Our support materials make it easy to learn.

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 International 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.
• Nurse On-Call – Includes access to speak with a live nurse or doctor and get a prescription for common medications over the phone.
• Multilingual – Urgent Response Agents can provide translation support for assistance in over 100 languages.

Urgent Response Service is only available with a Preferred or Premium Lively Plan, which start at $39.99 per month including a $5/month discount if you choose paperless billing. There are no long-term contracts or cancellation fees and calls to Urgent Response are unlimited (no usage charges).

You can subscribe to Urgent Response Service in three different ways: Jitterbug 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 plan which includes Urgent Response Service in the monthly plan. Jitterbug 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 page 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).

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:

• Fire
• Heart attack/stroke
• Robbery/break-in

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.

Urgent Response Terms & Conditions can be found here

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 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.

Urgent Response is available 24/7.

Lively Nurse On-Call service, available with a Premium Lively Plan, offers members an affordable alternative to access healthcare resources without making an appointment. This unique service provides access to helpful, health-related resources through live, personalized advice from registered nurses or certified doctors. You can ask any kind of medical question and get prescriptions or refills for common medications right over the phone, so it's easier to keep up with routine care.

Yes. Nurse On-Call is staffed by fully trained and experienced registered nurses of your state and board-certified physicians.

Connecting to Nurse On-Call:

• 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 Nurse On-Call.
• Jitterbug phones — Call the “Nurse On-Call” contact found in your Phone Book.

Upon being connected to Nurse On-Call a Current Health representative will answer your call to assess your needs and identify your state o f 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.

The Nurse On-Call service is included for no additional cost when selecting a Premium Lively Plan.

Each time you call Lively Nurse On-Call, 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 Nurse On-Call 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 Nurse On-Call 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.

Yes, Spanish language support is available when speaking with a Nurse On-Call nurse or certified doctor.

You can get many of your questions answered by going to Lively.com. Please report any Lively Nurse On-Call complaints/comments you may have to a Lively Customer Service Representative at gcrescueteam@lively.com.

Nurse On-Call is available 24/7.

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.

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 www.lively.com/lively-link

• 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). Once the loved one is signed into the Lively Link Mobile app, they will have access to your Urgent Response subscriber information, receive updates on the use and status of your device, view your weekly activities, and access your device location.

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".

Link users have access to subscriber information such as current location, 30 days of location history (including some limited history regarding frequency and duration of time away from home), current and prior battery levels, and device usage (e.g., whether device is being used and whether any calls for assistance were made). Link users will also be alerted if the Lively subscriber contacts our Urgent Response team. See above for the frequency of GPS location fixes.

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 remove Link users from viewing your location information by logging into your My Account and selecting the “Lively App” under the “Tools” tab. You will be redirected to the Lively Link website. On the website, go to “Manage Invites” in the upper right-hand corner and either:

1. Select “Remove” by the Link User, which will remove the Link user from viewing any of your subscriber information, including your location history, battery levels, and device usage; or
2. Toggling off “Locator Service Settings” for the specific Link user. This will only remove the Link user from accessing your location information. The Link user will still have access to your other subscriber information.

Conversations will take place over the phone with an e-mail containing your personal Care Plan to follow. You will have the ability to leave a voicemail for your Care Advocate at any time, and they will get back to you at their earliest convenience. Should you happen to miss an appointment or need to re-schedule, you can also leave a voicemail for your Care Advocate.

A Care Advisor will ask you some simple screening questions to identify possible areas of opportunity where the Care Advocate can offer assistance. Together, you will determine your personal objectives and wellness goals as well as next steps.

You will need to purchase the Premium plan. You can then access Care Advocate via Lively devices or your own device when you download the Lively App. You only need a telephone to communicate with your Care Advocate. Having email and internet connection are recommended, but not mandatory to participate.

Prepare by thinking about the areas of your life where you might like to make positive changes. Categories include those of Wellness, Health and Clinical, Personal Care, and Technology.

Your participation is completely voluntary, and you can terminate your relationship with your Care Advocate at any time.

There is no additional cost to use this service. It is included in your Premium plan subscription.

A personal Care Plan is a comprehensive document that identifies goals and objectives to be addressed through resource referrals and psychosocial support.

Personal Care Plans should be developed within a week after completing your assessment with your Care Advocate.

This is up to you, as you will develop the goal(s) you wish to work on and the timelines directly with your Care Advocate.

