Frequently Asked Questions
Still have questions about HelpButton? Our Frequently Asked Questions section below should help give you the answers you are looking for. If you still have questions, feel free to give us a call at (800) 554-4600.
How do I test my Mobile Alert?
Every medical alert system from HelpButton utilizes a silent weekly test to ensure your device is always working properly. This free check-in feature allows HelpButton to know that your Mobile Alert is communicating with our monitoring center.
We encourage you to perform a monthly test of your device as an additional confirmation that everything is functioning properly.
Who do I speak to when I press my help button?
Your call is sent directly to our UL-listed monitoring center and is answered by one of our highly trained Care Specialists, who are available 24/7.
How do I communicate with the operator?
After you press your help button, you will speak to one of our TMA-certified Care Specialists using the built-in microphone and speaker in your device.
What happens if I can't communicate?
If we are unable, for any reason, to communicate with you, a TMA-certified Care Specialist will reach out to those on your preselected contact list (family, neighbors, EMS, etc.).
What is the average response time after I push my button?
The average response time is approximately 20 seconds. We encourage you to test your system monthly, at which time you will be able to see how quickly we respond.
Who will be notified when I have an emergency?
Unless you tell us otherwise, we will notify those on your contact list.
Is the Mobile Alert waterproof?
Yes. The Mobile Alert is waterproof and safe to use in the shower.
How long will the battery last on a full charge?
The battery can last up to 5 days on a single charge. We recommend that you get in the habit of charging the device each night.
Can the Mobile Alert automatically detect falls?
Yes. If you choose the Supreme package, your Mobile Alert will be programmed to automatically detect when a fall occurs and alert us for help.
Can I change my monthly plan at any time?
Yes, of course. Just call customer service at 800-998-2400 and we’ll be happy to assist.
How do I update or change my account information?
Simply call customer service at 800-998-2400 and give us your new information so that we can update your account.
What are your customer service hours?
Our customer service team and monitoring center are fully staffed 24/7. Call us anytime at 800-998-2400.
How do I cancel service?
If you no longer require our service, simply give us a call at 800-998-2400 and a Care Specialist will walk you through the return process.