Support: Frequently Asked Questions
The Fallback Response Centre is the way we make sure no alert goes unattended. If none of your family, friends or neighbours are able to respond and you have taken this option the call will be dealt with by professionals.
This is a Telecare Services Association platinum accredited call response centre run by a local council which means that, whatever the time, an alert will always be dealt with. An alert will come to them if none of your responders accept after being called twice. They will first try to contact the wearer and their responders but if they can’t will call the emergency services and pass on any information you have saved on the system for such circumstances.
This is an additional service as we do not want to force our customers to pay for something don’t want.
The Fallback Response Centre costs £30 a year/£2.50 a month (ex VAT).
If you decide not to take this service and your circumstances change it can be added later.
Cut off time
All orders received by 3:00pm will be dispatched on the same day.
Dispatch method and cost for Assure systems
Free Royal Mail 48 tracked delivery is included in the price for all our systems dispatched in the UK.
You will be given an option during the purchase process to enhance this to Royal Mail Tracked 24 for an additional £5.
International orders incur a £10 international postage fee and will be dispatched by the a Royal Mail International Tracked delivery.
Dispatch method and cost for Renewals
Free Royal Mail 2nd class delivery is included.
The renewal pucks come in a small box and include a return label to send tour used puck back to us for recycling.
Call screening is also known as call blocking and different companies may have different names for it. Essentially this is a system offered by many telecoms companies which means that if the call is from an unrecognised number the caller will be asked to identify themselves in a short message. The callee’s phone then rings, they hear the message and can choose whether to take the call. Our automated emergency call system cannot cope with this but there is way around it.
Essentially it is a two-step process, assuming you have added a responder but are having an issue getting connected.
- Call your phone supplier and ask them to put our number – 0161 850 4480 – on an approved list, sometimes known as a ‘white list’ or even VIP list. Help for the major UK suppliers is below.
- Once our number is approved you to confirm that you are happy to be a responder by either:
- Call 0161 850 4480, listen to the message and respond by pressing one on your keypad.
- From the screen where you were added as a responder click on ‘Call for confirmation now’ then answer your phone and press 1 on the keypad.
Sky Talk Shield: This is likely to block our automated emergency call service as a robot; you can manage this from either within your account or by dialling 1780 and then 4. You should then be able to scroll through the numbers until you find 0161 850 4480, select it and choose the option to move it to your ‘Star List’
TalkTalk CallSafe: Once you have added the phone number into my.acticheck.com you should call 0161 850 4480 from that number and follow any instructions that are read out to you over the phone TWICE.
TalkTalk CallSafe will whitelist (allow incoming calls) from any phone number you call twice in a period of 35 days and by following any spoken instructions on the call you will verify the number on our (Acticheck’s) system.
Talk Talk’s full instructions are available here.
BT Call Protect with BT Answer 1571: this allows calls through from numbers that have not been withheld unless you tell them that you don’t want to get any more calls from that number. However, it might be possible that we get sent to a junk calls folder and you don’t get the call. If this is the case you should add 0161 850 4480 to your ‘VIP list’ either by logging on at www.bt.com/mybt or phoning 1572 (which is free).
BT Call Guardian: Whereas BT Call Protect operates in the exchange BT Call Guardian operates on your phone. To whitelist the number for Acticheck you should find the menu function on your handset and then navigate to Call Control where you can add the telephone number number 0161 850 4480.
The Assure is the only personal monitor that is truly designed to be worn all the time. After all you never know if it will be needed overnight, in the bathroom or perhaps in the garden. And if you have an iPhone you can GoAnywhere with our app.
To achieve this the Acticheck team have designed in the following qualities:
- Simplicity of use, just about everyone can use the Assure and it has won a global runner up prize for it’s ease of use in the BT Infinity Labs search for the best innovation for family, friends & community because of its simplicity.
- A one-year battery life, so no recharging.
- Waterproof for showering and bathing (and dancing in the rain)
- Squeeze SOS buttons, so no accidental alarms
- Comfortable to wear being made from super soft silicone
- Comfortable to be seen wearing, winning a prestigious IF Design Award for its contemporary styling
With complete home & garden coverage and the following comprehensive alerts the Assure gives excellent protection and connects those leading a modern, active lifestyle to friends and family when they need it most.
- SOS alert buttons: a simple squeeze of the buttons calls for help. Invaluable for shortness of breath or sudden pain when managing a phone call could be difficult.
- Severe falls: the wristband can be set to monitor for severe falls where the wearer might not be able to call for the help they need.
- I’m OK checks: The simple way to confirm the wearer is alright in the morning and OK before bed. This is a unique alert to Acticheck where you choose times for the wristband to vibrate and the wearer confirms they are OK by pressing a single button on their band. Ideally one in the morning and one before bed (and maybe one in between) gives everyone confidence in the ongoing wellbeing of the wearer.
