GreatCall Lively Mobile+ User Manual
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GreatCall Lively Mobile+ User Manual

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  • Page 1 User Guide...
  • Page 2 Welcome to the GreatCall® Family! Thank you for choosing the Lively® Mobile Plus. Your all-new mobile urgent response device features 5Star® medical alert service. With 5Star, you’ll have immediate, dependable access to our IAED-Certified Agents who are trained to provide help in uncertain or unsafe situations—24 hours a day, 7 days a week.

  • Page 3: Table Of Contents

    Table of Contents Section 1: Getting Started ..............1 Key Items in Your Lively Mobile Plus Box ................2 Your Lively Mobile Plus ........................4 The Charging Dock ..........................8 Setting Up the Charging Dock ....................10 Powering On Your Lively Mobile Plus for the First Time ..........12 Using the Charging Dock ......................
  • Page 4 Where to Use Your Lively Mobile Plus ................... 25 Calling 5Star Service ........................26 Calling 9-1-1 in an Emergency ....................29 Answering Incoming Calls ......................30 Connecting with Urgent Care ....................32 About the Service Indicator ...................... 33 Using the Included Accessories ....................34 Section 3: Fall Detection ..............
  • Page 5 Sending a Test Call to Your Lively Mobile Plus ..............51 Sending a Tone to Find a Misplaced Lively Mobile Plus ..........52 Locating Your Lively Mobile Plus Using GreatCall Link ........... 53 Just in Case Notes ......................... 54 Billing Information ........................55 Legal ....................

  • Page 6: Section 1: Getting Started

    Section 1: Getting Started Topics • Key Items in Your Lively Mobile Plus Box • Your Lively Mobile Plus • The Charging Dock • Setting Up the Charging Dock • Powering On Your Lively Mobile Plus for the First Time •...

  • Page 7: Key Items In Your Lively Mobile Plus Box

    Key Items in Your Lively Mobile Plus Box Lively Mobile Plus Charging Dock Magnetic Lanyard Clip Accessory...
  • Page 8 Clip Accessory – Attach to your pocket, belt, purse or where convenient. • User Guide – Everything you need to know about your Lively Mobile Plus. • i INFO Additional accessories are available for your Lively Mobile Plus. Please visit us GreatCall.com/Accessories online at for more information.

  • Page 9: Your Lively Mobile Plus

    Your Lively Mobile Plus Speaker Battery Indicator Service Indicator Call Button Microphone...
  • Page 10 The Front of Your Lively Mobile Plus Speaker – Integrated into the Lively Mobile Plus so you can hear the 5Star • Agent or 9-1-1 Operator directly through the device. Battery Indicator – Flashes red when the battery is low and flashes green when •...
  • Page 11 Lanyard Slot Serial Number Power Button Charging Contacts...
  • Page 12 The Back of Your Lively Mobile Plus Lanyard Slot – Attach the included Magnetic Lanyard for use around your neck. • Serial Number – This number is used for activating your device. • Power Button – Turns the Lively Mobile Plus on and off. •...

  • Page 13: The Charging Dock

    The Charging Dock Power Indicator Charging Contacts Power Cord...
  • Page 14 The Charging Dock Power Cord – Provides power to the Charging Dock from a wall outlet. • Power Indicator – Lights up green when plugged into a wall outlet. • Charging Contacts – Allows charging of your Lively Mobile Plus when docked. •...

  • Page 15: Setting Up The Charging Dock

    Setting Up the Charging Dock We’ve included a Charging Dock to make it easy for you to always have your Lively Mobile Plus fully charged and ready to go. The following will guide you through how to set up and use the Charging Dock with your device. 1.

  • Page 17: Powering On Your Lively Mobile Plus For The First Time

    Powering On Your Lively Mobile Plus for the First Time 1. Ensure that your Charging Dock is plugged into a wall outlet. 2. Lower your Lively Mobile Plus into the Charging Dock, as illustrated. 3. After a few moments you will hear “Setting up device, please wait.” This process may take several minutes.
  • Page 19 IMPORTANT! Your device is not ready for use until you hear “Welcome to 5Star” and the Service Indicator located in the middle of the Call Button is flashing green. If you hear a voice prompt saying “Activation failed at step...”, take a note of what step number it failed and contact Customer Care at 1-800-463-5412.

