Find the answers to frequently asked questions here

  • General questions about SmartLife Care

    What does a SmartLife Care emergency call solution consist of?

    All of our emergency call solutions consist of a base unit, a button and a subscription. In addition, you can add further accessories, such as a fall sensor or a smoke alarm. SmartLife Care also offers additional services through our partner providers (e.g. installation service, or intervention). We’d be happy to advise you via our free hotline, 0848 65 65 65.

    Which emergency call device is the right one for me?

    Do you still go out of the house alone? If not, then the unit will only be used at home. In those situations we recommend a Genius home personal alarm solution or an Allegra device. The Mini device is for when you are out and about. The Flex package is suitable for when you're at home or out and about. We’d be happy to advise you via our free hotline, 0848 65 65 65.

    Which subscription is the right one for me?

    If you have a large circle of acquaintances, with lots of people who could potentially come and help you in the event of an emergency, then the Basic subscription is the right choice. If you have a small handful of relatives but you also want to have the emergency call centre as a contact for emergencies, then the Comfort subscription is the right choice. An alarm can also be sent directly to the emergency call centre, who will discuss the situation with you and alert a relative, or if necessary the ambulance service.

    What is the definition of a contact person?

    A contact person is a relative or neighbour who in an emergency can come to your aid. The contact person has a key or knows the code to the key safe for the house.

    Who is the technical contact?

    The technical contact receives technical messages about the device via mobile phone or e-mail (e.g. battery, power failure) and after receiving the message can fix the problem, ideally within 24 hours.

    Can an alarm be stopped?

    No, for safety reasons an alarm cannot be stopped. You can, however, store your own telephone number as the first contact person and then in the event of a false alarm answer the call yourself.

    For how long is my emergency call device under warranty?

    For devices purchased from October 2018 on, the warranty is three years when you purchase your device (excluding emergency buttons). A warranty period of two years applies to units purchased prior to October 2018. With rental, the warranty lasts as long as the subscription. The warranty does not cover mechanical damage such as defective housings or water damage. There is a two-year warranty on the alarm buttons.

    Is there a money-back guarantee?

    Goods purchased online have a 14-day money-back guarantee. They must be returned in their original packaging. Goods purchased from a retailer must be returned directly to the retailer.

    How can I trigger an alarm?

    Press the alarm button or the button on the base unit. With the Allegra and the Voce, you can trigger the alarm with your voice, by saying "Sara, alarm!". Your device will start beeping and the alarm will start. A triggered alarm cannot be stopped. There will be no additional charges.

    Where can I buy a SmartLife Care emergency call solution?

    You can purchase our solutions online on our website or by telephone via the free hotline on 0848 65 65 65 – or at a Swisscom shop or specialist dealer. Rental devices can only be obtained through the website or free hotline. Accessories can only be ordered directly on our website or via our hotline.

    Can I connect more than one alarm button?

    A maximum of five emergency call buttons can be connected to the Mini and Flex, up to 99 to the Genius and the Allegra.

    Are the alarm buttons waterproof?

    Yes, all emergency call buttons and medallions are waterproof and can be used when showering. Except for the Serena and Vito emergency call watches and the fall sensor. These are only splash-proof and cannot be worn for showering.

    My alarm button triggers too many alarms. What can I do?

    Try wearing it on the other wrist. This simple measure usually helps.

    Do you offer any other sensors, e.g. smoke alarm, water alarm or fall sensor?

    Yes, we offer those sensors, for example the fall sensor for Mini, Flex, Genius and Allegra. Up to 99 additional sensors can be connected to the Genius and the Allegra.

    Does the emergency call solution work abroad?

    Our solutions have been developed for use in Switzerland and are limited to use in Switzerland and the Principality of Liechtenstein, due to the integrated SIM cards. Relatives or our call centre will organise help on the spot in the event of an alarm and provide assistance quickly. This is only feasible in Switzerland and the Principality of Liechtenstein.

