FAQs 2020-10-08T12:02:52+10:00

Your questions on the Mobile Alarm.

Frequently asked questions

If you can’t find an answer to a question here that you have about the LiveLife Mobile Alarm you can read the How it works page.

General questions about the LiveLife Mobile Alarm.

The LiveLife Mobile Alarm will provide you and other family members’ peace of mind that when you are home or out in the community that help is just a press of a button away. When you press the SOS help button it firstly texts a help message with your GPS location on Google Maps then starts calling up to 5 emergency contacts one by one (000 can be one of the numbers that is called).

No. You choose up to 5 emergency contacts which are usually trusted family members and friends. You can even include 000 as a contact if you wish. Because it does not require a monitoring centre in an emergency there are no ongoing charges or monthly fees. You don’t have to use all 5 emergency contacts. You can use less if you wish.
It is ideal for seniors who may be living at home alone and remain active enough to be outdoors un-accompanied. It is also a great solution if a senior who lives at home, needs a medical alarm, but does not have a landline. Many seniors connected to the new NBN have had their phone services switched to VOIP and no longer can use a landline type, medical alarm without additional wiring costs. In this case a pendant that operates on the mobile network becomes a less costly alternative and in nearly all cases, a better one.

Besides seniors it is used by lone workers, workers who may need to contact security quickly and people with disabilities. Read our applications page for more details.

Yes. Because it works like a mobile phone it needs to be connected to the mobile phone network to work. As part of your purchase we install an activated Telstra SIM card which uses the Telstra network. The Mobile Alarm is not locked to any specific provider before we install a SIM card. If during our coverage check the mobile coverage appears inadequate we will let you know and do a coverage check with Optus and discuss your options. In most locations there will be great Telstra coverage as our sim card uses the whole of the retail, Telstra Network. We’ll check your address on coverage maps so we can advise you on your best option.
No. Your first year use on the Telstra Mobile Network is included in the purchase price*. A recharge/subscription is required annually after the first year. *The device is to be used as an emergency device and falls under our ‘Fair Use Policy’.
Yes. The pendant has a built in microphone and speakerphone so the wearer can talk hands free through the pendant. The sound is clear and high quality. When a help call is answered it goes automatically into speakerphone mode. Pressing the help button again ends the call and the rest of the call sequence.

Facts about the LiveLife Mobile Alarm.

The pendant is a perfect size. It is 61mm tall, 42 mm wide and 16mm thick. It is lightweight, weighing the same as three 20 cent pieces.

The pendant has a soft, rubber-like outer skin which is easy to grip. It weighs only 35 grams, the same as three 20 cent pieces. You can put it on your favorite chain if you like or even place it on a key ring. It comes with an adjustable safety lanyard (anti-choking), a belt clip and even a sleek, adjustable wristband giving you plenty of options on how it can be worn.

The pendant is water resistant, so you can wear it in the shower or the rain. It should not be immersed in water: e.g. bath, spa, pool or ocean.

Currently the Live Life mobile alarm comes in matt black or white. Hot pink and blue alarm pendants are available on request.

The pendant is designed to be small, simple to use and lightweight. It operates primarily as a emergency alert system and GPS location device and these functions mean it does not need a screen or keyboard features. It can be programmed by sending text messages to it and this also eliminates the needs for those features.

The SOS help button is recessed making it hard to press accidentally. To activate the help calling sequence the button must be pressed for three to four seconds. It will vibrate to let you know it has been pressed for long enough. After being pressed it will beep for a while to let you know it is activated giving you an opportunity to cancel the emergency texts and calls before they begin.

The Mobile Alarm operates on the mobile phone network just like a mobile phone does. A sim card must be installed, activated and a mobile phone number must be assigned to the pendant.

We install a Mobile Sim card which uses the full, retail Telstra Mobile Network. As part of the setup we will install a Sim card for you. We will allocate to it the first years usage for unlimited emergency text and voice calls. We will supply you with the mobile phone number assigned to your pendant.

Checking credit remaining on your Mobile Alarm
With our Telstra SIM card you do not need to check or worry about any prepaid credit, unlike all other companies who sell alarms that require sim card installation. Your first year of usage* is included in the purchase price. A recharge/subscription applies each year after the first year.
*Under our ‘Fair Use Policy’ the device is to be used as an emergency device only.

For the Mobile Alarm to perform its help call, help text and GPS location functions the wearer must be in an area where there is sufficient mobile coverage on the Telstra Mobile Netwrok. Before we complete your order and deliver your Mobile Alarm we will do a coverage test of the address where the pendant will be used. You can find out more about mobile coverage here.

The Live Life Mobile Alarm requires an extensive setup that includes:
-Coverage checks on the Telstra Mobile Network.
-Supply, activation, installation and testing of the Telstra Mobile Network SIM card.
-Allocating the first year’s use on the Telstra Mobile Network.
-Pre-programming of the five, emergency contacts and the help text message.
-Turning on of optional features like fall detection, listen in and geo-fencing (anti-wandering).
Yes. You can easily change any of the contact numbers by sending a command in the form of a simple text message to the pendant’s mobile number. Simple instructions are included with the Mobile Alarm’s Quick Start Guide and also on our Downloads page on our website.

Please watch this short video that explains how to change emergency phone numbers.

