User Guide 1
Welcome to the GreatCall® Family! Thank you for choosing the Lively® Mobile Plus. Your all-new mobile urgent response device features 5Star® medical alert service. With 5Star, you’ll have immediate, dependable access to our IAED-Certified Agents who are trained to provide help in uncertain or unsafe situations—24 hours a day, 7 days a week. This helpful User Guide contains everything you need to know about your Lively Mobile Plus. And if you have any questions or need assistance, our award-winning, 100% U.
Section 1: Getting Started................................................................... 1 Key Items in Your Lively Mobile Plus Box.................................................................................2 Your Lively Mobile Plus...................................................................................................................4 The Charging Dock...........................................................................................................................
Section 3: Fall Detection.................................................................... 38 Fall Detection.................................................................................................................................. 39 How Fall Detection Works........................................................................................................... 41 Confirming Fall Detection is Enabled.....................................................................................
MyGreatCall..................................................................................................................................... 48 Personal Emergency Profile....................................................................................................... 49 Sending a Test Call to Your Lively Mobile Plus..................................................................... 51 Sending a Tone to Find a Misplaced Lively Mobile Plus..................................................
Getting Started Section 1: Getting Started Topics • Key Items in Your Lively Mobile Plus Box • Your Lively Mobile Plus • The Charging Dock • Setting Up the Charging Dock • Powering On Your Lively Mobile Plus for the First Time • Using the Charging Dock • When to Charge Your Lively Mobile Plus • About the Battery Indicator 1
Getting Started Key Items in Your Lively Mobile Plus Box Lively Mobile Plus Charging Dock Magnetic Lanyard Clip Accessory 2
• Lively Mobile Plus – One-button Urgent Response device. • Charging Dock – Easy, drop-in design means no fumbling with extra cords. • Magnetic Lanyard – Wear your Lively Mobile Plus around your neck, safely (required for Fall Detection). • Clip Accessory – Attach to your pocket, belt, purse or where convenient. • User Guide – Everything you need to know about your Lively Mobile Plus.
Getting Started Your Lively Mobile Plus Speaker Battery Indicator Call Button Service Indicator Microphone 4
• Speaker – Integrated into the Lively Mobile Plus so you can hear the 5Star Agent or 9-1-1 Operator directly through the device. • Battery Indicator – Flashes red when the battery is low and flashes green when charging (learn more in “About the Battery Indicator” on page 20). • Call Button – Allows you to call 5Star Service or 9-1-1. • Service Indicator – Flashes green indicating that your device is ready to use (learn more in “About the Service Indicator” on page 33).
Getting Started Lanyard Slot Serial Number Power Button Charging Contacts 6
• Lanyard Slot – Attach the included Magnetic Lanyard for use around your neck. • Serial Number – This number is used for activating your device. • Power Button – Turns the Lively Mobile Plus on and off. • Charging Contacts – Allows charging with the included Charging Dock. i INFO By design, there is no volume control. If you are in a location where the device’s sounds may be disruptive, you may want to turn off your device.
Getting Started The Charging Dock Power Indicator Charging Contacts Power Cord 8
• Power Cord – Provides power to the Charging Dock from a wall outlet. • Power Indicator – Lights up green when plugged into a wall outlet. • Charging Contacts – Allows charging of your Lively Mobile Plus when docked. Getting Started The Charging Dock IMPORTANT! Do not place the Charging Dock in areas where it can get wet. If your device happens to get wet, please be sure to dry it before placing it into the Charging Dock. Failure to do so may cause an electrical shock or fire hazard.
We’ve included a Charging Dock to make it easy for you to always have your Lively Mobile Plus fully charged and ready to go. The following will guide you through how to set up and use the Charging Dock with your device. 1. Determine where you would like to place your Charging Dock. Do not place the charging dock in a location where it could get wet. 2. Plug the Power Cord into a wall outlet. 3. When powered on, the Power Indicator on the Charging Dock will illuminate green.
