Medical Alert FAQs | Philips Lifeline Frequently Asked Questions

Frequently Asked Questions

Check our Frequently Asked Questions below to get answers to common questions about products and service. If you have any questions and would like to speak with us, please feel free to call Customer Care at 1-800-387-1215.

Philips Lifeline Billing Information

Can I have the Lifeline monthly payment charged directly to a credit card?

In most situations, yes. Your Lifeline sales representative will be happy to tell you more about the availability of Pre-Authorized credit card billing in your particular area.

Can I pay my bill on this website?

No, at this time we do not accept payments on our website.

How do I sign up for an automatic Pre-Authorized Payment method (PAP)?

Please fill out the Pre-Authorized Payment form and mail it back to us. Please note that it may take up to one billing cycle for us to process your request. Once the Pre-Authorized Payment form has been set up, you will stop receiving invoices.

Will I receive a paper statement in the mail verifying that I signed up for PAP?

No, we will not send out verification. But once the method of payment is processed (which could take up to one billing cycle), you will cease to get paper invoices and begin getting an automatic withdrawal or a credit card charge.

Will I continue to receive a monthly statement confirming that the Lifeline Service has been paid?

No. Once you have fully converted from paying by check to PAP, you can confirm your payments to Philips Lifeline by reviewing your monthly credit card or bank statement.

If I am enrolled in PAP, can I view my transaction history on the Lifeline website?

No, we do not currently offer transaction history on our website. Your payments for the Lifeline Service can be seen on your monthly credit card or bank statement.

On which day will my payments be deducted?

Philips Lifeline will auto-withdraw each month on your existing bill date. The actual date it hits your credit card statement or applicable bank account is dependent upon your institution’s rules and practices.

Can my billing date be changed to one that better meets my needs?

Unfortunately, we are unable to change your billing date because the coverage period is based on this date. Making a change will cause duplicate charges for the same period.

What are some common reasons for a credit/debit card being declined?

For security purposes, we are not informed why a card is declined. Some common reasons for a credit/debit card being declined are: limit exceeded (no money available in account), wrong credit card number, or wrong expiration date. You should call your bank or credit card company for more information and then call us back when the issue is rectified.

If I need to cancel the Lifeline Service, will you also stop my automatic payments?

Once the service is canceled, your automatic payments will stop immediately. Please note that if we receive a signal from your Lifeline equipment after you have notified us to cancel, your services will be reactivated and your applicable PAP deduction will resume on the same monthly bill cycle.

Can I use online banking as a method of automatic payment to pay for the Lifeline Service?

Yes, you can. However, this method of payment still requires us to generate and mail an invoice, which will prompt an invoice fee.

Why am I being charged an invoice fee?

The costs associated with mailing invoices and processing checks continue to increase. This nominal fee will help offset a portion of these costs. We encourage you to switch to PAP to avoid this fee and save money on postage and envelopes. You will also spend less time on monthly bill paying and help contribute to a sustainable environment by reducing waste.

How do I get a copy of an invoice or a printout of my account history?

Please use the Contact Us form select ‘Billing,’ and you will hear back from one of our specialists within 1-2 business days.

What does my monthly Philips Lifeline invoice cover?

Your invoice outlines the monthly charge for the Philips Lifeline Medical Alert Service and rental of equipment, as well as any applicable state taxes.

Why am I being charged sales tax?

In some states, Philips Lifeline is obligated to charge you tax on any applicable rental or service. This is why your current charges are separated by the monitoring and equipment rental charge.

When is my payment due?

Payment is due upon receipt of the invoice.

Why is my last payment not reflected in the balance?

Invoices and payments often cross in the mail. Please allow up to seven days from the date you mailed your payment. Credit card payments or automatic withdrawal from your bank account can help eliminate this issue.

Medical Alert Button Information

Can I get the AutoAlert Help Button on a wrist strap?

No, the AutoAlert Help Button is only available as a pendant.

Can I use the Personal Help Button outside?

Depending on the range of your Personal Help Button, you may be able to use it outside of your home. It’s important to understand your coverage area. Conducting a range test will help you determine your coverage area. Watch our informational video on conducting a range test here.

Can I wear my AutoAlert Help Button with my pacemaker?

We suggest that you contact the manufacturer of your pacemaker and inquire about whether your pacemaker is susceptible to RF emissions consistent with the frequency of our device. The AutoAlert Help Button emits a radio frequency (RF) of 312MHz, and it is in compliance with FCC Part 15 restrictions, including those for radiated emissions. Therefore, by governmental standards, we comply with the rules and regulations required of a transmitting device such as ours.

Can I wear my Personal Help Button in bed?

Yes, we ask that you wear your Personal Help Button at all times when you are in your home. The button is designed to provide adequate protection against sending an accidental signal, even if you roll over on it.

Can I wear my Personal Help Button in the shower or bath?

Yes, the Personal Help Button is waterproof and should be worn at all times. However, please note that when the Personal Help Button is fully submerged, the signal is weakened and may not be received by the Communicator.

Can more than one person have a Personal Help Button?

Yes, up to two people in a house can have a Personal Help Button. To add a second subscriber to your Lifeline subscription, please call our Customer Care department at 1-800-387-1215.

Do I need to replace the battery in my Personal Help Button?

No. It has a non-rechargeable battery that can only be replaced at our factory.

Does the Personal Help Button have a speaker or a microphone?