- If the system fails (e.g. a power cut or internet outage) an email will be sent to the wearer and their administrators
- Our base station reports on the household temperature and you can set a ‘Comfort zone’ alert for when the wearer is in a cold home.
Fit & forget refers to equipment which will continue to work with no maintenance or day-to-day input.
We believe this is essential in offering uninterrupted protection and have designed the Assure to be worn continually for a year.
Some assistive technology needs recharging or is not practical to wear for activities of daily living such as sleeping or bathing. These are high risk times. Showers/baths include hot, cold, water, potentially slippery surfaces and naked people who may not be wearing hearing aids or glasses. Many falls happen overnight, trips to the toilet or to get some water or take painkillers are peak times for falls to happen.
Acticheck believe that any system should offer round-the-clock cover throughout your home and garden and not interfere in your lifestyle.
The Assure is designed to be worn all the time.
- It does not need recharging
- It is made from medical-grade silicone for a comfortable and stylish fit.
- Is water-resistant so you can even wear it in the shower or bath.
So you fit it and forget it is there (until you need it).
The Assure fits wrists from 12.8cm to 22.6cm circumference. It is 2.4cm wide and where the buttons are it is 1.5cm deep, a comfortable size for most fingers. It weighs 34 grammes.
The Dimensions of the Base are 17.1cm x 3.5cm x 11.8cm deep. It is designed to lay flat or stand upright (like a book on a bookshelf).
The Assure system is able to work in any European Union and Nordic countries; however your telephone calls and texts will need to be to a phone number that is originating from a country on our ‘white list’. If your country is not on the white list please contact us and we will pleased to add it.
CURRENT WHITELIST: United Kingdom, Belgium (+32), Bulgaria (+359), Croatia (+385), Eire (+353), Estonia (+372), Finland (+358), France (+33), Germany (+49), Gibraltar (+350), Greece (+30), Hungary (+36), Italy (+39), Lithuania (+370), Luxembourg (+352), The Netherlands (+31), Poland (+48), Portugal (+351), Romania (+40), Slovenia (+386), Spain (+34), Sweden (+46) and Switzerland (+41).
When registering numbers outside of the UK the number should start with the country code and be then miss the zero, for example the Port of Rotterdam telephone number normally written +31 (0)10 252 10 10 should be entered as ‘+31102521010’.
These are the people that you choose to form your responder network. Using the MyActicheck.com Portal you can set up your responders and – if you choose – give some or all of them administrator access so that they can monitor you remotely through the website.
If you have purchased the Assure for someone else you can easily configure it beforehand by visiting myacticheck.com and clicking on ‘Register’.
Registering a wearer account will send a link in an email which will need to be verified. Ideally this should be the email address that belongs to the wearer but it might be one that another person who is setting the system up owns. If this is the case and they are planning to be a responder themselves they should avoid using their own email address as email addresses must be unique. If you don’t have a second email address to use it is worth bearing in mind that some email providers, such as Google, allow you to append your normal email address with ‘+…’ and have this delivered into your main account. Free webmail accounts can also easily be set up.
Went you follow the link in the invitation email you will be invited to enter the Base registration code on the side of the box to enable the installation.
If you have configured the Assure base and band remotely, install it at the wearers home and wait a short while until the internet light shows then squeeze both buttons on the band, The wearer’s phone number you have submitted will receive an automated call asking for ‘1’ to be pressed on their keypad.
The system will then be active.
We’ve allowed for biometric checks every 15 minutes and for there to be three buzzes a day – these could be ‘I’m OK’ checks or as part of the alert raising sequence. If you decide that you want the checks or buzzes to be more frequent that will impact on the battery life of your band. There won’t be any extra fees but you may need to buy a replacement sooner.
This depends on which plan you choose. We monitor the battery every time the band communicates with the database so we can always be confident in its status:
- Yearly Plan: When a yearly plan is renewed a new band insert – a puck – is sent out to replace the old one. A return envelope will be supplied to return the old one for recycling.
- Monthly plan: When we detect the battery charge is coming to an end, you will be sent a brand new band insert – a puck – to replace the old one. This is included in the monthly service plan fee and there is no additional charge.
Beyond your chosen service plan, there are no other charges. The Assure base is designed to be on and connected the whole time and uses 1W of power. This equates to roughly 9kWh per year costing roughly £1 on current electricity tariffs (Feb 2018).
If you already have broadband the amount of data we use is negligible or if you opt for our cellular Assure base (for those who do not have reliable internet at home, the costs are included in your plan.