11 Getting Started
Powering On Your Lively Mobile Plus for the First Time Getting Started 1. Ensure that your Charging Dock is plugged into a wall outlet. 2. Lower your Lively Mobile Plus into the Charging Dock, as illustrated. 3. After a few moments you will hear “Setting up device, please wait.” This process may take several minutes. 4. Once complete you will hear “Welcome to 5Star” and the Service Indicator in the middle of the Call Button will begin flashing green, indicating that the device is working properly. 5.
13 Getting Started
IMPORTANT! Getting Started Your device is not ready for use until you hear “Welcome to 5Star” and the Service Indicator located in the middle of the Call Button is flashing green. If you hear a voice prompt saying “Activation failed at step...”, take a note of what step number it failed and contact Customer Care at 1-800-463-5412. i INFO Your Lively Mobile Plus may not be fully charged after powering on for the first time.
1. Lower your Lively Mobile Plus in the Charging Dock until the Charging Contacts on both the device and the Charging Dock make contact. You will hear a tone from the Speaker indicating that the device is placed properly and charging.
Getting Started 2. The Battery Indicator on your Lively Mobile Plus will flash green during the charging process. Once fully charged, the Battery Indicator will remain solid green.
Getting Started 3. To remove your Lively Mobile Plus from the Charging Dock, simply grasp the device and lift it up and away from the Charging Dock. You will hear a tone from the Speaker indicating that it is no longer charging. Unless additional charging is required, the Battery Indicator on the device will turn off to save power.
Always place your Lively Mobile Plus in the Charging Dock when you’re not using it so that it is always ready when you need it. We recommend charging each night when you go to bed. When the battery is low, the Battery Indicator will flash red and you will hear a tone reminding you to charge. The tone will repeat more frequently as the battery level decreases further. If the battery loses all of its charge, the device will power off.
i INFO Getting Started To protect the battery, the Lively Mobile Plus will automatically stop charging if the device temperature drops below 32°F or rises above 113°F. Charging will automatically resume when the device temperature returns to normal levels.
About the Battery Indicator Getting Started The Battery Indicator is located above the Call Button on your Lively Mobile Plus. The Battery Indicator lets you know the status of your device’s battery level. Refer to the table below for the common light patterns you will see from the Battery Indicator.
Using Your Lively Mobile Plus Section 2: Using Your Lively Mobile Plus Topics • Turning on Your Lively Mobile Plus • Calling 9-1-1 in an Emergency • Turning off Your Lively Mobile Plus • Answering Incoming Calls • When to Use Your Lively Mobile Plus • Connecting with Urgent Care • Where to Use Your Lively Mobile Plus • About the Service Indicator • Calling 5Star Using the Included Accessories • 21
Press the Power Button briefly. The Service Indicator will turn green and the Battery Indicator will turn green. Alternatively, placing your Lively Mobile Plus into the Charging Dock will also turn on your device if it was previously turned off. After a few moments, you will hear a tone and a voice prompt of “Welcome to 5Star.” The Service Indicator in the middle of the Call Button will begin flashing green indicating that the device is powered on and ready to use.
Press and hold the Power Button until you hear a tone and voice prompt of “Powering off.” The Service Indicator and Battery Indicator will turn solid red for a few seconds indicating that the device is turning off. Your Lively Mobile Plus is completely off when both of these indicators turn off. i INFO We recommend keeping your Lively Mobile Plus powered on at all times, as well as charging it every night, so you can always have immediate access to help in an uncertain or unsafe situation.
When to Use Your Lively Mobile Plus • • You’re having trouble breathing. You have a weird tingling in your arm and you are not sure what to do. • You slipped and fell in the shower. Using Your Lively Mobile Plus Potential emergency situations: General assistance or cautious situations: • • • You locked yourself out of your house without the keys. You are driving and are lost. You heard a strange noise on your roof. • You think someone is in your house.
Your device is completely mobile and is powered by America’s most reliable nationwide network. You can use your Lively Mobile Plus at home or on the go, wherever you have cellular service. The Lively Mobile Plus is also waterproof so you don’t have to worry about using it in the shower, while washing the dishes or during that unexpected rain. IMPORTANT! Coverage and service are not available everywhere. You will not be able to make 5Star or 9-1-1 calls when cellular service is not available.
