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Frequently Asked Questions
Q: What is the Mobile Callback System?
A: Once activated through your mobile phone, the system is designed to call you back every 30 minutes (or in the intervals you specify) to check in on you. The system will continue to check in with you until you cancel the activation. By promoting the fact that you're being monitored, potential assailants are deterred. If you do not respond to a callback, we will immediately notify your first emergency contact and play back all the information you recorded about your current location.
Q: Why can't I just call 911 directly?
A: Mobile Callback is designed to help you when you cannot call 911. If an emergency arises and you do not confirm your safety through our system, we will immediately notify at least one of your emergency contacts who can immediately call 911 for you or come to your rescue.
Q: What is considered an emergency?
A: The emergency response is initiated when:
- Our system calls you and gets a busy signal, voice mail or no answer.
- The system is cut off before you enter your security code.
- You enter an incorrect security code.
Q: How will Mobile Callback handle an emergency response?
If our system gets a busy signal, transfers to voice mail, or there is no answer, the system will call back 3 times, three minutes apart. After the third attempt, we will notify your first emergency contact.
If our system is cut off during a callback before the proper security code is input, we will call back two more times immediately, then notify your first emergency contact.
If your security code is entered incorrectly/not entered at all we give you three tries. If it is not entered correctly on the third try, we notify your first emergency contact.
NOTE: It is important that you make sure your phone is turned on, with you, and having good reception in order to avoid any false alarms.
Q: What happens when the first emergency contact is notified?
A: Your first emergency contact will hear a message informing them that you did not respond to your most recent callback and will hear the message you recorded detailing your current location.
Q: What happens if the first emergency contact is unavailable?
A: We will notify the second emergency contact. If they do not answer, we notify the third contact on your list. The system will loop through your contact list two times. In order to keep yourself as safe as possible, it is important that you choose to list people who will be available to assist you throughout activation. Make sure they are aware that you have listed them as your contacts so they will know how to respond.
Q: I got a confirmation notice that my account was set up, but when I called in to activate the system it says I do not have an account.
A: Our service only recognizes callers who have not blocked their caller ID. If your call comes to our system as unlisted or unavailable, we will not recognize that it belongs to you. You can have the block removed by calling your wireless carrier.
Q: Where is this service available?
A: Our service is currently available throughout the U.S. and Canada.
Q: What hours can I use the service?
A: Any hours you need to use it. The system works round-the-clock.
Q: Do I have to buy or install any software?
A: No. The system works through your existing mobile phone.
Q: How often can I activate the System?
A: Once you have created your account, you have unlimited access to the Mobile Callback system and can activate it whenever and as often as you desire.
Q: Can I cancel activation before my next scheduled callback?
A: Yes. You’ll need to call in to the system and enter your security code. Then say "Cancel." The system will confirm that your current activation has been cancelled.
Q: How will Mobile Callback know where I am located?
A: When you activate the system, we ask you where you are. At this point, we record you telling us any information about your current location. The system will play back your message to make sure you are satisfied, and then it is kept on file throughout your current activation. If a problem arises and you are unable to confirm your safety, we notify your emergency contacts and will play this message for them so that they can verify your safety.
Q: How do I contact Customer Support?
A: Click here for all contact information.
Q: How will the system recognize me?
A: You will activate the system by calling in with your mobile phone. When you create your account, you will enter in all of your personal information. The system pulls up your record as soon as you call in, and to confirm the information is correct, it will ask you to enter in your four-digit security code.
Q: How long does it take after I create my account to use the Mobile Callback system?
A: After you create your account, it can take up to one business day for us to activate your account. Once complete, we will send you a confirmation e-mail letting you know that you can begin using your account.
Q: When will my credit card be charged?
A: Your Account Activation Fee and first month Monitoring Fee will be charged to your credit card within one business day. Your credit card statement will show a charge from "Mobile Callback." Your monthly Monitoring Fee will be charged each month on or near the anniversary date of your account creation. We will send a receipt for the charge via e-mail.
Q: How long is the term of my account?
A: Your account is set up on a month-to-month basis, and you can cancel at the end of any month should you choose not to renew the service.
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