Towards the end of the year we will be in touch to invite you to continue the service. This involves buying a new ‘puck’ with a brand new battery and another 12 months service. For the standard broadband version we expect this to cost £74.99 (ex VAT) whilst for the cellular version (where airtime is included) will cost £99.99 – assuming there is not a huge spike in inflation.
Are on a rolling contract with no additional fees.
The Assure comes with a base station which communicates with the Assure band and which provides resilient coverage throughout most typical homes and gardens.
- a very secure long-range radio frequency to connect to the base.
- The Assure base station then communicates via the internet. If you have reliable Internet available in your house and have chosen the ‘broadband’ version this will be using your existing internet. If you have chosen our cellular base this will be through the mobile internet; the cellular Assure uses the strongest available mobile network.
The Acticheck system operates on a cloud-based data centre provided by Microsoft. All information is held on servers in the EU and therefore under the jurisdiction of EU law. The information is replicated across multiple sites to protect against a single site outage. Administration access is protected by two factor authentication (access requires both a password and a unique personal identifier assigned to designated system administrators) to protect against unauthorised access.
The Assure system is designed to put you in touch with your personal network. Unfortunately the emergency services do not currently accept calls where there has not been a personal – human – request.
It is therefore essential that you ensure that there are always enough people available to respond should an alert be raised. We recommend a minimum of 3 responders.
The system will try twice all responders who are marked as potentially available. If there is still nobody available to accept the alert and you have not subscribed to our Fallback Call Response Service, the system will send an email to all the administrators linked to the account to inform them of the situation together with possible actions they may be able to take even if they are unable to respond in person, including how to request local police to make a welfare check.
This depends on the type of Assure system you have.
The cellular Assure system has a 20 hour battery back-up and will work seamlessly until the power is restored.
However, the ethernet Assure system will stop working if there is a power cut as it needs your broadband router to be working. If this happens all your responders who are administrators will receive an email after a short period letting them know we have not been able to communicate with your base and that the system appears unavailable.
The Assure has been designed to operate throughout a typical home and garden. It employs proprietary radio technology to achieve a range far greater than can be achieved using either Bluetooth or WiFi. The line-of-sight range is over 200m however It is difficult to give an exact operating range because different buildings affect wireless signal in different ways.
For optimum range choose a location for your base that is away from obstructions such as water pipes and other electrical equipment (see Positioning your base, and use the instructions at Range testing to check that coverage is satisfactory’.
There are currently three triggers for telephone alerts.
SOS – wearer initiated
A simple squeeze of the band (pressing both buttons at the same time) will start the pre-alert sequence. This is the only alert that will work even if the band is not detected as being worn (for more information see Worn detection).
Signs of a fall
If your band detects highly energetic movement it then ‘listens’ for a period of stillness in the following minutes. If a few minutes of normal activity passes the system assumes that you are fine and reverts to monitoring for energetic movement again. If energetic movement is followed by a lack of movement, and the band is being worn, then an alert is raised.
An additional feature of this mode is that an alert can be raised without the need for a squeeze by hitting the hand with the Assure band against a hard surface a couple of times and then holding it still. You can read more about our fall detection here.
I’m OK checks
At a time, or times, to suit you each day you can ask your system to check you are well. Your Assure band will buzz on your wrist and you can confirm you are OK with a single button press or by shaking the band immediately after it has buzzed (if enabled at MY BAND). If you are unable to do this immediately, not to worry, you will have two more chances over the next five minute before we raise the status to an alert. We will only raise an alert if we detect the Assure band is being worn but is not being responded to. We will also note on your portal the reason for any non-delivery of a I’m OK check – the wearer being marked as being on holiday, the Assure band is out of range or is not being worn.
There are also two email based alerts
These are less immediate and so would not be worth waking people for.
Comfort Zone alert
Your set a temperature that you don’t want the home to fall below if it is in a time window and the wearer is home. If it does we’ll send administrators and email. We even have a frost setting option so if the house is vacant but very cold you’ll have a chance to keep your pipes unfrozen.
In the occasional event of a power cut or internet outage, or simply the base being turned off we will send an email so that responders know to check that you are OK.
There is other information on the wearer’s dashboard which can be seen by them and by others they choose.
- the temperature of the base, which if positioned in a suitable room may indicate the temperature of the property.
- whether the Assure band is being worn
- the wearer’s movement patterns
Each of these may give valuable information for a carer (who is a designated ‘administrator’) and we will be exploring how we can create automated alerts /notifications in the future.
As the system is driven by advanced cloud-based software,anyone authorised by you can have their own login account in order to check on your wellbeing and even the temperature of your home from any internet connected computer, tablet or mobile phone to check on your wellbeing. No more late night calls to check just one more time that you are OK.
