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Services & Apps FAQs
Urgent Response offers you the freedom of feeling safe and secure wherever you might be. The service is mobile and not confined to your home (for strictly medical emergencies) or your vehicle (roadside assistance or accident), and is available in any situation where you might need help. Urgent Response is uniquely designed with a customizable Personal Profile that contains pertinent confidential information used by Urgent Response agents to dispatch appropriate assistance when needed. Urgent Response provides unlimited usage. Anytime you feel anxious, threatened, in possible danger, or just not sure, you should feel free to call Urgent Response for assistance.
Note: Traditional concierge services such as hotel or transportation reservations, weather reports, etc. are not provided by Urgent Response.
Lively’s Urgent Response is a unique and valuable service that provides reliable access to IAED-Certified Response Agents that are trained to provide help in any situation – 24 hours a day, 7 days a week.
Features and benefits of the Urgent Response service include:
- Mobility - Unlike home-based or car-based systems, Urgent Response is mobile.
- Dependable Nationwide Coverage - Immediate access to help anywhere wireless coverage is available.
- Immediate connection to IAED Certified Response Agents - Live, 100% U.S. Based Agents who are certified by the National Academies of Emergency Dispatch®, trained in CPR and other emergency protocols and available to assist anytime, day or night.
- Enhanced location tracking with GPS - Urgent Response utilizes GPS technology, stored frequent locations and advanced location training to track and locate users.
- Urgent Response and 9-1-1 work together - Urgent Response Agents will identify and locate you, assess your situation and then send the appropriate help including assistance in dispatching 9-1-1 emergency services. Agents will stay on the line with users until their situation is resolved and can also conference in a registered nurse, family and friends.
- Urgent Care – Includes access to speak with a live nurse or a doctor 24/7 and get a prescription for common medications over the phone. Urgent Care also comes with an interactive symptom checker and a medical dictionary.
- Multilingual – 5Star Agents can provide translation support for assistance in over 100 languages.
On a Lively phone: Urgent Response Service is only available with a Health & Safety Package. Basic Health and Safety Packages start at $19.99 per month. There are no long-term contracts or cancellation fees for the Urgent Response Service. Calls to Urgent Response are unlimited (no usage charges).
On a Lively medical alert device: Urgent Response Service is only available with a Health & Safety Package. Basic Health & Safety Packages start at $24.99 per month per line of service. There are no long-term contracts or cancellation fees for the Urgent Response Service. Calls to Urgent Response are unlimited (no usage charges).
You can subscribe to Urgent Response Service in three different ways: Lively phones – Existing customers can enroll in Urgent Response Service by calling 1-800-733-6632. New customers can purchase a Jitterbug phone with a Lively Health & Safety Package which includes Urgent Response Service in the monthly plan. Lively phones can be purchased online at www.lively.com, calling Lively at 1-800-345-5651, or by visiting a select retailer (see Store Locator for the Retailer closest to you).
The Lively Mobile Plus device– – Existing customers can enroll in Urgent Response Service by calling 1-800-463-5412. New customers can purchase the device online at www.lively.com, calling Lively at 1-800-650-5921, or by visiting a select retailer (see Store Locator for the Retailer closest to you).
The Urgent Response Mobile app - You can download the Lively app onto your iPhone from Apple’s App Store or onto your Android smartphone from Google’s Play Store. Once downloaded, you can create a new account to start your FREE 30-day trial. After the trial period Urgent Response Service is $14.99 per month.
Urgent Response is NOT a substitute for 9-1-1. Urgent Response Agents are professionally trained and certified to provide assistance in any situation, including urgent situations. However, Lively strongly recommends that if you believe you are experiencing a critical, emergency situation, always bypass Urgent Response and contact 9-1-1 directly. Below are some situational examples of when NOT to use The Urgent Response:
- Heart attack/stroke
If you call Urgent Response and the Urgent Response Agent determines that you are experiencing an emergency, the agent will assist you in connecting to 9-1-1 emergency services.
Urgent Response Agents may provide emergency services or 9-1-1 operators with information found in your Personal Profile, such as medications, allergies and personal contact numbers. They will inform the operator of the situation, where you are and will always stay on the line to ensure the situation has been resolved. Agents can even conference in your emergency contacts to speak with you or a registered nurse to answer any medical questions.
The Personal Profile provides an additional level of protection to Urgent Response customers. It is an important tool that enables Urgent Response Agents to provide the best service possible. Potential information stored in the profile includes:
- Basic information like name, phone numbers, gender, age and primary language
- Locations frequently visited such as home, work, gym, doctors’ offices or vacation home
- Emergency contacts
- Medical information such as medications, doctors, hospitals and medical or physical conditions
- Vehicles driven including make, model, color and license plate
Customers can provide as much or as little data as they choose to share. However, customers are encouraged to provide as much information as possible in the Personal Profile. The information should be periodically reviewed to make sure it is accurate.
No. Urgent Response Personal Profile and service is limited to one user per subscription. Providing inaccurate or someone else’s information could be dangerous in an urgent situation.
You can update the Personal Profile information by logging onto www.lively.com/myaccount and updating your personal information online or by calling our Urgent Response Account Support team directly at 800-463-5412.
Lively systems and data are fully secured. Lively respects the privacy and confidentiality of all personal data provided to us. Lively is SAS 70 Type II audited, and trained to handle a customer’s personal and health related data when delivering Urgent Response service.