Only you will have access, unless you choose to share with other trusted family and friends.

Yes, this is your care plan. Feel free to make changes or updates as you see fit. The personal Care Plan is the roadmap that will help you achieve your goals.

Care Advocates can help you with many personal goals like Wellness, Health and Clinical, Personal Care, and Technology. For certain areas of expertise your Care Advocate may connect you with professionals in specialized practices that can address your questions and concerns.

All Care Advocates are licensed social workers with Master’s degrees in the states in which they reside.

The information you share with your Care Advocate is strictly confidential except in certain instances where safety is a concern (self-harm, threats of harm to others or abuse). Your calls with your Care Advocate will be recorded for quality assurance.

No, services are only available to the Lively Health & Safety subscriber.

Tentatively 9am-5pm Monday-Friday

If you need to make changes to your account, you can contact Lively Customer Service at 800-733-6632.

For questions about your Lively device or Health & Safety subscription you can visit www.lively.com/support or call 800-733-6632.

Feel free to contact Customer Care with any concerns at 800-733-6632.

Care Advocate is available 6AM - 5PM PST.

No. You can only access Lively Urgent Response on a compatible iPhone or Android smartphone. However, you can access and manage your Urgent Response profile at lively.com/myaccount.

Please call Customer Service at: 866-490-1076 or schedule an in store appointment at Best Buy.

To download the free Lively app, iPhone users can download through the Apple App Store and Android users can download through Google Play store. The app will provide instructions on how to pair your Lively device to the Lively app.

No. Your smartphone will need to have a minutes, data, and text plan to work with the Lively app.

No. As of August 1, 2024, the Lively Urgent Response service is not supported on Apple Watch.

Yes. To use the Lively app to access Urgent Response on your device, you must have a monthly subscription to a Lively Health & Safety plan.

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 to call Lively Urgent Response service.

Lively Health & Safety plans can include Urgent Response service, Nurse On-Call, Fall Detection (available on Lively Mobile2), and access to Lively Link depending on which plan you subscribe to. Learn more about Lively Health & Safety plans.

The Lively app is compatible with smartphones running iPhone iOS 11 or Android 7.0 and above with Bluetooth.

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 Mobile2 and Lively Wearable devices (no longer sold) are capable of identifying when a fall may have occurred.

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.

Fall Detection is available as an add-on service for your Lively Mobile device.

Yes. The Fall Detection service is $9.99/month when you select a Lively plan for your Lively Mobile device. Plans start at $24.99 per month.

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.

No. At this time, Fall Detection is only available on the Lively Mobile2.

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 an 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 Mobile2.

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 Care Advisors 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 Care Advisor. There are no apps to download or install. Your Lively Care Advisor will arrange everything from scheduling your ride to providing an estimated fare and arrival time.

Through our partnership with Lyft, the 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 Care Advisor, 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 Care Advisor 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 Care Advisor 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.

Starting August 1, 2024, customers will no longer be able to access the Lively Urgent Response service through Alexa devices or Apple Watch. Lively services are still available on our Jitterbug phones, safety devices, and Lively App on iPhones and Android phones.

For customers who also have the Urgent Response service via another Lively device, such as a Jitterbug phone or Lively Mobile2, your Urgent Response service is not changing.

If you only had the Urgent Response service via Lively on Alexa, you can download the Lively app on your smartphone (iPhone or Android) to access the Urgent Response service. You can also get Urgent Response and other Lively services by purchasing a Jitterbug phone or Lively medical alert device.

If you had Lively on Alexa or used Apple Watch for Urgent Response and you have more questions, please call the Lively Customer Service Department at 1-800-733-6632 between 4 a.m.–7 p.m. PST.

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 or email us here.

We will cancel your service immediately and you will not be charged for any future months.

If you cancel your service during a billing cycle, the cancellation will be effective immediately. However, because Lively does not bill for partial months of service, your monthly billing charges will not be prorated. Lively will not refund a partial monthly service charge; you will be responsible for the entire billing cycle.

If you want to return your Alexa device, please refer to the return policy of the retailer from which you purchased your device.

Ask Lively is available 24/7.

Lively Plans include select health and safety services and are available on all Jitterbug phones (which also include Unlimited Talk & Text) and Lively medical alert devices. Prices for Lively Plans start at $19.99/month. (Jitterbug plans include a $5 monthly discount for participation in Paperless Billing.) Urgent Response, Nurse On-Call, and Ask Lively’s Operator Services available 24/7. Customer Service and Care Advocate available during normal business hours.

