Download Med Alert Pro using the approved iPhone or Android QR code shown near the top of this page.

Press and hold the SOS/power button for approximately 3–5 seconds until the device powers on. This applies to the Necklace/Pendant, Round Watch, Rectangular Watch, and Square Watch.

We recommend checking your Smart Med Alert device at least once each day to make sure it is powered on and ready to use. Briefly press the SOS/power button one time.

If the device is powered on, the screen should wake immediately and display the time.

If the screen does not wake, check the battery level and charge the device if needed. It is a good idea to confirm the device is powered on regularly rather than waiting until you need to use it.

Call Smart Med Alert Customer Support at (866) 339-3827 to activate your device and monitoring service.

If you are unsure whether your device is already active, a Smart Med Alert representative can assist you with confirming activation status and/or walking you through a test call.

No. Your Smart Med Alert device uses its own cellular connection and does not require a nearby smartphone to contact the monitoring center.

No. Med Alert Pro is an optional feature available with a qualifying service plan. Your medical alert device can contact the monitoring center without the app.

While the device is powered on, press and hold the SOS button for approximately 3–5 seconds. The device will begin connecting you with the monitoring center.

“HELLO” indicates that the device is powering on and may also appear after certain automatic system or network updates. “BYE” indicates that the device is powering off and may also appear when the battery is completely depleted.

The display automatically turns off after a period of inactivity to help conserve battery. To wake the display, briefly press the SOS/power button one time.

Press and hold the SOS button for approximately 3–5 seconds and allow the call to connect. When the monitoring professional answers, simply say: “This is a test call.”

We recommend placing a test call once each month. You should also place a test call after a major power outage in your area to help confirm that the device has successfully reconnected to cellular service.

Digital user manuals are available here: View device user manuals

Certain local watch features may work before activation, including alarms, step tracking, and supported wellness features. However, SOS monitoring, GPS services, and fall detection will not function until the device and monitoring service are activated. Wellness readings are estimates only and should not be used for medical diagnosis or treatment decisions.

First, connect the device to its magnetic charger. Make sure:

• the magnetic charger is positioned correctly across the charging contacts

• the USB end of the charging cable is fully inserted into the wall adapter

• the wall adapter is securely connected to a working electrical outlet If the battery is completely depleted, it may take approximately 30 minutes to 1 hour before the device shows a charging indication. Allow the device to charge and then try powering it on by pressing and holding the SOS/power button for approximately 3–5 seconds.

  If it still does not respond:

1. Remove the device from the charger and try powering it on again.

2. Reconnect it to the charger.

3. Perform the reset procedure for your device model.

4. Wait approximately 30–60 seconds.

5. Try powering the device on again.

   If the problem continues, contact Smart Med Alert Customer Support at (866) 339-3827.

When a watch is charging, you should see a charging battery icon or a battery icon with a lightning bolt in the upper-right corner of the screen.

If the watch is powered on while charging, the display will also show: Screen Locked The watch cannot be used while it is connected to the charger.

Watches: Swipe your finger from the top of the screen downward to open the dropdown panel. The battery icon appears in the upper-right corner of the screen.

Necklace/Pendant: The battery indicator appears in the upper-right corner of the normal time display.

Both the watches and Necklace/Pendant typically take approximately 2–3 hours to charge from 0–100%.

Actual charging time depends on the remaining battery level.

Watches: Watches typically last approximately 1–2 days per full charge and are often closer to one day during normal use. We recommend checking the battery daily and charging the watch each day as needed. A full charge from approximately 0–100% typically takes 2–3 hours.

Necklace/Pendant: The Necklace/Pendant typically lasts approximately 1–3 days per full charge, with 2–3 days being common under normal conditions. A full charge from approximately 0–100% also takes approximately 2–3 hours, but because the Necklace/Pendant generally lasts longer between charges, approximately 30 minutes to 1 hour of daily charging is often enough to maintain the battery when it is not fully depleted.

Actual battery life and charging needs vary based on usage and cellular signal strength.

Leaving the device on the charger overnight is not recommended. A full charge typically takes approximately 2–3 hours, so extended overnight charging is generally unnecessary. Remove the device from the charger once charging is complete.