Your Lively Mobile Plus comes with 24/7 access to 5Star Service. Trained in CPR and other emergency procedures, IAED-Certified 5Star Agents will confirm your location using patented GPS technology, evaluate your situation and get you the help you need. To Call 5Star: 1. Press and release the Call Button briefly. You will hear a voice prompt of “Calling 5Star, press button to cancel”. If you pressed the Call Button by mistake, you will have a short moment to press the Call Button again to cancel the call. 2.
If Your Call to 5Star Requires 9-1-1 Assistance If you call 5Star and the 5Star Agent determines that you need emergency assistance, the Agent will connect you directly to 9-1-1 emergency services. 5Star Agents may provide emergency services or 9-1-1 Operators with information from your Personal Emergency Profile, such as your medications, allergies and personal contact numbers. 27 Using Your Lively Mobile Plus 3. To end the call, firmly press and release the Call Button.
i INFO Using Your Lively Mobile Plus To ensure our 5Star Agents always have your latest information, please regularly check your Personal Emergency Profile available at MyGreatCall.com. See “MyGreatCall” on page 48 for more information on how to manage your Personal Emergency Profile. IMPORTANT! Test or Accidental Calls to 5Star If you decide to test 5Star Service or accidentally place a call to 5Star, please wait on the line for an Agent to answer and advise them that you do not need assistance.
Calling 9-1-1 in an Emergency Using Your Lively Mobile Plus In addition to your 24/7 access to 5Star, your Lively Mobile Plus can also call 9-1-1 directly if you experience a critical emergency. To Call 9-1-1: 1. Press and hold the Call Button until you hear a tone and a voice prompt of “Calling 9-1-1 now.” 2. To end the call, press and release the Call Button. You will hear a tone and a voice prompt of “Call ended.
Answering Incoming Calls • After a 9-1-1 call, the 9-1-1 Operator will have the ability to call you back. • After a 9-1-1 call, a 5Star Agent may call you to see if you need further assistance. • You call 5Star and hang up immediately. • You call 5Star and somehow get disconnected. • You perform a “Test Call” from your MyGreatCall.com account page. • After activating your service for the first time you will receive a Test Call to confirm functionality.
To Answer an Incoming Call: 1. Firmly press and release the Call Button and speak clearly into the Microphone located at the bottom of the device. 2. To end the call, press and release the Call Button. You will hear a tone and a voice prompt of “Call ended.” If the person you were speaking with hangs up first, your Lively Mobile Plus will automatically end the call without the need to press the Call Button. i INFO The Lively Mobile Plus can only receive incoming calls from 9-1-1 Operators or 5Star Agents.
With certain GreatCall Health & Safety Packages, you have access to Urgent Care. Urgent Care provides you with unlimited health advice from experienced, registered nurses in English or Spanish, 24-hours a day, 7-days a week. To Access a Live Nurse: 1. Press the Call Button briefly. You will hear a voice prompt of “Calling 5Star, press button to cancel”. If you pressed the Call Button by mistake, you will have a short moment to press the Call Button again to cancel the call. 2.
The Service Indicator, located in the middle of the Call Button, will flash to indicate the status of your cellular service. This Service Indicator will let you know whether or not you have cellular coverage and if the device is powered on and ready to use. Refer to the table below for the common light patterns you will see from the Service Indicator.
Using the Included Accessories Using Your Lively Mobile Plus Clip Accessory The included Clip Accessory allows you to attach your Lively Mobile Plus to things like your purse, belt or pocket. To attach the Clip Accessory, slide the Lively Mobile Plus down into the accessory as shown in the illustration. IMPORTANT! Fall Detection Service is temporarily disabled when you use your Lively Mobile Plus with the included Clip Accessory.
Magnetic Lanyard Using Your Lively Mobile Plus The included Magnetic Lanyard allows you to wear your Lively Mobile Plus around your neck. To attach the Magnetic Lanyard, thread the lanyard through the Lanyard Slot at the top of the device. The Magnetic Lanyard features a magnetic clasp for easy fastening around your neck. To unfasten, simply hold the lanyard from each side of the magnetic clasp and pull apart. To fasten, align the magnetic clasp ends until they snap together.