No. At Lively, we provide dependable Nationwide Service with no long-term contracts or prepaid hassles. However, by activating your Jitterbug 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 rates.

Problem: Cookies Disabled

Solution: Enable Cookies

Internet Explorer 7 and 8 (All Windows Operating Systems)

1. Open Internet Explorer.
2. Select Internet Options from the Tools menu.
3. In Internet Options dialog box select the Security tab.
4. Click Custom level button at bottom. The Security settings dialog box will pop up.
5. Under “Scripting” category enable “Active Scripting,” Allow paste options via script and Scripting of “Java applets”
6. Click OK twice to close out.
7. Hit “F5” on keyboard to refresh the web page, or click on “Refresh” icon.

Firefox 2.x (All Windows Operating Systems)

1. Open FireFox
2. Select “Options” from the “Tools” menu.
3. Select the “Content” tab.
4. Make sure “Enable Javascript” is checked.
5. Click “OK” to close the window.
6. Hit “F5” on keyboard to refresh the web page, or click on “Reload” icon.

Safari (MAC OS X)

1. Open Safari
2. Select Preferences from the Safari menu
3. Click Security
4. Check both Enable Java and Enable JavaScript
5. Close the window
6. Click Reload

Problem: Cookies Disabled

Solution: Enable Cookies

Internet Explorer 7 and 8 (All Windows Operating Systems)

1. Open Internet Explorer.
2. Go to the "Tools" menu.
3. Select "Internet Options".
4. Select "Privacy" tab.
5. Click on "Advanced" button.
6. The "Advanced Privacy Settings" window displays.
7. Make sure that "Override automatic cookie handling" is checked.
8. Make sure that "First Party Cookies" is set to "Accept".
9. Make sure that "Third Party Cookies" is set to "Accept".
10. Make sure that "Always allow session cookies" is checked.
11. Click on "OK" button to close the "Advanced Privacy Settings" window.
12. Click on "OK" button to close the "Internet Options" window.

Firefox 2.x and 3.x (All Windows Operating Systems)

1. Click on the “Tools” menu in FireFox
2. Click on the “Options...” item in the menu - a new window opens
3. Click on the “Privacy” tab.
4. In the “Cookies” section make sure that “Accept cookies from sites” is checked. Click on “OK” button

Safari (MAC OS X)

1. From the Safari menu, click “Preferences.”
2. From the “Security” dialog box, from “Accept Cookies”, click to select “Always.”
3. Click “Close.”

Safari 3.x (All Windows Operating Systems)

1. From the Safari menu, click “Edit.”
2. Select “Preferences.”
3. In the popup window select “Security” tab.
4. Under “Accept Cookies”, select “Always.”
5. 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), to cancel your entire account, or cancel recurring billing, please:

1. Paste the pre-formatted text listed below into an email,
2. Fill in the bracketed fields with your information, and
3. Send the email to customerserviceEC@bestbuy.com.

Email subject line: Cancellation Request

Email content:

• 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
  • I want to cancel my recurring billing*
  • Your contact phone number

*For some products and services, cancelling recurring billing will result in the cancellation of your account.

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 Jitterbug phone, or only $2.50 per month/per Lively medical alert device, you can enhance your manufacturer warranty with the Lively Protection plan.

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, sending an email to CustomerCare@Lively.com, or mailing a written request to:

Lively
PO Box 4428
Carlsbad, CA 92018-6505

If the following information is fully and accurately provided to us, 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.

To cancel by Email, please do the following:

1. Paste the pre-formatted text listed below into an email
2. Fill in the bracketed fields with your information
3. Send the email to CustomerCare@Lively.com.

Email Subject Line: Cancellation Request

Email Content:

• 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: “I want to cancel my Lively Protection Plan”
• Your contact phone number

To cancel by Mail, please do the following:

1. Include the information listed below in your written request
2. Send the request to:
   Lively
   PO Box 4428
   Carlsbad, CA 92018-6505

Written Request Content:

• 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: “I want to cancel my Lively Protection Plan”
• Your contact phone number

Lively offers two services that utilize geolocation information from your device. Our Urgent Response service allows you to get help in emergencies big or small by pressing the Urgent Response button on your device. For Urgent Response, we use geolocation information from your device to help determine your location so that our care agents can provide location information to third-party providers, including emergency responders, and/or your authorized emergency contacts in case of an emergency.