No. The device cannot be used while connected to the charger. Allow it to charge, then disconnect it before normal use or before placing an SOS/test call.

The magnetic charger attaches correctly in one direction only.

If the charger does not sit properly across the metal charging contacts on the back of the device:

1. Remove the charger.

2. Rotate it 180 degrees.

3. Reconnect it across the charging contacts. You should feel the magnetic connection when it is positioned correctly.

   If the charger still does not magnetically attach, contact Smart Med Alert Customer Support at (866) 339-3827.

Check the following:

• Make sure the magnetic charger is positioned in the correct direction.

• Confirm that it is aligned across the charging contacts on the back of the device.

• Make sure the USB end of the charging cable is inserted fully and securely into the wall adapter.

• Try a different electrical outlet.

• Inspect the charging contacts for dirt or residue.

• Inspect the charging cable and adapter for visible damage.

• Confirm that the expected charging indicator appears on the device.

  If the device still does not charge, contact Smart Med Alert Customer Support at (866) 339-3827.

Disconnect the charger from power and remove the device from the charger. Gently clean visible residue using either:

• a very lightly damp soft cloth, or

• a very lightly damp alcohol pad. Do not saturate the contacts. Allow the charging contacts to dry completely before reconnecting the charger.

  Never reconnect the charger while the contacts are still damp.

For the most reliable charging experience, use the charging cable and USB wall adapter supplied with your Smart Med Alert device.

If you are having trouble with the supplied charging equipment, contact Customer Support at (866) 339-3827.

If you need a replacement charger, call Smart Med Alert Customer Support at (866) 339-3827 or send a message through the Contact page. Contact page: Contact Smart Med Alert

Battery life varies depending on device model, cellular signal strength, and usage.

Watches: Typically provide approximately 1–2 days of use per full charge, with battery life often closer to one day depending on usage and signal conditions.

Necklace/Pendant: Typically provides approximately 1–3 days of use per full charge, with 2–3 days being common under normal conditions.

Weak cellular signal can cause the device to use additional battery as it works to maintain or reestablish its cellular connection.

Check the battery level first.

Watches: swipe down from the top of the screen to open the dropdown panel. The battery icon appears in the upper-right corner.

Necklace/Pendant: the battery indicator appears in the upper-right corner of the normal time screen.

If the battery is low or depleted, charge the device for approximately two hours. Remove it from the charger and check whether it is powered on.

If needed, press and hold the SOS/power button for approximately 3–5 seconds.

If “HELLO” continues appearing repeatedly after charging, reset the device.

If the problem persists, contact Customer Support at (866) 339-3827.

1. Try powering the device back on by pressing and holding the SOS/power button for approximately 3–5 seconds.

2. If the device immediately displays or says “BYE” / “Goodbye,” connect it to the charger and allow it to charge for approximately two hours.

3. Confirm that the device shows an indication of charging.

   If the battery is completely depleted, it may take approximately 30 minutes to 1 hour before a charging indicator appears.

4. If the device still does not respond after charging, perform the reset procedure for your model.

5. If the problem continues, contact Smart Med Alert Customer Support at (866) 339-3827.

The device normally updates its time automatically using its cellular connection and detected time zone.

If the time is incorrect:

1. Confirm that the device has cellular connectivity.

2. Reset the device.

3. After powering it back on, allow approximately 5–10 minutes for connectivity to reestablish.

4. A successful two-way test call may also help the device reestablish its connection and update the time.

   If you use Med Alert Pro, supported time-zone settings can also be adjusted through the app. Smart Med Alert Customer Support can assist if needed. Necklace/Pendant Only: Press and continue holding the green TIME button for approximately 20 seconds or longer. Continue holding until the screen displays: SENDING Then release the button. This will normally help the Necklace/Pendant update its time.

Screen Locked appears while the watch is connected to the charger. This is normal. The watch cannot be used while it is charging. Remove it from the charger before normal use or before placing an SOS/test call.

Some device sounds are part of normal operation. Necklace/Pendant Time Announcement: Double-pressing the green TIME button causes the Necklace/Pendant to announce the current time aloud. Find Me: If Find Me is activated through Med Alert Pro, the device will play music or a sound to help locate it nearby. SOS / Fall Detection: The device may begin connecting to the monitoring center if:

• the SOS button is pressed and held for approximately 3–5 seconds, or

• fall detection is enabled and the device detects movement that may indicate a fall.

