Frequently Asked Questions

Do I have to sign a long-term contract?
No. We are so confident in our Medical Alert Systems and services that we will never ask you to sign a long-term contract or commitment.

What do I do if I live in a different town than my parents but I want to purchase for them?
Contact our Customer Service team at 1-800-838-3595 and we will help coordinate the purchase and installation for your parents. This process takes less than thirty minutes. 

How do I sign up?
You can order on-line at or call Customer Service at 1-800-838-3595.  We are available to set up an installation and activate your account.

How can I stay up-to-date on how much my family member is using the service?
You can request a detailed report on patient usage that can be delivered via email or fax.

How do I get technical support?
You can contact our Monitoring Technical Support Team at 1-800-432-1429.  We are available to help you 24/7/365 with whatever you may need.

Do you need to have a dedicated phone line?
No. Your current phone line will work fine.

What is the range of MedStar’s Monitoring System?
The monitoring panel will receive a signal from your medical alert pendant anywhere in your home (up to 2500 square feet).  The pendant also has a line of sight of more than 500 feet, which means you are still within range if you step outside your home to check the mail or do other outdoor activities (gardening, exercise, etc).  Ask a representative to do a range test with you.

What if there is an emergency while someone is using the phone?
The MedStar Amber will interrupt the call to contact the monitoring center. You do not need to worry about busy signals or lost connections if you have an emergency while someone is on the phone.

What payment discounts do you offer?
You can earn a free month of service by referring friends or family. To find out more, contact one of our Customer Service representatives at 1-800-838-3595.

Will my insurance cover the MedStar’s Amber?
In some cases, yes.  Many county and state programs offer reimbursement or co-payment of some services; some private insurance companies do as well.  In most cases, your monthly fees are considered tax-deductible medical expenses if qualified.  

Which payment methods do you accept?
Most major credit cards are accepted such as American Express, Visa, MasterCard and Discover.  You can also pay via EFT (Electronic Funds Transfer) directly from your checking or savings account.

What do I do when I take a shower?
Since many falls occur in the bathroom and during showering/bathing, you should always wear your MedStar Amber pendant or wristband in the bathroom.  The unit is completely waterproof.

What happens if I fall and can’t push the button?  What if I pass out and can’t push the button?
With our automatic fall detection transmitter, your fall will be quickly detected.  If you choose this optional service, our monitoring station will notify the appropriate responders and stay on the line until medical attention has arrived.

Can I get more than one transmitter?
Yes.  Many of our subscribers like the added convenience of having several pendants and/or wrist bands in various rooms of their home

Is the pendant/wrist band just an emergency button?
Absolutely not; it can also answer your phone.  When your phone rings, you can answer it with just a touch of the transmitter button regardless of where you are in your home.  This allows hands-free talking and no running to find the phone. 


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