There is no automated transfer of data when contacting a 9-1-1 operator in a critical situation. The Urgent Response Agent remains on the call with the local 9-1-1 operator and acts as the customer’s advocate. That agent is responsible for verbally communicating pertinent information to the 9-1-1 operator.
2SAS 70: Statement on Auditing Standards No. 70 – An internationally recognized auditing standard developed by the American Institute of Certified Public Accountants (AICPA) in 1992. It is used to report on the “processing of transactions by service organizations.” A SAS 70 Type II is known as “report on controls placed in operation” and “tests of operating effectiveness.”
To keep you safe and secure, our Urgent Response Agents use real-time information from multiple sources to provide the proper assistance in every situation. Our Urgent Response Agents rely on specialized training, information found in your Personal Profile, GPS information the Urgent Response tracking system is providing, and live communication between you and the agent on the phone. With this integrated approach, Urgent Response Agents have all the necessary tools to provide effective response and delivery on every call.
GPS is not perfect in all conditions, which is why our Urgent Response Agents are trained to verify your exact location rather than to rely on technology alone to keep you safe and secure.
You can cancel your Urgent Response service at any time. There are no long-term contracts or cancellation fees for the Urgent Response Service. All you have to do is call our Urgent Response Account Support Team at 1-800-463-5412.
Urgent Response is active when the Outside Display on your phone displays the message, “Urgent Response Enabled” on your Lively flip phone. If this message is not displayed, the service is not active or has not completed the initial registration process. Please contact Lively’s Customer Service to address this issue.
On a Lively smartphone, the Urgent Response app will connect to Urgent Response when the button is pressed. If Urgent Response is not active, you will see an option to call 9-1-1 instead or contact our Customer Service to add Urgent Response Service.
No, Urgent Response is unable to track your location unless you dial Urgent Response from your Jitterbug phone. As soon as you dial, your Lively product begins to transmit location information that may be used to support location confirmation in the event that you need support.
The Urgent Response app will operate on 3rd generation phones (or newer) while using Apple iOS 4.2 or greater. 1st generation iPhones (2G) do not support Apple iOS 4.0 or higher.
The app will run on an Android Cellular capable device using an operating system of 2.2 or greater.
No. The Urgent Response app requires the ability to place a wireless, cellular phone call.
You can update your credit card information by logging onto your lively.com.com/myaccount account or by downloading and mailing a credit card update form.
You can get many of your questions answered by going to lively.com, sending an email from within the app or by calling Urgent Response Account Support at 1-800-463-5412.
Once you’ve downloaded the Urgent Response app and receive confirmation that you’ve concluded the registration process, you will see the large “Call Urgent Response” button, letting you know your Urgent Response service is active and ready for use.
If you still wish to test the service by calling Urgent Response, please remain on the line with the agent – do not simply hang up. Wait on the line for the Urgent Response Agent to answer and let the agent know you are “testing the service.” If you hang up beforehand, they’ll treat the call as a potential emergency.
Lively Urgent Care service, available with a Lively Preferred or Ultimate Health & Safety Package, offers members an affordable alternative to access healthcare resources without making an appointment. This unique service provides access to helpful, health-related resources 24 hours a day, seven days a week through live, personalized advice from registered nurses and certified doctors. During the phone call, members will also have access to a Health Information Library with hundreds of pre-recorded messages on general health topics. Users with a Lively smartphone will have the ability to search a Symptom Checker and Medical Dictionary database directly from their phone using the companion Urgent Care mobile app. The Urgent Care app is also available for Apple and Android smartphones and can be downloaded from the Apple App Store and Google Play Store.
Lively provides a companion app to the Urgent Care service that provides a Medical Dictionary and Symptom Checker directly on your phone. The app also makes it easy to contact Urgent Care service at the touch of a finger. The companion app is pre-installed on Lively smartphones and available for free download to iPhone and Android smartphone users from the Apple App Store and Google Play Store.
FONEMED is a healthcare company that has provided medical advice to millions of callers since being formed in 1996. Through FONEMED, Lively Urgent Care offers members several services:
- Speak to live, registered nurse for personalized advice.
- Access to board-certified physician who can give assessments, advice and diagnosis of a wide range of conditions as well as prescribe certain common medications.
- Access to a Health Information Library with hundreds of pre-recorded messages on general health topics.
- Access to Interactive Symptom checker for additional health information.
FONEMED has hundreds of clients, including health care plans, employers, hospitals, group practices and disease management companies worldwide.
Yes. Urgent Care is staffed by fully trained and experienced registered nurses of your state and board-certified physicians.
Connecting to Urgent Care:
- Lively Mobile Plus — Press the Call Button on your Lively Mobile Plus and tell the Urgent Response Agent that it isn’t an emergency and you would like to speak to Urgent Care.
- Lively phones — Call the “Urgent Care” contact found in your Phone Book.
- Apple and Android smartphones — Open the Urgent Care app and tap “Speak to a Nurse or Doctor”.
Upon being connected to Urgent Care a FONEMED representative will answer your call to assess your needs and identify your state of residence. The representative will then transfer your call to a registered nurse in your state. If determined necessary by the nurse, a callback from a doctor will be arranged to further assist within 30 minutes.
- Lively Mobile Plus, Lively phones — Unlimited Urgent Care service is $4 per month. Urgent Care service is included for no additional cost when selecting a Preferred or Ultimate Health & Safety Package.
- Apple and Android smartphones — Urgent Care service is $3.99 per call. Alternatively, you can subscribe for unlimited service for $3.99 per month.
