FAQ's
Q. Isn’t it better to dial 999?
A. It is an efficient service, but there are several reasons as to why we believe the Send4Help service is often better:
- 999 operators don’t know who is calling, where they are or why they have called. When answering an alarm,
we immediately know who it is, where they are, and precisely what they want done in the event of an incident
(because you have provided us with instructions to follow in an emergency). It’s like having your very own
emergency service.
- Skyguard has direct links into local Police control rooms across the UK. In some instances
and dependant on the service you are using, we can call Police control rooms directly, where we avoid having to
explain the situation to the 999 operator first and waiting for the call to be transferred to the local police
operator.
- Pressing an alarm button is quicker. Dialling 999 and speaking to an emergency service
operator requires more time and effort than simply activating an alarm button on your phone or personal safety
device.
- Callers to 999 often cannot convey accurate information about their situation; either as a
result of panic, fear, pain or distress. The Send4Help service ensures the emergency services have all the details
about an incident and can also be made aware of special circumstances including existing medical conditions.
- You cannot dial 999 in advance. Send4Help allows users to notify us in advance if they are
entering a dangerous or threatening situation. This can be done in several different ways: - by leaving a voice
memo message giving details of who you are meeting and where you are going… by raising an alarm and asking the
controller to stay on the line until you are safe, or summon help should an incident arise.
- 999 operators will only report details of an incident to the emergency services. With
Send4Help, not only will our controller contact the emergency services, but they can also call a family member,
friend or colleague and follow instructions according to the requirements you have given us. Details can be updated
by the user in real-time 24/7, and changed as often as necessary.
- With 135,491 hoax calls to emergency services in 2008-09, hoax calls are a real problem for 999
operators. Send4Help’s service helps take some of the pressure off the service; our experience from
working with our police customers over many years has allowed us to develop our controller training and procedures
in order to minimise false alarms.
Q. Will I be charged for emergency calls to the Incident Management Centre?
A. No. If you use the MySOS Emergency service, then all emergency calls to our Incident Management
Centre are free of charge.
Q. What is considered an emergency?
A. Any situation that poses a serious risk to your health and safety, requires immediate medical assistance or
the intervention of the police, ambulance or fire services.
Q. Send4Help uses GPRS technology. What if there’s no signal?
A. The alarm is sent via GPRS for cost-effectiveness and efficiency. SMS (how text-messaging is sent) is used as a
backup to ensure the alarm has the best chance of being received.
Q. Can I update my personal instructions as often as I like?
A. Yes. Send4Help’s Customer Service Centre (CSC) is a secure online portal which allows you or the user to input
and update the user’s details and personal information, in real-time, 24/7. This is the information which our
“Skyguard” controllers will see during an alarm activation, so it is vitally important it is kept up to date at all
times.
Because the information is updated in real-time, any changes you make will immediately change on our system, so our
controllers always have up-to-date information. You can also give us instructions as to what you want us to do during
an alarm. For example this could be summoning the emergency services, calling a family member, friend or colleague.
On the sign up pages you will find help tips and examples to guide you through the process. You will also be sent
a User Guide which will explain how to use all the features of your CSC Account.
Q. Can I access the CSC on more than one computer?
A. Yes. The CSC is available through any internet connected PC using a web browser, and the login details provided
on signing up. You can set up multiple users for your CSC account, details of how to do this are included in CSC User
guide you will receive on signing up.
Q. What is the Incident Management Centre (IMC)?
A. The Incident Management Centre is where we receive and deal with all emergency calls and alarms. Based in the
UK, it operates for 24 hours a day, 7 days a week, 365 days a year. It only manages Skyguard and Send4Help personal
safety alarms.
It is manned round-the-clock by our highly trained controllers. Our IMC is certified to the highest British
Standards; BS 8484 - the new Lone Worker Monitoring Service standard, BS 5979 (Category 2) – the highest standard
for Alarm Receiving Centres, and ISO 9001 – for our Quality Management System.
We only deal with personal safety alarms (not building alarms or CCTV monitoring, normally associated with Alarm
Receiving Centres), which means our controllers can focus solely on the user’s emergency without the distraction of
other alarm types.
