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Lifeline Billing Support

At Lifeline, our goal is to make independent living easy and affordable for seniors and their caregivers. If you have a question about billing or payments, you may be able to find the answer here.

What does my monthly Lifeline invoice cover?

Your invoice outlines the monthly charge for the Lifeline medical alert service and rental of equipment, as well as any applicable state taxes.

Why am I being charged sales tax?

In some states, Lifeline is obligated to charge you tax on any applicable rental or service. This is why your current charges are separated by the monitoring and equipment rental charge.

Why is my last payment not reflected in the balance?

Please allow up to seven days from the date you mailed your payment for it to be posted. Credit card payments or automatic withdrawal from your bank account can help eliminate delays.

Why am I being charged an invoice fee?

This nominal fee helps offset a portion of the costs associated with printing and mailing paper invoices, and processing paper checks. We encourage you to switch
 to Auto Pay to avoid this fee. 

How do I sign up for Auto Pay automatic payments?

Please fill out the direct debit form and mail it back to us. Please note that it may take up to one billing cycle for us to process your request. Once Auto Pay has been set up, you will stop receiving invoices.

Will I receive a paper statement in the mail verifying that I signed up for Auto Pay?

No, we will not send out verification. But once the first payment is processed (which could take up to one billing cycle), you will stop getting paper invoices and begin having your payment automatically withdrawn/charged every month.

Will I continue to receive a monthly statement confirming that the Lifeline Service has been paid?

No. Once you have fully converted from paying by check to Auto Pay, you can confirm your payments to Philips Lifeline by reviewing your monthly credit card or bank statement.

If I’m enrolled in Auto Pay, can I view my transaction history on the Lifeline website?

No. At this time you are not able to view your transaction history on the Lifetime website.

On which day will my payments be deducted?

Philips Lifeline will auto-withdraw each month on your existing bill date. The actual date it hits your credit card statement or applicable bank account is dependent upon your institution’s rules and practices.

If I need to cancel the Lifeline Service, will you also stop my automatic payments?

Once the service is canceled, your automatic payments will stop immediately. Please note that if we receive a signal from your Lifeline equipment after you have notified us to cancel, your services will be reactivated and your applicable Auto Pay deduction will resume on the same monthly bill cycle.

Can I use my own online banking as a method of automatic payment to pay for the Lifeline Service?

Yes. However, this method of payment still requires us to generate and mail an invoice, which will prompt an invoice fee.

How do I get a copy of an invoice or a printout of my account history?

Please use the Contact us form select ‘Billing,’ and you will hear back from one of our specialists within 1-2 business days.

Why was my credit/debit card declined?

For security purposes, we are not informed why a card is declined. Some common reasons for a card being declined include insufficient funds or mistakes in the card number or expiration date. Talk to your bank or credit card company for more information and then let us know when the issue is resolved.

Can my billing date be changed to better meet my needs?

Unfortunately, we’re unable to change your billing date because the coverage period is based on this date. Making a change will cause duplicate charges for the same period.

When is my payment due?

Payment is due upon receipt of the invoice.

On the Go Pendant Consumer Return Policy

On the Go pendant(s) purchased by the consumer may be returned within 30 days of the original date of purchase for any reason provided that:

  1. The pendant is returned in un-worn, "like new" condition*, in the original packaging, complete with all product literature and accessories (chargers, …etc.), and,
  2. Prior to return, the purchaser calls Lifeline to obtain a return authorization and specific packaging instructions for the device designed prevent damage and accidental activation in-transit.

Credit for returns not meeting the above criteria may be denied in whole or subject to a restocking charge of up to $50. 

*Determination at the sole discretion of Lifeline.

HomeSafe & GoSafe Questions
HomeSafe & On the Go

For billing questions about the HomeSafe and On the Go medical alert service, please call 1-800-635-6156, contact us by email, or chat live now.

Medication Dispensing Questions
Medication Dispensing

For billing questions about our Medication Dispensing Service, please call 1-888-632-3261contact us by email, or chat live now.