Why we do not automatically use an alert response centre or connect directly to the emergency services?
Most people have enough friends, family and neighbours nearby who are willing to help in an emergency. People who are known to the wearer and can be with them quickly are usually the best people to help and if they then have to call an ambulance they are able to give good information to help triage the call.
We do not want to force our customers to pay for something they do not want or need however we recognise that some people may have responders whose lives mean they will not always be available to help. Our Fallback Response Centre service can be added for another £30 a year/£2.50 a month (ex VAT). This is delivered by a Telecare Services Association platinum accredited alert response centre run by a local council which means that an alert will always be dealt with. If an alert comes to them they will try to contact the wearer and their responders but if they can’t will call the emergency services and pass on any information you have saved on the system for such circumstances.
The emergency services do not allow automated calls to go direct to their 999 response centres.
Our system can send emails at very low cost but we do not offer an SMS alternative because we would need to charge a higher price for the system in order to cover the higher costs.
VAT applies unless the wearer is disabled or suffering from a long term health condition as defined at: https://www.gov.uk/financial-help-disabled/vat-relief and completes a declaration when purchasing the Assure.
Who qualifies for VAT relief?
You qualify for VAT relief if you have a disability or a long-term illness (but please note the definition of this below) and you’re buying the product for your own personal or domestic use.
You don’t have to buy the goods yourself. If your parent, guardian or spouse buys the goods or services for you, then you won’t be charged VAT.
What counts as a long-term illness or disability?
For VAT purposes, you have a disability or long-term illness if you meet any of the following conditions:
- You have a physical or mental impairment which has a long-term and substantial adverse effect upon your ability to carry out everyday activities
- You have a condition that the medical profession treats as a long-term illness, such as diabetes
- You are terminally ill
So, having a broken leg will not qualify for VAT relief in itself.
What is considered to be a long-term illness?
The following list is not exhaustive but indicates the types of conditions which qualify:
Alzheimers, Amputee, Angina, Ankylosing Spondylitus, Arthritis, Ataxia, Bronchiectasis, Cancer, Cerebellum Ataxia, Cerebral Palsy, Cerebral Vasculitis, Chronic Arthritis, COPD, Degenerative Spine, Dementia, Diabetes, Diverticulitis, Emphysema, Epilepsy, Fibromyalgia, Functional Movement Disorder, Lymphedema, Motor Neuron Disease, Multiple Sclerosis, Muscular Dystrophy, Myelitis, Oedema, Osteoarthritis, Osteoporosis, Parkinson’s, Partially Sighted, Peripheral Vascular Disease, Pneumonia, Polymyositis, Pulmonary Fibrosis, Pulmonary Hypertension, Respiratory Failure, Rheumatism, Rheumatoid Arthritis, Scoliosis, Spina Bifida, Spondylitis, Stenosis, Stroke
I am registered as disabled. Does this mean I am automatically exempt from VAT?
No. There is no blanket exemption from VAT for disabled people.
What counts as personal or domestic use?
Personal or domestic use means that the goods or services are supplied for your own private use, rather than for business purposes.
Also, the goods or services must be just for your own use – not for use by anyone else, or for use by a group of chronically sick or disabled people in general.
How do I claim VAT exemption?
If you consider that VAT exemption applies to the intended user of the Assure system, simply tick the box next to the declaration at checkout and VAT will not be added to the purchase cost.
When you are installing your system you will be asked for the nature of the qualifying condition.
How do I find out more?
The full explanation of VAT exemption is available on the Government’s website by clicking on the following link.
An overview of how the Assure works can be seen at How it works.
You can find more operational guidance at our Support pages or you are welcome to email us at firstname.lastname@example.org or to call us on 0345 25 75 080 (a local rate call) during our support hours. All our contact details are shown at the bottom (in the footer) of our website pages.
From time to time you might need to put your band into Airplane mode. This effectively puts it to sleep until the next time both buttons are squeezed when it will wake and operate as normal. This can also be useful if you are intending not to wear the band for a period of time when it might be moving, such as in a bag or pocket, and so report it is being worn potentially leading to false alerts.
To activate airplane mode:
1. Turn your band so it is facing downwards.
2. Press and hold a single button until you feel a short buzz (blip) after around 7 seconds.
3. Release and repress the button within 2 seconds.
You should now feel 3 short buzzes confirming the band is in airplane mode.
To deactivate (return to normal function)
1. Squeeze the band
If you are within range of a paired base or smartphone this will initiate a pre-alert check and your band will buzz. Simply press one button to confirm you do not need help.
At myacticheck.com, your Profile has spaces for “In Case of Emergency Information” to be given to a first responder, and for “Public Profile” which anyone can read by scanning your band with an NFC reader such as a smartphone.