Lively Link keeps your loved ones updated on your health and safety. With Lively Link, geolocation information from your device is shared with your authorized loved ones. Your authorized Link users are able to view your current location through push notifications, accessing the map in the Link app, and your previous locations in the daily and weekly summaries.

For Urgent Response, your location information is updated approximately every 30 seconds. For Lively Link, your location information is updated approximately every 20 minutes.

The ability to provide your location information is an integral part of our Urgent Response service.

If you have a Jitterbug phone, and you do not wish for your location information to be used or shared, you can switch to a plan that does not include our Urgent Response service by contacting Customer Care at 1-800-733-6632. If you would like to cancel your service, please visit the “My Account” section in our FAQs.

Yes. You can remove Link users from viewing your location information by logging into your My Account and selecting the “Lively App” under the “Tools” tab. You will be redirected to the Lively Link website. On the website, go to “Manage Invites” in the upper right-hand corner and either:

(1) Select “Remove” by the Link User, which will remove the Link user from viewing any of your subscriber information, including your location history, battery levels, and device usage; or

(2) Toggling off “Locator Service Settings” for the specific Link user. This will only remove the Link user from accessing your location information. The Link user will still have access to your other subscriber information.

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

In the event you decide to repair your Lively phone, simply contact our partner TCL via their website at: https://support.tcl.com/contact-us or via their customer support line at: 1-855-224-4228 and TCL will help you through the process.

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 customerservice@lively.com.

Click here to see a section-by-section overview of what will appear on your statement.

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.

Administrative and Regulatory Fee
This fee is charged to help defray certain costs and expenses we incur to provide service to you, as summarized below. This fee may change from time to time as our actual costs change. No portion of this fee consists of a tax or other charge that is mandated by the government for us to collect.

• Administrative Costs relating to billing, credit card processing fees, automatic debit fees and other banking fees, provider network access fees, and for certain customer service functions such as responding to billing inquiries.
• Regulatory Costs including Telecommunications Relay Service (TRS) contributions, North American Numbering Plan contributions, E911 fees, tower siting mandates, CPNI compliance, network outage reporting, and support for Local Number Portability administration; costs relating to compliance with federal and state reporting 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 2¢ per megabyte used over your monthly allowance.

Yes. If you use your phone while traveling or connecting with friends and family in countries outside the United States, Canada, Mexico, Puerto Rico or El Salvador, additional international rates will be charged, including mobile to mobile calls placed under our Share Plans. Regular plan minutes and usage charges (including text messages) are also assessed for the length of the call.

• To call Jamaica, you will be charged $0.40/minute for each minute of the call. To call the United Kingdom, you will be charged $0.06/minute for each minute of the call. To call Germany, you will be charged $0.07/minute for each minute 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).
• 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. There are no roaming charges made in Canada.
• You may use your phone on select cruise ships. You will be charged $2.50/minute for each minute of the call.
• Outgoing text messages to international locations are charged $0.50 per message, with the exception of Jamaica, the United Kingdom, and Germany, where you will be charged $0.10 per message.

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.

Phones manufactured prior to June 2023 are rated according to the ANSI 2011 Standard. Under the ANSI 2011 Standard ‘M’ and ‘T’ ratings 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.

Phones manufactured after June 2023 are rated according to the ANSI 2019 Standard. The ANSI 2019 Standard eliminates the numerical M/T rating system. The ANSI 2019 Standard requires a handset to meet a two-part test:

• The first part tests for conversational gain with a hearing aid, and the second part tests for conversational gain without a hearing aid. To pass the first part of the test, a handset must have at least 6 dB of conversational gain with a hearing aid.
• To pass the second part of the test, the handset must have at least 18 dB of conversational gain without a hearing aid.

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.

Below is the HAC ratings for the handsets we have offered in the past two years.

Additional information on hearing aid compatibility is available from the Federal Communications Commission at

https://www.fcc.gov/hearing-aid-compatibility-wireless-telephones.

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.

Wireless Emergency Alerts (WEAs) and the Emergency Alert System allows consumers who own compatible mobile devices to receive geographically targeted, free text-like messages alerting them of imminent threats to safety or missing person alerts in their area (i.e., AMBER Alerts).

No.

