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GoSafe 2 Product Support

GoSafe 2 support

Looking for help with your Lifeline GoSafe 2 medical alert system? Here you'll find instructions and resources for setup, operation, troubleshooting and more.

Shipping and install | Getting started | 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.


Shipping with self-installation

GoSafe 2 can be shipped directly to your home for you to install yourself. Follow the directions in the instruction packed included, or call us for assistance.

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

A third 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 connect GoSafe 2

Find your connection service below to see illustrated connection diagrams, photos and an instructional pdf.

Cellular service

The button will use the AT&T cellular network to place a help call when a fall is detected, inside and outside of your home.

Quick setup guide* (pdf)

Setting up your GoSafe 2 system

In two easy steps, setup your GoSafe 2 personal alert system to experience 24/7, fast access to the Philips Lifeline Response Center, whenever and wherever you need it.

Connecting your Lifeline medical alert service

Your pendant connects to Lifeline using a wireless network, so no phone line or additional wireless equipment is required. New customers should set up the Lifeline Service using the Quick Setup Guide included with the product, and should refer to the User Manual for important information.

Before you can use your system, first ensure the button is charged and a connection has been established with Lifeline Response Center. The pendant must have sufficient cellular signal available to complete this call and to work reliably inside the home. Please see the Quick Setup Guide for instructions on how to set up your system and test the coverage range of your Help Button or follow the steps outlined below. If you have any questions, please contact Philips Lifeline or your representative.

Connecting your Lifeline service

  1. Press the help button on your GoSafe 2 mobile pendant once and follow the voice prompts when you are ready to move onto the next step.
  2. Plug the charger power cord into a power outlet; place the pendant around your neck and attach charger to the pendant.
  3. Remove your GoSafe 2 mobile pendant from the charger when prompted in order to proceed with setup.
  4. Press the help button on the pendant and wait until the first call to Lifeline is connected. This may take approximately one minute.
  5. Once complete, finish charging your pendant until the indicator light flashes steady green. This typically takes less than 45 minutes.

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.

GoSafe consumer warranty

Download the GoSafe Consumer Warranty (PDF)

GoSafe pendant consumer return policy

GoSafe 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 Philips 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 Philips.

Frequently asked questions

GoSafe 2 FAQs

If you have a question about your GoSafe 2 medical alert system, you’ll likely find the answer here. The following FAQs address a variety of common questions from Lifeline customers.

HomeSafe Standard, our most basic Lifeline service, starts at just $29.95 per month. For service that includes AutoAlert fall detection technology, HomeSafe with AutoAlert starts at $44.95 and GoSafe starts at $54.95. Your total cost will depend on any additional services you might require.


If you select professional installation service, a Lifeline home service representative will schedule an appointment with you to setup and test your help button and answer any questions you may have. The visit usually takes less than an hour.

You can also set up your GoSafe 2 system yourself if you prefer. Our easy-to-follow instruction packet and dedicated telephone support representatives will provide any assistance you need.

GoSafe 2 is designed to be easy to use. If you choose professional installation, the installer will carefully explain the medical alert system so everyone understands how it works. You may also refer to the User Manual.

If you need help later, simply press your GoSafe 2 mobile help button. It will connect you to a Response Associate who can answer any question you have—even if it’s not an emergency.

GoSafe 2 works on the AT&T cellular network throughout the continental United States.

No. All help and test calls to our Response Center are through a toll-free number.