  • Page 20: Using The Charging Dock

    Using the Charging Dock 1. Lower your Lively Mobile Plus in the Charging Dock until the Charging Contacts on both the device and the Charging Dock make contact. You will hear a tone from the Speaker indicating that the device is placed properly and charging.
  • Page 21 2. The Battery Indicator on your Lively Mobile Plus will flash green during the charging process. Once fully charged, the Battery Indicator will remain solid green.
  • Page 22 3. To remove your Lively Mobile Plus from the Charging Dock, simply grasp the device and lift it up and away from the Charging Dock. You will hear a tone from the Speaker indicating that it is no longer charging. Unless additional charging is required, the Battery Indicator on the device will turn off to save power.

  • Page 23: When To Charge Your Lively Mobile Plus

    When to Charge Your Lively Mobile Plus Always place your Lively Mobile Plus in the Charging Dock when you’re not using it so that it is always ready when you need it. We recommend charging each night when you go to bed. When the battery is low, the Battery Indicator will flash red and you will hear a tone reminding you to charge.
  • Page 24 i INFO To protect the battery, the Lively Mobile Plus will automatically stop charging if the device temperature drops below 32°F or rises above 113°F. Charging will automatically resume when the device temperature returns to normal levels.

  • Page 25: About The Battery Indicator

    About the Battery Indicator The Battery Indicator is located above the Call Button on your Lively Mobile Plus. The Battery Indicator lets you know the status of your device’s battery level. Refer to the table below for the common light patterns you will see from the Battery Indicator.

  • Page 26: Section 2: Using Your Lively Mobile Plus

    Section 2: Using Your Lively Mobile Plus Topics • Turning on Your Lively Mobile Plus • Calling 9-1-1 in an Emergency • Turning off Your Lively Mobile Plus • Answering Incoming Calls • When to Use Your Lively Mobile Plus •...

  • Page 27: Turning On Your Lively Mobile Plus

    Turning on Your Lively Mobile Plus Press the Power Button briefly. The Service Indicator will turn green and the Battery Indicator will turn green. Alternatively, placing your Lively Mobile Plus into the Charging Dock will also turn on your device if it was previously turned off. After a few moments, you will hear a tone and a voice prompt of “Welcome to 5Star.”...

  • Page 28: Turning Off Your Lively Mobile Plus

    Turning off Your Lively Mobile Plus Press and hold the Power Button until you hear a tone and voice prompt of “Powering off.” The Service Indicator and Battery Indicator will turn solid red for a few seconds indicating that the device is turning off. Your Lively Mobile Plus is completely off when both of these indicators turn off.

  • Page 29: When To Use Your Lively Mobile Plus

    When to Use Your Lively Mobile Plus Potential emergency situations: • You’re having trouble breathing. • You have a weird tingling in your arm and you are not sure what to do. • You slipped and fell in the shower. General assistance or cautious situations: •...

  • Page 30: Where To Use Your Lively Mobile Plus

    Where to Use Your Lively Mobile Plus Your device is completely mobile and is powered by America’s most reliable nationwide network. You can use your Lively Mobile Plus at home or on the go, wherever you have cellular service. The Lively Mobile Plus is also waterproof so you don’t have to worry about using it in the shower, while washing the dishes or during that unexpected rain.

  • Page 31: Calling 5Star Service

    Calling 5Star Service Your Lively Mobile Plus comes with 24/7 access to 5Star Service. Trained in CPR and other emergency procedures, IAED-Certified 5Star Agents will confirm your location using patented GPS technology, evaluate your situation and get you the help you need. To Call 5Star: 1.
  • Page 32 3. To end the call, firmly press and release the Call Button. You will hear a tone and a voice prompt of “Call ended.” If Your Call to 5Star Requires 9-1-1 Assistance If you call 5Star and the 5Star Agent determines that you need emergency assistance, the Agent will connect you directly to 9-1-1 emergency services.
  • Page 33 i INFO To ensure our 5Star Agents always have your latest information, please regularly check your Personal Emergency Profile available at MyGreatCall.com. See “MyGreatCall” on page 48 for more information on how to manage your Personal Emergency Profile. IMPORTANT! Test or Accidental Calls to 5Star If you decide to test 5Star Service or accidentally place a call to 5Star, please wait on the line for an Agent to answer and advise them that you do not need assistance.