Both of these places should be for information about the wearer. Access instructions for a responder to be able to get into your home (such as a keysafe number) should be stored by going to MY BASE and clicking the green Edit box to see a panel that includes a box for Access Instructions.
For security, what you enter cannot subsequently be viewed there, but you can change it.
The default setting for the base is to make three distinct sounds, one for a pre-alert, one for an alert and one for a confirmation. The volume can be set using the UP/DOWN buttons on the base.
You can change the setting of the base sounds by going to My Base. You can override the volume buttons and set a fixed volume by moving the Sound Volume slider. You can also change the Alert Sounds in the drop down box.
The current options are:
- Continuous Siren. When an alert is ongoing the siren will continue to sound until either the pre-alert is cancelled or one of the responders has accepted.
- Short Siren. When an alert is started the siren will sound for a short period
- None. All base sounds disabled
Remember to Save Changes (button at top right of the browser) after you have made any changes.
Adding a picture is very easy.
- First, get a picture of yourself. Ideally this should be a head and shoulders shot. You can save the picture as a .jpeg or .png file.
- Now go to the Setting menu (just click on your name in the top left hand corner) and select Profile.
- Under Photograph select Choose File and navigate to the file on your machine then click OK.
- Finally click on Save Changes (button at top right of browser).
You should now see your picture next to your name and your responders will see the same picture in ‘My Wearers’.
We recommend that you wear your life saving wristband at all times. When you go shopping or visiting friends the band will go out of range of the base and this will be visible to your responders if they have access to your activity graph. This tells your responders that you are likely to be out.
Essentially there are two things the wearer needs to know. If you want help squeeze the band (press both buttons).
If the band buzzes and you don’t want help press a single button.
- The squeeze
Place a thumb on a button on one side and forefinger on the other and gently squeeze together until you are aware of a click.
- The single button press
I’m OK confirmation and alert cancel.
Place first and second finger either side of the button on one side. This will hold the wristband stable as the button on the other side is pressed.
Then press thumb against the button on the other side and gently push towards the gap between your first and second fingers.
It does not make any difference which button is pressed as long as they are not both pressed together.
You should become aware of a gentle click when the button has been pressed.
There are illustrated instructions in the User guide.
You are advised to test the Assure by going further away (such as the end of the garden) or to places where the signal might be poor (such as a garage or cellar).
During the test the Assure band should be worn and the base must be connected to the internet.
Log in to your account at myacticheck.com and go to MY BAND. Set the Range Test switch to ON then click on Save Changes. The band will now buzz every time you press a button. The lack of a buzz would means you are out of range. The range can be improved by repositioning your Assure base as high as possible and clear of any obstructions. Alerts are disabled during the range test which times out automatically after 15 minutes.
If you cannot log into your account you can still range test but this does have the risk of calling an alert, so be sure to press a single button after 5 seconds whether or not you have felt a buzz – unless you really do want to call for help.
The band buzzing demonstrates that the message has got to the system and back (i.e. everything is working well). The lack of a buzz would mean that you might want to reposition your Assure base.
The Assure band continuously monitors movement.
Every minute it records the orientation of the band and accumulates these readings over time to provide a metric for movement. The variation between high and low activity will vary from person to person but most people show a distinct variation between normal daily activities, sitting in a chair and sleeping for instance.
We believe that this information is invaluable as chosen responders can check up on you in real time and confirm you are OK.
Your base will need connecting to a power supply by one of the following methods:
Powering your base from your internet router
Many routers have a USB port which is capable of powering the Assure; if you have one available this is the simplest way.
The Assure base requires a 5V USB supply power capable of providing up to 200mA. Some broadband routers have a USB port that can be used to power the Assure base. You will need to refer to your broadband router manual to confirm it is capable of providing the power required. As the Assure system requires a permanent Internet connection, powering the Assure base from the router ensures that both are always on.
Powering your base from through a wall socket
If your router does not have a suitable spare USB port you will need to use the USB power adapter supplied with the system. This is an international adapter that has plugs to fit with most sockets around the world.
Note if there is no power to the base you will not be able to raise alerts however your responders will be able to see that there has been no recent communication with the Assure base.and people you choose will also receive an email to let them know the base is not communicating
Cellular systems have batteries
The cellular Assure system has a 20 hour battery back-up.
The Assure base requires a 5V USB power source capable of supplying 200mA.
The Assure base receives power though a cable that is plugged in to either
- a USB socket in your router
- an adapter plugged into a standard 3-pin wall socket.
The cable and adapter is provided for either of these options.
Please do NOT plug into other adapters as they may not be the right voltage and may affect the functionality of the system.
