Support
Find answers to frequently asked questions in the following categories:
- Learn more about the Wellcore System
- How does the Wellcore Activity Monitoring System work?
The Wellcore System provides the most advanced fall detection available, distinguishing between falls and other types of normal body movement. In the event of a fall, Wellcore notifies responders and local emergency services as needed, automatically without the need to press the button to call for help. The system consists of a Base Unit, a Personal Activity Monitor, your personal password-protected Wellcore website and a Wellcore service subscription. You wear the small, comfortable Activity Monitor 24/7 and the device captures all of your movement. This activity data is sent via the Base Unit over the phone line to our central database. You and only those you designate can view your activity trends, footsteps taken, and rest patterns on the password protected website www.wellcore.com. And since Wellcore tracks only movement, not every detail of your comings and goings, you maintain your privacy and independence. The Wellcore system can also deliver messages to you, helping you stay connected and informed. Friends and family can type messages on the Wellcore password-protected website, and the messages are then converted to voice and played for you via the base unit at the touch of a button. The system provides peace of mind to you and your loved ones.
- How accurate is the Motion Sensor? Will it really know if I have fallen?
The Motion Sensor system is very accurate and can automatically detect falls with unprecedented accuracy. It knows the difference between normal movement and fall movement. It is based on years of data on falls and knows the difference between you dropping the unit (not a fall) vs. wearing the unit and actually falling. The algorithm constantly takes in movement activities and compares them to fall patterns and quickly determines if an actual fall has occurred or not.
- In the event of a fall, what happens if I can’t answer the Emergency Call Center?
The Call Center operator will attempt to speak to you via the 2-way speaker on the Base Unit. The Base Unit answers the call automatically so you will hear the operator’s voice without having to pick up the telephone. If you cannot answer or cannot be heard by the operator, the operator will call your designated responders to come to your home to check on you, and if necessary the operator will call for local emergency services as needed.
- What is the online Dashboard and how do I monitor my daily activity?
When you register your product, you create your username and password during online registration or with the help of a Customer Care specialist over the phone. Caregivers are also emailed login information to view your activity information based on the email address you provided for them during registration.
To view your daily activity, just login to the site with your username and password. You will be taken to your Dashboard page on the Wellcore website where you can see your activity at a glance, your overall activity, footsteps taken, and rest patterns. You can view your data for 1, 7, 30, or 90 day time periods and see what trends are occurring. Only you and your designated caregivers can view this information. We find that the dashboard provides peace of mind for everyone, especially those family members who live far away. Caregivers can also type messages into the dashboard messaging box which are then translated into voice and delivered to your Base Unit. You can listen to the messages on your Base Unit by pressing the “PLAY” button. The Wellcore system tracks only your general activity patterns; it does not track your comings and goings. As a result, it allows you and your loved ones to stay in touch while allowing you to maintain your privacy and independence. If you don’t have access to a computer, that is okay. The system will still be collecting all of your information; you just won’t be able to view it online.
- When you say “asks to be worn”, what does that mean? What if I have a reason for not wearing the Monitor for a long period of time?
If you are not wearing your Personal Activity Monitor for more than 1 hour, your Base Unit will remind you to wear it. The system only works as long as you wear the Monitor, so we highly recommend that you wear it around the clock every day. A notification will also appear on your online dashboard and a message will be sent to your caregivers after 3 or more hours of not wearing your Activity Monitor. If you do not want to wear it at any time, we recommend that you leave it charging in the Base Unit.
- Can two people share the same Personal Activity Monitor?
No. Each Personal Activity Monitor is specifically assigned to one person, so you cannot share your monitor with another person. The Activity Monitor learns how you move over time. By doing this, it can more accurately detect your “normal” movements versus fall movements. However, two people can share the same Base Unit in one house. The second person just needs to purchase an additional Activity Monitor(s) and subscription.
- How is the Wellcore System different from other emergency systems?