WEAs only cover critical emergency situations. Consumers can receive four types of alerts:

• "National Alerts" issued by the President of the United States or the Administrator of FEMA;
• "Imminent Threat" alerts involving imminent threats to safety or life;
• "AMBER Alerts" about missing children; and
• "Public Safety Messages" conveying recommendations for saving lives and property.

WEAs are broadcast to the geographic area affected by an emergency. If you receive the alert, it is because you are located in a geographic area that is impacted by the alert.

To receive a WEA, your phone must be WEA-capable, switched on, not on "airplane mode," and in the vicinity of and receiving service from a cell tower of a wireless carrier that participates in WEA. Not all Jitterbug phones are WEA-capable. For a list of WEA-capable Jitterbug phones, please see below.

While the majority of the Jitterbug phones are WEA-capable, a few legacy devices are not capable of receiving the WEA alerts. A list of devices that can and cannot receive WEA alerts are below.

Device Name	WEA Capable
Jitterbug Smart4	Yes
Jitterbug Smart3	Yes
Jitterbug Smart2	Yes
Jitterbug Flip2	Yes
Jitterbug Flip	No

For certain alerts, yes. Under “Settings” on your phone, you can set your preference to receive or not receive certain alerts, i.e., Amber alerts, test alerts, public safety messages. The FCC, however, prohibits consumers from blocking national alerts. Therefore, while you can adjust your alert preferences, you will still receive nation-wide alerts.

The Smart and Flip Phone Customer Agreement (“Customer Agreement”) governs your use of Lively’s broadband internet services. Click Customer Agreement to review.

Broadband internet access network performance is generally described based on two measurements – speed and latency. Speed refers to the amount of data that can be transmitted over a period of time and is typically expressed in megabits of data per second. Latency refers to the amount of time it takes for a packet of data to get from one designated point to another. Below is an overview of the speed and latency for the data plans we offer.

To help ensure that our customers have access to the services that best suit their needs, Lively offers a wide variety of different plans. If our customers exceed their monthly data allotment on one of our fixed data plans (i.e., 1GB or 5GB), they will incur overages charges, which are described in more detail in the Customer Agreement.

Our Unlimited Data Plan include 20GB of data at 4G LTE speed during your billing cycle (“Usage Level”). If you exceed your Usage Level during your current billing cycle, your data speed will be reduced to 128kpbs for the remainder of the billing cycle. Your voice and text services will not be affected. At the beginning of your next billing cycle, your service plan Usage Level will be reset and your upload and download speeds will be restored to normal. Please be aware that you are more likely to exceed your Usage Level if you use streaming video, a mobile hotspot (tethering), or if you download significant quantities of music files, movies, software applications, or engage in other high-bandwidth activities.

You can check your current usage by (1) logging into lively.com/myaccount or (2) going to Settings on your phone and clicking “Check My Usage.”

Lively works with its wireless provider to manage network congestion. Our wireless provider may prioritize your data behind other traffic on its network. If the cell site you are connected to begins experiencing high demand during the duration of your session, your data speeds may be slower than the other traffic’s. Once the demand on the site lessens, or if you connect to a different site not experiencing high demand, your speed will return to normal.

Lively uses various network management techniques to protect our network, systems, equipment, services and users from harm, ensure reliable, quality services to our users, and improve our services.

No, Lively does not allow customer to use non-branded devices on our broadband network.

When you activate your device, you will be assigned a phone number. You may also port your existing phone number from your previous wireless carrier. We cannot guarantee that this transfer will be successful. Porting is dependent on availability of the phone number requested and subject to approval of the existing carrier.

From time to time, Lively may push software updates to your device to improve device features, security, and performance. While we take measures to try to ensure that software updates will not affect your device performance, including testing and staged rollouts, we are unable to guarantee that your stored data or how you have programmed or used your device will not be affected.

Lively makes an effort to keep our network secure and protect your information. Lively works to protect its network against outside attacks, tampering, malicious activity and network events that may in any way disrupt or degrade customers’ ability to use our data services. No network security is perfect; and you should also take steps to ensure that your data is not accessed by unauthorized third parties. Click here to view Lively’s Privacy Policy.

You can contact our Customer Services department regarding your services by calling (800)-733-6632 during business hours or by mailing us at the below address.

  Lively from Best Buy Health
  7601 Penn Avenue South
  Richfield, MN 55423

Yes. Please check our Store Locator for a retail store location near you.

