Knowledge Base | INS LifeGuard

Jump to: Setup | SOS Alert | Testing | Fall Detection | GPS | Settings | Troubleshooting | Maintenance ## This guide covers setting up, using, and troubleshooting your LifeGuard SafetyWatch, a wearable alarm with GPS, fall detection, and 24/7 nurse-monitored response from INS LifeGuard. ### [Before you start](ANCHOR: Setup) - Fully charge the watch for 2-3 hours before first use. Typical runtime is up to 48 hours, depending on usage and reception. - After turning the watch on, stand near a window or outdoors so it can lock onto GPS satellites. ### Charging your SafetyWatch 1. Place the watch on the charging dock 2. Plug the USB-C cable into the dock and connect the other end to a power source 3. The watch will begin charging automatically ### Turning the SafetyWatch on and off - To turn on: press and hold the side button for 2 seconds - To turn off: swipe right, Settings, swipe up, System, Power Off, tap the green tick to confirm ### [Triggering an SOS alarm](ANCHOR: SOS Alert) **There are two ways to trigger an alarm:** 1. Press and hold the side button for 3 seconds until the watch vibrates 2. Or, with the screen on, press and hold the screen for 3 seconds After activation, a 10-second countdown starts, tap the X if it was accidental. If not cancelled, the alert is sent to INS LifeGuard, a nurse will call back through the watch (it auto-answers, so you can speak hands-free), and assistance will be arranged if needed. If you can't respond, our nurses follow emergency protocols: trying to call back, dispatching an ambulance if required, and notifying your listed contacts. ### [Testing your alarm](ANCHOR: Testing) Press the SOS button on your SafetyWatch. We recommend testing once a month, ideally on a day you'll remember, like your birthday. When the nurse responds, let them know you're testing. ### [Fall detection](ANCHOR: Fall Detection) The watch detects sudden movement followed by an abrupt stop. You'll see a cancel prompt with a red X if no help is needed, if you don't cancel, the alert is sent to INS LifeGuard automatically. Not all falls can be detected, if you fall and can reach the screen or button, press HELP manually. ### [Using GPS to locate the device](ANCHOR: GPS) Your SafetyWatch has a built-in GPS locator so INS LifeGuard can find the wearer and send assistance, even if they can't tell us where they are. ***Note: GPS accuracy may be reduced indoors.*** ### [Turning off the hourly time announcement](ANCHOR: Settings) If your SafetyWatch announces the time every hour, this is a setting called Time Services. To turn it off: swipe the watch face right to left to Settings, Watch Faces, find Time Services, toggle off. ### What should happen next After a successful test or a genuine SOS trigger, you'll hear the SafetyWatch connect and a nurse will speak with you through the watch. ### Troubleshooting #### Accidental alarm activation. Alarms may trigger from clothing or bedding rubbing against the touch-sensitive screen. Call us on [1800 636 226](tel:1800636226) and we can disable the screen-activated alarm feature, manual triggers (side button, fall detection) will still work. #### Fall sensor not triggering. Because the watch is worn on the wrist, it can be less sensitive to slower, cushioned, or interrupted falls. Always press the SOS button manually after a fall if you're able to, we'd rather get a false alarm than miss a real one. Make sure the watch is worn securely, and contact us if you think fall detection isn't working as expected. #### Charging issues. Check the charging pins are aligned and clean (a damp cloth works), confirm the charger is in a working outlet, and make sure the watch is seated correctly on the dock. Try a different outlet or USB adapter if needed. #### Screen blank after charging. The screen turns off to save battery, press the side button briefly to wake it. If it seems off, hold the side button for about a minute, a "Welcome" message means it's powering on normally; "Goodbye" means the battery was flat and it needs charging. #### Device turning off unexpectedly / battery draining fast. This can be a battery issue or weak mobile reception, the watch checks in more often on a weak signal, which drains the battery faster. Note the SafetyWatch's antenna is closer to an older mobile phone than a current one, so your own phone's signal strength isn't a reliable comparison. #### Step counter or heart rate reading seems stuck. Occasionally readings may stay the same day to day, try restarting the watch to see if that improves accuracy. These readings aren't stored anywhere or sent to INS LifeGuard, they're purely for your own information. ### [How to reboot the watch (recommended maintenance)](ANCHOR: Maintenance) Like a computer, regularly rebooting your SafetyWatch can help prevent software issues. Swipe the screen right to left, tap Settings, swipe bottom to top, tap System, tap Reboot, then confirm. We recommend rebooting monthly, or any time you have issues. ### Important notes - Do not tap "Reset" (different from Reboot). Resetting deletes the watch's programming and will stop it sending alarms to INS LifeGuard. If you think this has happened by mistake, contact us immediately. - Medical ID shown on the watch is default placeholder data, your real medical information is stored securely on our servers. - The contact list on the watch isn't used, your emergency contacts are managed by INS LifeGuard. - Enabling the weather feature can significantly reduce battery life, since it means GPS is checked more than just when an alarm is triggered. - Poor mobile reception can cause the watch to constantly search for signal, draining the battery faster. ## Still need help? Call INS LifeGuard on [1800 636 226](tel:1800636226), or email us.

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INS LifeGuard is the only nurse on-call personal emergency response service in Australia. We have a commitment to healthcare innovation which includes personal alarms and medical alert solutions that make independence easier, safer and more enjoyable.

Our services support Seniors, Carers, Providers, NDIS Participants, Retirement Villages, DVA, Lone Workers and anyone that wants the security that help is a press of a button away.

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