If you are subscribed to Fall Detection Service, the Lively Mobile Plus must be used with the included Magnetic Lanyard. This lanyard was designed with a specific length to allow the Lively Mobile Plus to accurately detect a fall. If you are not subscribed to Fall Detection Service, other third-party lanyard accessories can be used if they provide you additional comfort.
37 Using Your Lively Mobile Plus
Section 3: Fall Detection • Fall Detection • How Fall Detection Works • Confirming Fall Detection is Enabled • Wearing Your Lively Mobile Plus with Fall Detection • What Happens in the Event of a Fall Fall Detection Topics 38
Fall Detection The Fall Detection algorithm has been calibrated for use with the Magnetic Lanyard while worn around your neck. Because the accuracy of Fall Detection depends on the device’s orientation on your body, the Magnetic Lanyard is required to be used at all times. Using a Fall Detection-enabled Lively Mobile Plus without the Magnetic Lanyard is not recommended and will negatively impact the accuracy of Fall Detection.
i INFO Fall Detection The Fall Detection service is only available on the Ultimate Health & Safety Package. If you are interested in the additional protection of Fall Detection, please call us at (800) 463-5412.
How Fall Detection Works 1. If a fall is detected and you are unable to press the Call Button on your Lively Mobile Plus, the device will automatically call 5Star Service. 2. You will be connected with a 5Star Agent. Fall Detection 3. The 5Star Agent will confirm your location, evaluate the situation, and get you the help you need.
Confirming Fall Detection is Enabled Fall Detection is ready to use if when powering on your Lively Mobile Plus you hear “Welcome to 5Star, Fall Detection enabled.” Fall Detection If you hear “Welcome to 5Star, Fall Detection NOT enabled” when powering on your Lively Mobile Plus, you are not protected by Fall Detection service. IMPORTANT! The Fall Detection service is not enabled unless you hear “Welcome to 5Star, Fall Detection enabled,” when you turn on your Lively Mobile Plus.
Wearing Your Lively Mobile Plus with Fall Detection Ensure you have attached the included Magnetic Lanyard to your Lively Mobile Plus. See “Using the Included Accessories” on page 34. Fall Detection Fall Detection only works accurately when your Lively Mobile Plus is worn around your neck using the Magnetic Lanyard. Using your Lively Mobile Plus without the Magnetic Lanyard is not recommended and will negatively impact the accuracy of the Fall Detection service.
IMPORTANT! Fall Detection The Magnetic Lanyard is designed specifically to work with your Lively Mobile Plus and must be used to accurately detect a fall.
What Happens in the Event of a Fall • If you did not fall or do not need assistance, press the Call Button to cancel the call. You will hear an audio message, “Call canceled”. • If you do not cancel the call within a few seconds, your Lively Mobile Plus will automatically call 5Star. The 5Star agent will confirm you are safe and secure or get you the help that you need. If you fall and DO NOT hear “Fall detected. Calling 5Star.
IMPORTANT! Fall Detection Service is temporarily disabled when you use your Lively Mobile Plus with the included Clip Accessory. Fall Detection Service will be re-enabled when removed from the Clip Accessory and used with the included Magnetic Lanyard. Fall Detection GreatCall Fall Detection is an optional enhancement service that works in conjunction with your 5Star Service and your Lively Mobile Plus. The service is designed to be used with the included Magnetic Lanyard.
Section 4: Managing Your Account • MyGreatCall • Personal Emergency Profile • Sending a Test Call to Your Lively Mobile Plus • Sending a Tone to Find a Misplaced Lively Mobile Plus • Locating Your Lively Mobile Plus Using GreatCall Link • Just In Case Notes • Billing Information Managing Your Account Topics 47
MyGreatCall MyGreatCall allows you to easily and securely manage your 5Star account and Personal Emergency Profile online. If you haven’t set up a MyGreatCall account yet, you will need to register by navigating to MyGreatCall.com on your computer’s web browser and following the easy instructions.