    Can I bring my SmartLife Care emergency call device to my holiday home?

    The emergency call devices have been designed and tested for use in Switzerland and Liechtenstein. In these two countries, you can bring your devices along and connect them without any problem. Please inform our customer service of your holiday address or leave it in the Customer Centre under Notes along with the duration of your stay.

    What is the ‘day alarm’ button on the Genius and the Allegra?

    The daily alarm button monitors our customers’ activity. When the daily alarm button is enabled, the green button on the Genius or Allegra must be pressed once a day (within 24 hours). If it is not, the emergency call device emits a beep every 10 minutes. After an hour of this, a message is sent (by email and/or SMS) to the first alarm contact and the technical contact. The daily alarm function can be enabled in the Customer Center.

    Can I call my emergency call device directly?

    Yes. After enabling this function in the Customer Centre, you can answer the call by pressing the emergency call button or the alarm button on the device. You can find the number of your device in the Customer Centre. This function is disabled by default, to prevent unwanted advertising calls.

    How do I use the online Customer Centre?

    In the Customer Centre, you can register devices, change alarm contacts, update your information and technical contact, and add notes. You can also enable/disable the daily alarm function and access other functions. In addition, for Flex and for the Mini, GPS coordinates can be viewed and the device search function can be enabled/disabled. With the Allegra, you can change the radio station, the colour of the ambient light, and voice control. You can also manage other functions such as allowing or blocking calls to the emergency call device.

    How do I reset my password for the online Customer Centre?

    You can easily reset it using the "Forgotten password" function.

  • What happens if I trigger an alarm?

    What happens if I trigger an alarm with the Basic subscription?

    • The telephone of the selected contact person rings. If the call is answered, the voice announcement "Emergency call from 'John Smith'" will be played. Please press the 5 key.
    • Your contact person must then press the 5 key to confirm the call. You can then speak. If no-one picks up or the call is not confirmed, the device will attempt to reach the next of up to a maximum of ten contact persons. The process will be repeated up to five times. Each contact person will be called for 20 seconds.
    • If no-one can be reached, an SMS or e-mail will be sent to all stored contacts notifying them that an alarm has been triggered.
    • You must provide at least three contact persons, to ensure that assistance can be provided.

    Tip: It’s a good idea to have your contact persons save the telephone number of your device. You can find the number in the Customer Centre.

    What happens if I trigger an alarm with the Comfort subscription?

    • The telephone of the selected contact person rings. If the call is answered, the voice announcement "Emergency call from 'John Smith'" will be played. Please press the 5 key.
    • Your contact person must then press the 5 key to confirm the call. You can then speak. If no-one picks up or the call is not confirmed, the device will attempt to reach the next of up to a maximum of ten contact persons.
    • If no-one picks up, the 24-hour emergency call centre will then be called. The call centre will talk to you about what type of help is required. Depending on your wishes, a relative or neighbour can be notified – or professional help provided if necessary. We’ll stay on the line until help arrives. You will receive personal assistance. We will always ensure that someone makes an in-person visit whenever needed, even if you are unable to speak.
    • You must provide at least three contact persons, to ensure that assistance can be provided.

    Tip: It’s a good idea to have your contact persons save the telephone number of your device and the number of the emergency call centre (044 655 15 00) in their contacts.

    What happens if I trigger an alarm with the Professional subscription?

    • You’ll be connected with our 24-hour call centre immediately. 365 days a year. Based on the incoming signal, we can see who has triggered the call.
    • The call centre will talk to you about what type of help is required. Depending on your wishes, a relative or neighbour can be notified – or professional help provided if necessary.
    • We’ll stay on the line until help arrives. You will receive personal assistance. We will always ensure that someone makes an in-person visit whenever needed, even if you are unable to speak.
    • Ideally at least three contact persons should be provided, to ensure that the emergency call centre can provide assistance.

    Tip: It’s a good idea to have your contact persons save the telephone number of the emergency call centre (044 655 15 00) in their contacts.

