Knowledge Base | INS LifeGuard

If your LifeGuard SmartTracker isn't powering on, check whether it's switched off, wipe the gold charging connectors and charge it for up to 30 minutes. If it still doesn't respond, call INS LifeGuard on [1800 636 226](tel:1800636226). ## Why isn't my SmartTracker powering on when it's off the charging dock? If no lights flash when you take the SmartTracker off the dock, it may be flat, powered off, or temporarily without signal. 1. Press the SOS button once, briefly. If the device is on, it will beep (if voice notifications are off) or announce the time. 2. If there's no response, check whether the device is powered off. Press and hold the top-left button with the call icon. 3. Keep holding until all three front lights flash (green, blue, then red). 4. Wait about one minute, then press the SOS button again. If the device responds, the issue is resolved. ## What should I do if my SmartTracker won't charge? If the SmartTracker still doesn't respond, it may not be charging properly. 1. Wipe the four gold connectors on the back of the device with a clean cloth. 2. Make sure the device is completely dry before charging. 3. Place it back in the dock and gently wiggle it until you feel a slight click or pull. 4. If the lights flash, leave it charging for up to 30 minutes, then press the SOS button to check for sound or voice prompts. ## How do I check for physical damage? If the SmartTracker still isn't working, inspect it for damage. - **Lights on but no sound:** check the top corners of the back for gaps or missing screws. - **No lights at all:** look for cracks along the bottom or missing connector pins. If you notice physical damage, call INS LifeGuard on [1800 636 226](tel:1800636226) for advice on next steps. ## Does my SmartTracker need mobile coverage? Yes. The SmartTracker uses the Telstra 4G mobile network, so make sure you're in a 4G coverage area. If the device can't connect or power on, consider using the INS LifeGuardian® app while the issue is being resolved. ## Need more help? If these steps don't fix the problem, call INS LifeGuard on [1800 636 226](tel:1800636226) and our team will assist.

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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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