Frequently Asked Questions

1-855-319-HELP(4357) | 315-857-8939
7758 Maple Road
Baldwinsville, NY 13027

Do you require long-term contracts for your services?

No, we do not require a long-term contract. Our services are offered on a month-to-month basis.

How can I cancel my service?

Customers can cancel the service by placing a call to our office at (315) 857-8939, Monday-Friday, 8:00am-4:00pm. It is required that you return the device back to us immediately. This can be done by: calling our office to schedule a time for a technician to pick it up, drop it off at one of our office locations, or ship it directly to our main office which is 12 Oswego Street Baldwinsville, NY 13027.

Who installs the system?

A local in-house technician will perform the installation along with any necessary training. If preferred, all systems and instructions can be shipped to your home for a small fee.

How do I sign up for your services?

You can call us directly at (315) 857-8939 and we can schedule a time with you to send our technician to your home for installation. If you prefer that we ship the device to your home, then we will make the necessary shipping arrangements.

How much does it cost?

Please call our office directly at (315) 857-8939 for pricing information. 

What if I need technical assistance?

You can call us directly at (315) 857-8939 to troubleshoot over the phone
​or schedule a time to have a technician come to your home.

If I press the button will I get charged?

Definitely not. Our system is there for you 24 hours a day, 365 days a year. We recommend that you test your device weekly.

How do I test my device?

You can test your device by simply pressing your pendant. Wait until you hear an operator and let them know that you are just testing the device.

Will someone be available if I have questions or concerns?

Our monitoring center is available 24/7 to answer any questions or address any concerns. They can be reached at 1-877-206-9141 or by pressing your pendant. You can also contact our office Monday-Friday, 8:00am – 4:00pm at (315) 857-8939.

Will it work from my yard?

Yes! Our traditional or cellular units have a pendant range of 600-1,000ft. We recommend that you perform range tests in common areas inside and outside of the home. If preferred, this can be done with the assistance of our technician at any time! Our mobile device can be used anywhere, anytime.

What if I lose consciousness, can’t speak,
or am outside of the home when I need help?

If at any point in time you are unable to communicate with the operators, then our monitoring center will immediately call an ambulance for help.


Our monitoring center who is available 24/7 will immediately call all friends and family. If it is an emergency then necessary emergency personnel will be called first. If preferred, we can customize this list so that a friend or family member is called prior to dispatching emergency personnel.

What happens if the pendant gets lost or broken?

We will either mail a replacement or have our technician come out to your home.

Is the pendant waterproof?

Yes, it is completely waterproof. All of our medical devices can be worn in the shower. It is not recommended that any device be submersed in water (i.e. bath).

If electricity is lost, will the equipment still work?

Yes, the device has a rechargeable backup battery that lasts up to 80 hours.

What if I am on the phone when I need my medical alert device?

For all of our traditional devices, a working phone line is required to send for help. Our cellular and mobile devices do not require a working phone line to send for help, they utilize the AT&T cellular towers to connect to our monitoring center.

What if I don’t have a landline in my home, can I still use your service?

Yes! You have the option of utilizing our cellular or mobile device if you do not have a landline.

Do I need a cell phone to use your cellular device?

No. The only requirement is that your home is in an area that receives good cellular coverage through AT&T. You can find this information out by calling us directly at (315) 857-8939 or utilizing AT&T’s website at