     

    How does the localisation function work?

    Your coordinates will be found via GPS, Galileo and/or mobile telephony and sent by e-mail or SMS to the contact person, who will receive and acknowledge the call. During the call, they will receive the GPS coordinates of your last and then your most current position. To ensure accuracy, the connection to the emergency call device must be maintained for approx. three minutes.  Please note that GPS coordinates cannot be sent to landline numbers and can only be determined when outdoors. If you are inside a building, your contact persons will generally receive coordinates with a specified margin of error. This function uses the mobile phone network and therefore only provides approximate results. The GPS coordinates can also be requested in the Customer Centre or via the free hotline, 0848 65 65 65.

  • Questions about subscriptions, management and costs

    How can I change my contact persons?

    In the Customer Centre, you can change the telephone numbers of your contact persons, your personal information and your settings, or enable additional services at any time.

    Can I switch my subscription?

    Of course. Please call our free hotline 0848 65 65 65 or send an e-mail to support@smartlifecare.ch. You can upgrade at any time with immediate effect; you can downgrade at the end of the billing period.

    Can I transfer my subscription to someone else?

    Yes. Notify us of the change in writing, via e-mail to support@smartlifecare.ch or post to:

    SmartLife Care Ltd
    Zürichstrasse 44
    8306 Brüttisellen

    I have purchased a device and now wish to cancel my subscription.

    You can cancel your subscription at any time with a 30-day notice period effective as of the end of the month – via e-mail, by post or through the hotline on 0848 65 65 65. SmartLife Care does not charge an activation fee nor a cancellation fee.

    I rented my device and would now like to discontinue my subscription and return the device.

    You can cancel your subscription at any time with a 30-day notice period effective as of the end of the month – via e-mail, by post or through the hotline on 0848 65 65 65. SmartLife Care does not charge an activation fee nor a cancellation fee.

    Rental devices must be returned to the following address.

    Fastlog AG
    SmartLife Care Retouren
    Luterbachstrasse 1
    4552 Derendingen

    You can contact our customer service (free hotline 0848 65 65 65) and we will send you a postage-paid return label.

    Please retain the receipt of the posted package for tracking purposes. Rental devices cannot not be returned to Swisscom shops. You must return the device undamaged within ten days to SmartLife Care Ltd. If you do not return the device, SmartLife Care Ltd is entitled to charge you for the unreturned device.

    How does the billing work?

    Billing is on a three-month or six-month basis. We’ll waive your first, or current, month’s subscription fee. Charges will only begin to apply starting on the 1st of the subsequent full month. The notice period for cancellation is 30 days in all cases.

    Do any charges apply if I trigger an alarm?

    There are no additional charges for calls or triggered alarms. Costs for services provided by professional emergency services – e.g. ambulance or fire brigade – will be charged to you. These additional costs are often covered by your health insurance or other insurance.

    Does health insurance cover some of the costs?

    Depending on the intended use and your level of insurance cover, some insurance companies will cover part of the cost of your emergency call device. Consult your doctor or health insurance for more information. Pro Senectute and the Supplementary Benefits office in your canton will also be happy to provide information.

    In cases of dire financial need, we recommend submitting a request for financial support to the Hatt-Bucher-Stiftung. The request can be submitted through Pro Senectute or other social counselling agencies.

    Is there a discount for recipients of Supplementary Benefits?

    Yes. If you receive Supplementary Benefits [EL] , you will receive a 25% discount on the monthly subscription. This discount does not apply to the purchase price of the device or the one-time provision fee for rental devices. To receive this discount, please submit a copy of the Supplementary Benefits statement within ten days of registration. If the copy arrives later, the discount will be applied to your next bill. We do not provide refunds in such cases. The copy can be sent by post or electronically to support@smartlifecare.ch.

    If your budget is still too tight, we recommend that in cases of financial hardship you apply for support from the Hatt-Bucher Foundation. The request can be submitted through Pro Senectute or other social counselling agencies.