Yes. Your emergency contacts can include any combination of mobiles or landlines. Please be aware though that if a landline number is one of the contact numbers it won’t receive the help test message or the GPS location on Google maps. That is why we recommend if possible that some or all contacts are mobile numbers. Some people’s landline numbers have text to voice on their message bank and so the text message may be converted to a voice message.
Yes. You can include 000 as one of the emergency contacts. Please be aware that 000 will not receive the help text message and the GPS location on Google Maps.

We recommend you have a family member or friend included as the first contact (default contact) as the side talk button allows the wearer to call the first contact at any time. When 000 is included as a contact people often have the following calling sequence setup:

1. A family member: perhaps someone who is living close by or is the often the most available to help.
2-4. Another family member, friend, carer or neighbor.
5. 000 Emergency services.

How to test your mobile alarm with 000

The pendant has a built-in fall detection feature that will detect a more violent fall – the kind of fall more likely to result in unconsciousness. It measures the impact, angle and speed of a fall in order to ascertain if a fall has probably occurred. When it detects a fall the pendant will beep for a brief time before sending out ‘fall down alert’ text messages to the programmed emergency contacts and then start calling them. Fall detection technology is not perfect and false alarms can take place. Every fall is different. It can be turned off by sending a simple text command to the pendant from a mobile phone or the fall detection can be made less or more sensitive.

Watch this short video that explains how fall detection works.

Yes. Fall detection is an optional feature that we can easily turn off during the setup up of your Mobile Alarm. It is turned on by default. You can request to have fall detection turned off when we discuss your needs and order on the phone.

To turn it off you simply send a command to the pendant via a text message from a mobile phone. Instructions are included.

The Mobile Alarm connects to Global Positioning Satellites to establish its exact location. This in-built feature allows the pendant to be located on Google Maps. When the SOS help button is pressed not only does the pendant begin calling the emergency contacts, but it also sends each one (mobile numbers) a text message with a link to Google Maps showing the location of the wearer of the pendant. Each of the contacts will then know the exact location to send help to.

Also anyone knowing the mobile phone number of the pendant can send a simple, location command via text message to it and it will send a reply text automatically showing its location on Google Maps using the in-built GPS.

How to locate the wearer of the mobile alarm with GPS

The pendant contains a speaker that has clear, loud and high quality sound. When a help call is made and then answered the wearer will hear the other person and be able to talk to them like on a normal mobile phone call. As a default the volume is turned up to full on the pendant.

Recharging the LiveLife Mobile Alarm.

To recharge the pendant you just pop it into the charging station each night. Many people keep the charging station next to their bed and pop it in there when they go to bed. That way it is fully recharged every morning and they can have it handy during the night if they need help. The battery will last 2-3 days if not worn and around 20 hours if worn continually. It uses more power when being worn than when sitting idle. This is because as the wearer moves around, the built in motion-detector attempts regularly to update it’s position with the GPS satellites.

How to charge your mobile alarm

It contains a rechargeable, Lithium-Ion battery just like a normal mobile phone. Because it does not have a screen it does not use as much power as a mobile phone. When delivered it we will be in the ‘power saving mode’ that gives you around 20 hours of use if being worn all day before it needs to be recharged for 45 minutes or less. If sitting idle the battery will last around 2 to 3 days.
If you are concerned that the user of the Mobile Alarm may be forgetful about recharging the pendant by default we turn on a ‘Low battery warning’ feature that will send a text message to the first contact when the battery falls below 12%. That way you can contact the wearer of the pendant to ask them to recharge. If you wanted to you can actually call the pendant to tell the wearer their battery is low. You can easily turn off the low battery warning, text messages by sending a simple SMS command to it from a mobile phone: LOW0

The Alarm also will vibrate for 10 seconds when the battery is low to alert the wearer to recharge it.

Ordering the LiveLife Mobile Alarm.

The cost of setup and delivery is included in the price. Your Mobile Alarm will be sent via Express Post.
LiveLife Alarms uses the eWAY Payment Gateway for its online credit card transactions. eWAY processes online credit card transactions for tesn of thousands of Australian merchants, providing a safe and secure means of collecting payments via the Internet. All online credit card transactions performed on this site using the eWAY gateway are secured payments.
Your Mobile Alarm will be sent to you via Australia Post ‘Express Post’. How long it takes to arrive will depend on your delivery location. Once we have shipped your order you will be able to track your delivery via Australia Post’s website. We endeavour to send your Mobile Alarm within 1 to 2 business days after receiving programming information from you.

Yes, there is a ’14 day return and refund policy’ on the Mobile Alarm. Full details can be viewed on our Refund & Returns page.

Before we setup and deliver your Mobile Alarm we will do a coverage check of the Telstra Mobile Network at the address of the user of the pendant. If the coverage map indicates inadequate coverage at that location we will advise you on other options.

It should be noted however that the coverage maps are not always 100% accurate and black spots in the networks can occur. This a characteristic of all wireless and mobile phone networks. Sometimes a black spot is only discovered by the user when the Mobile Alarm is tested in the user’s home. In this case our Refund & Returns policy applies where a refund will be offered less $80 ($60 setup & handling fee and the $20 cost of Sim card).

The LiveLife mobile alarm comes with a 12 month warranty.

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