend keeping your Personal Alarm Watch at least 15cm (6 inches) away from your device.

To minimise any potential interference, we also advise wearing the watch on the opposite side of your body from your pacemaker—typically on your right wrist if your pacemaker is implanted on the left side.

This guidance aligns with international safety standards, including ISO 14117 and IEC 60601-1-2, which outline electromagnetic compatibility requirements for medical devices to help prevent any potential interference from GSM modules and other wireless communication technologies.

While modern pacemakers are designed with robust shielding against everyday electronic devices, maintaining this safe distance ensures optimal performance and comfort.

If you have any concerns, we advise consulting your healthcare provider or the manufacturer of your pacemaker for personalised guidance.

Your safety is our priority, and we are committed to providing technology that supports your independence with confidence and security.

Your Personal Alarm Watch should be cleaned once a month.

We recommend using a glasses cleaning cloth moistened with water for rough cleaning.

Any dirt in the cracks of the housing should be removed with a soft, dry toothbrush.

Do not use soap or disinfectant for cleaning.

Your watch can check heart rate and blood pressure, taking about 30 seconds per reading.

For the most accurate results, wear it snug on clean, dry skin and stay still during readings.

We operate a number of different In-Home Digital alarms. For help setting up your Digital Alarm, we recommend following the setup instructions in the manual that was included with your alarm.

You can also find the manuals for all of our Digital Alarms at the bottom of the In-Home Digital Alarm page in this FAQ section.

We recommend using ethernet to connect your In-Home Digital alarm, we provide an Ethernet Cable with every In-Home Digital Alarm.

To connect:
• Plug one end of the ethernet cable into the ‘ETH’ socket in the back of your Alarm Base Unit. It should click when inserted.
• Plug the other end of the ethernet cable into an ethernet port, or ‘INT’ socket, at the back of the router. It should click when inserted.

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This means your In-Home alarm unit is trying to connect to a new pendant.

If you don’t need help, or are not connecting a new pendant, press the I’m OK button.

If you need help using your new In-Home Alarm, call us on 0800 101 3333.

Your In-Home personal alarm will continue to work as normal as long as there is mobile signal in your home.

If your internet connection goes down, the alarm will automatically detect this and switch to the backup SIM card built into the unit.

Once your internet connection is restored, the alarm will switch back automatically. There is no need to unplug or adjust any cables.

Yes, with an IP65 rating they're water-resistant, so can be worn in the shower.

However, we do still recommend not completely submerging your pendant in water, as they are not suited to be fully submersed in water.

Because of the small crevices on the underside of the pendant, dust and dirt can build up over time, which could lead to skin irritation.

To prevent this, we recommend removing the pendant and cleaning it with warm, soapy water at least once a week.

After cleaning, dry your pendant before putting it back on, also make sure your skin is dry too.

Our In-Home Digital pendants are made to also work in the garden. They have a minimum range of 50 metres.

When you first test your pendant, our team can do a range test with you, to check how much of your property it covers.

The pendant is made from a hypo-allergenic plastic, meaning it's suitable for those with sensitive skin.

You can access the Heart Rate monitor on your Samsung Smart Watch by doing the following:

1. Press the Careline365 heart on your watch screen.

2. On the next screen, press the white heart icon.

3. A large white heart will appear, after a few seconds, with your heart rate displayed in the middle.

In order to get the most accurate result we recommend resting your arm on a flat surface and keeping it still whilst using the Heart Rate Monitor.

To access your Step Count:

1. Press the Careline365 heart on your watch screen.

2. Your daily step count is shown on the screen next to the walking man.

Your step count will be refreshed daily.

1. Press the bell icon to access the reminders app.

2. Select the time and day/s, and how frequently you would like the reminder.

3. Enter the name or purpose of the reminder and press save.

We may need to know your watches unique code to help with a query. This can be found by:

1. Press the Careline365 heart on the watch screen.

2. Your unique watch code is below the step count.

Your watch includes a weather app through which you can see the weather in your location, and a forecast for the week ahead.

1. Press the date, below the time on your watch screen.

2. The weather app will appear, swipe up and down to scroll through the forecast.

3. Press the control/back button to return to the main watch screen.

Your watch is a IP68-rated device, this means you don’t have to worry about dust getting inside, and it’s safe if it falls in water – like a sink, bath, or a puddle and is retrieved quickly.

It should not be exposed to saltwater, chlorinated water or hot soapy water.