Q. What does a “Skyguard” Controller do?
A. Skyguard controllers are the people who can bring help to you or your loved ones when needed most… in an
emergency. When an alarm is activated, they are trained to:
- Gather information from
- the 2-way audio link
- the personal, medical and other details you have submitted
- the location of the user on a map
- the address given from the location information
- Use the information to decide
- whether it is a false alarm or not
- the appropriate emergency response
- Manage the emergency:
- provide reassurance and information
- inform the appropriate emergency services
- give them all the relevant information
- keep them updated
- follow the instructions as left by the user on the CSC
- Complete the incident:
- ensure the emergency is over and dealt with
- inform all concerned
- prepare an incident report
Q. Can anyone see my personal details?
A. No one can see your personal details except in the following circumstances;
- You activate your personal safety alarm
- You are reported missing. In which case the police will ask us to locate the unit; We will only pass the information to the police.
Q. How do I know the controller is listening when I set the alarm off?
A. You will hear a soft 'beep' from your device or mobile which indicates the Skyguard controller is listening.
Q. How do your controllers know my location during an alarm?
A. The MySOS personal safety devices are equipped with a GPS receiver (the same technology found in a car’s SatNav device).
The GPS receiver will determine its location provided it can receive signals from at least 3 satellites in the sky. If the device cannot get an immediate location it will send its last known location stored in its memory, from the last time it received a satellite signal. Therefore, on rare occasions the device will send an inaccurate location as is the case with most GPS enabled devices. On activating an alarm, the device or handset will transmit its position via GPRS (or SMS as a backup) to Send4Help’s IMC, where it will be displayed to the controllers on a map. You can also view the location of the device online through our Customer Service Centre (CSC).
Q. How can I be sure you’ll know where I am?
A. Position reports can record your location at regular intervals, or you can update us manually by pushing a button when needed. You can also see your location on an online map at our secure Customer Service Centre.
Q. What if I’m being threatened by an attacker or intruder?
A. Don’t worry. You can activate the alarm without having to say a word. We’ll listen to what’s happening and if it’s not safe to speak to you we’ll send assistance without alerting the person who is threatening your safety.
Q. What if my child activates the alarm by accident?
A. Your subscription allows for 5 minutes worth of free test alarm calls per month, which should cover any accidental alarm calls. However, it is imperative that you explain to your child that the service is for serious emergencies and they are not to make hoax calls.
Q. I am worried that someone will know where I am when I have it on.
A. We take the Data Protection and Human Rights Acts very seriously and will not pass on information relating to your location to anyone unless you have agreed to it, or there is a genuine alarm.
Our controllers do not know where you are until either you activate the unit yourself in an emergency or the police request us to inform them following a missing person report.
Q. What happens if I lose my MySOS device?
A. Losses should be reported immediately to Send4Help’s Customer Support by calling 0844 257 0317. We will attempt to recover it but in the event that we are unable to locate the device, you will be responsible for purchasing a replacement device at a cost to yourself.
Q. What happens if it is lost or stolen and someone else activates it?
A. Once it is reported as lost or stolen the controller will ask anyone who activates it some questions from your registration details which only you would know. The controller will know the location of the unit which may make its recovery possible.
Q. Where can I buy the MySOS device and choose the service?
A. Click the Products tab at the top of the page, to view the MySOS device and services.
Q. How do I pay?
A. Payment for our products and service can be made securely online by credit or debit card. Our website accepts the following types of card: MasterCard, Visa debit, and Visa credit cards.
Q. What is the Ordering process?
A. Once you have decided which service you would like to subscribe to, you will be asked to confirm your contract length, login account details, payment and finally the user details which will include what actions for us to take in an emergency. If at any point during the sign-up process you require help, click on the help icon which will provide you with more details of the information we require.
If you still have a query, please contact us either by the Chat button found at the top of the screen or calling us on 0844 257 0317 and we will be happy to assist you.
When you have finished the sign-up process, you will be sent a confirmation email for your order which will include your Customer Service Customer login details. It is important that you complete the user details as soon as possible, because we will not be able to despatch your product until we have the necessary information.
