FAQs

Read our quick and easy frequently asked questions.

Adding a Bio

  • How do I raise/set-off an Alert?

    The way that you raise an alert depends on the alert activation option you have selected in settings. This can be one of the following: 

    Press and hold

    If you select ‘press and hold’ the ‘send Alert’ button will appear above the ‘home’ tab on the dashboard. If you have an emergency, hold that button down for five seconds to raise an Alert. 

  • What happens when I raise an Alert?

    When you raise an Alert, your active emergency contacts will recieve an SMS and email containing a link to view your location and uploaded audio/videos. Your alert will also be picked up by the Command Centre and Response Partner and they will action a co-ordinated and appropriate response based on your escalation policy.

  • What is an Alert?

    An Alert is when your active Emergency Contacts are sent an SMS and email containing a link to view your location and uploaded audio/videos; and the Command Centre and Response Partner receives an Alert notice that you are in trouble.

  • What is the Distress PIN?

    Also know as the Duress PIN, if you are forced to cancel an alert by an attacker the duress pin provides an additional layer of security. When cancelling the alert use the passcode 9999. This will escalate and prioritise the alert notifying the command centre that you have been forced to cancel the alert.

  • What is tracking?

    When you login to the app we will identfy your location and keep a record of your movements. This information will be stored in the cloud in case it is needed and will be avaiable to you and to the command centre. Your emergency contacts will not be aware of your location until you create a journey or set off an alert.

Out And About

  • If the Keypad is locked can I still activate an Alert?

    Alerts can be raised whilst the app is running in the background and the screen is locked by shaking the phone only when the activation mode is set to shake.

  • Can I still use the phone when it is in Alert mode?

    The phone can still be used to make and receive calls when you are sharing your location through Journey mode and alert mode.

App Settings

  • Can I Alert certain contacts only?

    You can create different Groups of emergency contacts. You can then choose which groups receive alerts, by turning them on or off within the Contacts section of the app.

  • Do I have to shake the phone to raise an Alert?

    You can raise an alert by either shaking the phone or pressing and holding the alert button. You can also use a wearable Panic Button to raise an alert if you have one paired and connected. The activation method can be set by navigating through Menu - Settings - Alarm Profile and editing your selected profile.

  • Can I use Press and Hold to set off an alert?

    You can raise an alert by shaking the phone or by pressing and holding the alert button. You can also use a wearable Panic Button to raise an alert if you have one paired and connected. The activation method can be set by navigating through Menu - Settings - Alarm Profile and editing your selected profile. Please contact your service provider to discuss Panic Button options. 

  • What is the Duress PIN?

    If you are forced to cancel an alert by an attacker the duress pin provides an additional layer of security. When cancelling the alert use the passcode 9999. This will escalate and prioritise the alert notifying the command centre and or Response Partner that you have been forced to cancel the alert.

  • Why is the Duress PIN set to 9999 by default?

    The Duress PIN should be a number that you can remember whilst in a stressful situation and it cannot be your date of birth. This is set by your service provider. 

  • Can I change the Duress PIN?

    No, this is set an admin level. The Duress PIN should be a number that you can remember whilst in a stressful situation and it cannot be your date of birth.

  • How do you handle users who generate a lot of false alerts?

    There is a full history of Alerts displayed on the control panel for each user together with controller notes relating to those Alerts. This provides as much context as possible to the individual and clearly if there is a high instance of false alerts then the Command centre and or Response Partner may wish to take extra steps to check that the user is in trouble before escalating.

  • How many people can I send the Alert to?

    There is no limit to the number of Emergency Contacts that you can include in your contacts. You will then be able to send an Alert to all those that you have activated either as individuals or in groups.

  • Who do I notify when an Alert is triggered?

    When you raise an Alert, your active Emergency Contacts will recieve an SMS and Email containing a link to view your location and uploaded audio/videos. Your alert will also be picked up by the Command Centre / Response Partner and they will action a co-ordinated and appropriate response based on their Escalation Policy.

  • Can I change the sensitivity of the Alert trigger?

    The method and sensitivity of the alert activiation can be changed within the different Alarm Profiles in Settings. You can switch between shake and press to hold to activate and you can change the shake strength and length of time in order to reduce the chance of accidently activating the alert. This would be useful, for example, if you wanted to use the app whilst out jogging.

  • How do I change the video and audio settings?

    You can change the video and audio settings in Alert Settings.You can change the video and audio settings in Alert Settings.

  • How long are the videos?

    In your Alert Settings you decide how many videos you want the alert to generate and how long each video will be - anything between one and ten videos of either 10, 20 or 30 sends in length. This helps reduce battery and data usage. 

