We’re here to help with the Lively Mobile.
Here’s everything you need to know about your mobile medical alert, plus answers to common questions.
Our support materials make it easy to learn.
We’ve made it easy to learn about your Lively product. Have other questions? Take a look at our FAQs below. If you don’t see what you’re looking for, give us a call anytime.
Please note that support material may vary slightly based on your device and firmware version.
Downloads
Frequently Asked Questions
Yes. By pressing the Call Button for at least 5 seconds – and once you hear “Calling 9-1-1 now” – release the call button and your call will be directed to 9-1-1/emergency services.
Yes. Please request a refund through the standard return policy.
Yes. Newly purchased products from Lively come with a 1-year warranty that protects against manufacturing defects. If your product fails within the first year and you think it may be due to a manufacturing defect, please contact Customer Service for assistance.
Yes. The Lively Mobile features a built-in accelerometer to detect falls. When a fall is detected, the Lively Mobile will automatically call our Urgent Response Agents. Fall Detection is available as an add-on feature with Lively Plans.
As a benefit, you have the option of sending a test call to your device to make sure your Urgent Response service and device are working properly. There are two (2) ways to make a test call:
- Send a test call to your device by logging into Lively.com/myaccount.
- Contact Urgent Response Account Support at 1-800-463-5412 to have a test call sent to your device.
You should receive your test call within 30 minutes of your request. If you do not receive your test call after 30 minutes, please contact Lively Customer Service for further assistance.
Please note: If you feel the need to press the Call Button to make a test call, please remain on the line with the agent – do not 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.
The Lively Mobile has a powerful external speaker for two-way communication, allowing you to hear the Urgent Response Agent, the 9-1-1 operator, others conferenced in by an Agent and other voice and tone prompts easily. The device’s microphone allows for clear communication to Urgent Response Agents or 9-1-1 operators. When speaking into the device, it is recommended you hold it at a comfortable distance (between 12-24 inches from your mouth) and speak normally into the microphone.
You should expect to get up to 24 hours of standby time in between charges on your Lively Mobile. Varying conditions such as your network coverage, device usage, and ambient temperature can impact your standby time. It is recommended to charge your Lively Mobile every night or when not in use with the included Charging Dock.
The Lively Mobile has plans starting at $24.99 per month for unlimited Urgent Response Service.
Yes. The Lively Mobile is waterproof and can safely be used in the shower.
The Lively Mobile has passed tests for IPX7 certification, meaning that the device works after being submerged for 30 minutes in up to 3.3 ft. of water. IPX7 certification ensures users are able to take their device wherever they need – even in the shower.
The wristband is made from a soft yet durable thermoplastic elastomer (TPE). This material meets ISO 10993-10:2010 testing requirements with no signs of skin irritation.
Yes. Lively systems and data are fully secured. Lively respects the privacy and confidentiality of all personal data provided to us. We keep your profile confidential using a secure datacenter and we only share your information with emergency personnel in the event of a critical situation.