The Wellcore system offers the most advanced technology for personal emergency response systems. Old fashioned commodity PERS solutions required that the user press the button if they fall so that they can get help. Wellcore provides automatic fall detection to users so that they don’t have to press a button if they fall. Wellcore knows the difference between normal daily living activity and potentially dangerous falls. If you do fall, you don’t need to struggle to press the button to call for help—a Wellcore emergency specialist calls you, notifies your responders, and sends help as needed. You can also press the help button if you need assistance.
- What is the Warranty for the Wellcore System?
The Wellcore system has a one-year limited warranty. View the warranty here.
- In which countries can you use the Wellcore System?
The Wellcore system is for use only within the 48 contiguous states, the District of Columbia, and Hawaii. The service is not currently available in the state of Alaska.
If you are traveling outside of the United States, the system will not function.
- Back to top
- How does the Wellcore Activity Monitoring System work?
- Installation and Registration
- How do I install the Wellcore System?
The Wellcore System includes a voice installation guide which plays on the base unit once you plug it into the wall. Also included in the package is a one page quick start installation guide which takes you step by step through the installation process and color coded cables to make the process easier. To install:
- Register your system online or by calling a Wellcore Registration agent at 800-668-6697
- Connect your base unit to the phone and power
- Charge your Personal Activity Monitor
- Perform a range test
- Perform a Test Call
- If you need help for any reason, you can contact Wellcore Customer Care at 800-899-8955 Monday through Friday 8am-8pm Eastern Time.
- How does Wellcore know who to contact if I have an emergency?
The first step once you get your Wellcore System home is to register your product. Registration is necessary in order to ensure that you are protected in the event of any emergency. At a minimum you must provide contact information for yourself, one caregiver, and one responder. You have the option of entering the information online or speaking directly with the Customer Care Team at 1-800-668-6697. The registration process is required before the system can be activated so that Wellcore can provide you the best possible service.
- Who is a Caregiver?
A Caregiver is a close family member or friend whom you designate as a Caregiver to Wellcore. We welcome caregivers to the Wellcore family when you begin using the Wellcore System to let them know that they can log on to the personal password-protected website to view your activity data. Wellcore supplies them with a unique username and password via email. Your caregivers can also type messages in the dashboard messaging box which are then translated into voice and delivered to your Base Unit. You can listen to the messages on your Base Unit by pressing the “PLAY” button.
- Who is a Responder?
A responder is a neighbor, friend, or relative who lives within a few minutes of your home whom you designate to be a responder. Responders may be called upon by Wellcore to go to your home to assist you in case of a fall or press of the emergency help button.
- Where should I locate the Base Unit in my home?
The Base Unit should be placed on a hard surface in a central area in your home to get the best coverage. Choose a hard surface that is near where you spend most of your time, near a power outlet and phone jack (and optionally an Ethernet jack or router to get more frequent activity data transmissions), and away from a microwave or refrigerator.
- What cables should I set up first?
First connect your telephone cables with the Base Unit. If you have a phone already installed at that site, first unplug your telephone cable from the phone jack and plug it into the back of your Base Unit in the jack labeled TO PHONE. Then, use the telephone cable (with the green connectors) that is included in your package and plug one end into the telephone wall jack and the other end into the TO JACK port on the back of your Base Unit.
- How do I connect my system to the internet for more frequent activity data transfers?
If you are going to connect your system to the internet via DSL or cable, plug an Ethernet cable into the Ethernet port on the back of your Base Unit and connect the other end into your home network. NOTE: The system still requires a telephone connection for emergency situations even if you use the optional Ethernet connection for data transfer.
- If I connect my system to the internet via Broadband, do I still need to connect my system using my phone lines as well?
Yes, you need to first connect your system to your telephone line and then connect to your high-speed internet connection using an Ethernet cable that you provide. Your phone lines are used in case of a fall so the Emergency Call Center can contact you and send help as necessary.
- How do I conduct a Range Test?