  • How do I change the number of videos?

    In your Alert Settings you decide how many videos you want the alert to generate and how long each video will be - anything between one and ten videos of either 10, 20 or 30 sends in length. Shorter videos mean that they can be uploaded to the Dashboard quicker, with less data and battery usage.

  • Can I change the length of videos?

    In your Alert Settings you decide how many videos you want the alert to generate and how long each video will be - anything between one and ten videos of either 10, 20 or 30 sends in length. Increasing the length of your videos will increase data usage and uploads.

  • Why would you want to change the length and number of videos uploaded?

    You may want to collect longer evidence session for use in court at a later date, such as stalking cases or may wish to not use any data at all and therefore turn off video capture all together.

  • Will it use a lot of data to send the video?

    A typical alert of 3 times 10 seconds videos will use roughly 1 MB of data which is very little on a normal data plan.

  • Can I decide which of my contacts can follow me?

    You can choose which Emergency Contacts can see your journey by activating individuals or Groups within contact settings within the app.

  • How accurate is the tracking?

    The accuracy of the tracking is down to your phone and the network connectivity, but it can be as accurate as 2 meters. Factors such as being inside or outside affect the accuracy of your location. 

  • Am I tracked if I am inside?

    If you move inside, as long as your phone can use GPS, WiFi and 3G your location will continue to be shared. Where Bluetooth Low Energy indoor positioning has been installed it will also be used to track which floor and which room you are in.

Account & Profile

  • Why does the App ask for my date of birth to cancel an alert?

    Your Date Of Birth is simple, easy to remember, and unique to you so that you can quickly turn off an alert, even in a stressful situation, but a stranger is unable to shutdown the app on your behalf. You will be asked to enter your date of birth as DD/MM, for example, if your birth date is March 23rd, your pin will be 2303. 

  • Am I always being tracked?

    As long as you are logged in to the app and you have connectivity your location will be recorded.

Alerts

  • How do I trigger/set-off an Alert?

    You can set off an alert using the appropriate activation method (shake or press and hold) at any time during the journey if you are in danger.

  • How do I know if an Alert has been activated?

    You will know when an alert has been activated when you see a red alert screen. If you have chosen the stealth alarm profile setting then you will not see a red screen, as the alert has been triggered silently. If you shake the phone a second time it emits a high pitched alarm and strobe lighting.

  • Are the Alerts only sent via SMS?

    We send Alerts via both SMS and email, depending on how you have setup your Emergency Contacts.

  • How do I cancel an Alert?

    To cancel an alert you should enter your date of birth (DD/MM)

  • How can my Contacts see my alerts ?

    When an alert is activated, your Emergency Contacts recieve an sms and email containing a link to the alert page which has your location, uploaded video/audio, any notes that you have made and personal details. This ensures they they have as much information as possible in order to better respond to the alert.

  • What should I do when I receive an Alert?

    When you receive an alert you should follow the Escalation Policy either of the Security Response Provider or that you established when you were set up as an Emergency Contact.

  • What do I do if one of my friends triggers an Alert?

    When you receive an alert you should follow the Escalation Policy either of the Security Response Provider or that you established when you were set up as an Emergency Contact.

  • Who deals with the Alert?

    Your alert will be dealt with in accordance with the Escalation Policy either of your Security Response Provider or that you have established with your Emergency Contacts.

  • Can the Command Center view a user's camera?

    The Command Center can only view videos and audio uploaded to the cloud and cannot access the camera or audio independently.The Command Center can only view videos and audio uploaded to the cloud and cannot access the camera or audio independently.

  • Can I view the recorded video/audio files?

    Your Alert History is available within your profile under the "Alerts" button. This shows you a full list of the Alerts that you have raised together with the location, location map and any uploaded audio/video or notes related to that Alert. 

  • What is a Heartbeat?

    Heartbeat provides reassurance that the App is working by vibrating while tracking and/or after an alert has been raised. The App will vibrate intermittently similar to a heartbeat once it has been activated in Alarm profile settings for Alert mode or Tracking mode. This is great to know the app is active whilst in your pocket or bag. 

  • How does Heartbeat help me?

    Heartbeat provides reassurance that the App is working by vibrating while tracking and/or after an alert has been raised. This is designed to give you greater confidence whilst being tracked which will make you appear less of a target then if you appear nervous or vulnerable. Heartbeat is also excellent when your phone is in your pocket or bag, and you can feel it is active. 

  • What happens when I reach the end of my Journey?

    At the end of the journey you will be asked if you are safe and can either enter your date of birth to close the Journey and notify your contacts that you are safe or choose to set off an alert.

