Frequently Asked Questions
Everything you need to decide and order — no phone call required. (Though a real person is always at (866) 743-7348 if you’d rather talk.)
Ordering & Shipping
How do I order?
Right from this website — pick a system in the Shop, check out, and we ship it free. Your first month is the checkout payment, and we confirm your monitoring details after the equipment ships.
How fast will it arrive?
Shipping is free and most orders arrive in 2–5 business days, anywhere in the U.S.
Do you provide service in my area?
Yes — we provide service to all 50 states.
Can I order for a parent who lives in another state?
Absolutely, and families do it every day. Order online, ship it straight to your parent’s home, and add your own phone number as a contact. With the Belle X you can also add the Caregiver App to see how they’re doing from anywhere.
What comes in the box?
The device, its charger or base station, the wearable button, and simple quick-start instructions.
Setup
Will someone come to my house to set up the equipment?
Our systems are plug-and-play, so a visit isn’t necessary. Plug in the device, press the pendant to run a test, and you’re protected. Each device comes with quick-start instructions, and we’re always available to walk you through setup over the phone. If professional installation is ever required, we can help coordinate it.
Do I need Wi-Fi or a smartphone?
No. The cellular and mobile systems have their own built-in cellular connection, and the Home Link uses your landline. No Wi-Fi, apps, or smartphone needed for the senior using it.
How do I test it?
Press the button and tell the operator you’re testing — that’s it. We recommend a quick test after setup and monthly after that.
Using the System
What happens when I press the button?
You’re connected to a trained operator at our 24/7 U.S.-based response center through the device’s two-way speaker. They see who you are, talk with you, and send exactly the help you need — a neighbor, a family member, or emergency services — and notify your family contacts.
Who comes to my house in an emergency?
The responders you choose. You can list neighbors, family members, or friends. If your responders aren’t available when you need help, emergency personnel are sent.
What if I press the button by accident?
Just tell the operator it was an accident — that’s all. No charge, no problem, and we’d always rather you press it than hesitate. More in our post: What happens if you press the button by accident.
Can I wear the button in the shower?
Yes — the wearable buttons are designed to be worn in the shower, which is exactly where many falls happen. Charge the mobile devices outside the bathroom, and wear them everywhere else.
Why do the Home Link and Cellular Home Link look the same?
Because they are the same device — the only real difference is how they connect. The Home Link uses your landline; the Cellular Home Link has its own built-in cellular connection for homes without a phone line. Same base station, same buttons, same range.
Will the In-Home system cover my entire house?
The pendants with our In-Home systems have a range of 600–1,000 feet from the base — 600 feet is two football fields. Most clients are covered in their home and yard. You can run a range test so you know exactly how far your pendant works.
Does the mobile system use my cell phone minutes?
No. The medical alert system has cellular technology built in, and calls are placed directly from the device.
How do emergency responders get into my home?
We recommend a lock box ($38.50, one-time) that stores a spare key outside your door. Help Now gives the code to emergency personnel so they never need to force entry.
Fall Detection & the Caregiver App
How does fall detection work?
Fall-detection systems sense a fall and call the response center automatically — even if you can’t press the button or are unconscious. No fall-detection technology catches 100% of falls, so always press your button when you can. Read more: How fall detection works.
What is the Caregiver App?
An optional $10/month add-on for the Belle X that lets family see location, daily activity, falls, steps, and battery from their own phones — including safe-zone alerts when a loved one leaves home. Full details: the Caregiver App.
Monitoring
Who answers when I call for help?
Trained emergency operators at our U.S.-based response centers, 24 hours a day, 365 days a year.
Where is the response center located?
There are two — one in Rexburg, Idaho and one in Ogden, Utah. The centers are fully redundant with backup power, so someone is always there to answer.
Billing, Contracts & Guarantee
How much does it cost?
Monitoring runs from $30.95 to $46.95 a month depending on the system, and the equipment itself is included at no cost. See every option side by side on the compare page.
How can I pay?
Your first month is paid by card at checkout. For ongoing service you can stay on a card, or save money with bank autopay. Prefer fewer bills? Quarterly billing takes $1 off every month, and annual billing takes $2 off every month.
Do you offer discounts for veterans or Meals on Wheels recipients?
Yes. Veterans and Meals on Wheels recipients get $5 off every month. Just mention it when we call to set up your service, or tell us at (866) 743-7348.
What if I find a lower price somewhere else?
Tell us. We match any competitor’s pricing, so you never have to choose between the price you want and the service you want. Call (866) 743-7348 with what you found.
Do I need to sign a contract?
Not with us. We want to earn your business every month, and you may cancel at any time.
Will my monthly rate increase?
No. We will never increase your rate.
What is the guarantee?
A 30-day money-back guarantee. If you’re not satisfied for any reason, return the system within 30 days for a full refund — no questions asked.
How do I cancel?
Call or email us anytime — no cancellation fees, no questions, no contract holding you. Service simply stops at the end of your billing period once the equipment is returned.
Batteries & Maintenance
How long do the batteries last?
The Belle S runs 30–35 days per charge. The Belle X and Belle W recharge every 2–5 days, like a phone. The in-home base stations plug into the wall and include a backup battery that keeps protection running through a power outage.
Is there any maintenance?
Just charging the mobile devices and pressing the button monthly to test. The devices check in with the monitoring network automatically.
Still have a question?
Call (866) 743-7348 or use the contact form — a real person answers.