Typical power consumption is 1W which amounts to less than 10kWh over a year (about Â£1 at typical electricity rates)
Typical data usage is normally under 5MB per month though 10MB should be allowed. This is a tiny amount of any data allowance and is unlikely to be noticeable.
The Assure base connects to the internet via the supplied cable and your broadband router, which must support DHCP and DNS.
Cellular systems will connect to the internet by themselves but it is still advisable to connect via a broadband router if possible.
NFC is a global standard which we have incorporated with each user having a personal webpage, if they choose to use it. NFC enabled devices such as smartphones can be sent to this web address by simply touching against the face of the band.
The Assure band includes an NFC tag, which holds two items of information unique to the band: a serial number and URL (web page address). Together they provide the option to store information which a first-responder can access by touching an NFC reader (such as a smartphone) to the band.
The Assure is designed to be water resistant and to surpass ISO 2281. This means it is suitable for day to day wear including washing, showering and bathing. However if you are active in swimming or watersports which may involve submersion deeper than 1m you are advised to remove the Assure for the duration of the activity.
The band strap is in permanent contact with the skin and is made of medical grade silicone to minimise toxic or injurious effects on the wearer.
All materials used comply with EU regulations and the product has full CE conformity.
The Assure band to base communications use the following frequency bands.
The Social Alarms section of the 869 MHz ISM band.
The Bluetooth Low Energy section of the 2.4 GHz ISM band.
Your Assure conforms to the standards set by the
European Telecommunications Standards Institute (ETSI) short range radios used for social alarms.
The power transmitted is less than 1/100th that of a typical mobile phone.
The Assure uses a combination of movement, capacitive sensing and temperature to decide if the Assure band is being worn.
To err on the side of caution the Assure band treats movement as confirmation of being worn. The system is designed to work best if the Assure band is worn all the time but if you are carrying it in a bag or perhaps in luggage that is in a moving car, and if it can connect to a base or linked smartphone, alerts could be raised as if it was on the wrist. If you expect to carry rather than wear the Assure band when you are in range of a base or linked smartphone you could use “Airplane mode” to stop alerts from being raised.
Simply looking for movement would not help if the wearer was still (e.g. unconscious) so we also use capacitive sensing to see how close the band is to a conductive body (normally the wearer’s wrist). If we sense that it is close this will also register as being worn to enable appropriate alerts.
To protect against false alarms you should:
- Wear your band all the time
- If you take it off put it on a solid surface and lay it flat, with one of the buttons facing down and the other up. Surfaces that could be knocked such as in a drawer or on a piece of furniture that might be jarred may lead to false alarms
- Put your smartband into Airplane mode.
The Assure life saving wristband has been developed to have a one year battery life. This means that it’s a truly ‘fit and forget’ band. We have enabled this by proprietary battery management capabilities and designing the system to provide the level of service you need rather than providing many different features and options that may never be used.
It is likely the Assure would give service for well over a year, however to achieve the one year service we advise a typical usage to be an I’m OK check once a day and no more than three Alerts a week. The band transmits to the base whenever a button is pressed or if a potential fall is detected, and otherwise at 15 minute intervals. Although this interval can be altered on request, making it more frequent will compromise the battery life and reduce the service period. When such a change, or an additional I’m OK check, is requested we will ask for your consent to reduce the remaining service period before implementing the request.
Your Assure band is sealed and the battery cannot be changed, however we continuously monitor the battery levels of all Assure bands and will let you know well in advance when it is time to replace your band.
Your Assure band continuously monitors movement and raises an alert when it detects unusual activity. It is triggered by a physical shock followed by a period of stillness and can sometimes be triggered by a sudden movement just before sitting down. Your band will buzz and your base will sound and you can cancel the alert using a single button press. If you find there are circumstances where the shock alert is repeatedly triggering, you can cancel the alert before it occurs by pressing a single button when you sit down.
This is a feature of certain web browsers, not of the Assure system.
Once a phone number has been entered and a verification call made, the system does not change it but the browser displays it as a numerical value. Please do not attempt to put the zero back: if in doubt, you could view the page with a different browser.
The two-tone ‘siren’ sound indicates that an alert is active but nobody has yet confirmed that they are able to respond.
You can close the alert by confirming you are OK by pressing a single button on your wristband or you can temporarily cancel the sound, whilst keeping the alert active in the system, by pressing either of the volume buttons on the base.
We calculate whether your band is being worn by looking at a combination of information which is fed back to the system. There are things you can do to help us ensure that your band is reporting suitably and an overview of of this is available at “Worn detection”.
There are three reasons your Assure band might show as being worn when it is not.
- The band is being moved
The Assure band assumes that if it is moving it is being worn so if your band is in a pocket or a bag for instance it may report that it is being worn even when it is not. If you are planning on moving your band when it is not being worn you might consider putting it into ‘Airplane mode’.
