Frequently Asked Questions
Have a question about TrueAlert? You’ll find answers to our most commonly asked questions below. Don’t see what you’re looking for? Call us at 877-433-8626 – we’re happy to help.
Frequently Asked Questions
Have a question about TrueAlert? You’ll find answers to our most commonly asked questions below. Don’t see what you’re looking for? Call us at 877-433-8626 – we’re happy to help.
How TrueAlert Works
How does a TrueAlert medical alert system work?
Is TrueAlert a replacement for calling 911?
No. TrueAlert is designed to get you connected to help quickly when you can’t easily reach a phone, but it is not a substitute for 911 in a life-threatening emergency. If you can safely call 911 directly, you should always do so.
What happens when I press the help button?
Pressing the button connects you to our 24/7 monitoring center, where a live specialist will speak with you through the device, assess your situation, and dispatch the appropriate help — whether that’s a family member, neighbor, or emergency services.
Does TrueAlert work outside the home?
Yes, if you purchase a subscription for the TrueAlert Mobile Plan, the TrueAlert Smart Mobile Plan or the TrueAlert Combo Plan 2-in- 1, you will have GPS- enabled coverage so you’re protected anywhere you go in the United States, including your home.
Plans & Features
What plans does TrueAlert offer?
TrueAlert offers four plans:TrueAlert Home Plan (in-home protection), TrueAlert Mobile Plan ( GPS-enabled pendant or belt-clip for on-the- go protection), TrueAlert Smart Mobile Plan( GPS-enabled smartwatch option), or TrueAlert Combo Plan 2-in-1 (complete home and mobile protection with additional emergency wall buttons). Visit our Products page for full details.
Do I have to wear the device at all times?
Yes. If you want protection at all times you must wear your home or mobile device. TrueAlert can only help when you wear the device. Our equipment is lightweight, comfortable, and designed to be worn daily, even in the shower. If you purchase the Combo Plan, you will get 3 emergency wall buttons which can activate the emergency response system by pressing the wall buttons without wearing the regular devices (pendant, wristband, or smartwatch).
Is fall detection available?
Yes. Fall Detection is available as an add-on for $10/month with any TrueAlert plan. It uses an advanced accelerometer and algorithm to automatically detect a fall and alert our monitoring center — even if you’re unable to press your button.
What is the Mobile Caregiver App?
The TrueAlert Caregiver App lets family members and caregivers stay connected to a loved one’s safety in real time — including location, activity, and emergency alerts. It’s available for $6/month as an add-on to any plan.
What is the AI Companion feature?
TrueAlert’s AI Companion is a unique feature that calls your loved one on a regular schedule for friendly conversation, wellness check-ins, and helpful reminders — while quietly monitoring for any signs of concern and keeping family informed. Visit our AI Companion page to learn more.
What is Remote Patient Monitoring?
Remote Patient Monitoring (RPM) connects approved health devices — like a blood pressure cuff or glucose meter — to your TrueAlert base station, giving you and your family clinical-grade health insights from home. Learn more on our Remote Patient Monitoring page.
What is a Lockbox?
A Lockbox is a secure key storage box placed outside the home that allows emergency responders to access a spare key during an emergency, helping them enter quickly without damaging the door when a medical alert device call requires emergency assistance.
Cost & Billing
How much does TrueAlert cost?
Visit our Products page for full pricing details, or call 877-433-8626 to speak with a specialist about which plan is right for you.
Do I have to sign a long-term contract?
No. TrueAlert is month-to-month with no long-term contracts and no cancellation fees. We believe your safety and well-being shouldn’t come with fine print.
Are there any hidden fees?
No. There are no hidden fees for emergency calls, no charges for false alarms or test calls. You only pay your monthly subscription fee for the plan you select and an additional one-time small activation fee.
How will I be billed?
TrueAlert is billed on either an annual, semi-annual or monthly basis to the payment method on file. Your first payment is processed when you place your order, and your service begins immediately.
Will my insurance cover the cost of TrueAlert?
Some insurance plans, including certain Medicare Advantage plans, may offer reimbursement for medical alert devices. We recommend checking directly with your insurance provider to confirm your specific coverage.
Equipment & Setup
Is the equipment included with my plan?
Yes. All necessary equipment is included with your TrueAlert subscription — there’s no separate hardware purchase required.
Is professional installation required?
No. TrueAlert is designed for simple self-setup. Most subscribers are up and running within minutes — no technician visit required.
Is the device waterproof?
Yes. TrueAlert wearable devices are waterproof, so you can wear them in the shower or bath — common places where falls happen.
What happens if my device is lost, damaged, or stops working?
Do I need a landline or Wi-Fi for TrueAlert to work?
No. TrueAlert systems operate over cellular networks, so a landline or home Wi-Fi is not required.
Cancellation & Account
Can I cancel my TrueAlert subscription at any time?
What happens to the equipment if I cancel?
Equipment should be returned within 30 days of cancellation. Details on the return process will be provided by our support team when you cancel.
How do I update my emergency contacts or personal information?
Who do I contact if I have a question or need help?
Our support team is available at 877-433-8626 or by email at info@truealert.com We’re here to help.