Each time you call Lively Urgent Care, you should tell the registered nurse you speak with about any allergies you may have to certain medications. The nurse will also ask you some other relevant questions about your personal health concerns and will record that information in a highly secure system. Your health information is recorded each time you call so that Lively Urgent Care can stay current with those health topics that are most important to you. Keeping your health information up to date also allows the nurses at Lively Urgent Care to address your specific needs whenever you call.
Most calls are answered in 30 seconds or less. If a registered nurse is not available, a Health Information Representative will answer your call and gather pertinent information for a nurse to call you back.
If you have an iPhone or Android smartphone you can download the companion Urgent Care app from the Apple App Store or the Google Play Store. Search for “Lively” in the App Store or Play Store to find and download the Urgent Care app. Once installed you will have access to a Medical Dictionary and Symptom Checker for free. Access to Urgent Care nurses and doctors will be $3.99 per call or $3.99 per month for unlimited access.
The application may be downloaded from the Apple App Store and Google Play Store. Search for “Lively” to find and download the Urgent Care companion app.
iPhone – The Urgent Care app will operate on 3rd generation phones (or newer) while using Apple iOS 5.0 or greater. 1st generation iPhones (2G) do not support Apple iOS 4.0 or higher.
Android – The Urgent Care app will operate on Android OS 2.33 and newer phones.
Yes, Spanish language support is available when speaking with an Urgent Care Nurse or Certified Doctor.
No. The Urgent Care app requires the ability to place a wireless, cellular phone call.
Every five times the app is launched, a pop up window will ask the user to rate the app in the store. The user has three options: 1) Yes, 2) Remind me later, 3) No, Thanks!
If Yes or No Thanks! Is chosen, the pop up will not return.
The LiveNurse mobile app has been updated with new features and a new name, Urgent Care. The same great features of LiveNurse, now with access to certified doctors and prescriptions to common medications called into a pharmacy of your choice.
The Lively device tries to get an updated GPS location fix every ~20 minutes. If this fix is successful, the device then sends location and device information to our systems to report to Link users. If the location fix is unsuccessful, due to the device being in a large building, parking garage or equivalent, the Lively device sends device information after 60 minutes.
The location can be updated manually at any time by clicking the "Update Location" button on the map in the Lively Link app.
To maximize the battery performance of the Lively device, location information is only updated once every ~20 minutes. However, the latest location of the device can be retrieved at any time by clicking the “Update Location” button while viewing the map.
No, the map does not show past locations. However, if there are known locations defined in the Lively user's Personal Profile those locations will show up in the “Daily Activities” area of the Lively Link app. “Daily Activities” will only show the past 7 days of locations visited if they have been set up in the Lively user's Personal Profile.
"Locations" can be anywhere you visit regularly. The Doctor, best friend's house, or any other place that is setup in the Lively subscriber's Personal Profile.
To manage the list of Locations in the Lively user’s Personal Profile they will need to log in at www.lively.com/myaccount and click the “Edit My Profile” button.
Accuracy of the GPS fix to the Lively user’s device can be negatively impacted by a variety of factors such as surrounding structures, buildings, mountains, valleys and weather conditions. At Locations where the GPS fix is weak there can be certain situations where the Lively user appears to have left a Location temporarily despite remaining stationary. To alleviate this, Lively has developed a learning algorithm that improves the accuracy of the Lively user’s Locations using historical data. As our system learns about the Lively user’s Locations and activity patterns, you should see these issues diminish over time.
Your email address can be changed directly from your account at www.lively.com/myaccount. Click on the "Account Settings" tab and select "Change Your Email Address". Enter your new email address and click "Save".
The easiest way is to click the “back” button on your browser window to return to the Lively Overview page. Once there, click Edit My Profile to view/update your information.
The Lively subscriber, or primary login, is the user of the Lively device. Lively Link users are those who care about the Lively subscriber and would like an easy way to connect with them and to get information to know they are safe and well. Lively Link users are invited by the Lively subscriber to:
- View their location on a map
- See a list of recent activities
- Check the battery level of the Lively device
- Get notifications when a call is made to Urgent Response
- When a Lively subscriber logs into lively.com/myaccount, they will have full access to the Lively Link web to see information about themselves as well as fully manage their Urgent Response Personal Profile.
Log-in to your https://link.greatcall.com
- Select "Manage Invites" in the upper right corner
- Enter the name and email of people you want to invite
They will receive an email invitation to become a Lively Link user, as well as download the Lively Link mobile app. If they already have a Lively account, they can sign-in using their existing credentials (email address and password).
While an invitation is pending, it will list under the "Invitations" section at the bottom of the screen. Click "Resend" if the person has not received the invitation. Once the user has accepted the invitation and created an account, they will appear under “Accepted Invites.” You can remove existing followers at any time by clicking "Remove".
Yes. A Lively Link user can be designated as a Follower for multiple Lively subscribers. However, only one Lively Link or Lively account is allowed per email address.
For example, if the Lively device user has an email address of grandmasLively@fakeemail.com, that same email address cannot be used for another Lively subscriber or for a Lively Link app user. An email address can only be associated with one Lively account at a time.
There is no limit to how many Lively Link users you can invite to follow your Lively device.
You can only access Lively Urgent Response on a compatible iPhone, Apple watch, or Android smartphone, however you can manage your Urgent Response profile at lively.com/myaccount through your computer.
No, since the watch shares the same number as the phone, you can not use different carriers.
The Urgent Response button can be added to your watch either through your iPhone or directly on your Apple Watch. To find out more about how to add a button to your Apple Watch, click here
When you install the app and open it for the first time, it will walk you through pairing the Lively Wearable2 device to your smartphone. Follow the instructions displayed in the app. If you have trouble with this process, please call Customer Service: 866-490-1076.