     

    All my Ellipse emergency button covers are used up. Do I need to buy a replacement?

    For safety reasons, the coloured covers of the Ellipse alarm bracelet have predetermined points which give way if you get caught. If you have used up the existing six covers, we can provide a one-time replacement free of charge. Please contact our customer service on 0848 65 65 65 for a free replacement.

  • Questions about activation, technology and security

    How do I activate my emergency call device?

    1. Connect

    Mini/Flex: Connect your Mini or Flex to the power outlet and charge the device for four hours until it is fully charged. The green LED display will remain illuminated until the battery is fully charged. During operation, the green LED will blink regularly.

    Genius/Allegra: Turn the switch for the emergency battery to ‘On’. Connect the power cable to your Genius device/Allegra and then connect it to the desired power outlet.

    2. Register

    Register your SmartLife Care device on our website, by post with the enclosed registration card or by telephone via our free hotline (0848 65 65 65). If you ordered your device online and have already entered your personal contact persons, you can skip this step. Activation can also be performed by a specialist retailer.

    3. Test

    After registration, your SmartLife Care emergency call device is ready for use and will be remotely monitored by us. Test your device with a test alarm at least once a month. There is no additional charge for this.

    How reliable is SmartLife Care?

    You benefit from maximum reliability thanks to the superior quality of the Swisscom network. The data is transmitted via modern 3G/4G/UMTS/HSDPA networks. Your data is stored in highly secure Swisscom data centres in Switzerland. All SmartLife Care systems are geo-redundant.

    What happens in the event of a power failure?

    The Genius and the Allegra have an integrated emergency power battery and can handle power failures for up to 24 and 18 hours respectively. The Flex and the Mini have a battery with at least 24 hours of battery life.

    Who can I contact if my emergency call device is not working correctly?

    Our customer service will be happy to assist you. You can reach us on the free hotline on 0848 65 65 65 or via e-mail at support@smartlifecare.ch. Our customer service is available daily from 6:30 a.m. to 8 p.m.

     

     

    The covers for my Ellipse emergency call button are torn, what should I do?

    You receive a one-time replacement of covers free of charge. You can reach us on the free hotline on 0848 65 65 65 or via e-mail at support@smartlifecare.ch. Our customer service is available daily from 6:30 a.m. to 8 p.m. We will be happy to send you a replacement.

    Can I change the battery in the alarm button myself?

    The life of the battery in the emergency call button is roughly five years. After that, the entire device must be replaced. For quality reasons, including water resistance, the battery cannot be replaced by the user. If the battery of the button needs to be replaced within the warranty period (two years), we will do this free of charge.

    How are the Genius and Allegra technically monitored?

    Our servers monitor the following parameters around the clock:

    • Functionality of the Genius and the Allegra (real-time check)
    • Connection to a 230 V power outlet
    • Battery charge level in Genius
    • Battery in the emergency call button
    • Battery of any other sensors

    How are the Flex and Mini technically monitored?

    Our servers monitor the following parameters every two hours:

    • Working condition of the Mini/Flex
    • Battery charge level in the Mini/Flex
    • Battery in the emergency call button
    • Battery of any other sensors

     

    Can I use an emergency call device if I have a pacemaker?

    The SmartLife Care emergency call devices work like a mobile phone with a SIM card. The alarm button is connected to the base unit by radio (protected emergency call frequency of 869 MHz). These technologies will not disrupt a pacemaker in any way. We recommend consulting a doctor before using an emergency call device.

    What happens if the telephone network fails?

    All our systems are redundant in both communication and data transmission. If the Swisscom network fails, the system will switch to another network and the emergency call will go through without any problems.

Hotline 0848 65 65 65

Daily from 6:30 am to 8:00 pm
We're happy to assist you.

Our address
SmartLife Care AG
Zürichstrasse 44
8306 Brüttisellen