Your Personal Emergency Profile (PEP) provides our 5Star Agents with important information that will be critical in assisting you in uncertain or unsafe situations. The more information you provide, the better we can assist you. You can start with basic information and return later to MyGreatCall.com to easily update or add more information. It is a good idea to periodically review your information to be certain it’s still accurate.
Medical information such as medications, doctors, hospitals, medical and physical conditions • Vehicles that you drive, including make, model, color and license plate number If you do not have access to MyGreatCall.com, you will be able to provide us with your PEP details securely by fax or mail. A PEP form will be included in your Lively Mobile Plus Welcome Kit, which you will receive in the mail within a few weeks after you activated your service.
Sending a Test Call to Your Lively Mobile Plus Managing Your Account You can confirm that your Lively Mobile Plus is functioning properly by using the automated “Test Call” feature within MyGreatCall.com. Make sure you have your Lively Mobile Plus in-hand before initiating a Test Call so that you can answer when it rings. Please be patient as the Test Call can take several minutes before your Lively Mobile Plus will begin ringing.
Sending a Tone to Find a Misplaced Lively Mobile Plus If you have lost or misplaced your Lively Mobile Plus, a special tone can be played to help you find it. Simply use the “Ping My 5Star” feature found on MyGreatCall.com to send a distinctive tone to your Lively Mobile Plus. The “Ping My 5Star” tone will play for a limited time and then stop. Managing Your Account If you find your Lively Mobile Plus while the special tone is playing, press and release the Call Button to stop the tone.
Locating Your Lively Mobile Plus Using GreatCall Link The GreatCall Link smartphone app allows your family to: • Get notifications when you press the button to contact 5Star • Get directions to the last known location of your Lively Mobile Plus • Identify the battery level and whether your Lively Mobile Plus is powered on or off • View a summary of your daily activities based on the known locations set up in your Personal Emergency Profile 53 Managing Your Account With select GreatCall Health & Safety Pa
Just in Case Notes “Just in Case Notes” can be used to share a variety of notes for 5Star Agents such as future events, names of people you’ll be with, gate codes, locations of a spare key and hearing or speech conditions. This information will be visible to 5Star Agents to better assist you during your calls. Managing Your Account Once logged into MyGreatCall.com you will be able to review your notes, add more notes, and edit or delete existing notes.
Billing Information Managing Your Account To conveniently help you manage your billing information, you can access MyGreatCall.com to update your billing address and credit card information, as well as review your payment history. This is particularly useful if you know the credit card you have on file is about to expire and you want to avoid any disruptions to your 5Star Service.
Legal Terms and Conditions Welcome to the GreatCall family! Thank you for using our products and services. These terms and conditions apply to end users of the Lively Mobile Device (“Device”) and the services available through the Device, including GreatCall’s 5Star urgent response service (the “5Star Service” and together with other services provided by GreatCall, the “Services”). BY USING OUR SERVICES, YOU ARE AGREEING TO THESE TERMS. PLEASE READ THEM CAREFULLY.
an emergency or service incident. However, we cannot guarantee that we can track your exact location and in some cases, we may only be able to provide the information provided in your personal profile. We will only use your location information for providing 5Star Service. Your Use of The Service You promise not to use the Service for any fraudulent, unlawful, or abusive purpose, or in any way that interferes with our provision of services to our other customers.
Connection To Other Service Providers Our agents may link, conference or transfer you to other service providers such as the police, fire department, ambulance service, 9-1-1 emergency services or towing service. We’ll use reasonable efforts to contact appropriate service providers for help when you ask for it, but we can’t promise that any service providers will respond in a timely manner or at all.
Your Responsibility To Tell Us Right Away About Disputed Charges If you are the person who is paying for the Services and you object to any fees or charges for Services, you must tell us in writing within 60 days after the fee or charge is incurred, (unless the law does not allow a limit or the law requires a longer period), or you are waiving the dispute.
at any time and for any reason, even for reasons unrelated to you or your account with us. In such a case, if you are the person who is paying for the Services we will refund any amounts you have paid in advance. Also, we may terminate your Service without prior notice to you for any good cause.