To download the free Lively app, iPhone users can download through the Apple App Store and Android users can download through Google Play store. Search for “Lively by GreatCall” in the app store and select install. The app will provide instructions on how to pair your Lively Wearable2 to the Lively app.
In the Apple Watch app on your iPhone (in the general section), if you have the Automatic App Install toggle on, the Lively app will automatically be installed to your paired Apple Watch. If you have trouble pairing your Apple Watch, please call Customer Service: 866-490-1076 or schedule an in store appointment at Best Buy.
The Lively app is compatible with smartphones running iPhone iOS 11 or Android 7.0 and above with bluetooth.
After replacing the battery, the Lively Wearable2 will automatically reconnect with your smartphone. Please open the Lively app to ensure it has properly reconnected.
The recommended range for Apple Watch to your iPhone is within audible reach. If you have cellular service on your Apple Watch, your iPhone does not need to be in audible reach.
The recommended range for Lively Wearable2 to your smartphone is within audible range.
Not all Apple Watch faces support the Urgent Reponse complication. Please make sure that you select an Apple Watch face that supports one of the following complication types:
- Activity analog
- Activity digital
No, your smartphone will need to have a minutes, data and text plan in order to work with the Lively app.
No, you will not be able to use the Lively app on your Apple Watch without an iPhone and a subscription to a Lively Health and Safety plan.
Yes, in order to use Lively app to access Urgent Response on your device a monthly subscription to a Lively Health & Safety plan is required.
To use the Lively app on your iPhone, your phone needs to run iOS 12 or higher.
Yes, the Lively app is free and available for download from the Google Play Store and Apple App Store, but you will need subscribe to a Lively Health & Safety plan in order to call Lively Urgent Response service.
Lively Health & Safety plans can include Urgent Response service, Urgent Care, Fall Detection (available on Lively Wearable2 and Lively Mobile Plus), and access to Lively Link depending on which plan you subscribe to.
The Lively app is compatible with smartphones running iPhone iOS 11 or Android 7.0 and above with bluetooth.
Your device includes a one year manufactures warranty.
Using the urgent response device’s built-in accelerometer, patented algorithms evaluate sudden changes in your body movement, in relation to your physical activity and posture, to identify falls. If your Fall Detection enabled device detects a fall, it will automatically contact an Urgent Response Agent without the need to press the button.
An “accelerometer” is a piece of technology that detects movement in multiple directions. Using this technology, the Lively Mobile and Lively Wearable devices are capable of identifying when a fall may have occurred.
No. Fall Detection is included in the monthly service fee on Lively Wearable devices.
If your Lively Mobile device detects a fall, a voice prompt will play saying “Fall detected. Calling Urgent Response. Press button to cancel.” Immediately after this prompt the user will have a few seconds to press the button to cancel the call. If the button isn’t pressed during this time, Urgent Response will automatically be called to assist you.
No. Alternative lanyard accessories do not provide the stability necessary for optimal fall detection. Use only the Fall Detection lanyard we provide.
Fall Detection is included when you select the Ultimate Health & Safety Package for your Lively Mobile device.
Fall Detection service is included with your Lively Wearable device, but is only enabled when worn with the Fall Detection lanyard provided with the device.
Yes. Fall Detection is included when you select the Ultimate Health & Safety Package for your Lively Mobile device. The package is $39.99 per month and includes Urgent Response, Urgent Care, the Lively Link App and Fall Detection Option.
__Lively Wearable for iPhone: __ If your device detects a fall, a notification will appear on your smartphone and a voice prompt will play saying "Fall detected. Calling Urgent Response." You will have a few seconds to tap the notification on your smartphone to cancel the call. If the notification is not tapped during this time, Urgent Response will call you on your smartphone to confirm your location and get you the help you need.
Lively Wearable for Android: If your device detects a fall, a notification will appear on your smartphone and a voice prompt will play saying "Fall detected. Calling Urgent Response." You will have a few seconds to cancel the call by pressing “Hang Up”. If you do not cancel the call, your smartphone will automatically dial and connect to Urgent Response to confirm your location and get you the help you need.
Your device may not detect all falls. In the event of a fall, always press the Call Button if you do not hear the voice prompt that your fall has been detected.
In most cases the Fall Detection algorithm can distinguish these routine actions from actual falls and will not place a call to Urgent Response. Always wear your device around your neck using the specially designed lanyard to minimize false Fall Detection calls.
Yes. Fall Detection only works when your urgent response device is worn around the neck using the specially designed lanyard. This lanyard is provided to you for free. Using the urgent response device without this accessory will impact the accuracy of the Fall Detection service.
The lanyard is approximately 26 inches long.
It is recommended that you speak with your physician before using any new electronic device near your pacemaker.
Call us immediately at 866-490-0803 to obtain a replacement Fall Detection lanyard at no additional cost.
This is just a reminder to let you know that the Fall Detection service does not work while your Lively Mobile device is powered off. Make sure your device is powered on and that you hear “Welcome to Urgent Response. Fall Detection enabled,” during power up to ensure your Fall Detection service is working.
Yes. Your urgent response device actively analyzes your motion whenever powered on, which will affect the battery life.
At this time, Fall Detection is not available on the Jitterbug Flip2 phone.
