Medical Alert Systems
Medical Alert Systems

Medication Dispensing Service Product Support

Automated Medication Dispensing Service support

Looking for help with your Lifeline Automated Medication Dispensing Service? Here you'll find instructions and resources for setup, operation, troubleshooting and more.

Shipping and install | Getting started | Troubleshooting | Returns | FAQs

Shipping and install

Order information

Checking your order status

When you place an order online, it can take up to 48 hours for the order to be processed. Call us at any time to check the status of your order.

Cancelling your order

If you need to cancel your order, please call us as soon as possible. If your order has already shipped, it would be subject to a $50 order cancellation fee, and you should follow the return process for the equipment.

Installation

Professional installation by a Philips technician

If you opt for our professional installation service, a Philips Lifeline representative will call you to schedule an in-home installation. The installer will walk you through how to use your Lifeline system and will answer any questions you may have.

Professional installation by a local affiliate

Another option is to have one of our local affiliates install and maintain your Lifeline system for you. Call us to learn about the options in your area.

Getting started with your device

How to set up your medication dispenser

Here’s where you’ll find step-by-step guidance for setting up and using your medication dispenser.

Introduction

Learn where to set up your dispenser and how to connect it.

Organizing medications

Here’s how to plan your medication regimen and dose out your medications.

Loading medication

Once you have your doses ready to go, learn how to load the dispenser. Read how to load medication.

Changing medication

Read how to change medication or review medication already in the dispenser.

Troubleshooting your device

Troubleshooting tools

If you are experiencing a technical issue with your Lifeline Medication Dispensing Service, the information here can help you identify the problem and find a solution.

Depleted battery

Learn how to fix a depleted battery.

Modem error

Learn how to fix a modem error.

Lost medication schedule

If you’ve lost your medication schedule, here’s how to reschedule it. View how to reschedule your machine.

Display messages

Here’s how to interpret messages that may appear on your dispenser’s display screen. 

Machine error: service message

If you’re getting a “machine error: service” message, it could be caused by one of the following three issues.

Product returns

Returns & exchanges

Returns and exchanges at Lifeline are designed to be straightforward and hassle-free. For more information about our policies, please contact Customer Service.

Our satisfaction guarantee

At Philips Lifeline, we’re dedicated to the highest levels of customer care and satisfaction. If you have any issues with your Lifeline system or service, please do not hesitate to let us know. We will be happy to work with you to resolve the issue and preserve your peace of mind.

Return policy

Please call Customer Service at 1-800-635-6156.

Exchanges & replacements

Please call Customer Service at 1-800-635-6156.

Frequently asked questions

Medication Dispensing Service FAQs

If you have a question about your Medication Dispensing Service, you’ll likely find the answer here. The following FAQs address a variety of common questions from Lifeline customers.

Yes. The Lifeline medication dispenser has a rechargeable battery that provides up to 18 hours of backup power during a power outage. If the power has been out for 10 hours and there’s an emergency situation (such as a hurricane or snowstorm) where the power may not be restored for hours or days, please call the Support Center for assistance.

NOTE: If you have a phone system that does not operate during a power outage, the dispenser's automatic monitoring service will be disabled.

 

Yes. Just like Philips Lifeline medical alert services, Philips Medication Dispensing Service is compatible with VOIP. "Non-traditional" phone services, like VOIP and other digital, broadband or internet-based phone services have important differences from "traditional" telephone services.

Keep in mind that some of these services have lower—and often highly variable—reliability and quality of service. Your Philips Medication Dispensing Service depends on the reliability of your phone service. Contact Philips Lifeline for more information.

People typically receive medication assistance from spouses, other family members or visiting nurses. Any of those individuals would be appropriate for loading medications into the dispenser.

No. Because medications are so important, each person in the home should have his or her own Lifeline Medication Dispensing Service to avoid errors with medication.

No. The dispenser should only be loaded with solid medications, however you may use a reminder message to alert you when it is time to take liquid medication.

The dispenser may be taken along. Simply unplug the dispenser and reconnect it in the new location. Then call the Support Center to reactivate the dispenser.

The reminder message will be repeated once a minute. After 90 minutes with no response, the dispenser will consider the dose missed and move the medication cup to the missed dose storage bin.

NOTE: The Philips Lifeline Medication Dispensing Service will stop operating if four doses are missed and the missed dose status is not cleared.