Your MySOS device will be configured to your requirements and despatched to you within 3 working* days via Royal Mail Special Delivery.
Once you have received your device, you should follow the instruction in the User Guide to perform a test call which will test the alarm is working and the CSC information we hold for you is correct.
Q. My credit/debit card is expiring in a few months, so how do I update my payment details?
A. You should call our Customer Support team between 9am and 5.30pm, Monday to Friday on 0844 257 0317, who will take your new card details and update them in the system.
Q. What happens at the end of my subscription contract period?
A. By purchasing Send4Help products, you are entering into a contract for a minimum period of 1 or 2 years,
depending on which contract length you select during the purchasing process. At the end of your minimum contract
period, you may choose to cancel or alternatively your contract will be automatically renewed.
Q. Is there a maximum number of subscriptions I can order from the website?
A. Yes. A maximum of 5 subscriptions of the same type can be ordered online at any one time from the Send4Help
website. If you wish to place a larger order please call Skyguard’s Corporate Sales team on 0845 0360 999, or fill
in the contact form on Skyguard’s website and we will contact you.
Q. How much does it cost?
A. Prices for the Send4Help service vary depending on which service you choose, the length of the contract period and if you choose to pay quarterly on annually. For pricing options on each product please refer to the product pages on this website.
Q. Are there any additional/hidden costs?
A. Our service allows for 5 minutes free calls to the phone numbers programmed into your MySOS device and 10 free SMS position reporting text messages per month. Anything over this allowance will be charged at the following rates:
UK landline – 5p / min
Orange & T-Mobile – 5p / min
Other networks – 25p / min
All emergency calls to our Incident Management Centre are free of charge. This however, doesn’t include test calls or false alarms.
Q. Is VAT applicable on Send4Help products?
A. All Prices shown are inclusive of 20% VAT.
Q. Is there VAT exemption for the disabled?
A. Disabled people are exempt from paying VAT when buying from Send4Help. To qualify for this exemption the purchase must be intended for use
by a disabled person or persons.
To qualify for VAT exemption, simply download, print and return
the completed form here.
Q. Can I change my contract length?
A. When you purchase a subscription to the Send4Help service you are entering into a contract for a minimum period of 1 or 2 years. Once your order has been processed you will be unable to decrease your contract length unless you decide to cancel the service within 7 working days of receiving the product. If you decide you would like to increase your contract length please call our Sales Team on 0845 0360 999.
Q. When can I expect to receive my order?
A. MySOS orders will usually take 2 to 3 working days to deliver, as the devices need to be set-up before despatch. We can only delivery to UK addresses and will require a signature upon receipt of the order.
Q. Can I track my order?
A. You can, but you’ll need to call our Customer Support team between 9am and 5.30pm, Monday to Friday on 0844 257 0317
Q.What should I do if the device is faulty?
A. The device is included as part of your subscription to the Send4Help service and comes with a 12 month warranty,therefore we will issue you with a free of charge replacement should the product develop a fault during the first 12 months.
In the unlikely event that an item is faulty please contact Customer Support between 9am and 5.30pm, Monday to Friday on 0844 257 0317. We may be able to resolve the problem over the phone, but if we are unable to fix the problem we will issue you with an Authorised Returns Number and arrange a replacement to be sent to you.
Product specific FAQs
Q. What is MySOS?
A. The MySOS is the UK’s smallest personal safety device which uses the latest GPS and GPRS technology. Designed to protect vulnerable people of all ages from all walks of life, MySOS provides a quick and effective means of tracking and calling for help in critical situations, anytime, anywhere.
The primary feature of the MySOS device is the alarm function which is activated by pressing the SOS button. Once activated, and depending on what MySOS package you have subscribed to, an alarm message containing the user’s identity and location (via GPS), will be sent to our Incident Management Centre (IMC) using GPRS technology and a 2-way voice call is initiated. Here our trained controllers know who you are, where you are, and any other details that you have supplied to us. They will be able to listen to you and your environment and talk to you, if it’s safe to do so. MySOS has a host of additional features which, combined with the Send4Help subscription, provides a complete personal safety service for any emergency situation.