No, there is no sound mechanism built into the Personal Help Button at this time.

How far away from the home unit will the Lifeline button work?

You can be in another room or on a different floor of your home. We’ll also test your button’s range to see if it works outside on your porch, in your garden, or elsewhere on your grounds.

What happens if I push the medical alert button and can’t get to the phone?

The Lifeline unit contains a highly sensitive speakerphone. If you still can’t hear it or answer, we will immediately follow up according to the instructions in your profile.

Will my AutoAlert Help Button call Lifeline if I accidentally drop it?

In most situations, the AutoAlert Help Button’s sensors can tell that it has been dropped, and it will not generate a Help Call. However, if a Help Call is sent, tell the Personal Response Associate that the Help Button was dropped and that you do not need assistance.

Are Philips Lifeline Personal Alert Buttons waterproof?

All of Philips Lifeline Personal Alert Buttons are 100% waterproof, not just water resistant and and can be worn in the bath or shower.

Product Information and General Questions

How much does the Lifeline medical alert service cost?

There is a monthly fee which includes the 24-hour monitoring and rental of the Lifeline equipment. The monthly fee may vary slightly depending on the equipment selected and/or program offering in your service area.

With Lifeline, there are no hidden costs, and you may discontinue the service at any time.

For pricing on the Lifeline programs nearest to you, simply call this toll-free number 1-866-784-1992.

Will calling for help with my Lifeline cause me to have higher telephone bills?

No. All help and test calls to our Response Centre are through a toll-free number.

Can I change the cord or wrist strap?

You are welcome to change the wrist strap yourself. However, if you have the pendant-style button you must use the Lifeline-supplied cord as it is designed to break away under certain conditions.

Can I use any phone/cable service with my Lifeline Communicator?

Most telephone services are compatible with Lifeline, with the exception of Verizon Home Connect and any other cellular/wireless phone service.

Can Lifeline be used if there is an Internet connection being used on the same telephone line?

Yes, but a filter must be installed on the line, just as it is for your other phones.

Do I have to connect a telephone to my Lifeline Communicator?

No, it’s not necessary for a telephone to be connected to your Lifeline Communicator, but it’s an option that allows you to have a phone in the same room as your Lifeline Communicator. Please refer to the User Manual that came with your product for important information on connecting an additional device to your Lifeline Communicator.

Do I need to call Lifeline if I am changing phone service providers?

No, but please be aware that the Lifeline Service is not compatible with Verizon Home Connect and any other cellular/wireless phone service. You should always test your Lifeline Service after changing phone service providers to confirm it is working properly. However, if you change your phone number, you do need to call Lifeline.

How can I be sure the Lifeline system is working?

We encourage you to press your button once a month to ensure that Lifeline is working properly.

How is the Lifeline service set up in the home?

In most situations, a Lifeline home service representative will schedule an appointment to install the home unit and test the service. This usually takes less than an hour as it is relatively easy to set up. The representative would also answer any questions to ensure that the subscriber is fully comfortable using the Lifeline service. Other times a representative may not be needed to come to the home. In these cases, the unit could be shipped to the home or picked up at the local Lifeline program. A caregiver could then set up the service using the easy to follow instructions and a dedicated telephone support representative would provide any needed assistance. It is best to contact Lifeline to determine the best way to set up the service.

How will I learn to use the Lifeline system?

When installed, the representative will carefully explain the system so that everyone understands how it works. If you need help later, a simple press of the button will connect you to a response associate who has all the answers.

I need to adjust my neck cord. Can I tie a knot in it?

No. Tying a knot may prevent the break-away feature from working properly.

What is the break-away feature?

Philips Lifeline neck cords contain a special fuse designed to breakaway under certain conditions to reduce the remote risk of strangulation. If the neck cord breaks apart, contact Philips Lifeline or your representative for a replacement.

How do I adjust the neck cord?

The neck cord can be shortened or lengthened using the following process:

To shorten: With a tab between your first finger and thumb of each hand, slide both tabs apart in line with your shoulders.

To lengthen: Pull one strand of the neck cord while sliding the tab to the back. Repeat on the other side.

Illustration of the process to lengthen the lifeline neck cord.

What if I move?

We can transfer your system to your new or second home. Just give us a few weeks notice to arrange the transfer.

What is your cancellation policy?

You have 10 days from the installation date to cancel the service and receive a full refund. After that the service can be cancelled at any time. However you will be charged the full month of service that you cancel in.

How do I return the equipment?

There are two options. We can send a local representative for a nominal fee of $29.95 + tax to pick up the equipment. Or we can arrange for a Canada Post pre-paid shipping label to be sent to you. All you need to do is box up the equipment, affix the pre-paid label, and drop it off a Canada Post outlet. There is no cost for this option.

Where is Philips Lifeline response center located?

We are proudly monitored in Canada. Our Response Centers are staffed 24/7 with caring, trained Response Associates are located at our headquarters in Toronto, Ontario and Montreal, Quebec and support multiple languages.

Where to buy Philips Lifeline?

Our service is exclusively available through our network of community and healthcare partnerships across Canada. We have partnered with these reputable agencies and facilities to ensure Philips Lifeline is accessible in your community.

Contact us to find out who your local provider is. We’ll provide you with everything you need to obtain the service locally in your community for you or your loved one.

Click here to Call Click here to contact us and Email