Find the answers to frequently asked questions here

  • General questions about SmartLife Care

    For how long is my alarm unit under warranty?

    24 months, if you purchase your alarm unit. With rental, the warranty lasts as long as the subscription. The warranty does not cover mechanical damage such as defective housings or water damage.

    Is there a money-back guarantee?

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

    How can I trigger an alarm?

    Activate the pendant or the alarm unit by pressing the button for two seconds. Your alarm unit starts beeping and the alarm is started. A triggered alarm cannot be stopped, but does not result in additional charges.

    Where can I buy an alarm unit from SmartLife Care?

    You can purchase the alarm units online on our website or by telephone via the free hotline on 0800 84 37 27 – or at a Swisscom Shop or specialist dealer. Rental devices can only be obtained through the website or free Hotline.

    Can I connect more than one alarm bracelet?

    With the Mini and Flex solutions, up to five alarm bracelets can be connected; with Genius, up to 99 are possible.

    Are there additional sensors such as smoke alarms, flood alarms and fall detectors?

    Yes, such sensors are available. For instance, the fall detector for Mini, Flex and Genius. With Genius, up to 99 additional sensors can be connected.

    Can I bring my SmartLife Care alarm unit to my holiday home?

    The alarm units have been designed and tested for use in Switzerland and Liechtenstein. In these two countries, you can bring your units along and connect them without any problem. In other countries, there is no guarantee that they will work, and arranging for assistance can also be very difficult depending on the destination. We therefore recommend obtaining travel insurance before travelling abroad.

    What is the ‘day alarm’ in the Genius solution?

    This is an additional function. The alarm has to be triggered and received once a day; otherwise the alarm is automatically triggered. You can activate the daily alarm  in the customer centre.

  • What happens if I trigger an alarm?

    With the Basic subscription?

    • The telephone  of the selected contact person rings. If the person picks up, they hear the announcement ‘emergency call from Mr Example’.
    • Your contact person presses the 5 key to confirm the call. Then you can speak. If no one picks up or the call is not confirmed, the alarm unit attempts to reach the next of up to a maximum of 10 contact persons. The process is repeated up to five times.
    • If no one is reached, an SMS or email is sent to all stored contacts notifying them that an alarm has been triggered.

    Tip: It’s a good idea to have your contact persons save the telephone number of the unit.

    With the Comfort subscription?

    • The telephone of the selected contact person rings. If the person picks up, they hear the announcement ‘emergency call from Mr Example’.
    • Your contact person presses the 5 key to confirm the call. Then you can speak. If no one picks up or the call is not confirmed, the alarm unit attempts to reach the next of up to a maximum of 10 contact persons.
    • If no one picks up, the 24-hour emergency call centre is then called. The call centre talks 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. Our assistance is personal. But we always ensure that someone will visit you personally whenever needed, even if you can’t speak.

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

    With the Professional subscription?

    • You’ll be connected with our 24-hour emergency call centre immediately. 365 days a year. We see who triggered the call based on the incoming signal.
    • The call centre talks 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. Our assistance is personal. But we always ensure that someone will visit you personally whenever needed, even if you can’t speak.

    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??

    GPS coordinates are sent via email or SMS to the contact person who receives and confirms the call. During the call, they will receive the GPS coordinates of the last position, followed by the current position. 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 the coordinates with a specified margin of error. This localisation is done using the mobile phone network and therefore only provides approximate results.

  • 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 activate additional services, at any time.

    Can I switch my subscription?

    Can I transfer my subscription to someone else?

    Yes, you can. Notify us of the change in writing via email to support@smartlifecare.ch or post to:

    SmartLife Care AG
    Zürichstrasse 38
    8306 Brüttisellen

    I have bought an alarm unit and now wish to discontinue my subscription.

    You can discontinue your subscription at any time with a 30-day notice period to the end of a month – via email, via post or through the free hotline on 0800 84 37 27. SmartLife Care does not apply fees for initiating or discontinuing the Service.

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

    You can discontinue your subscription at any time with a 30-day notice period to the end of a month – via email, via post or through the free hotline on 0800 84 37 27. SmartLife Care does not apply fees for initiating or discontinuing the service.

    Rental alarm units must be returned to the following address.

    DHL Logistics (Schweiz) AG

    SmartLife Care Retouren

    Luterbachstrasse 1

    4552 Derendingen

    You can contact our customer service (free hotline 0800 84 37 27) and we will send you a postage-paid return label.

    Please retain the receipt of the posted package for tracking purposes. Rental alarm units may not be returned to Swisscom Shops. The customer is obliged to return the device undamaged within 10 days to SmartLife Care Ltd. If the customer does not fulfil this obligation, SmartLife Care Ltd reserves the right to invoice the customer for the unreturned alarm unit.

    How does the billing work?

    You choose billing 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 first of the following entire month. The termination notice in all cases is 30 days.

    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 – are charged to you. These additional costs are often covered by your health 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 for your alarm unit. Consult your doctor or health insurance for more information. Pro Senectute and the Supplementary Benefits office in your canton are also 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 (SB), you will receive a 50% discount on the monthly subscription fee. The discount does not apply to the purchase price of the device or the one-time provision fee for rental devices. 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 the Pro Senectute or other social counselling agencies.

  • Questions about activation, technology and security

    How do I activate my alarm unit?

    1. Connect it

    Mini/Flex: Connect your Mini or Flex to the power outlet and charge the unit for 4 hours until it is fully charged. The green LED display remains illuminated until the battery is fully charged. During operation, the green LED blinks regularly.

    Genius: Turn the switch for the emergency battery to ‘On’. First connect the power cable to your Genius unit and then connect it to the desired main supply outlet.

    2. Register

    Register your SmartLife Care emergency call device on our website, via post with the enclosed registration card or by telephone on our free hotline on 0800 84 37 27. If you ordered your alarm unit 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 alarm unit is ready for use and is 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 security thanks to the superior quality of the Swisscom network. The data is transmitted via modern 3G/UMTS/HSDPA networks. Your data is stored in highly secure Swisscom data centres in Switzerland.

    What happens if power is lost?

    The Genius features an integrated emergency battery and can withstand power outages of up to 24 hours. The Flex and Mini systems have a battery with an approximate service life of five years.

    Who can I contact if my alarm unit is defective?

    Our customer service will be happy to assist you. You can reach us on the free hotline on 0800 84 37 27 or via email to support@smartlifecare.ch.

    Can I change the battery in the alarm bracelet myself?

    The service life of the battery in the alarm bracelet is roughly 5 years. After that, the alarm bracelet must be replaced. For reasons of quality – water-resistance, for example – the battery cannot be replaced by the user.

    Is the Genius system monitored technically?

    Our servers monitor the following parameters around the clock:

    • Working condition of the Genius (real-time check)
    • Connection to a 230 V power outlet
    • Battery charge level in the Genius
    • Battery in the alarm bracelet
    • Battery of any other sensors

    How are the Flex and Mini technically monitored?

    Our servers monitor the following parameters every 2 hours:

    • Working condition of the Mini/Flex
    • Charge level of the battery in the Mini/Flex
    • Battery in the alarm bracelet
    • Battery of any other sensors

     

Free hotline 0800 84 37 27

Daily from 6:30 am to 8:00 pm.

We're happy to assist you.

Our address
SmartLife Care AG
Zürichstrasse 38
8306 Brüttisellen