The Range Test is initially performed during installation. If you want to repeat the Range Test at any other time, press and hold the LOCATE button on your Base Unit for 3 seconds. Go to the farthest points in your home and make sure that the green light blinks on your device which tells you that the system is functioning well. Press the Help button. The activity monitor should beep two times. Within 20 seconds, it should beep an additional 4 times to let you know that you are in range. Repeat this for areas in your home and in your yard to know where you are in range. If, at any location in your home or yard, you do not hear the 4 confirmation beeps, then you are out of range. If you find you have many areas that are out of range, try relocating your Base Unit to a more central location in your home. If you still have areas where you are not covered, contact Wellcore Customer Care to purchase a range extender.
- What is the Subscription Agreement?
The Subscription Agreement is included in your package. It describes the terms of our service subscription. The Subscription Agreement must be verbally accepted by the user of the Wellcore system over the phone during the Test Call for the user to become activated in the Wellcore system.
- What happens if I spend part of the year away from my home?
Wellcore understands that some people spend extended periods of time at a second home or visiting family. You do not need to purchase a second system for use while you are there. You can bring your entire Wellcore system with you on the road when you are traveling within the US. We recommend that you do so when you visit an area for an extended period of time. You need to call Wellcore Customer Care three weeks in advance to provide us with the home phone number and address of the location you will be staying at as well as a responder in that location so that we can ensure uninterrupted service to you. Wellcore will then reconfigure your system so that you will not be billed for long distance calls while in the new location. You will need to place a test call when you install your system in the new location to ensure the system is working correctly and you are fully protected.
- Back to top
- How do I install the Wellcore System?
- Service Subscription
- Where can I purchase the Wellcore System?
You can purchase the Wellcore system directly from Wellcore at www.wellcore.com/buy or by calling Wellcore Sales at 800-522-1197. You can also find other retail locations listed on the Buy page of the Wellcore website.
- Why do I need a service subscription?
In order for the Wellcore system to work, you must purchase a subscription to the Wellcore Monitoring Service. The Wellcore Monitoring Service includes access to our Emergency Call Center which is available 24 hours per day, 7 days per week, 365 days per year to assist users whenever they have an emergency. Also included with the service is access to your own personal Wellcore password-protected website where you can view your daily activity, rest patterns and footstep information as well as manage your account, including emergency contact information, if you desire (telephone access to manage your account is also available). The service subscription does not require a contract and you can cancel at any time and you will receive a refund of any pre-paid, but unused fees related to the subscription. Click here to review the Wellcore Cancelation Policy.
- Do I need to sign a contract to get started with Wellcore?
Before you can activate the Wellcore System, you must sign up for a month to month service subscription with Wellcore. There is no long term contract involved. You also have the option to prepay for 6 or 12 months of service. If you prepay and then cancel for any reason, you receive a refund for the unused portion of the subscription. The subscription cost is $49.99 per month for a one person system.
- If two users in the household have monitors, are two subscriptions required?
Yes, if there are two people using the system, the first person pays the regular cost while the second person pays a discounted rate of $30 per month.
- What are the charges for Shipping and Sales Tax?
When purchasing directly from Wellcore you have multiple shipping options: Ground Shipping ($10), 2-Day delivery ($25), or overnight delivery ($45). Sales Tax will be collected when shipping to the following locations: CA, CO, DC, FL, IL, MA, MI, MN, NE, NV, NY, OH, PA, TX.
- What is covered by the Satisfaction Guarantee policy?
30-DAY MONEY BACK SATISFACTION GUARANTEE: Try the Wellcore system for 30 days risk-free. If you aren’t completely thrilled with how it works, you may return it for a refund. Click here to view the full Wellcore return policy.
- Back to top
- Where can I purchase the Wellcore System?
- Product Details
- How does the product know if I fall?
The Personal Activity Monitor includes accelerometers that detect motion. This motion data together with Wellcore-developed proprietary algorithms can determine what signifies a fall versus normal body movements. Currently the algorithms can detect over 27 different types of falls.
- How does the Wellcore System work if I fall?