- Reporting lag
The band sensor works by comparing readings from the recent past and looking for significant changes to indicate whether the band is being worn. These readings get reported periodically so the dashboard can have a delay between the band being taken off and a change in the displayed status. However incidents such as I’m OK checks will update the latest status of the band to ensure it is using the current status so alerts are handled appropriately.
- Water or other conductive materials under the orange section of the band
The band sensor looks for the level of capacitive coupling across the bottom of the module. Your wrist is far more conductive than thin air so the band reads a higher level when on the wrist however there are other ways of getting a high reading. For example, getting water under the module may give a positive reading. Wearing the Assure band all the time means that it will inevitably get wet (in the shower or swimming): when wet it will default to reporting being worn which, in most circumstances, will be correct.
See Also “Worn detection”
There are two ways to check your system is fully connected and working.
Try raising an alert with a squeeze, wait for the buzz, then clear the alert with a single button press.
If the band doesn’t buzz when you raise an alert, then look at your Assure Base and check whether you can see two lights on solidly.
Your Assure system performs a check several times an hour. If all checks pass, the BAND and INTERNET lights will be permanently ON.
If either light is OFF or FLASHING, please refer to My base lights are not working
NOTE: it is normal for the lights on the Assure Base unit to occasionally flicker.
ALL LIGHTS OFF
No power. Check that the cables are all connected correctly and the power is on.
BAND CONNECT light
ON – normal operation
FLASHING – base is in pairing mode – See ‘pairing’ in your User Guide
OFF – No band communication (note this may occur if the band has gone out of, or recently come back into, range. A single button press will cause the light to turn back ON)
INTERNET CONNECT light
ON – normal operation
OFF – no communication with Acticheck system (see warning light below)
OFF – normal operation
ON or FLASHING and Internet connect light ON: Base is not yet registered at myacticheck.com.
ON or FLASHING and Internet connect light OFF: There is no internet connection.
First check for a GREEN light by the INTERNET SOCKET on the back of the base.
If the green light is OFF then check that the internet router is ON and the blue internet cable is securely connected (clicked) at both ends. If the green light is ON there are two possibilities.
- The router has lost internet connectivity (most routers have a light marked INTERNET or a TICK).
- The internet router is not configured to support DHCP. Try turning off the router, wait 30 seconds and turn it back on again.
There could be a number of reasons that you are unable to raise an alert. Let’s review what these may be:
- Either the buttons are not being pressed hard enough or only one is being pressed. Try pressing both buttons with a little extra pressure. You may be able to feel or hear a gentle click as you press the buttons, and you will receive a buzz from the band if an alert is being raised.
- Ensure the base on (if no lights appear there is no power to the the base).
- Check the band is connected and registered with the system.
- Ensure there is internet connection to the base unit – the Internet connect light will be lit.
- Make sure you have at least one responder’s details in your portal at MyActicheck.
The base has sounds that indicate the state of an alert. There are three distinct stages.
- The pre-alert sound. This is an intermittent single tone that indicates that the system is in pre-alert. While this sound is playing you can cancel the alert by pressing a single button on the band.
- The alert sound. This is a two-tone siren indicating that the alert is now active. This can be set on your personal area of the website (My Acticheck) to be either continuous or played once. If continuous the siren will continue until one of your responders has indicated that they can help. If no responders have indicated they are willing to help, the base will continue with the alert sound to indicate to the wearer that nobody has responded. It can be cancelled by a single buttons press on the band.
- The confirmation sound. This is four rising tones and indicates that the alert or pre-alert sequence has ended.
The sound volume can be adjusted using the two buttons on the base. Pressing either button will also cancel any sound.
Once an alert has been triggered and the pre-alert checks have gone unanswered the Acticheck system starts to call your responders.
We will automatically check who has said they are available at this time and call them in the order you have put them on your ‘My Responders’ tab.
Each call which is picked up will be read a message telling them that you are asking for help and, if the alert was raised through an Assure base station, the location which is linked to it. They are then asked to press ‘1’ on their keypad if they are willing to take responsibility. We will cycle through your contact list three times (not twice as stated elsewhere) to try and get a positive response; it is your responsibility to ensure that you have enough people on your caller list that there should always be cover.
Once someone accepts responsibility we will read your access instructions and In Case of Emergency (ICE) to them and we will also text and e-mail them this information.
The Alert sequence can be cancelled at any time by pressing a single button on the band however it will not cancel any currently active responder call.
When an alert has been raised we use the following seconds to check with the wearer whether they want to cancel the alert. If the wearer does neither of the cancellation actions the full alert is initiated.