No. Powering off your device turns off all of your device features, including Fall Detection. For the Lively Wearable, if your smartphone is off or if you close the Lively Wearable app manually while the smartphone is on, Fall Detection will not work. Please make sure your smartphone is on and the Lively Wearable app is open in the background for Fall Detection to be enabled.
Yes. You can press the Call Button on your Lively Mobile device in any uncertain or unsafe situation to speak to a Urgent Response Agent through your device.
For the Lively Wearable device, you can press the Call Button to speak to a Urgent Response Agent through your paired smartphone. In the event of a fall, always press the Call Button if you do not hear an Agent’s voice.
No. Unfortunately this feature is not available for the first-generation “The Urgent Response” device. If you are interested in this feature and are an existing The Urgent Response customer, consider upgrading to the Lively Mobile Plus or Lively Wearable2 urgent response device.
At this time, Fall Detection is not available on the Lively smartphone.
Yes. The Lively Wearable2 urgent response device can pair with most smartphones and includes Fall Detection with Urgent Response service. For more information about the Lively Wearable urgent response device, click here.
Lively Rides is currently available wherever the Lyft service operates. If you are not currently a Jitterbug phone owner, please call 877-301-5284 for more information. If you are a Lively customer, simply dial “0” on your Jitterbug phone and Lively Operators can confirm specific locations when booking a ride.
Just press "0" on any Jitterbug phone to request a ride from a live, U.S.-based Personal Operator. There are no apps to download or install. Your Personal Operator will arrange everything from scheduling your ride to providing an estimated fare and arrival time.
Through our partnership with Lyft, the trusted, nationwide ride service, you will be connected with a friendly driver who is always background-checked and insured. Vehicles are regularly inspected for safety, so you can ride with confidence.
Go anywhere within your city or town’s coverage area. As long as you have your Jitterbug phone, you can get picked up from your home, the doctor’s office, a restaurant or wherever you are.
Once you’ve given your location and destination to the Personal Operator, this information will be passed on to your driver. Using GPS technology, the driver will know the quickest route to where you are and where you want to go.
Just dial "0" again on your Jitterbug phone and your Personal Operator will be happy to arrange for another ride to bring you back home. A car will be sent to your exact location in minutes. Call anytime, from anywhere. It's that easy and convenient.
On certain trips, your first thought might be to ask the driver to wait for you. However, because you can call for an immediate pickup, we suggest calling a second car for your return journey, rather than having the car wait.
When you request a ride, the Personal Operator will give you a fare estimate, which you can choose to accept or decline. If you decline, you won’t be charged anything. If you accept, that charge will appear on your monthly Lively bill. There’s no need to tip or carry cash. It’s that simple.
For calls to a Personal Operator in which a service is completed, you will be charged $0.99/call, and plan minutes will be deducted equal to the length of the call. The $0.99/call Personal Operator fee is waived with Ultimate Health & Safety Package.
Plans and packages FAQs
Health & Safety Packages include select health and management services and are available on all phones and devices. Prices for Health & Safety Packages for Lively phones start at $19.99, and start at $24.99 for Lively medical alert devies.
No. At Lively, we provide dependable Nationwide Service with no long-term contracts or prepaid hassles. However, by activating your Lively phone, please be aware that you agree to comply with the terms of our Customer Agreement. Be sure to read your Customer Agreement that will arrive with your phone.
No. All calls to 9-1-1 are free.
No, we provide a full service offering that includes an easy-to-use cell phone and affordable plans with no long-term contracts. The phones will only work with the Lively service.
Yes. Lively includes reliable nationwide service and you’ll never pay roaming or long distance charges. See our service plans for more details on our per minute rates.
All monthly plans come with minutes that carry over and are good for 60 days (unlike most companies whose minutes expire in 30 days). If you need more minutes beyond what your monthly plan provides, you have the option of purchasing Add on Minutes. They can be used anytime, anywhere and they are good for up to one year. To purchase Add On Minutes, please call our Customer Service representatives at 1-800-733-6632. We'll add them to your account and you can start using them right away.
Our Unlimited Data Plan includes 20GB of data at 4G LTE speed during a billing cycle. Once you have exceeded your 20GB allotment, your data speeds will be reduced to 128kpbs for the remainder of the billing cycle. Your voice and text services will not be affected. Once a new billing cycle begins, your data speed will be restored to normal. You can check your current usage by logging into your Lively.com account.
Problem: Cookies Disabled
Solution: Enable Cookies
Internet Explorer 7 and 8 (All Windows Operating Systems)
- Open Internet Explorer.
- Select Internet Options from the Tools menu.
- In Internet Options dialog box select the Security tab.
- Click Custom level button at bottom. The Security settings dialog box will pop up.
- Under “Scripting” category enable “Active Scripting,” Allow paste options via script and Scripting of “Java applets”
- Click OK twice to close out.
- Hit “F5” on keyboard to refresh the web page, or click on “Refresh” icon.
Firefox 2.x (All Windows Operating Systems)
- Open FireFox
- Select “Options” from the “Tools” menu.
- Select the “Content” tab.
- Click “OK” to close the window.
- Hit “F5” on keyboard to refresh the web page, or click on “Reload” icon.
Safari (MAC OS X)
- Open Safari
- Select Preferences from the Safari menu
- Click Security
- Close the window
- Click Reload
Problem: Cookies Disabled
Solution: Enable Cookies
Internet Explorer 7 and 8 (All Windows Operating Systems)
- Open Internet Explorer.
- Go to the "Tools" menu.
- Select "Internet Options".
- Select "Privacy" tab.
- Click on "Advanced" button.
- The "Advanced Privacy Settings" window displays.