  • What is a Meeting Alert?

    A Meeting alert is also known as a Timer alert. This is a countdown timer that you set before entering a potentially dangerous environment or journey. 

Journey

  • What is a Journey Alert?

    A Journey allows you to notify your friends, family, and co-workers of your movements between a start and end location.

  • How do I create/start a Journey?

    Within the Journey section you are taken to your current location on a map and you can enter your start point or can touch the current location button to automatically find your location. You then enter your destination point on the map or via an address / post code. Each journey must have a minimum distance of 100 meters. Click on start journey to notify your contacts and to start your journey.

  • Can I set up multiple Journeys?

    You can create only one journey at a time. Once one journey has been completed or cancelled a new journey can be created.

  • Can I save locations in Journey mode?

    You can save locations by clicking the star icon next to the address that you enter as the start or destination for your journey. You will then be able to name this location and use it for future journeys.

  • Can I add comments about my Journey?

    You can enter notes about your journey, including method of transportation and any potential detours, the purpose of your journey or people you plan to meet.

  • Can I add an estimated time to complete my Journey?

    When creating a Journey you will have the option of also setting up a Timer alert which will activate should the Journey take longer than you anticipate. You can manually add time to the countdown timer, if you need to. 

  • Who can see my Journey?

    Your active Emergency Contacts can see your journey via a link sent in an SMS and email and your location will be communicated to the Dashboard/Rresponse Partner.

  • How do you contact my Emergency Contacts?

    Your active Emergency Contacts will receive SMS and email notification letting them know when you start and complete your journey, or if you raise an alert. 

  • Why have I stopped being tracked?

    If you are no longer being tracked you have either lost connectivity or have logged out of the app. Your location is not shared once the app is closed. 

  • Can I add details of the Meeting?

    When setting up a Timer alert, you are asked to add some details about your situation, such as relating to the journey you are undertaking or the meeting that you are attending. This will be shared with your emergency contacts if the timer runs out and an alert is activated.

Meeting

  • What is a Timer Alert?

    A Timer alert is a time based alert, which automatically raises an alarm when the timer runs out. The timer runs independently in the cloud and not on your phone which means that it will activate even if you run out of battery, lose signal or if the phone is destroyed in an emergency situation.

  • Can I add details relating to a Timer alert?

    When setting up a Timer alert, you are asked to add some details about your situation, such as relating to the journey you are undertaking or the meeting that you are attending. This will be shared with your emergency contacts if the timer runs out and an alert is activated.

  • What happens if my Meeting overruns?

    You can extend the Timer alert at anytime by simply going into the timer on the app and clicking on the "add time" button.

  • Can I cancel a Timer alert?

    You can cancel a Timer alert at anytime by entering your Date Of Birth, in the format DD/MM. 

Panic Button

  • How are the Alerts sent?

    The Alerts are sent over the data (cellular or wifi) network directly from the phone to our cloud infratructure.

  • How do I get the phone to make an alarm sound?

    When the alert is first activated your contacts and the command center / Response Partner are notified that you are in need of assistance. On shaking the phone for a second time it will emit a high pitched alarm and strobe lighting. This is used to draw attention to your situation in order to discourage a would be attacker or thief.

  • What are the different types of Alert?

    The different Alert profiles include Stealth and Deterrent.

  • Can I set off an alert secretly?

    Yes, you can use Stealth mode by changing your alarm profile in Settings. This allows you to activtae an alert without any obvious sign that your phone is being tracked. 

  • How does the Phone work as a Deterrent?

    The Deterrent mode makes it very obvious that an alert has been raised. Anyone looking at the phone will see that GPS location and audio/video evidence have been uploaded. In certain situations awareness of an alarm being raised can deter someone from attacking or stealing a phone. After two shakes the phone goes into alarm mode, producing a high pitched sound and strobe lighting to draw attention to the situation.The Deterrent mode makes it very obvious that an alert has been raised.

  • Why do you record video?

    Video and audio are recorded in the event of an alert being activated in order to provide as much information as possible to Emergency Contacts and the Command Center/Response Partner so that they are able to action a co-ordinated and appropriate response.

  • What camera is recording the video?

    By default we use the back camera to record video in order to get as good a view as possible of your situation and any potential threat that you face. However in your Alert Settings you can change this to the front camera.

Notifications

  • How do I set up location sharing?

    When you login to the app we will identfy your location and keep a record of your movements. This information will be stored in the cloud in case it is needed and will be avaiable to you and to the command centre/response partner. Your emergency contacts will not be aware of your location until you create a journey or set off an alert.

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