Troubleshooting

At ReAssureLine, we understand how important it is for your telecare device to work reliably — every time.
If you’re experiencing any issues with your alarm, tracker, or monitoring system, don’t worry.
This page will help you identify and resolve common problems quickly, so you or your loved one can stay safe and connected.

1. Device Not Powering On

Possible Causes:

• The battery may be low or incorrectly inserted.

• The device’s charging cable or docking station might not be connected properly.

How to Fix:

• Ensure the power adapter is firmly plugged into a working socket.

• Place the device securely in its charging base until the indicator light turns on.

• If using batteries, replace them with fresh ones and reinsert properly.

If your device still doesn’t turn on, contact our support team for assistance.

2. Alarm Not Connecting or No Signal

Possible Causes:

• Weak mobile or Wi-Fi signal in your area.

• SIM card not inserted properly (for GPS or mobile-enabled devices).

• Device needs to be reset.

How to Fix:

• Move the device to an area with better signal coverage.

• Check that your SIM card is active and inserted correctly.

• Turn off the device for 30 seconds, then restart it.

Still having trouble? Our support team can run a remote diagnostic to identify the issue.

3. No Sound or Voice Feedback

Possible Causes:

• Volume may be set too low.

• Speaker could be blocked by debris or dust.

• Hardware fault.

How to Fix:

• Check your device’s volume setting and increase it to an audible level.

• Clean around the speaker area gently with a soft, dry cloth.

• If the problem persists, please contact ReassureLine for repair or replacement options.

4. Alarm Triggered by Mistake

What to Do:
Don’t worry — false alarms can happen.
Simply inform the response operator that you are safe and that it was an accidental press.
Our team will reset the system and confirm that your device is functioning correctly.

Tip:
If accidental triggers happen often, consider wearing the pendant on your wrist or adjusting the sensitivity settings.

5. Device Not Charging Properly

Possible Causes:

• Faulty charging cable or dock.

• Dust or dirt on the charging pins.

• Battery may be worn out over time.

How to Fix:

• Try a different power outlet or adapter.

• Clean charging contacts with a soft, dry cloth.

• If your device is over 2 years old, contact us for a replacement battery or device upgrade.

6. GPS Tracker Not Updating Location

Possible Causes:

• Weak GPS signal indoors or underground.

• SIM data not active.

• Device not synced properly.

How to Fix:

• Move outdoors for a few minutes to allow GPS to reconnect.

• Check SIM data balance and network signal.

• Restart the device to refresh tracking data.

7. Monitoring Centre Not Responding

Possible Causes:

• Temporary network or server delay.

• Line connection issues.

How to Fix:

• Wait a few minutes and test again.

• Check your home’s broadband or landline connection.

• If the issue persists, call our support helpline directly.

Need More Help?

Our friendly UK-based support team is available 24/7 to assist you with any issue, big or small.
We can guide you through troubleshooting over the phone, or arrange a replacement device if necessary.

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