  If fall detection is triggering too easily during normal activity, contact Customer Support at (866) 339-3827.

First, make sure the device is not connected to the charger. Then:

1. Briefly press the button one time and check for a response.

2. Press and hold the SOS/power button for approximately 3–5 seconds to confirm whether the device is powered on.

3. If the device does not respond, perform the reset procedure for your model.

4. Wait approximately 30–60 seconds.

5. Try powering the device on again.

   If the buttons still do not respond, contact Smart Med Alert Customer Support at (866) 339-3827.

Square Watch: Press and hold the SOS/power button for approximately 15 seconds until the screen turns off or goes black. Release the button, wait 30–60 seconds, and then try powering it back on.

Round Watch: Use the tip of a pen or another narrow object to press and hold the small silver reset button on the back of the watch for approximately 5–10 seconds. Release it, wait 30–60 seconds, and then try powering the watch on.

Rectangular Watch: Use the tip of a pen or another narrow object to press and hold the small silver reset button on the side of the watch, above the SOS/power button, for approximately 5–10 seconds. Release it, wait 30–60 seconds, and then try powering the watch on.

Necklace/Pendant: Use the tip of a pen or another narrow object to press and hold the small silver reset button on the left side of the Necklace/Pendant for approximately 5–10 seconds. Release it, wait 30–60 seconds, and then try powering the device on.

Move the device near a window or take it outside to help establish a cellular connection.

If it remains offline:

1. Restart or reset the device using the instructions for your model.

2. Allow several minutes for the device to reconnect.

3. Try placing a test call once service has reestablished. Indoor cellular reception may be reduced by factors such as metal roofing, solar panels, building construction, or limited cellular coverage in the area.

   If the problem continues, contact Smart Med Alert Customer Support at (866) 339-3827.

Smart Med Alert devices are IP67 water-resistant, not waterproof. Normal water droplets are generally acceptable. The device should not be submerged or subjected to prolonged underwater exposure.

If the device experiences significant water exposure or begins malfunctioning afterward, contact Smart Med Alert Customer Support.

Press and hold the SOS/power button for approximately 3–5 seconds. The device will announce: “Please wait, we are connecting you with an operator.” The screen will briefly display CALLING while the device connects to the monitoring center. Once connected, a monitoring professional will speak with you directly through the device. Tell the monitoring professional what happened and what type of help you need.

If the monitoring center receives an SOS or fall-detection alert but cannot communicate with you through the device, they will attempt to confirm that you are safe using the contact information and response instructions on file. Unless specific response instructions direct otherwise, the monitoring center will:

1. Call your personal phone.

2. Contact your listed emergency contacts in the order provided to determine whether someone knows your whereabouts or can check on you.

3. If they are unable to confirm that the SOS alert was accidental or verify that you are safe, they will dispatch local emergency services to the device’s available GPS location.

4. If a current GPS location cannot be obtained, emergency services will be dispatched to the home address on file. This is one reason it is important to keep your emergency contacts, home address, and response instructions current.

If you tell the monitoring professional that you need emergency help, the monitoring center can dispatch the appropriate local emergency services based on the situation.

After emergency services have been dispatched, the monitoring center may also contact your listed emergency contacts.

If specific response instructions are on file, the monitoring center will follow those instructions as appropriate.

If you use Med Alert Pro, supported alerts may also help authorized loved ones stay informed through the app.

During the brief cancellation countdown: Watches: Tap CANCEL on the screen or double-press the SOS/power button.

Necklace/Pendant: Double-press the SOS button to cancel the call.

If you hear: “Please wait, we are connecting you with an operator,” the cancellation window has passed. Do not hang up. Allow the call to connect and tell the monitoring professional that you are okay and that the alert was accidental.

If you disconnect after the cancellation window has passed, the monitoring center will still receive the alert and may attempt to contact you by phone to confirm that you are safe.

If they cannot verify your safety, this can result in an unnecessary emergency dispatch.

When fall detection is included with your monitoring service, the device monitors movement patterns that may indicate a fall.

If a possible fall is detected, the device begins a brief alert/cancellation sequence before attempting to connect with the monitoring center.

