We have included a list of FAQ’s (Frequently Asked Questions) dependant on your query. These are split into general FAQ’s and product specific FAQ’s for your convenience. If you can’t find an answer to your question, please visit our contact page and fill out the enquiry form. One of our advisors will then be in touch shortly to help.
The C500 by KeySafe is the only key safe to have police approval and be insurance approved. Its security rating is the same as a domestic front door.
Yes – we have both wrist worn (FallSafe) and neck worn (Fall Alert) devices that can detect falls even when you are unable to press the button, for example when you lose consciousness following a fall.
Absolutely. We recommend you test your pendant at least once a month.
False alarms can happen occasionally. All you need to do is wait for the call to connect with the person receiving the call and tell them that it is a false alarm.
SureSafe 24/7 Connect
Please advise us of your new address, telephone number and any change to key-holders. Please call us on 0800 112 3201 to let us know. In your new home you should plug the alarm into the power and telephone socket and then do a test call by pressing the pendant (only after providing your new details).
Don’t worry, no alarm call will go unanswered. If we cannot speak to you through the base unit, or reach you on your landline, we will contact your nominated contacts and/or the emergency services.
If you use a high quality ADSL filter it should not affect your alarm but we recommend that you test your alarm every time you change the phone or internet to see if it is still working properly.
Text LOC to the alarm and you will receive a text with a Google Maps link to the location.
The alarm needs to find its first GPS location when first switched on. Take the alarm outside for 2-3 minutes and wait until you see the blue LED give a quick flash every 3 seconds (as opposed to a long flash every 3 seconds). The alarm now has a GPS signal and will give the correct location, date and time.
Check the following:
- The pendant is switched on and has power
- The green LED is flashing quickly every 3 seconds to indicate it has signal
- You have active credit (SureSafeGO Family & Friends only)
- When testing the alarm, make sure you press and hold the SOS button for 3 seconds, until the pendant beeps/vibrates
Check the programming of the alarm to make sure that there are no spaces at all in the programming sequence. Spaces in the programming can mean calls can be made but text messages will not go through.
When charging your pendant, ensure that you fully click the pendant into the charging cradle. When the pendant is charging you will see the blue LED stays on. If the blue LED is not on when in the charging cradle then it is not charging. Place it in again until the blue LED stays on.
SureSafe Personal Alarm
If the first number does not answer, the alarm will automatically dial the second number programmed. The third will be called if the second does not answer, and it will repeat this process up to 3 times in an attempt to reach someone..
The alarm is not fooled by voicemail or an answerphone. The person receiving the call has to press any number on their keypad to acknowledge the call. If the alarm does not receive the acknowledgement ‘beep’ within 45 seconds it will move on to the next number.
When you install your SureSafe alarm you record a 6 second message that plays as soon as one of your emergency call numbers answers. This message should tell them who you are, where you are and that you need immediate help.
No the light on the wristband is red when pressed, and the light is green on the pendant when pressed. This is normal and does not indicate a low battery
When programming the alarm, please check that you are doing the following:
- Temporarily unplug any WiFi routers in the house
- Plug the alarm directly into the telephone socket, without any splitters or any other devices plugged into the same socket
- Turn it on and program the numbers as follows:
- Telephone/Star key
- Press #1/2/3 (depending on which number you are programming in)
- Enter phone number e.g. 0121 123 4567
- Telephone/Star key
Listen for a beep after every button press, and the LED to double flash when you press the telephone/star the second time
Please test again.
If this does not resolve things, please email a picture of how the alarm is plugged in to the socket (normally, not on the test mode above), to see if it could be a wiring issue i.e. how it is set up. Send the email to .