Troubleshooting Your GO Active! GPS Alarm

GPS alarms are vital tools in preventing injuries and providing timely assistance in the event of a fall whether you are at home our out and about. However, like any technology, they may encounter confusion on its installation or functionality. That’s where this guide comes in handy.

In the following pages we’ll walk you through the process of troubleshooting common problems that may arise with your GO Active! GPS alarm system, ensuring it remains reliable and effective. Additionally, we’ll provide clear and detailed instructions on how to install your alarm correctly, maximising its functionality and ensuring it integrates seamlessly into your daily life.

Whether you’re a new or an experienced user, our aim is to equip you with the knowledge and confidence needed to tackle any challenges and fully utilise your GO Active! GPS alarm system.

Meet the Go Active! GPS alarm, your reliable companion designed to support your independence and empower you to engage in activities beyond your home, all with the assurance of safety under 4G coverage.

For individuals susceptible to isolation within their community, the GO Active! serves as a valuable tool, facilitating regular exercise and fostering connections with others to enhance overall well-being.

You can read more about GPS alarms and how they can benefit you by following the link below.

Inside the box, you will discover essential components including the GO!, a charging cradle, charging cable, a UK plug and a hypoallergenic neck chain.

With these components at your disposal, setting up your GO Active! GPS alarm system is made convenient and efficient, allowing you to prioritise safety and peace of mind with ease.

Getting started 

1. Place the charging cradle down on a flat surface near a power source (such as your bedside table). Now take the cable and connect the smaller end to the back of the cradle. Now, connect the larger end to the 3-pin plug. Finally, insert the 3-pin plug into your power source – making sure it is switched on.

2. Your alarm will be in Flight Mode when it arrives. This is to prevent the device from accidentally sending alert calls during shipping. To disable Flight Mode place the GO Active! on charge.

3. To charge the GO!, simply place it down on the cradle with the ‘walking person’ symbol facing up at you. When it is seated correctly, the LED lights around the cradle will turn blue – indicating that it is now charging. When it is fully charged, the LED light around the GO! will turn green

4. Once the device is fully charged (the lights around the device will turn green), you need to perform a System Check. (See Performing a system check page of the user guide.)

5. Now you need to place a test call to check that your equipment is working correctly. (See Placing a test call / How to call for help page of the user guide.)

Make sure to charge your GO! after every call, but avoid charging the GO! every day as this will reduce overall battery life.

The GO Active! has a rechargeable lithium-ion battery. The battery life between charges is up to 1 month with standard use.

How to charge your GO! pendant?

1. Go to your charging cradle (make sure it is on a flat surface and is plugged into power.

2. Place the GO! down on the cradle with the ‘walking person’ symbol facing up at you. When it is seated correctly, the LED lights around the cradle will turn blue – indicating that it is now charging. The GO! will announce “Charging ” when placed on the charger.

3. A full charge takes approximately three to five hours from a low battery status. When the GO Active! is fully charged, the lights around the GO Active! will turn green.

If you need to send an alert while the device is charging, simply remove the GO Active! from the cradle to use it.

From time to time, we may remotely update your device in order to keep it maintained. If you ever hear your GO Active! say “Update complete” (accompanied with a brief white light) this means it has been successfully updated. During an update there is a short period of about 10 seconds when the device will not respond to any button press. Wait 10 seconds and then try again.

During charging, the GO Active! can become warm to the touch. This is normal.

1. Press and hold both buttons at the same time on either side of the GO Active!. This will start the short pre-alarm sound and the device will vibrate.

To cancel an alert, you have 10 seconds to press and hold one of the buttons on the GO Active! until you hear it announce “Cancelled”

2. The light-ring around the GO Active! will turn red. The device will say: “Help alert in progress” as you wait a few moments to be connected to our monitoring team.

3. When our team have received your alert a voice message will play and repeat: “The alert has been received by monitoring; you will soon be contacted by an operator.”