  • Page 34: Calling 9-1-1 In An Emergency

    Calling 9-1-1 in an Emergency In addition to your 24/7 access to 5Star, your Lively Mobile Plus can also call 9-1-1 directly if you experience a critical emergency. To Call 9-1-1: 1. Press and hold the Call Button until you hear a tone and a voice prompt of “Calling 9-1-1 now.”...

  • Page 35: Answering Incoming Calls

    Answering Incoming Calls There are a few scenarios when you may receive an incoming call on your device: • After a 9-1-1 call, the 9-1-1 Operator will have the ability to call you back. • After a 9-1-1 call, a 5Star Agent may call you to see if you need further assistance.
  • Page 36 When there is an incoming call, your Lively Mobile Plus will ring with an audible tone. To Answer an Incoming Call: 1. Firmly press and release the Call Button and speak clearly into the Microphone located at the bottom of the device. 2.

  • Page 37: Connecting With Urgent Care

    Connecting with Urgent Care With certain GreatCall Health & Safety Packages, you have access to Urgent Care. Urgent Care provides you with unlimited health advice from experienced, registered nurses in English or Spanish, 24-hours a day, 7-days a week. To Access a Live Nurse: 1.

  • Page 38: About The Service Indicator

    About the Service Indicator The Service Indicator, located in the middle of the Call Button, will flash to indicate the status of your cellular service. This Service Indicator will let you know whether or not you have cellular coverage and if the device is powered on and ready to use. Refer to the table below for the common light patterns you will see from the Service Indicator.

  • Page 39: Using The Included Accessories

    Using the Included Accessories Clip Accessory The included Clip Accessory allows you to attach your Lively Mobile Plus to things like your purse, belt or pocket. To attach the Clip Accessory, slide the Lively Mobile Plus down into the accessory as shown in the illustration. IMPORTANT! Fall Detection Service is temporarily disabled when you use your Lively Mobile Plus with the included Clip Accessory.
  • Page 40 Magnetic Lanyard The included Magnetic Lanyard allows you to wear your Lively Mobile Plus around your neck. To attach the Magnetic Lanyard, thread the lanyard through the Lanyard Slot at the top of the device. The Magnetic Lanyard features a magnetic clasp for easy fastening around your neck.
  • Page 41 Using Other Lanyard Accessories If you are subscribed to Fall Detection Service, the Lively Mobile Plus must be used with the included Magnetic Lanyard. This lanyard was designed with a specific length to allow the Lively Mobile Plus to accurately detect a fall. If you are not subscribed to Fall Detection Service, other third-party lanyard accessories can be used if they provide you additional comfort.

  • Page 43: Section 3: Fall Detection

    Section 3: Fall Detection Topics • Fall Detection • How Fall Detection Works • Confirming Fall Detection is Enabled • Wearing Your Lively Mobile Plus with Fall Detection • What Happens in the Event of a Fall...

  • Page 44: Fall Detection

    Fall Detection Using patented algorithms and the built-in accelerometer, your Lively Mobile Plus can evaluate sudden changes in your body movement, in relation to your physical activity and posture, to identify falls. The Fall Detection algorithm has been calibrated for use with the Magnetic Lanyard while worn around your neck.
  • Page 45 i INFO The Fall Detection service is only available on the Ultimate Health & Safety Package. If you are interested in the additional protection of Fall Detection, please call us at (800) 463-5412.

  • Page 46: How Fall Detection Works

    How Fall Detection Works 1. If a fall is detected and you are unable to press the Call Button on your Lively Mobile Plus, the device will automatically call 5Star Service. 2. You will be connected with a 5Star Agent. 3.

  • Page 47: Confirming Fall Detection Is Enabled

    Confirming Fall Detection is Enabled Fall Detection is ready to use if when powering on your Lively Mobile Plus you hear “Welcome to 5Star, Fall Detection enabled.” If you hear “Welcome to 5Star, Fall Detection NOT enabled” when powering on your Lively Mobile Plus, you are not protected by Fall Detection service.

  • Page 48: Wearing Your Lively Mobile Plus With Fall Detection

    Wearing Your Lively Mobile Plus with Fall Detection Ensure you have attached the included Magnetic Lanyard to your Lively Mobile Plus. See “Using the Included Accessories” on page 34. Fall Detection only works accurately when your Lively Mobile Plus is worn around your neck using the Magnetic Lanyard.
  • Page 49 IMPORTANT! The Magnetic Lanyard is designed specifically to work with your Lively Mobile Plus and must be used to accurately detect a fall.