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 weekdays from 4AM - 7PM PST and weekends from 6AM - 3PM PST 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.

The Safe Connections Act (“SCA”), codified as section 354 of the Communications Act, allows a survivor of domestic and other related crimes, abuse, or violence to request, for themselves or an individual under their care, a separate line of service from a mobile service contract shared with an abuser.

If you would like to seek relief under the SCA, you will need to contact our Customer Service Department at 1-800-733-6632, during our regular business hours and state that you are requesting relief under the SCA.

You will need to identify each line of service that should be separated using the phone number associated with the line. During the call, you will be advised on the required documentation that needs to be submitted to verify your request and where to send the documentation and the timeline for processing your request.

Yes, the SCA requires individuals seeking relief under it to submit supporting documentation that verifies the alleged abuser has committed or allegedly committed a covered act against the survivor or an individual in the survivor’s care. The SCA defines as “covered act” as conduct that constitutes (1) a crime described in section 40002(a) of the Violence Against Women Act of. 1994 (34 U.S.C. § 12291(a)), including, but not limited to, domestic violence, dating violence, sexual.

Eligible documentation for a survivor includes:

• A copy of a signed affidavit from a licensed medical or mental health care provider, licensed military medical or mental health care provider, licensed social worker, victim services provider, licensed military victim services provider, or an employee of a court acting within the scope of that person’s employment; or
• A copy of a police report, statements provided by the police to a magistrate or a judge, charging documents, protective or restraining orders, military protective orders, or any other official record that documents the covered act.

Eligible documentation for an individual under the care of a survivor includes:

• An affidavit signed (near the time of the request) by the survivor setting forth that such individual is in the care of the survivor and is the user of the specific line.

The documentation should indicate a known name for the abuser, the name of the survivor, and an affirmative statement that indicates the abuser actually or allegedly committed a covered act against the survivor or an individual in the care of a survivor.

Once all the required information and documentation is submitted, your request will be processed in two (2) business days. Business days are Monday-Friday 8:00 AM to 5:00 PM, excluding holidays.

Yes, the SCA prohibits Lively from disclosing a line separation request unless subject to a valid court order, except to:

• The survivor submitting the line separation request;
• Anyone that the survivor specifically designates;
• Third parties necessary to effectuate the request (i.e., vendors, contractors, and agents); and
• To the extent necessary to the FCC or USAC to process emergency communications.

If the abuser is the primary account holder, Lively may, in certain situations, be required to notify an abuser of a change to an account after the completion of the line separation. For example, if the abuser must assume financial responsibility for the account because the survivor will no longer pay for the abuser’s line. Lively is required to inform the survivor of the date on which it intends to give any formal notification to the primary account holder and of the date it will inform the abuser of a line separation, cancellation, or suspension of service, involving the abuser’s line to the extent such notification is necessary.

No, the SCA provides several prohibited practices in connection with a request for relief. Covered providers may not make line separations contingent on:

• Payment of a fee, penalty, or other charges including early termination fee triggered by the separation request;
• Maintaining contractual or billing responsibility of a separated line with the provider;
• Providers must permit both the party remaining on an account and the party separating from an account to port their numbers, without fees or penalties, provided such portability is technically feasible and may not prohibit/limit a survivor’s ability to request a phone number change as part of a line separation request;
• The results of a credit check or other proof of a party’s ability to pay (but may perform credit checks that are used as part of the routine sign-up process for all customers);
• Approval of separation by the primary account holder, if the primary account holder is not the survivor;
• A prohibition or limitation, including payment of a fee, penalty, or other charge, on number portability, provided such portability is technically feasible, or a request to change phone numbers;
• A prohibition or limitation on the separation of lines because arrears accrued by the account; or
• An increase in the rate charged for the mobile service plan of the primary account holder with respect to service on any remaining line or lines:
  • Covered providers may not deny a survivor’s line separation request if the primary account holder for the remaining lines does not agree to a rate increase;
  • Covered providers may not force the remaining primary account holder to switch to a service plan that has a higher rate, although the person may elect to switch to a rate plan that has a higher or lower rate from among those that are commercially available;
  • Providers are not required to offer survivors or remaining parties a specialized rate plan that is not commercially available if the party does not choose to continue the existing rate plan; and
  • Any other requirement or limitation not specifically permitted by the SCA.

Lively does not currently participate in the Lifeline program.