- Make sure that "Override automatic cookie handling" is checked.
- Make sure that "First Party Cookies" is set to "Accept".
- Make sure that "Third Party Cookies" is set to "Accept".
- Make sure that "Always allow session cookies" is checked.
- Click on "OK" button to close the "Advanced Privacy Settings" window.
- Click on "OK" button to close the "Internet Options" window.
Firefox 2.x and 3.x (All Windows Operating Systems)
- Click on the “Tools” menu in FireFox
- Click on the “Options...” item in the menu - a new window opens
- Click on the “Privacy” tab.
- In the “Cookies” section make sure that “Accept cookies from sites” is checked. Click on “OK” button
Safari (MAC OS X)
- From the Safari menu, click “Preferences.”
- From the “Security” dialog box, from “Accept Cookies”, click to select “Always.”
- Click “Close.”
Safari 3.x (All Windows Operating Systems)
- From the Safari menu, click “Edit.”
- Select “Preferences.”
- In the popup window select “Security” tab.
- Under “Accept Cookies”, select “Always.”
- Close popup window by clicking on “X” in the top right corner.
In order to cancel a service on your account (for example, your Lively Protection Plan), or to cancel your entire account, please (i) paste the pre-formatted text listed below into an email, (ii) fill in the bracketed fields with your information, and (iii) send the email to customerserviceEC@bestbuy.com
Email subject line: Cancellation Request
- My name is: [Provide First & Last Name]
- My Account Number is: [Provide Account Number]
- My Pin is: [Provide Pin]
- My Phone Number is: [If a Jitterbug phone, provide phone number]
- My Device ID is: [If a Lively medical alert device, provide Device ID]
- Detail of request (Examples below):
- I want to cancel my Lively Protection Plan
- I want to cancel my line of service
- I want to cancel my account
- Your contact phone number
Note: If the above-requested information is fully and accurately provided to us at customerserviceEC@bestbuy.com, we will be able to process your cancellation request within 3 business days of our receipt. If any information provided is inaccurate or incomplete, we will contact you to complete your cancellation, which may require additional time to process.
The Lively Protection Plan enhances the manufacturer’s Standard Limited Warranty that comes with your device and gives you extended coverage when the Standard Limited Warranty ends. Coverage includes accidents, battery replacement, normal wear and tear, and accessories that came with your original product purchase.
Once you have added the Lively Protection Plan, you may request a replacement covered under your plan once per 12-month period after an initial 60 day wait period.
Adding a Lively Protection Plan to your phone/device is easy. Just call a friendly Lively Customer Care Advisor at 1-800-733-6632 for assistance.
For only $3.50 per month/per phone, or only $2.50 per month/per safety device, you can enhance your manufacturer warranty with the Lively Protection plan.
Flip Phones like the Jitterbug Flip2 $3.50 Smartphones like the Jitterbug Smart3 $3.50 Safety Devices like the Lively Mobile Plus $2.50
The monthly service charge for your plan will be billed in your phone or safety device invoice. If you are enrolled in automatic monthly payments, the Lively Protection Plan monthly service fee will be charged along with your phone/device plan.
The service fee charged to obtain a replacement will vary based on the type of product you purchased.
Flip Phones like the Jitterbug Flip2 $25 Smartphones like the Jitterbug Smart3 $50 Safety Devices like the Lively Mobile Plus $15
If you need a replacement under the Lively Protection Plan, simply Customer Care at 1-800-733-6632 for assistance. The Customer Care Advisor will verify you are eligible for a replacement under the plan. When calling, please make sure to have the serial number available for your old device, and the Customer Care Advisor will discuss options for shipping and paying for the service fee for your replacement.
You will receive a replacement phone/device within 2-3 business days via standard ground shipping. For an additional $10 on top of your service fee, we will expedite the shipping so that you receive your replacement within 1-2 business days.
Yes! Your replacement phone will be set up with your same phone number and the same features that make your phone unique to you.
Lively Protection Plans are offered on a "per product" basis. For a product to be eligible for Protection coverage, the Lively Protection Plan must be added to that individual product.
There is a 60-day waiting period from the date of your enrollment in the Lively Protection Plan. After this waiting period, you may request a replacement covered under your plan once per 12-month period.
Replacements received through the Lively Protection Plan have a 90-day warranty period from the activation date and, provided that you have not cancelled the Protection Plan, your replacement will be covered by your Protection Plan, subject to your right to make one claim per 12 months.
Yes. You may cancel the Lively Protection Plan at any time by calling Customer Care at 1-800-733-6632. If you cancel the Protection Plan, you are still eligible for coverage through the end of your current billing period.
All Lively phones come with a 30-day return policy; however, you must have used fewer than 30 minutes of total talk time. Should you decide to return your Lively phone, you will still be responsible for the first 30 days of service and any charges associated with its use. Please see all terms and conditions here
In the event you decide to return your Lively phone, simply follow the steps below to obtain your refund, regardless of where you purchased your Lively phone. Even if you purchased your phone at a retail store, please follow the steps below before returning it to the store.
Steps for returning your Lively phone:
- Whether you purchased your Lively phone through our telesales department or from a retail store, our friendly Customer Service agents are always here to help. Simply call 1-800-733-6632 to cancel your service.
- If you purchased your Lively phone through our telesales department, your friendly Lively representative will provide you with a return authorization number, address and instructions for return. If the phone was purchased from a retail location, it must be returned to that location and is subject to the stores’ return policy.
