Emergency Notice
If someone is in immediate danger or needs urgent medical help, call your local emergency number (911) right now.
Contact Support
Get help fast - designed for seniors, families, and care teams
We're here to help you with any questions or issues you may have.
How to Reach Us
Live Chat - Fastest Option
Best for quick questions and how-to help
- • Available: 8:00 AM to 8:00 PM Eastern Time, Monday through Saturday
- • Typical response: Under 5 minutes
- • Start from Help Center or app (look for “Support” then “Chat”)
Email Support - Available 24/7
Send us details about your issue anytime
- • Always available - submit anytime
- • You can attach photos, videos, or error logs
- • You'll get a case number and email updates
- • We respond based on how urgent your issue is (see below)
Phone Support
Talk to a real person
- • Available: 9:00 AM to 6:00 PM Eastern Time, Monday through Friday
- • Phone number: +1 (571) 581-9373
- • You can also request a callback from our website
- • For urgent issues after hours, send an email and mark it as “call me”
Check System Status
See if there are any known service issues
- • Real-time updates on service availability
- • Information about any ongoing problems
- • Subscribe to get notifications about issues
How We Prioritize Your Request
We handle safety issues first. Choose the level that best describes your situation:
EMERGENCY - Immediate Help Needed
Examples: Someone fell, feels very sick, or the device detected “Help”
What to do: Call 911 first, then contact us to document what happened
Our response: Immediate guidance and notification to our on-call team
URGENT - Important Feature Not Working
Examples: Voice hub completely offline, alerts not sending to family
Our response: Within 30 minutes during business hours
MEDIUM - Partial Problems
Examples: Wearable syncing slowly, occasional Wi-Fi connection issues
Our response: Within 4 hours
GENERAL - Questions and Account Changes
Examples: Billing questions, plan changes, how-to questions
Our response: Within 1 business day
Note: These are our target response times. Actual times may vary. If you have a service contract, it may include specific response guarantees.
Try These Common Solutions First
Voice Hub Not Responding
Try these steps in order:
- Check that the power cord is plugged in and the light is on
- If there's a microphone switch, turn it off and back on
- Make sure your internet/Wi-Fi is working (check other devices)
- Say the wake word clearly (like “Help” or “Hello Aidra”)
- If still not working, use the app to run a device check and send us the results
Wearable Not Syncing Data
Try these steps in order:
- Make sure the wearable is charged and you're wearing it properly
- Open the app, go to “Devices,” tap your wearable, then tap “Sync now”
- Walk around for 30-60 seconds and check if you see a heart rate reading
- If still not working, try removing and re-pairing the device using the QR code or device ID
Alerts Not Being Sent
Try these steps in order:
- Go to Settings, then Escalation, and make sure your contacts and their order are correct
- Check that your contacts can receive text messages and calls (and aren't in Do Not Disturb mode)
- Use the “Test alert” feature - if this fails, contact us immediately as “URGENT”
Billing and Account Issues
For most billing issues:
- Log into your account and go to “Account” then “Billing”
- Here you can change your plan, update payment methods, or download invoices
- If something looks wrong or you need help, contact us as “GENERAL” priority
Contact Us Now
Fill out this form and we'll get back to you based on your issue priority.