Click here to find out more.
Q. How do I know my device is working?
A. In order to be 'working' and connect to either Send4Help’s IMC or the contact numbers of your choosing, your MySOS device must fulfil 3 requirements:
- Sufficient battery power
- A GPS 'fix'
- A GSM phone signal
All these are indicated by the LEDs (lights) on the face of the unit and are explained in the MySOS User Guide.
Q. What packages are available for MySOS?
A. There are two different subscription packages available for the MySOS device, which allows you to choose the service that best suits your needs. The packages available and list of features included are as follows:
- Friends and Family
- Emergency
Q. What is Mobile phone/On-demand position request?
A. This feature enables the device to be located on an online map simply by sending an SMS text message to the device from one of the pre-programmed phone numbers. This is ideal if you want to know where your children or vulnerable loved-ones are at any moment. MySOS also allows the user to send their location to the pre-programmed phone number. Perfect for letting a loved one know that you are safe. This information will only be sent to the mobile phone number that you have specified to contact in an emergency.
Q. How do I view the map which shows where the device is?
A. Whether you send the device a position request or the user has sent you their location, you will receive a text message with a web link to an online map. You can view this using either an internet-enabled mobile phone or computer. With the Emergency package, you can also view the location of the device on the Customer Service Centre portal.
Q. Will the service work when I am indoors?
A. In order to be able to get an accurate GPS location, the device must be able to “see” satellites in the sky, without being blocked by buildings. If the device cannot get an immediate location it will send its last known location stored in its memory, from the last time it received satellite signals. The device will be able to transmit an alarm and setup a two way voice call if you have a strong enough mobile phone signal whilst indoors. An additional feature of the MySOS allows the user to leave a voice memo messages by pressing a button on the device*, giving details about your location when going indoors or areas where the GPS location can not be determined. Skyguard controllers will have access to this voice message and respond accordingly should an emergency situation occur.
*Emergency service only.
Q. Does it matter if the MySOS gets wet?
A. The unit is not waterproof but, as with a mobile phone, a few spots of rain will not damage it.
Q. Does it matter if I drop it?
A. The MySOS is not designed to be completely shock proof and you should avoid dropping it - particularly onto hard surfaces.
Q. Has it been safety tested?
A. Yes - to the highest standards.
The MySOS device has been tested and certified to the following European standards; CE, RoSH and the following British Standards; BS 8484:2009 (Lone Worker Monitoring Service standard).
Q. What happens if I activate it by mistake?
A. We appreciate that this may happen as a genuine mistake. The controller's first task is to determine whether the alarm is a false alarm or a genuine emergency. So if it is an accident then you can tell the controller over the 2-way audio link. The controller will ask you some personal questions to confirm your identity.
Q. Can I use it like a phone?
A. Yes – The speed dial function can be pre-programmed prior to despatch to any number you choose. You will be able to input this number during the purchasing process on the user details information page. The MySOS is designed as a personal safety alarm and is dependent on battery power to function effectively when you need it. Therefore, it may require more frequent charging if it is also used as a mobile phone to call the pre-programmed number. This can be done with the mains charger included or with the optional car charger. Please bear in mind, these calls are subject to network charges and the user is responsible for paying the bill.
Q. Can I use any SIM card in my MySOS device?
A. No. Your MySOS device has been configured to only work with the SIM card pre-installed in the device prior to shipping. If you replace the installed SIM card with another SIM, you will be unable to raise an alarm to our IMC and the device will not function correctly.
Q. Can I lend my device to someone?
A. It really depends on what service you choose. If you subscribed to the Friends and Family package, then all emergency calls are routed to pre-programmed phone numbers of your choosing. So, if you bought the device for your children, then there is no harm in letting different family members use the device at different times. However, we would recommend that each family member use their own dedicated device to avoid confusion, etc.
If you choose the Emergency package, by lending the device to someone else and they raise an alarm, our controllers will not have their correct personal information and emergency procedures and therefore will not be able to assist them effectively. If you require the ability to “pool” a device so that it can be shared by multiple users, please contact Skyguard’s Corporate Sales Team on 0845 0360 999, and they will be able to discuss the options available to you.
