Careline365 FAQ

A Careline alarm is a simple, life-saving personal alarm system designed to help older adults live safely and independently at home. It provides reassurance to both users and their families by ensuring help is always available when it’s needed most.

With the press of a button, the Careline alarm instantly connects the user to our 24/7 emergency care team. You’ll be able to speak directly with a trained operator who will quickly assess the situation. If required, they will contact your pre-designated emergency contacts, such as family members or carers, and arrange assistance from the emergency services.

A Careline alarm is designed for anyone who wants extra safety, confidence, and peace of mind at home. It’s suitable for people of all ages who may need quick access to help in an emergency.

Careline alarms are especially beneficial for older adults, people living alone, and those who may be prone to falls. They’re also ideal for anyone managing a long-term health condition or recovering from illness or surgery, as well as individuals who want to maintain their independence at home while knowing support is always available.

Our own technology, service, and team work together to give you a quick response and the best care when it matters most.

In October, our average response time to speak to a member of our team, not an automated system, was 12.8 seconds.

Our emergency care team are TSA accredited.

Based in Norwich, our 200+ staff support our members and their families across the UK. We never outsource our core service - our people.

Every person who answers your call is vetted, employed, and trained by us and is committed to your safety. Many bring experience from emergency services and care sectors, so you can trust that you're always speaking to someone reliable who cares.

No! All of our alarms are made with the digital switchover in mind. Our In-Home alarms connect either via your broadband connection, or via the mobile network.

To find out more about the digital switchover, see here.

A fall detection alarm is designed to keep you safe even if you’re unable to press your button. If you experience a trip or fall and are hurt, dazed, or unconscious, the device automatically raises a call to our Care Team on your behalf.

Our Complete Plan, Personal Alarm Watch, and GPS Pendant are all available with fall detection.

All of our subscription plans include an alarm of your choice that connects you to 24/7 support and care from our in-house Emergency Care Team, accredited by the TSA and praised by thousands of our members.

They’ll speak to you directly through your device. If you’re unable to respond, they’ll notify your nominated emergency contacts or alert the emergency services to make sure you receive the help you need.

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.

Of course! As long as you have their permission you can fill in their details for them in our post order customer details form.

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.

VAT is chargeable unless a VAT exemption form is completed. You can fill that form in for the person you're purchasing for after checkout.

If you have one of our in-home alarms we recommend connecting via Wi-Fi or Ethernet, which will ensure a stable connection.

For out of home, GPS enabled devices, these connect to the UK’s mobile phone network, meaning that anywhere your phone receives signal our devices do too.

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

Our alarms are all water resistant, so you can use them in the shower or bath; however, none should be fully submersed in water or overly soaked.

For a more detailed answer, please consult the guide for your specific alarm.

If you choose either our Personal Alarm Watch, or our Samsung Smart Watch, then you will.

The rest of our devices are instead rented out to you for the length of your subscription.

No, your SIM comes preinstalled, and all calls are included in the cost of your Careline subscription, so you won't be charged extra when you need to talk with our team.

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

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.

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 there's a blackout or your electricity gets cut.

A key safe lets either your emergency contacts or the emergency services access your home in the case of an emergency. Therefore, we highly recommend that all of our customers install one.

Once your key safe has been installed all you need to do is provide us with the code, either in your new customer details form, or by calling us and asking us to update your details. We only give this code out to your selected emergency contacts or to the emergency services during an emergency.

We offer three types of key safes, see here.

No, we simply need the code to your key safe, so that we can provide it to a first responder in the case of an emergency.

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 you're unable to speak, and the operator hears silence or senses something isn’t right, they’ll send help immediately. You’re always taken care of.

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!

Yes, we need to be aware of any medical conditions you may have. You can tell us whilst filling out your new customer form, or by updating us through a quick phone call at 0808 304 4869.

We need this information so that we know how best to respond in the case of an emergency.