If you fall, the Personal Activity Monitor will send an alert via your Base Unit over the phone line to the Emergency Call Center. A Call Center Operator will contact you and speak to you over the 2-way speaker on the Base Unit—no need to pick up the telephone. They will work with you to determine if one of your designated responders can assist you and will also send local emergency services to your home as needed. Your caregivers will also be notified.
- How quickly does Wellcore respond when I fall or press the help button during an emergency?
You should receive a call from the Wellcore emergency response call center within about 1 minute. If you are also using a broadband connection to transmit data, the call response time is closer to 30 seconds.
- What happens if a fall occurs while the phone line is in use?
If someone in your home is using the phone line or the phone line is being used for other purposes when you have a fall, the Wellcore system will interrupt the call and announce the need to free the telephone line because a possible emergency is occurring. Once the phone line is available, the Wellcore System will send the Alert data to the Emergency Call Center so they can assist you.
- Does the Emergency Call Center monitor my safety 24/7?
The Wellcore Personal Activity Monitor that you wear monitors your activity and automatically detects falls, or you can push the button for help if you have an emergency that does not involve a fall. In the case of a fall or help button press at home, the information is immediately sent to the Emergency Call Center so that they can contact you to assess the situation and to get you help if necessary. The Emergency Call Center is available 24×7, 365 days a year—whenever you need them.
- Is a phone line required to operate the Wellcore system? If so, how is it used?
Yes, a phone line is required for the Wellcore System to work. It must be a standard analog phone line (it does not work with true digital or VOIP systems). If a fall is detected or the Help button is pressed, the alert information is sent via the phone line and the Emergency Call Center then uses that phone line (via the 2-way speaker on the Base Unit) to contact you and assess the situation. The phone line is also used to transfer the activity data to the website (optionally the data may also be sent via Broadband if this is included in your setup at home). This data transfer call is usually less than 2 minutes in length.
- How frequently will the Wellcore System use my phone line?
The Wellcore System sends your activity data over the phone line once every two hours during the day. It will also transfer data one time during nighttime hours. It takes approximately 2 minutes to send the data to our system. If you have new incoming messages sent from the Wellcore Dashboard, it will take slightly longer. If the phone is in use at the scheduled data transmission time, the Wellcore system waits until the phone line is free and then transmits the data.
- How is the phone line used for activity data transfer?
Periodically throughout the day the System will use the phone line to transfer your non-emergency related activity data. If the phone line is in use when the System wants to send activity data, the data transfer will not happen until the phone line is available at which time the system reattempts the data transfer. Conversely, if a data transfer is in process and someone in the home picks up the phone to make a call while the transfer is in progress, they will not hear a dial tone but will instead hear modem sounds which indicate that data is transferring and thus a phone call cannot be made at that time. The data transfer will take approximately 2 minutes and the phone will be available immediately after the data transfer is finished.
- Do I need a second phone line for my Wellcore system?
No, you do not need a second phone line in order for the system to work. The Wellcore System shares your existing phone line; you simply plug your telephone into the Base Unit and your Base Unit into the telephone wall jack.
- Will Wellcore work with a digital or VoIP phone?
The Wellcore system works with standard (analog) telephone systems. The product does not work with digital or VoIP phones at this time.
- When the system calls Wellcore to transfer activity data, is it a toll call?
No. There should not be any additional telephone charges associated with your Wellcore system’s use of your home phone. All calls from the home telephone are made using either a local access number or a toll-free 800 number.
- What happens if the power goes out? Will the system still work?
Yes. The wearable device is battery-operated and the Base Unit will continue to work using its back up battery power for about 18 hours. If the power goes out, all data is preserved so that no information is lost. If you fall while the power is out, the Base Unit will use the existing phone line (which typically continues to work during power outages) to call in the emergency situation.
- How often do I need to charge the battery? How am I protected while the battery is charging?
The Personal Activity Monitor needs to be charged for 1 hour each day. In order to help ensure you are always protected, we recommend that you make a habit of charging it at the same time every day. For instance, if you watch a specific television show each day, you could charge it while you are watching the show and then re-attach it. While the battery is charging, you are not protected by the device. But if you are located near the Base Unit, you can press the Help button to get help if needed. Alternately, you can also purchase a second Personal Activity Monitor to wear while the first Activity Monitor is charging.