Fall detection operates similarly across supported devices, although watches may sometimes require additional sensitivity adjustment because they are worn on the wrist and experience more movement during normal daily activity.

Fall detection is an additional safety feature and is not guaranteed to detect every fall.

Certain movements can sometimes resemble the motion of a fall. During the brief cancellation countdown:

• cancel the alert if possible, or

• if the monitoring call has already started, allow it to connect and tell the monitoring professional that you are okay. Watches can sometimes be more sensitive because they are worn on the wrist.

  If false fall alerts happen repeatedly, contact Smart Med Alert Customer Support at (866)

1. A representative can remotely adjust the fall-detection sensitivity based on the wearer’s activity level and routine.

Yes. Fall-detection sensitivity can be adjusted remotely by Smart Med Alert Customer Support based on the wearer’s activity level and daily routine. Customers cannot change the fall-detection sensitivity themselves. Call (866) 339-3827 for assistance.

After an adjustment is made, allow up to approximately 15 minutes for the new sensitivity setting to take full effect.

If you need help and a fall alert has not started, press and hold the SOS button for approximately 3–5 seconds to contact the monitoring center manually. Afterward, contact Smart Med Alert Customer Support at (866) 339-3827 to discuss what happened. A representative can review whether the fall-detection sensitivity should be adjusted.

Fall detection is designed as an additional safety feature and cannot be guaranteed to detect every fall.

Yes. Hold the device securely and move it firmly up/down and side-to-side to try to trigger the fall-detection response. The device may also be gently dropped onto a soft surface. Do not throw it or intentionally drop it onto a hard surface.

Yes. Emergency monitoring for active Smart Med Alert devices is available 24 hours a day, 7 days a week, 365 days a year. Customer Service hours do not affect emergency monitoring availability.

You may complete and submit the Emergency Information Sheet online here: Complete the Emergency Information Sheet online.

Mail completed printable forms to:

Smart Med Alert
1955 S Milestone Dr, Suite E
Salt Lake City, UT 84104

Med Alert Pro is an optional app available with a qualifying service plan. Supported features include live GPS location, battery status, alerts, Refresh Location, Find Me, supported device settings, and watch alarm management.

Yes. Med Alert Pro displays the device’s live GPS location. Use Refresh Location when you would like the device to report an updated position.

GPS location is typically within approximately 50 feet. Accuracy may vary based on cellular/GPS availability, indoor location, surrounding buildings, and environmental conditions.

Tap Refresh Location and allow the device time to respond.

If you are having trouble obtaining an updated location:

1. Close Med Alert Pro.

2. Reopen it.

3. Tap Refresh Location again.

4. Confirm the device is powered on and has sufficient battery.

5. Confirm cellular service is available.

   If the wearer has remained in the same place, a successful refresh may still display the same location on the map. Poor cellular signal, a powered-off device, or depleted battery can prevent a new GPS update.

Weak signal can cause:

• location updates to take longer

• the device to appear temporarily offline or unavailable

• the map to continue showing the last location received until a new location becomes available

Find Me plays music or a sound on the device to help locate it nearby. There may be a small delay before the sound begins. It generally plays for approximately 3–5 minutes and must be stopped from the device itself. Find Me is separate from GPS location.

Yes. Trusted family members or other authorized users can access the supported device through the same registered Med Alert Pro account. There is no separate caregiver account type.

Up to three compatible devices. One device cannot be registered to multiple separate Med Alert Pro accounts.

Select Forgot Password on the login screen and follow the instructions sent to the registered email address.

Supported notifications include:

• SOS alerts

• fall-related SOS alerts

• low-battery alerts There is no separate fall-alert notification toggle. The SOS Alarm setting applies to manual SOS and supported fall-related SOS events.

Depending on the device:

• Remote Restart

• Remote Shutdown

• Sound

• Do Not Disturb

• Time Zone

• Home Wi-Fi

• Alarm management for supported watches

Remote Shutdown powers the medical alert device off. While powered off, the device cannot provide normal monitoring or new location updates.

If used during troubleshooting, make sure the wearer plans to power the device back on afterward.

Adding the home location and nearby Wi-Fi signal information may help with device connectivity or indoor GPS/location accuracy. Improvement is not guaranteed.