The Assure band will buzz inviting the wearer will confirm they do not need help. If it is configured to do so, the Assure base will also sound as another indicator that an alert sequence is in process. Failure to cancel the sequence with a single button press (or a shake of the band if enabled in MY BAND )will lead to the automated check call.
Automated check call
The phone number associated with the Assure base, or the smartphone running the app, that has triggered the alert will be phoned and the wearer will be asked to key ‘1’ on the telephone keypad if they do not need help. If ‘1’ is not pressed the sequence will continue to full alert where responders are called in sequence until one agrees (again by pressing ‘1’ on their keypad) to follow up.
There are currently four triggers for alerts.
I’m OK checks
At a time, or times, to suit you each day you can ask your system to check you are well. Your Assure band will buzz on your wrist and you can confirm you are OK with a single button press (or a shake of the band if enabled in MY BAND). If you are unable to do this immediately, not to worry, you will have two more chances over the next five minute before we raise the status to an alert. We will only raise an alert if we detect the Assure band is being worn but is not being responded to. We will also note on your portal the reason for any non-delivery of an I’m OK check – the wearer being marked as being on holiday, the Assure band is out of range or is not being worn.
(These have previously been known as Wellness checks and as No Response checks).
Wearer initiated SOS
A simple squeeze of the band (pressing both buttons at the same time) will start the pre-alert sequence. This is the only alert that will work even if the band is not detected as being worn.
If your band detects a jarring movement it then ‘monitors’ for a period of stillness in the following minutes. If a few minutes of normal activity passes the system assumes that you are fine and reverts to monitoring for jarring again. If a jarring movement is followed by a lack of movement, but the band is being worn, then an alert is raised.
An additional feature of this mode is that an alert can be raised without the need for a squeeze by hitting the hand with the Assure band against a hard surface a couple of times and then holding it still. You can read more about falls here.
Your Assure base station reports its temperature every 15 minutes. You can set a minimum temperature and times of day when you’d like this to apply and if we detect the Assure band is being worn during these times and the house is colder than you’d like we send an email to anyone marked as an administrator.
If the system does not hear from your Assure base station for a little while we will send an email to all administrators. This means in the event of a power cut or internet outage (or even an accidentally removed plug) you will know. We also send an email as soon as the system is connected again so it is always worth checking your inbox.
If you choose, our base station will send emails to anyone marked as an adminstrator if it records below 5 degrees C, even if the property is empty. This might give you vital time to protect your pipes.
There is other information on the wearer’s dashboard which can be seen by them and by anyone else who is designated.
- the temperature of the base, which if positioned in a suitable room may indicate the temperature of the property.
- whether the Assure band is being worn
- the wearer’s movement patterns
Each of these may give valuable information for a carer (who is a designated ‘administrator’) and we will be exploring how we can create automated alerts /notifications in the future.
In your account click on the My Responders.
Put your mouse pointer on the title bar next to the person you would like to be called sooner or later in the list, click and hold your mouse and drag the responder to where you would like then to be in your list and release the button on your mouse.
Once you have all your responders in the order you want them, press Save (top right) to lock this order in.
You can add a second band to a base so that a partner or carer can be protected too.
Though each wearer will have their own specific band the primary band wearer is a proxy for the second band wearer so they will share their responders.
If you’d like a second wearer on the same account you should order an additional band from the shop. When the new band arrives select Add New Proxy Band on the MyBand screen on the portal and follow the instructions.
Setting Airplane mode requires a careful procedure, to be sure that it doesn’t happen by accident.
- Find a quiet place (so probably not just before the plane takes off!).
- Take the band off and hold it close to your ear, upside down (ie with the orange section upwards).
- Press and hold one button for about 7 to 8 seconds until you sense a very short, quiet buzz (the “blip”).
- Immediately release the button, press again and release immediately.
You should sense 3 more blips, but the first may be masked by the click of the button so if you hear 2 but not 3, don’t worry.
If you are doing this within sight of the base, don’t worry that the “Band connect” light doesn’t go out straight away: that won’t happen until the next routine transmission is due.
The Assure has been designed to be very simple to use.
The wearer only needs to remember two operations:
- If they want help to squeeze both buttons on the band
- If the Assure band buzzes press a single button to confirm they are OK.
Once fitted there is no reason to take the bandÂ off, the battery lasts for a year and is waterproof for showering and bathing.
And as far as responders are concerned, usage it also simple. Just answer the phone and if you are able to help press ‘1’ on your keypad. We’ll then speak, email and text all the details you need to help.
The online dashboard is available to the wearer and designated responders and provides a simple summary of recent activity of the wearer. Setting up the system is straightforward and can be undertaken remotely by a relative who can then install the physical equipment in a few minutes on a visit.