You acknowledge that except as required by law, you shall acquire no proprietary interest in the number (MDN) or SIM (Subscriber Identity Module) assigned by GreatCall for your use.
legal requirements, prevent fraud or misuse of the Services, and protect our rights or property or the safety of you or others. You also agree that we can, subject to applicable law, provide the information we collect about you to third parties authorized by you.
The supplier of wireless services to GreatCall shall have no liability whatsoever for your losses, claims or damages for any cause whatsoever, including but not limited to any failure or disruption of wireless services provided hereunder, regardless of the form of action, whether in contract, tort or otherwise. You shall not be deemed a third-party beneficiary of any contract between GreatCall and GreatCall’s supplier of wireless services.
The content or services of third party providers may be suspended or discontinued at any time, and the third party providers do not guarantee that any content or service will remain available for any period of time. Such content and services may utilize networks and transmission equipment outside the control of GreatCall or the third party providers and GreatCall and the third party providers disclaim liability for any interruption or suspension of such content or service provided through the Device.
agreed upon by you and us; (b) ANY CLAIMS BROUGHT BY YOU OR US MUST BE BROUGHT IN OUR INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS OR REPRESENTATIVE PROCEEDING; (c) THE ARBITRATOR MAY NOT CONSOLIDATE MORE THAN ONE PERSON’S CLAIMS, AND MAY NOT OTHERWISE PRESIDE OVER ANY FORM OF A REPRESENTATIVE OR CLASS PROCEEDING, (d) in the event that you are able to demonstrate that the costs of arbitration will be prohibitive as compared to costs of litigation, we will pay as much of
For more information on AAA, its Rules and Procedures, and how to file an arbitration claim, you may call AAA at 800-778-7879, write the AAA at 1633 Broadway, 10th Floor, New York, New York 10019, or visit the AAA website at http://www.adr.org.
Our Relationship With You This agreement does not create any fiduciary relationships between you and us. It doesn’t create any relationship of principal and agent, partnership, or employer and employee, either. We Can Assign This Agreement We can assign this agreement or your obligations to pay under it in whole or in part to anyone we choose. You cannot assign this agreement or your obligations to anyone else without our prior written consent.
Service that you need help. You will have an opportunity to cancel the call to 5Star Service if you do not need assistance. We cannot guarantee that this service will always accurately determine a fall. Urgent Care Through 5Star Urgent Care, brought to you in partnership with FONEMED®, is not a substitute for dialing 9-1-1 and should not be used in a case of emergency. FONEMED’s registered nurses offer advice regarding health care decisions, but they do not prescribe medications or make diagnoses.
to alert your authorized contacts via push notifications (in the smartphone app) when your Device changes location. You can update addresses and other location information in the Personal Emergency Profile by clicking “Edit Emergency Profile” in the 5Star profile menu. Location fixes and zone accuracy improve as our system learns about the 5Star user’s zones and activity patterns.
How To Return Your Device: 1. Call GreatCall Customer Service at 1-800-463-5412. 2. You will receive a return authorization number, address and instructions for return. If your Lively Mobile was purchased from a retail location, it must be returned to that location and is subject to that store’s return policy. 3. The Device must be in “like new” condition in its original box with all components and materials to be eligible for a refund. Shipping charges are not refundable.
installation. If this equipment does cause harmful interference to radio or television reception, which can be determined by turning the equipment off and on, the user is encouraged to try to correct the interference by one or more of the following measures: • • • • Reorient or relocate the receiving antenna. Increase the separation between the equipment and receiver. Connect the equipment into an outlet on a circuit different from that to which the receiver is connected.
• Should turn the mobile Device OFF immediately if there is any reason to suspect that interference is taking place • Should read and follow the directions from the manufacturer of your implantable medical Device. If you have any questions about using your wireless mobile Device with an implantable medical Device, consult your health care provider. For more information see: https://www.fcc.gov/engineering-technology/electromagnetic-compatibility-division/radiofrequency-safety/faq/rf-safety.
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