Careline FAQ | Personal Careline Alarm Service

Getting started

Most of our members have their alarm working within minutes of unpacking it. We include simple setup instructions, and our friendly team is always here on 0800 101 3333 if you need any help getting started.

Our one-off setup fee covers getting your alarm ready to use and managing your account for life, so there are no surprise costs later. This setup fee doesn't apply to our Personal Alarm Watch or Smart Watch.

Over 94% of our customers qualify for VAT exemption due to age or health conditions. You qualify for VAT relief if you have a disability or a long-term illness and you are buying the product for your own personal or domestic use.

Find out if you qualify for VAT relief.

If you change your mind, you can cancel your subscription to our Personal Alarm Care Service and return your products for a refund within 30 days of delivery, if the products are still in their original, intact packaging, and the product has not been used, tested or damaged. We will then refund your initial subscription charge and any product costs, excluding our set-up fee, which is non-refundable.

Using your alarm and our service

We recommend wearing your personal alarm at all times to stay protected. If your alarm needs charging, the best time is while you're sitting down relaxing - just pop it on charge next to you and put it back on when you get up.

Our alarms are designed to be worn day and night, including in the shower or bath, which is often when people need help most. All our alarms are water-resistant or waterproof, but we recommend checking your specific alarm's details to know exactly what protection it offers.

Our in-home alarms work from 100 to 600 metres from the base unit, covering your entire home.

Our out-of-home alarms do not need a base unit and work anywhere with a mobile signal.

Don't worry, just tell our team it was an accident when they answer. We'd much rather you pressed it by mistake than needed help and couldn't reach us.

Our team are trained to speak clearly and will keep trying to communicate with you. If they can't hear you respond, they'll assume it's an emergency and send appropriate help.

Real people from our UK-based Care Team answer our calls. They're specially trained to help in emergencies and answer within seconds.

Our digital alarms connect through mobile networks, so you don't need a landline or broadband. However, if you have home Wi-Fi, we recommend connecting to that for the strongest possible connection. They're fully ready for the UK digital switchover.

Our out-of-home alarms work through mobile networks wherever you go, so you'll have protection as long as there's a mobile signal at home, in the shops, or visiting family.

Our team will try all your emergency contacts and call the emergency services directly. You'll never be left without help.

We recommend testing your alarm monthly, and we're always here if you want to do a test call. Our systems also monitor your alarm's health automatically by checking it is still connected to power.

Once you've ordered your Careline365 personal alarm, we'll need some details about you. We'll send you a simple form to fill in online, or you can request a paper copy.

On this form, you'll tell us who your emergency contacts are, listed in order of priority. If you ever want to check who's on your list or change any details, just give us a call - we're always happy to help.

Technical and troubleshooting

Our in-home alarms have backup batteries lasting up to 24 hours, and our out-of-home alarms keep working on their own batteries. You stay protected even when the power's off.

Our digital in-home alarms are designed for the new phone line system and won't be affected. If you have an older analogue alarm, we can help you upgrade to stay protected.

Yes, you can, however...

The following should be noted regarding the use of a Personal Alarm Watch, Personal Alarm Smart Watch, and GPS Pendant Alarm for persons with pacemakers or defibrillators:

The device contains a GSM module like a smart watch. Current studies recommend a minimum distance of 15cm between smartphones/smart watches and a cardiac implant/pacemaker/defibrillator. To prevent possible interference with a pacemaker, you should not use the device on the side of your body where the pacemaker is located.

If you're having trouble accessing your order status page, don't worry, the steps below will help.

First, have a look in your email inbox, including any spam or junk folders, as your login code should be waiting there for you. The email will be from info@careline365.co.uk.
If you can't find it or the code has expired, simply click "Resend code" on the login page. Remember to use the newest code we send, as this makes any previous ones invalid.
Your code will work for 15 minutes once we send it, so it's best to use it straight away.
For security reasons, if there have been several unsuccessful attempts, your account might be temporarily locked for 30 minutes.
Still having trouble? Give our friendly team a ring – we'll be happy to help and can even email the forms directly to you if needed.

You can log a complaint through any of the following methods: