General Questions
What is ReassureLine?
ReassureLine provides personal alarms and telecare solutions designed to keep you or your loved ones safe at home and beyond.
Our products — from pendant alarms to advanced fall detectors — are linked to our 24/7 monitoring centre, ensuring that help is always within reach.
Who can use ReassureLine devices?
Anyone who values safety, independence, or peace of mind can benefit from our devices.
Our products are most popular with:
Older adults living independently
People with medical conditions or mobility challenges
Carers or families who want reassurance for loved ones
Do I need Wi-Fi or the internet to use it?
Most of our devices connect via landline or GSM (mobile network) — so you don’t need Wi-Fi.
However, certain smart devices like trackers may use Wi-Fi or GPS for enhanced functionality.
Is my personal data secure?
Absolutely. We follow strict UK data protection and GDPR standards.
All information is encrypted, securely stored, and only used to provide the safety monitoring service.
Setup & Installation
How do I install my ReassureLine alarm?
Installation is simple and takes just a few minutes:
Plug the alarm base unit into a power socket.
Connect it to your phone line or mobile network.
Press the alarm button to test the connection.
If you prefer, our professional team can assist you with setup — either remotely or through an in-home visit.
Do I need any special tools or technical knowledge?
Not at all. All devices are plug-and-play and come with a detailed setup guide.
If you can plug in a phone, you can install a ReassureLine alarm.
Can I move my alarm if I relocate or go on holiday?
Yes! Most devices are portable. Simply unplug, take them with you, and reconnect them at your new location.
For GSM models, make sure you’re in an area with good mobile coverage.
Using Your Device
How does the pendant alarm work?
When you press the pendant button, it sends a signal to your base unit, which automatically connects to our 24/7 monitoring centre.
An operator speaks to you through the loudspeaker to assess your situation and dispatch help if needed.
What if I press the button by mistake?
Don’t worry — it happens!
Just tell our operator that you’re fine. There’s no penalty or fee for false alarms.
We’d rather you test it often than hesitate in a real emergency.
Will my alarm work outside my house?
Yes, if you have a GSM or GPS model, your alarm will work anywhere with mobile coverage.
For landline-based systems, the range usually extends to your garden or driveway.
Can I wear my pendant in the shower?
Yes — most of our pendants are water-resistant and safe for use in the bath or shower, where slips are more likely to happen.
Maintenance & Troubleshooting
How often should I test my alarm?
We recommend testing it once a week to make sure it’s working correctly.
Simply press your pendant and let our monitoring team know you’re performing a test.
What if the device stops working or the light turns red?
Check the following:
Ensure the unit is plugged in and powered.
Confirm that your phone line or mobile signal is active.
Try pressing the test button again.
If it still doesn’t work, contact our support team at [support@reassureline.com] or call our helpline for assistance.
Do I need to replace the batteries?
Some pendants use long-life batteries (up to 5 years), while others are rechargeable.
We’ll notify you when it’s time for a replacement or send you a new device if needed.
What if my equipment is damaged or lost?
Accidents happen. If your device is lost or damaged, contact us and we’ll arrange a replacement — in most cases, within 48 hours.
Payments, Plans & VAT
Are there any ongoing fees?
Yes — monitoring plans are subscription-based.
You’ll pay a small monthly or annual fee that covers 24/7 monitoring, maintenance, and technical support.
You can cancel anytime.
Can I pay including or excluding VAT?
Yes. Many of our customers qualify for VAT exemption due to medical conditions or disabilities.
You’ll be able to choose whether to pay with or without VAT during checkout.
How do I know if I qualify for VAT exemption?
If you have a chronic illness or disability and are buying the device for personal use, you likely qualify.
We’ll guide you through the simple self-declaration process during checkout.
Returns, Warranty & Support
What is your return policy?
We offer a 30-day return policy.
If you’re not satisfied, simply return the product in its original packaging for a refund (terms apply).
Is there a warranty on the devices?
Yes, all products come with a minimum 12-month warranty covering manufacturing faults and technical defects.
Extended coverage is available through our protection plans.
What support do you offer after purchase?
Our friendly support team is available 7 days a week via phone, chat, and email.
We’ll help you with troubleshooting, maintenance, or upgrades — at no additional cost.
Family & Carer Support
Can family members be notified in an emergency?
Yes. You can nominate family, friends, or carers to be contacted in emergencies — alongside our professional response team.
Can multiple people receive alerts?
Absolutely. You can list several emergency contacts.
Our system will call them in your chosen order until someone confirms they’re responding.
Can carers monitor activity remotely?
Yes — some of our advanced systems include apps or web dashboards that allow carers to check on daily activity, movement, or device status.
Need More Help?
We’re here to make sure you feel confident and supported every step of the way.
If your question isn’t listed here, our support team will be happy to assist.
Call our Support Team: 07349 024 563
Email: support@reassureline.com
Live Chat: Available 9AM – 6PM, Monday to Saturday
Address: 110 Bilton Road, Rugby, CV22 7AT England, UK
