Using the MyGuardian Customer Care Portal with the Freedom Guardian
Table of Contents Creating an Account 3.–6. Logging into Your Account 7.–9. Inviting Other Users to the MyGuardian Portal 10.–12. Accessing Freedom Guardian Specific Features 13.–16. Wearer Information Device Location 15. 16. Alerts 17.–19. Care Circle Contacts 20.–21. Message Center 22.–24. Calendar Alerts and Reminders 25.–27.
Creating an Account: This section walks you through the process of creating a new account for use with the MyGuardian Customer Care Portal.
Creating an Account: Method A 1. If you received an email to set up an account, click on the link in the email. It will take you to the following screen. Some of the subscriber’s account information may already be filled in. All fields are required. This includes the subscriber’s account number, first and last name and zip code. *PLEASE NOTE: Information on this screen must match exactly what is on file with Medical Guardian.
Creating an Account: Method B 1.
Creating an Account: Method B 4. Enter the subscriber’s account number, first name, last name and zip code and click NEXT. 5. Click on the NEXT Button. You will now be provided with instructions on setting up and claiming this account using an email address. 6.
Logging into your Account: Once your account is created, you will now have access to the MyGuardian Customer Care Portal. This section will walk you through logging into your account for the first time.
Logging into your Account 1. Enter your email address and password in the designated sections and click SIGN IN. 2. If you forgot your password, click the onscreen prompt that says “Forgot password” below the password entry box. 8.
Logging into your Account 3. You will be taken to the following Welcome screen.* From here you can navigate throughout the MyGuardian Customer Care Portal. The navigation bar on the left hand side will take you to the following sections: a Welcome: Click on this link from any other screen to navigate back to the Welcome screen. b Resources: Click on this link to navigate to additional resources for the user’s device.
Inviting Other Users to the MyGuardian Customer Care Portal: Adding additional members to the device user’s account will allow for a greater number of individuals to remain informed on the well-being of the Freedom Guardian User
Inviting Other Users to the MyGuardian Customer Care Portal 1. 11. After logging in, your homepage will look like the screen below. Click on the Care Circle tab on the left hand side with the person icon.
Inviting Other Users to the MyGuardian Customer Care Portal 2. Enter the email address of the desired individual here and click INVITE. The user will receive an email from Medical Guardian asking them to set-up an account for MyGuardian access. 3. The invited user will receive an email such as the email found here: 12.
Accessing Freedom Guardian Specific Features
Accessing Freedom Guardian Specific Features From the Welcome page, click on the Freedom Guardian watch icon. 14.
Wearer Information You will see the Wearer Information screen when you first log in. a Address: Indicates the home address on file for the device user. b Code: A device specific code only needed for device troubleshooting c Battery Level Indicator: Indicates the current amount of battery available on associated Freedom Guardian d Last Sync: the last time Freedom Guardian reported battery information Dana Stewart a 2024 Market Street, D Philadelphia, PA 19103 15.
Device Location The Device Location screen will show the location of the Freedom Guardian the last time it connected to the cellular network. Clicking on the UPDATE LOCATION button will refresh location of the user’s Freedom Guardian as available. *PLEASE NOTE: If the location of Freedom Guardian is not available at the time, the Last updated date on the upper right hand side of the box will not update with a new date and time. Try again in a few minutes.
Alerts The Alerts screen will show all of the alerts that have been sent from the user’s Freedom Guardian. a Alert Type: What it Means b SOS: indicates an emergency alert sent out by Freedom Guardian c Tech Alert Lost Signal: indicates a loss in cellular signal d Tech Alert Low Battery: indicates a low battery on the user’s Freedom Guardian 18.
Alerts Clicking on the DETAILS button next to an alert will provide additional information regarding the alert in question. You are able to view the location of the Freedom Guardian when the alert occured. It also will note the time that the alert was triggered and the time it was closed. For SOS calls, the screen will indicate when our Call Center was contacted and the alert accepted.
Care Circle Contacts
Care Circle Contacts A Care Circle Contact is an individual designated as a contact for the Freedom Guardian user. These contacts can be notified of both emergency (SOS) and non-emergency alerts (low battery and lost signal alerts). This screen shows the list of Care Circle contacts, as well as what type of notifications (phone, email and/or SMS) they will receive. This screen is view only. To make edits to this list, please contact one of our friendly Customer Care Specialists.
Message Center *Messaging capabilities are not available at all service levels. Ask one of our Customer Care Specialists about our Freedom Guardian Plus upgrade if you wish to have this feature enabled. They are available Monday through Friday from 9am–9pm EST and weekends from 9am–5pm EST by calling 1-800-313-1191.
Message Center Freedom Guardian can receive messages from the user’s Care Circle via the Message Center. Messages are able to be sent to the user’s Freedom Guardian in three different ways: • • • “OK” Response: A simple message that requires the Freedom Guardian user to send an “OK” to confirm receipt of a message via the push of a button. “Yes/No” Response: A yes or no question that requires a Yes or No response from the Freedom Guardian user via the push of a button.
Message Center If you hit the SEND A MESSAGE button, the following screen will pop up. You are able to use the drop down to change the type of message you want to send to Freedom Guardian. From this screen, choose your message type and click SEND MESSAGE to send to the associated Freedom Guardian. 24.
Calendar Alerts and Reminders *Calendar features are not available at all service levels. Ask one of our Customer Care Specialists about our Freedom Guardian Plus upgrade if you wish to have this feature enabled. They are available Monday through Friday from 9am–9pm EST and weekends from 9am–5pm EST by calling 1-800-313-1191.
Calendar Alerts and Reminders Portal users will have the ability to set-up and schedule their loved one’s day-to-day tasks including drinking water, taking medication, or even going for a short walk. Events are displayed on the following screen. *PLEASE NOTE: Please take care in adding alerts and reminders to the user’s calendar. Items added cannot be deleted. Clicking on the VIEW CALENDAR button will open the calendar and display all of the events that have been added.
Calendar Alerts and Reminders Clicking on the CREATE APPOINTMENT button will allow the Care Circle member to add an appointment for the Freedom Guardian user and give them the opportunity to make the appointment recurring if required. After choosing a title, start and end time, click SAVE to add the appointment to the user’s calendar. The CREATE REMINDER button gives Care Circle members the ability to add a daily, weekly, monthly and yearly reminders without an end time.