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.

To setup your Q20 GPS Pendant:

1. Plug in the charge dock into any mains socket in your house.

2. Place the pendant on top of the dock and the lights on the charger will turn Blue. The Charging pad should turn Green to signify it's fully charged.

3. It takes approximately 3-5 hours to recharge after the device announcing 'Low Battery'.

4. Once charged, please test your alarm by pressing the SOS button for 2 seconds, you will then connect to our Care Team. Just let the Care Team know you are testing your alarm and they will talk to you to ensure everything is set up correctly.

Q20:

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.

GO:

To send an alert for help, press and hold the two buttons on each side of the GO GPS 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 GO GPS 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.

1. This is usually caused by overcharging
2. Press one button for 5 seconds to perform a system check to see the battery level, press one button again for 5 seconds to cancel the system check
3. If the battery is running out within a day, please contact us at 0800 101 3333

1. Ensure that the 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

If you have a GPS Pendant you can enable flight mode by pressing one of the buttons on the Pendant down for 10 seconds. The alarm will announce "Flight mode enabled". To switch on, press both buttons together.

The alarm may be experiencing poor signal:
1. Press one button down for 10 seconds to place the alarm into flight mode
2. Take the alarm outside and press both buttons together to initiate a test call
3. If the issue persists, please contact us at 0800 101 3333

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

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.

If you have a GPS Pendant with Fall Detection, you can still raise a call to our team by pressing the button like normal.

If a fall occurs, your pendant will sense that there has been a fall and automatically call us, without you needing to press the button. It measures loss of altitude and speed to know a fall has happened.

If a call is raised by mistake, please do not worry. Before the call connects to our Care Team, promptly press the SOS button firmly once to cancel the false call, or when answered by the Care Team, mention it was a mistake call.

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.

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.

1. If your power cable has a straight end, plug it into the back of the alarm base unit. Give it a light tug to make sure it’s secure.

If it feels loose or doesn’t stay in place, turn the end connected to the base unit a quarter turn to the right (clockwise) until it locks.

If your cable has an L-shaped end, simply connect it into the back of your alarm base unit until it fits firmly.

2. Push the cable into the input and twist 90 degrees clockwise, or until resistance is felt or a click is heard, to lock into place

3. Push the power cable into a socket, ideally not an extension lead

4. There should be a solid red status light in the top right corner

5. The status light will turn green, and the alarm will verbally announce, “Hello, ready & waiting”

6. To make sure your alarm is set up correctly please make a test call. Wait a minute after the status light has turned green as to not overload the alarm before testing

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.

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, they're water-resistant, so can be worn at all times.

Whilst we do still recommend not completely submerging your pendant in water, IP67 rating means our pendants can be worn in water for up to 30 minutes at a depth of up to 1 metre.

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. Our non Fall Detection pendants have a minimum range of 600 metres, whilst those with Fall Detection have a minimum range of 50m.

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. On the back is a metal backplate. Please note this is not the battery, the battery is underneath the backplate.

Follow these steps to pair a peripheral device with your in-home digital alarm:

1. Enter Registration Mode
   Press and hold the “I’m OK” button on the alarm until it announces “Registration Mode”.
2. Activate the Peripheral
   Press the button on the peripheral device.The alarm should announce “Trigger Detected”.
3. Exit Registration Mode
   Press the “I’m OK” button once more to end Registration Mode.
4. Test the Connection
   Press the peripheral button to send a test call and confirm it is linked and working correctly.
   
   

My pendant is still not linking

Pairing mode 
Press the OK button down for 10 seconds then release, do not press OK again Press down on the peripheral until the alarm announces that the peripheral is paired Press OK once to end pairing mode Test the peripheral to see if it now works.

Unable to enter pairing mode 
Perform hard reset (remove power cable and battery for 10 seconds) Try entering pairing mode again If the peripheral does not pair or call through successfully, contact us

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.