4. The GO Active! has a hands-free built-in speakerphone, so you can talk to our team directly through the device. When we connect to you, we will ask you if you are okay and if you need any assistance.

If you are simply testing your equipment, just let us know you are making a test call.

1. When you raise an alert, the GO Active! will announce “Help alert in progress”, while it vibrates and flashes red. Moments later, you’ll be connected to our team who will speak to you via the built-in speakerphone.

2. We will ask you if you are okay and if you need assistance. Should you need us to, we will notify your emergency contacts or, if necessary, the emergency services of your location.

(In the background, the GO Active! has sent us your location.)

3.While you are waiting for help to arrive, our monitoring team will advise you that they will initially hang up the call to manage your emergency. They will periodically check in with you via the GO Active! until assistance arrives.

The GO Active! has a built-in fall sensor, meaning that it will trigger if you take a fall. If you fall and the alarm hasn’t activated, press both buttons on your GO device to activate it manually.

* If the call disconnects at any point, our monitoring team will automatically attempt to re-establish the connection. If we cannot speak to you via the GO Active! for whatever reason, we will try contacting you by phone.

As the GO Active! is a life-saving device, we recommend performing a System Check once a week (see Performing a System Check).

Wearing your GO Active! GPS alarm.

Wear the device around the neck using the hypoallergenic chain. Please be advised that it must be worn over clothing.

If you have a pacemaker, the GO Active! device must not be worn as a pendant around your neck. The GO device (and the charging cradle) must be kept at least 25cm away from your pacemaker at all times.

The GO Active! will automatically let you know when it needs charging. The lights will change colour, and the device will verbally announce low and critically low battery notifications during daytime hours only (7am-9pm).

Battery is low

The device will flash orange and repeatedly say : “Low battery. Please place me on the charger today.”

Battery is critically low

The device will flash red and repeatedly say: “Critically low battery. Please place me on charge immediately. An alert may fail.”

Important charging notes:

• Don’t use the charger if any parts are damaged.
• Don’t place anything metal on top of the charger.
• Don’t cover the charger with any material, including the chain.
• Don’t place the charger in direct sunlight.
• Don’t open the GO Active! as it contains a lithium coin cell battery.

Flight Mode

Flight Mode is used to prevent the device from emitting mobile communication signals in order to comply with aviation regulations. If you catch a flight and you have your GO Active! with you, you should put it in Flight Mode while traveling.

• To enable Flight Mode, press and hold a single button on either side of the GO Active! for 10 seconds, until you hear it announce “Flight Mode enabled”.
• To disable Flight Mode, press a single button on the GO Active! (this will also start System Check) or place the GO Active! on charge.

If you require help and you are not aboard an airplane, press and hold the two buttons on either side of the GO Active! to send an alert for help. This will override Flight Mode.

Lost Mode

If no movement is detected for 72 hours, the device will send its GPS location to Telecare24. If you lose your GO Active!, contact us on 0800 180 82 20. We may be able to locate your device using GPS.

Nigh Mode

So that you will not be disturbed, the GO Active! automatically enters Night Mode between the hours of 9pm and 7am. During this time, voice messages will not sound. If you send an alert for help, the GO Active! will operate as normal.

In addition to troubleshooting solution, we offer digital copy of our GO Active! GPS alarm user guides to further empower you in understanding and utilising your Telecare24 personal alarm device effectively.

This user guide serves as invaluable resources, offering detailed instructions and setup procedures to ensure smooth operation.

You can download a digital copy of our GO Active! GPS alarm user guide using the links below. Whether you’re a new user seeking setup guidance or a loyal customer troubleshooting an issue, our user guides are here to assist you every step of the way.

Download the user guide

If you have a personal alarm – a life-saving device you rely on – you want to be assured that it will be there when you call for help.

That’s why we encourage all our customers to be proactive and test their alarm systems at least once a month, so we can identify any problems and fix them as quickly as possible.

To test, press and hold both buttons at the same time on either side of the GO Active!.

We have put together a handy testing sheet that you can download and print from the link below.