  • Page 50: What Happens In The Event Of A Fall

    What Happens in the Event of a Fall If your Lively Mobile Plus detects a fall, it will play an audio message “Fall detected. Calling 5Star. Press button to cancel.” You will have a few seconds to cancel the call. If you did not fall or do not need assistance, press the Call Button to cancel the •...
  • Page 51 Clip Accessory and used with the included Magnetic Lanyard. GreatCall Fall Detection is an optional enhancement service that works in conjunction with your 5Star Service and your Lively Mobile Plus. The service is designed to be used with the included Magnetic Lanyard. The service works best when the device is worn around the neck.

  • Page 52: Section 4: Managing Your Account

    Personal Emergency Profile • Sending a Test Call to Your Lively Mobile Plus • Sending a Tone to Find a Misplaced Lively Mobile Plus • Locating Your Lively Mobile Plus Using GreatCall Link • Just In Case Notes • Billing Information...

  • Page 53: Mygreatcall

    Send a “Test Call” to your Lively Mobile Plus • Send a tone to find your misplaced Lively Mobile Plus • Locate your Lively Mobile Plus on a map using GreatCall Link • Manage “Just in Case” notes • Manage your billing information...

  • Page 54: Personal Emergency Profile

    Personal Emergency Profile Your Personal Emergency Profile (PEP) provides our 5Star Agents with important information that will be critical in assisting you in uncertain or unsafe situations. The more information you provide, the better we can assist you. You can start with MyGreatCall.com basic information and return later to to easily update or add...
  • Page 55 • Medical information such as medications, doctors, hospitals, medical and physical conditions • Vehicles that you drive, including make, model, color and license plate number If you do not have access to MyGreatCall.com, you will be able to provide us with your PEP details securely by fax or mail.

  • Page 56: Sending A Test Call To Your Lively Mobile Plus

    Sending a Test Call to Your Lively Mobile Plus You can confirm that your Lively Mobile Plus is functioning properly by using the automated “Test Call” feature within MyGreatCall.com. Make sure you have your Lively Mobile Plus in-hand before initiating a Test Call so that you can answer when it rings.

  • Page 57: Sending A Tone To Find A Misplaced Lively Mobile Plus

    Sending a Tone to Find a Misplaced Lively Mobile Plus If you have lost or misplaced your Lively Mobile Plus, a special tone can be played to help you find it. Simply use the “Ping My 5Star” feature found on MyGreatCall.com to send a distinctive tone to your Lively Mobile Plus.

  • Page 58: Locating Your Lively Mobile Plus Using Greatcall Link

    With select GreatCall Health & Safety Packages you can view the last known location of your Lively Mobile Plus on a map by using GreatCall Link found at MyGreatCall.com. Not only will you be able to use an interactive map to locate your device, you can also allow family to connect with your device and view key information through their smartphone.

  • Page 59: Just In Case Notes

    Just in Case Notes “Just in Case Notes” can be used to share a variety of notes for 5Star Agents such as future events, names of people you’ll be with, gate codes, locations of a spare key and hearing or speech conditions. This information will be visible to 5Star Agents to better assist you during your calls.

  • Page 60: Billing Information

    Billing Information To conveniently help you manage your billing information, you can access MyGreatCall.com to update your billing address and credit card information, as well as review your payment history. This is particularly useful if you know the credit card you have on file is about to expire and you want to avoid any disruptions to your 5Star Service.