- Please return your Lively phone in its original box with all components and materials. The Lively phone must be in “like new” condition to be eligible for a refund.*
- One of our friendly Customer Service representatives will direct you to where you can return your Lively phone.
*The shipping charge is non-refundable. The activation fee is non-refundable if you:
- did not pay an activation fee
- have used more than 30 minutes of talk time
- have used more than 25 MB of data
- activated two phones and are returning only one phone
- cancelled your service after 30 days
- send a device that is not in “like-new” condition, as determined by Lively
You will receive a monthly Lively statement that details your charges and tracks your minutes used from the previous month. If you have any questions about your bill, please call our Customer Service representatives at 1-800-733-6632 or email us at firstname.lastname@example.org.
Government Mandated Taxes and Fees
These are mandated taxes and fees that are levied by federal, state, and local governments which Lively is required to collect from customers and remit to various authorities. Actual charges vary and depend on the type of tax, the taxing authority, and your physical address, which may differ from your billing address.
State and Local Cost Recovery Fees
These are state and local fees, taxes, and surcharges that are typically levied on telecommunications providers, including, but not limited to, franchise fees and taxes, privilege taxes, business and occupation taxes, license taxes, sales taxes, PUC surcharges, and effect of city taxes. These are not taxes that the government requires us to collect. Actual charges vary and depend on the type of tax, the taxing authority, and your physical address, which may differ from your billing address.
The Universal Services Fee ("USF")
The Federal and state USF surcharges are monthly fees charged to help Lively recover its required contribution to the Federal Universal Service Fund ("Fund") and various state universal service funds. The Fund was created to help ensure first-class, affordable telecommunications service for all consumers across the country, especially residents in rural communities and low-income customers. Additionally, the Fund provides for discounted telecommunications services for schools, libraries, and rural health-care facilities. All telecommunications providers are required to pay into the Fund, and their contributions may be recovered from customers. The charge is based on a contribution factor that is announced by the government and is subject to change each quarter.
Regulatory Cost Recovery Fee
We pay certain government-imposed fees so we can provide you with service. We assess the Regulatory Cost Recovery Fee to cover some of those costs. It isn’t a tax or charge that the government requires us to collect. This charge may change from time to time if our costs and the associated government fees change. Components of the Regulatory Cost Recovery Charge include Telecommunications Relay Service (TRS) contributions, North American Numbering Plan contributions, and support for Local Number Portability administration.
This fee helps defray certain expenses we incur to provide you service, including technology, legal, and administrative costs incurred to maintain compliance with Federal, state, and local reporting and filing requirements.
Automatic Payment: Visit www.lively.com/support for automatic monthly payment from checking or savings form and instructions. Or, log in to www.lively.com/myaccount to set up recurring credit or debit payments. These services are secure, convenient and free of charge.
Online: Log in to www.lively.com/myaccount. First time logging in? Go online now to register and receive 50 free anytime minutes.
By Phone: Make a payment using our automated system by calling 1-866-237-8641. It’s convenient, available anytime and there are no additional charges. Friendly customer care advisors are also available 7 days a week. Payments processed with an advisor over the phone will be assessed a $5 processing fee.
By Mail: Send your payment to Lively, P.O. Box 660688, Dallas, TX 75266-0688. To insure proper processing, remember to include the payment slip from your bill or write down your Lively account number on your check when mailing in a payment.
Lively will never ask for your date of birth or social security number when making a payment. If you think you have provided payment information intended for Lively to a third party in error, please contact your bank immediately.
You will be billed 35¢ per minute used over your monthly allowance.
You will be billed 10¢ per megabyte used over your monthly allowance.
Yes. To enable the ability to make international calls with your Lively phone, please call Customer Service at 1-800-733-6632 or email us at email@example.com. If you use your phone while traveling or connecting with friends and family in countries outside the United States or Canada, international rates will be charged, including mobile to mobile calls placed under our Share Plans.
- There are no long distance (or roaming) charges for any calls made to Canada. Regular plan minutes are deducted for the length of the call.
- To call Mexico, Puerto Rico or the U.S. Virgin Islands, you will be charged $0.20/minute for each minute of the call (or $0.55/minute for Unlimited Plan customers). In addition, regular plan minutes are also deducted for the length of the call.
- To call everywhere else in the world from the United States, you will be charged $1.00/minute for each minute of the call (or $1.35/minute for Unlimited Plan customers). In addition, regular plan minutes are deducted for the length of the call.
- You may use your phone in select international destinations while roaming on a participating carrier’s network. You will be charged $2.00/minute for each minute of the call.
- You may use your phone on select cruise ships. You will be charged $2.50/minute for each minute of the call.
- Incoming text messages from international locations are charged $0.20 per message. Outgoing text messages to international locations are charged $0.50 per message.
There are no additional fees to call Lively’s U.S.-based customer service. However, for calls to an Operator in which a service is completed, you will be charged 99 cents per call, and minutes will be deducted from your monthly rate plan balance equal to the length of the call and any call connected by the Operator. No additional charges for unlimited calls to a Personal Operator with purchase of an Ultimate Health & Safety Package.
You will be billed 10¢ per text message, sent or received, over your monthly allowance.
All plan minutes are good for 60 days. Once minutes are applied, any unused minutes will carry over. If they are still not used, they will expire on the 60th day after being issued.
Yes. Unused minutes from your previous plan will continue to carry over and maintain their original expiration date. However, newly applied plan minutes from the current billing period will be replaced by the available minutes from the new plan.
