HomeSafe with AutoAlert support

Looking for help with your Lifeline HomeSafe with AutoAlert medical alert system? 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

Shipping with self-installation

HomeSafe 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 HomeSafe with AutoAlert

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

Standard phone service

To connect your Communicator through your home phone line, all you need is a power outlet and a phone jack. If you want to keep a phone connected too, it’s easy to do but not required. 

Quick setup guide* (pdf)

Cellular service

The Lifeline wireless communicator, powered by AT&T is easy to set up. All you do is plug your Communicator’s power cord into a wall outlet, and your system’s ready to go.

Quick setup guide* (pdf)

AutoAlert fall detection

Our AutoAlert fall detection, which comes with HomeSafe with AutoAlert, uses a specific help button. This guide includes information on use and maintenance.

AutoAlert help button guide (pdf)

Connecting your Lifeline medical alert service

Your communicator 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, your communicator must be properly set up, and the coverage range of your Help Button must be determined for your Lifeline Service. 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.

NOTE: In order for the Lifeline Service to work properly, you will need access to a working power outlet (not controlled by a wall switch).

Connecting your Lifeline service

  1. Press the flashing orange MESSAGE button located on the top of your Home Communicator when you are ready to continue.
  2. Press the GRAY personal help button on your necklace or wristband as you go from room to room. A flashing light on your HELP button indicates you have coverage in that room.
  3. Press the flashing orange MESSAGE button located on the top of your Home Communicator when you are ready to continue.
  4. Press the GRAY personal help button on your necklace or wristband to initiate your first call to Lifeline. A trained Philips Lifeline Associate will answer the call to welcome you and answer any questions you might have.

Signal range test

You should conduct a Signal Range Test during the initial installation, if you move to a new home, and even if you ever move your Home Communicator to a different location within your home.

  1. Make sure that your Home Communicator is ON and that you have your Personal Help Button in hand.
  2. PRESS and HOLD DOWN the Message button.
  3. The Home Communicator will beep and announce: “Continue to hold the Message button for AutoLearn. When you are ready for Range Test, please release the Message button.”

  4. Release the Message button.
  5. The Home Communicator will announce: “Please press the flashing orange Message button after you have completed the range test. Begin Signal Range Test.

  6. Press your Personal Help Button.
  7. The Home Communicator will beep and the light on your Personal Help Button will flash green to indicate that the Home Communicator has received the signal.

Troubleshooting

If you’re experiencing a technical issue with your Lifeline medical alert system, the information here can help you identify the problem and find a solution.

Select an issue

Why does my unit have poor voice quality?

My Lifeline is connected, but is not working.

Why is my Communicator not receiving power?

What do the Communicator’s lights and reset message indicate?

How to conduct a range test with your Lifeline Personal Help Button

Programming your replacement Lifeline Personal Help Button

Returns & exchanges

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

Find fast answers to common questions about the HomeSafe with AutoAlert medical alert system.

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 install your in-home communicator, 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 HomeSafe with AutoAlert system yourself if you prefer. Our easy-to-follow instruction packet and dedicated telephone support representatives will provide any assistance you need.

You can set up the in-home communicator in your new space yourself or have our professional installation service take care of it for you. Just make sure you let us know a few weeks prior to your move so we can update your profile and make sure your Lifeline service is transferred. 

HomeSafe with AutoAlert 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 HomeSafe with AutoAlert help button. It will connect you to a Response Associate who can answer any question you have—even if it’s not an emergency.

Your HomeSafe with AutoAlert communicator contains a highly sensitive speaker and microphone to make sure you and the Response Associate can hear each other even if you’re not near the communicator. But if you can’t hear it or answer the call, we’ll immediately follow up according to the instructions in your profile.

Typically you can be in another room or on a different floor of your home. We’ll instruct you how to test your help button’s range to see if it works outside on your porch, in your garden, or elsewhere around your home.

We encourage you to press your help button, worn as either a pendant or wristband, once a month to ensure that the Lifeline system is working properly.