Double-press the Necklace/Pendant green TIME button to have the device announce the current time aloud.

The display shows:

• Time

• Date

• Battery level

• Cellular signal It is not a touchscreen.

Use the black adjustable slider on the lanyard. Move the slider to make the lanyard shorter or longer until the device rests comfortably at the preferred position.

All three watch models support:

• Steps

• Heart rate

• Blood pressure

• Blood oxygen / SpO₂ Swipe left or right across the touchscreen to navigate. Use the heart icon for supported pulse/blood-pressure readings and the Pedometer icon for steps.

No. They are estimates intended for general wellness information only and should not be used for medical diagnosis or treatment decisions.

Yes. Round, Rectangular, and Square watches support alarms. Alarms can be managed directly on the watch or through Med Alert Pro.

Yes. Customers may wear the device overnight or keep it within easy reach at the bedside.

If fall detection is included, significant movement during sleep may occasionally trigger a fall-related alert.

Yes. Normal shower exposure is acceptable. Devices are IP67 water-resistant, not waterproof. Do not submerge them in a bathtub, pool, or other body of water and avoid excessive water pressure/prolonged underwater exposure.

No. The watches cannot make or receive ordinary personal phone calls. They communicate with the monitoring center through SOS or supported fall-detection alerts. The monitoring center cannot initiate a call directly to the medical alert device.

Yes. Smart Med Alert can provide a replacement band if needed. The replacement supplied by Smart Med Alert is the same standard size/style provided with the device.

Call Customer Support at (866) 339-3827.

Fall detection is available with qualifying monitoring service plans. Contact Customer Support if you are unsure whether it is included.

No. Med Alert Pro is an optional feature available with a qualifying service plan.

Contact Customer Support at (866) 339-3827 for current options and pricing.

Call Customer Support at (866) 339-3827.

Yes. Call Customer Support at (866) 339-3827 to discuss temporarily pausing service.

Call Customer Support at (866) 339-3827.

Contact Customer Support to update the payment method on file. Checks may also be mailed to: Smart Med Alert 1955 S Milestone Dr Suite E Salt Lake City, UT 84104

Smart Med Alert is a paperless company, so mailed billing documents are not automatic. Customers may request a mailed monthly invoice.

Customers may request a return or exchange within 30 days of the delivery date. Opened, activated, or used devices may be returned as long as they are returned in the same condition in which they were received. Contact Customer Support before mailing a return.

Contact Smart Med Alert within 30 days of delivery. Carefully repack the merchandise, include the original packing slip, and use the original packing materials when available. Approved returns should be sent to: Smart Med Alert 1955 S Milestone Dr Suite E Salt Lake City, UT 84104 Returned merchandise should be insured for its full value.

No. Smart Med Alert does not charge a restocking fee for eligible returns.

Shipping costs are generally non-refundable, including refused deliveries. Customers are responsible for return shipping unless the return results from a Smart Med Alert error.

After the return is received and inspected, an approved refund will be returned to the original payment method. Allow approximately 3–7 business days for processing.

Contact Smart Med Alert within 24 hours of delivery. Keep the original packaging. The packaging must be retained so the appropriate damage claim, replacement, or refund can be processed.

Call Customer Support. A representative will troubleshoot the device first.

If it is determined that the device stopped working because of a device defect, Smart Med Alert will replace it at no cost to the customer.

Call Customer Support at (866) 339-3827 to review the replacement process and available options.

Yes. Eligible exchanges may be requested within 30 days of delivery, including exchanging a Necklace/Pendant for a watch or another supported model. Monitoring service requirements may vary based on the service plan associated with the device.

Orders typically arrive within approximately 3–10 business days.

No. Smart Med Alert currently provides shipping and monitoring coverage within the United States only.

No. Smart Med Alert does not accept Medicare, Medicaid, or other insurance for payment.

No. Smart Med Alert does not currently accept HSA or FSA payments.

Yes. Call (866) 339-3827 as soon as possible to request:

• cancellation

• shipping-address changes

• device-model changes

• other order changes Once an order has shipped, it cannot be changed or canceled.

  If the customer wants a different device after shipment, the shipment must first be received and then handled through the normal exchange process.