Q. How often do I have to charge it?
A. We strongly advise that you charge the MySOS device every day so that it can function effectively in an emergency.
Q. How long does the battery last?
A. There is approximately 18 to 20 hours normal usage if all functions (i.e regular position requests) are frequently used.
Q. How do I carry it?
A. We recommend that it is always carried discretely attached to the person. There are three main ways of carrying it discretely;
- On a lanyard around the neck. Two lanyards are supplied with the device.
- On a short lanyard attached to the belt two lanyards are supplied with the device.
- On a set of keys. A keychain is supplied with the device.
- In a holster clipped to a belt. A holster is available to purchase for £8.
Privacy Policy
Q. What is Send4Help’s Privacy Policy?
A. Send4Help is strictly committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). The information we collect about you enables us to process your order and provide you with the best service possible. We will not pass your details onto third parties. Click here to view our full Privacy Policy.
Q. Is it safe to enter my credit card details online?
A. Yes. It’s completely safe. Send4Help uses RBS WorldPay as a payment processor, one the UK’s leading providers. They process on average, over 12 million transactions per day. RBS WorldPay system uses “Verified by Visa” and “MasterCard SeCurecode” which both include a password-protected identity-checking service known only by you and your bank.
As well as these technologies, we also utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of sensitive information such as your name, address and credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it.
Q. What if I have a technical issue that is not answered within the FAQ section?
A. Send4Help’s Customer Support team can assist with technical issues and support between 9am and 5.30pm, Monday to Friday by calling 0844 257 0314, or emailing customer.support@send4help.com Our IMC controllers are available to respond to alarms 24/7, but will be not be able to offer technical support unless it relates directly to managing an emergency situation.
Q. What do I need to do if I’ve forgotten my login password to the Customer Service Centre (CSC)?
A. If you cannot remember your CSC password, please send an email to customer.support@send4help.com from the same email address as you registered with. We will then issue you with a new password, which we recommend you change immediately to something memorable.
Q. Does the service work abroad?
A. The GPS technology used in MySOS software will work anywhere in the world, provided the device can “see” the sky. However, because the device sends its position using GPRS a mobile phone signal is required and the MySOS device do not have an international enabled SIM card, so they will not be able to transmit the alarm message. Please call Send4Help if you would like to discuss using the service abroad.
Q. What is GPS?
A. GPS stands for Global Positioning Satellites. A network of 24 satellites that enables extremely accurate positioning anywhere on Earth and is therefore the ultimate technology for personal safety devices. GPS is freely available for use by anyone who has a GPS receiver.
Q. How does GPS work?
A. Each GPS Receiver measures the distance from each 'visible' satellite by comparing the timestamps of the received signals against a master clock signal. The satellite positions are known, so the time it takes for the signal to travel to the receiver allows your exact position to be determined by triangulation (see 3 below).
- Initially the receiver knows its distance from one satellite. Imagine a sphere;
the receiver could be anywhere on that sphere:
- As soon as a second satellite is available, the receiver will know it is within
the overlap of the two spheres, and an approximate position is obtained:
- Only when signals are received from three or more satellites, does the receiver
have an accurate position (the small triangle in the centre of the intersection):
Q. What is GSM?
A. GSM stands for General System Mobile and is the technology that underpins most of the world's mobile phone networks. It is essentially a very small digital radio receiver/transmitter. GSM devices such as mobile phones and personal safety devices require a SIM card that enables connection to a particular network providers system.
Q. Is GSM an international standard?
A. GSM is an international standard but some countries use different radio frequencies; the most common being 900/1800 - usually referred to as dual band - which is used by all countries except the United States and Japan. The US uses 850/1900; many phones are designed to work across all 4 frequencies and are referred to as quad band. The MySOS device support all of the quad band frequencies.
Q. What does the SIM card do?
A. The SIM card (Subscriber Identity Module) enables the MySOS device (or user’s handset) to connect to a specific mobile phone network. It identifies the user in terms of who pays the bill for calls made.