  • Page 61: Legal

    Thank you for using our products and services. These terms and conditions apply to end users of the Lively Mobile Device (“Device”) and the services available through the Device, including GreatCall’s 5Star urgent response service (the “5Star Service” and together with other services provided by GreatCall, the “Services”).
  • Page 62 an emergency or service incident. However, we cannot guarantee that we can track your exact location and in some cases, we may only be able to provide the information provided in your personal profile. We will only use your location information for providing 5Star Service.
  • Page 63 If you are the person who is paying for the Services, to subscribe to the 5Star Service, you will be charged a recurring monthly service fee plus any applicable taxes. Remember, you can use your Device as much as needed but GreatCall may place usage limits in cases of abuse of the Service.
  • Page 64 Your Responsibility To Tell Us Right Away About Disputed Charges If you are the person who is paying for the Services and you object to any fees or charges for Services, you must tell us in writing within 60 days after the fee or charge is incurred, (unless the law does not allow a limit or the law requires a longer period), or you are waiving the dispute.
  • Page 65 at any time and for any reason, even for reasons unrelated to you or your account with us. In such a case, if you are the person who is paying for the Services we will refund any amounts you have paid in advance. Also, we may terminate your Service without prior notice to you for any good cause.
  • Page 66 We may collect information about you in several different ways: from information you provide to us, from information the person who is paying for the Service provides to GreatCall, from your use of the Service, from calls or emails between us, or calls or emails between the person who is paying for the Service and GreatCall, from location based services, and from third party data providers.
  • Page 67 Limitations of Liability You and GreatCall are each waiving important rights. Unless forbidden by law in a particular instance, we each agree as follows: (1) we are not liable for the actions or inactions of any service provider we contact for you, or for our inability to contact any service...
  • Page 68 The supplier of wireless services to GreatCall shall have no liability whatsoever for your losses, claims or damages for any cause whatsoever, including but not limited to any failure or disruption of wireless services provided hereunder, regardless of the form of action, whether in contract, tort or otherwise.
  • Page 69 Such content and services may utilize networks and transmission equipment outside the control of GreatCall or the third party providers and GreatCall and the third party providers disclaim liability for any interruption or suspension of such content or service provided through the Device.
  • Page 70 agreed upon by you and us; (b) ANY CLAIMS BROUGHT BY YOU OR US MUST BE BROUGHT IN OUR INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS OR REPRESENTATIVE PROCEEDING; (c) THE ARBITRATOR MAY NOT CONSOLIDATE MORE THAN ONE PERSON’S CLAIMS, AND MAY NOT OTHERWISE PRESIDE OVER ANY FORM OF A REPRESENTATIVE OR CLASS PROCEEDING, (d) in the event that you are able to demonstrate that the costs of arbitration will be prohibitive as compared to costs of litigation, we will pay as much of your filing and hearing fees in connection with the arbitration as the arbitrator deems...
  • Page 71 For more information on AAA, its Rules and Procedures, and how to file an arbitration claim, you may call AAA at 800-778-7879, write the AAA at 1633 Broadway, 10th Floor, New York, New York 10019, or visit the AAA website at http://www.adr.org.
  • Page 72 This agreement is the entire agreement between you and us with respect to the Services. It supersedes all other agreements or representations, oral or written, between us, past or present, and may not be amended except in a writing signed by GreatCall. If any part of this agreement is considered invalid, the rest of it will remain enforceable.
  • Page 73 What is GreatCall Link GreatCall Link is an optional service that allows you to authorize third parties to have access to information about your Lively Mobile Device and the Service. The information authorized third parties may access includes your current location, your “zone” locations for the past 7 days, your 5Star enabled Device’s power status, and up to 30 days of logged calls to 5Star Service.

  • Page 74: 30-Day Return Policy

    to alert your authorized contacts via push notifications (in the smartphone app) when your Device changes location. You can update addresses and other location information in the Personal Emergency Profile by clicking “Edit Emergency Profile” in the 5Star profile menu. Location fixes and zone accuracy improve as our system learns about the 5Star user’s zones and activity patterns.

  • Page 75: Health And Safety Information

    Shipping charges are not refundable. You will be charged a $10 restocking fee. Health and Safety Information GreatCall recommends that you read all of the Health and Safety information concerning your Lively Mobile. Visit www.greatcall.com/legal/5star-fcc-compliance to view or print this information.
  • Page 76 Body-worn Operation Specific Absorption Rate (SAR) is a measure of the rate of RF (radio frequency) energy absorption by the body from the source being measured. For information on SAR compliance of the Device please go to greatcall.com/legal/5star-fcc-compliance. Implantable Medical Devices A minimum separation of six (6) inches should be maintained between a handheld wireless mobile Device and an implantable medical Device, such as a pacemaker or implantable cardioverter defibrillator, to avoid potential interference with the Device.
  • Page 77 WARNING: This product can expose you to chemicals including lead, which is known to the State of California to cause cancer and birth defects or other reproductive harm. For more information go to www.P65Warnings.ca.gov. GreatCall®, GreatCall Link™, Lively®, and 5Star® are the trademarks and service marks of GreatCall,Inc. Copyright ©2019 GreatCall, Inc.
  • Page 78 (800) 463-5412 5STAR4-USERGUIDE-V1...

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