- How do I know that the battery in my Personal Activity Monitor is running low?
When the battery in the personal activity monitor is starting to run low, the monitor will beep and the battery icon light will blink amber. If you ever hear the monitor beep, look at it to see if the battery icon is lit amber. If lit amber, then please charge your personal activity monitor as soon as you can by placing it in the charging slot on the Base Unit. It is fully charged when the battery icon is lit green.
- How does the Messaging Feature work?
The messaging feature allows caregivers to send messages to your Base Unit for you to listen to. Those you designate can log on to www.Wellcore.com and type messages which are converted to voice and delivered to your Base Unit (Note, there can be up to a two hour delay depending on the next scheduled data transfer time). You will then see the PLAY light blinking on the Base Unit indicating there is a new message waiting to be heard.
- Can I bathe while wearing the Wellcore Personal Activity Monitor? What about while swimming?
The Personal Activity Monitor has been designed to be water resistant. We recommend that you put the Activity Monitor in the provided armband in order to wear it in the shower or bath. We do not, however, recommend keeping it submerged in water for long periods of time such as while swimming.
- Can I use my DSL/Cable internet access with my Wellcore System?
Yes, the Wellcore System works with both DSL and Cable internet (with DSL systems, a DSL filter must be installed between the Base Unit and the wall jack). You can use your internet access to send your activity data more frequently to Wellcore so that you can view your activity data with little delay on the website. Your data will be delivered every 20 minutes by Ethernet and 120 minutes for phone delivery of data. Please note, however, that you still need to also have the System connected to your existing phone line in order to communicate with the Emergency Call Center.
- How many users does the system support?
The system can support either 1 or 2 people in a household. Each person needs to purchase their own Personal Activity Monitor(s). The Base Unit can support up to two Personal Activity Monitors per person for up to two people (a total of 4 Activity Monitors).
- Where is the On/Off button? When should I use it?
The little triangle-shaped button on the front of the Personal Activity Monitor works as an On/Off button. The Activity Monitor is off when it is shipped to you. When you place it in your Base Unit to charge for the first time, it will automatically turn itself on. After that, we suggest you leave your Personal Activity Monitor turned on at all times unless you are traveling on an airplane. You will need to turn off your Activity Monitor while on the airplane. To turn it off, press and hold the triangle-shaped button for 8-10 seconds. When the lights stop flashing on the Activity Monitor, you can release the button and the monitor is off. To turn it back on, press the button for 1 second, until lights begin flashing.
- If I misplace my Activity Monitor, how can I easily locate it?
If you are at home and cannot find your Personal Activity Monitor, you can press the “Locate” button on the base unit for help in locating it. When you press the button, your Activity Monitor starts beeping (when it communicates next with the Base Unit, within 20 minutes) wherever it is in your home. You can then walk around and locate the sound. Once found, press the End Call button on your Base Unit to stop the beeping.
- If two people use Activity Monitors, does it matter which we wear?
Yes. We have color-coded the Activity Monitors so that each person knows which Activity Monitor is theirs when there is more than one person using the system in a home. As a result, the Wellcore System will be able to learn each individual’s patterns. If you accidentally switch who wears which Monitor, the activity patterns will not be accurate for either of you.
- How can I be protected while recharging my Activity Monitor?
You can ensure you are protected 100% of the time if you purchase a second Personal Activity Monitor. With a second Monitor you can always keep one Monitor charging on the Base Unit while wearing the other. On alternating days, you can switch the two so that one is always charging and one is always being worn. It is good to get in the habit of switching the two Personal Activity Monitors at the same time every day.
- Who can I call if I have questions about using my product?
You can call Wellcore Customer Care at 1-800-899-8955. A customer care specialist will be more than happy to help you. The Customer Care center is open from 8am to 8pm Eastern Time. If you ever have an emergency, the Emergency Call Center operates 24/7.
- Back to top
- How does the product know if I fall?