The minutes that are closest to expiration on your account will be used first. Plan minutes are good for 60 days and Add-On Minutes are good for one year. This means Lively will deduct minutes for current usage from your account in the following order:
- The oldest carry-over minutes will be used first.
- Nights & weekend minutes will be used (if applicable). Night period begins at 7pm and ends at 6am. Weekend minutes are available all day Saturday and Sunday (effectively Friday 7pm – Monday 6am including night periods).
- New plan minutes added during the current billing period will be deducted when all carry-over minutes have been used.
- Add-On Minutes will be used only if no carry-over or plan minutes remain or if they are the oldest and closest to expiring.
Flexible Spending Accounts (FSAs), Health Savings Accounts (HSAs), and Health Reimbursement Accounts (HRA) are health benefit accounts that allow you to contribute a portion of your salary or wages (before taxes) to cover certain out-of-pocket health care costs. If you’re unsure whether or not you have an FSA, HSA, or HRA, please check with your employer or plan administrator.
The Internal Revenue Service (IRS) determines which items may be considered “eligible medical expenses” under the Internal Revenue Code Section 213. Under the standard set forth by the IRS, expenses are generally not reimbursable if they are conventionally understood to be personal, living, or family expenses. Such expenses will only be considered qualified medical care expenses if the individual would not have purchased the product or engaged in the service but for their medical condition.
The IRS created a publication (Publication 502) that gives some examples of eligible medical expenses. Also, the IRS may change this listing from time to time.
This badge serves as a guide to assist you in claims submissions and to outline the basis for reimbursement if the unit cost or services provided in connection with your Lively product are covered by your HSA, FSA, or HRA spending accounts. This badge is not a determination that you will be reimbursed. The cost of the Lively product or Lively Health and Safety plan must be considered primarily for the prevention or alleviation of a physical or mental defect or illness in order to be reimbursable. You must also follow proper billing and submission guidelines with your healthcare provider in order to receive reimbursement for qualifying expenses. Finally, your employer plan may limit expenses reimbursed from your Health HSA, FSA, or HRA.
No, Lively is not set up to accept HSA, FSA, or HRA cards as a payment option.
You will need to save your receipt from Lively to be able to prove your purchase is eligible for reimbursement.
In general, devices for medical use may be reimbursed from your spending account if the device is for “diagnosis, cure, mitigation, treatment, or prevention of disease, or payments for treatments affecting any structure or function of the body.” Some items, for example, a scale, may be reimbursed from your spending account only if recommended by a physician or provider. The IRS has a tool to help you determine if an item is reimbursable from your health spending account: https://www.irs.gov/help/ita/can-i-deduct-my-medical-and-dental-expenses
Yes, Lively ensures that a certain portion of its handsets offered to customers are compatible with hearing aids.
The Hearing Aid Compatibility Act of 1988 requires that all ‘essential’ telephones and wireless telecommunications devices manufactured or imported for use in the United States must be hearing aid compatible according to the Federal Communications Commission (FCC). To ensure the compatibility of the hearing devices with wireless products, an industry standardized rating system was devised to aid users in finding the most beneficial device that provides the best quality of audible clarity with the least interference. Ratings are according to the American National Standard Institute (ANSI), Standard C63.19. An ‘M’ and ‘T’ rating are used to determine the value of likely interference or immunity of a wireless device in compatibility to a hearing device based on a level of numerical value from 1-4.
An ‘M’ rating is determined by the reduced radio frequency interference to enable acoustic coupling with hearing aids that do not operate in telecoil mode. A M3 rating indicates the handset has satisfied the ANSI standard. A M4 rating indicates the handset has exceeded the ANSI standard.
A ‘T’ rating is determined by the reduced radio frequency interference to enable inductive coupling with hearing aids that operate in telecoil mode. A T3 rating indicates the handset has satisfied the ANSI standard. A T4 rating indicates the handset has exceeded the ANSI standard.
Below is the HAC ratings for the handsets currently offered by Lively.
|Manufacturer||Tier||Model||FCC ID Number||HAC Rating|
Below is the HAC ratings for the handsets we have offered in the past two years.
|Manufacturer||Tier||Model||FCC ID Number||HAC Rating|
The federal government sets standards to ensure that mobile devices are used safely. Lively meets or exceeds the governing standards for all mobile devices that are provided through Lively.
Mobile devices that are provided by Lively meet the latest requirements covering radio safety levels. They meet SAR (specific absorption rate) standards set by the United States Federal Communications Commission.
For more information about wireless health and safety, please refer to:
World Health Organization: http://www.who.int/peh-emf/standards/en/
Yes, Lively phones accept incoming calls. Minutes used during incoming calls are billed at the per-minute rate according to the service you choose.
Yes, we offer phone number porting to all of our customers who transfer to Lively from another wireless provider. This allows you the option to retain and transfer your existing cell phone number to your new Jitterbug phone, providing that number is still available at the time you make the request. You will receive information for completing a phone number transfer when you purchase your Lively directly or at time of activation if purchased at a retail store. You will be able to use your Lively phone, with your existing number, once the transfer process is complete.
Please contact Customer Service at 1-800-733-6632 or 6-1-1 from your Lively phone to confirm your number is eligible for transfer.
Lively phone coverage includes most of the United States where cellular service is available from well-known carriers. If you have coverage in your area with another cell phone service, then it’s highly likely you’ll have service with Lively.
You can reach our live Customer Service team by calling 1-800-733- 6632. You’ll speak with a friendly Lively representative based in the United States who will answer your call directly and help resolve any issues you may have with your Lively phone or service.