FAQs

Q: What is the Green Light that lights up on the back of the CareWatch?

A: The green light indicates one of the sensors is taking a reading.


Q: What does the side button do?

A: The side button is used to initiate an SOS call in the event of an emergency. Press down the side button for 3-5 seconds to initiate the SOS call to our emergency response center.

 

Q: Will the CareWatch work when I travel?

A: Yes, the watch will work wherever Verizon cellular service is available.

 

Q: Does the Wearer of the CareWatch need to have a smartphone?

A: No, the CareWatch has a built-in SIM that communicates directly with cellular towers to transfer data to the OneCare Guardian App. However, someone (family or friend) needs to have a smartphone to be able to download the OneCare Guardian app to receive messages if the Wearer has a fall or activates an SOS message. The app also controls the settings of the feature sets on the watch. In the event that the Wearer has the app themselves, they would need a smartphone to download the app so that they could input SOS contacts to receive the Fall Detection and SOS messages.


Q: Do I have to have someone else download the OneCare Guardian App?

A: It is not required, in the event that the Wearer has the app themselves, they would need a smartphone to download the app so that they can see your data and input SOS contacts to receive the Fall Detection and SOS messages.

 

Q: Is the CareWatch waterproof?

A: Yes, the CareWatch is waterproof up to 3 meters deep for 20 minutes. Feel free to take a shower, bath, or wash your hands while wearing the CareWatch, but be aware of swimming with it deeper than 3 meters.


Q: Will sunscreen hurt the CareWatch or affect the vitals gathered?

A: No, just be sure sunscreen is rubbed into the skin as the back of the watch must have a good connection with the Wearer’s skin.

 

Q: Can I change the CareWatch band?

A: Yes, the quick release mechanism allows you to take off the watch band with ease. Any 3rd party 20mm band will fit on the watch.

 

Q: Can I make the screen brighter?

A: Quick press the side button to activate the backlight. Unfortunately, there is not a way to make the backlight brighter.


Q: Can I wear my CareWatch over my shirt?

A: No, the back of the watch must have a good connection with the Wearer's skin.

 

Q: Does very hot or very cold temperatures affect the function of the CareWatch?

A: No, temperature should not affect the watch functions.

 


Q: Why did my CareWatch report heart rate while not on my wrist?

A: Infrequently, the watch and inside sensors will continue to function as specified in settings even if it is not on the wrist. Remember the watch is designed to be worn at all times, other than when being charged. This is normal and will not affect normal function when the watch is being worn.

 

Q: My CareWatch recorded an unrealistically high heart rate?

A: Make sure the watch is firmly strapped to the wrist to ensure a good connection between your skin and the watch. 

 

Q: Why did it record sleep time while it was on the charger/not being worn?

A: If you place the CareWatch on the charger within the set sleep time, it will think that you are sleeping because the watch is not moving. Even though you take off the watch, the sensors will still function.


Q: Why did my SOS activate by itself?

A: If an SOS is activated accidentally or on its own you have 15 seconds to firmly press and hold the watch screen to cancel the SOS call. If you are unable to cancel the SOS in 15 seconds, the SOS call will go out to our emergency response team, who can then cancel once confirming you’re okay.

 

Q: How do I practice an SOS?

A: Hold down the side button until SOS is activated, a red “SOS” will be flashing on the screen accompanied by a vibration to indicate activation. Confirm SOS contacts and anyone you have shared the app with, receives the SOS SMS text message that was sent to their phone. Then instruct them to select the link at the bottom of the text to bring up the exact location of the CareWatch on their phone’s Maps application.

 

Q: How do I cancel an SOS?

A: To cancel the SOS on the CareWatch, firmly press and hold the watch screen for 3-5 seconds. 

 

Q: Why did my Fall Detection Activate when I did not fall?

A: Our Fall Detection algorithms are designed to err on the side of not missing a fall. There are two sensitivity options, TYPICAL for the standard user and ACTIVE for a very active user that wants to experience fewer false falls on the watch. If Fall Detection is activated but you have not actually fallen, you have 60 seconds to quickly press the side button to cancel the Fall and stop the SOS messages from going off. If you are unable to cancel the Fall in 60 seconds the screen will change to the SOS screen and you will have to long press and double tap to cancel.

 

Q: What do I do if my CareWatch Screen goes black?

A: A majority of the time when the screen goes black it simply means the watch has run out of battery. Put the CareWatch on the charger and wait for the screen to turn on.

 

Q: What do I do if the battery is not charging, it died and will not turn back on?

A: The CareWatch is designed to be worn all the time, infrequently residue builds up on the back of the watch preventing a good connection to the charger. Try cleaning the charger and back of the watch with a damp towel, giving time to dry, and placing back on the charger. If this does not resolve your problem, please contact Customer Service. (Getting Started and Troubleshooting PP slides)

 

Q: What do I do if my CareWatch face freezes?

A: When the watch face is frozen the only option is to wait until it runs out of battery. Once dead, the watch face should go black and then you can place the watch back on the charger. If time has been given to allow the watch to die and the watch face is still frozen, please contact Customer Service.

 

Q: I do not believe my battery is lasting as long as it should be?

A: Battery life is dependent on several settings. 1) Update frequency and feature interval time, if you want your battery to last longer you will need to increase the amount of time between update frequencies and feature recording intervals. 2) Using Wi-Fi requires less battery to transfer data, you can have up to 3 different saved Wi-Fi networks. When you walk into a saved wi-fi network your CareWatch will automatically connect during the next update frequency. For feature sets that have Start and Stop times, the longer the time period the feature is active, the more battery that will be used. Making those time periods shorter will give you longer battery life. 3) For feature sets that have Start and Stop times, the longer the time period the feature is active, the more battery that will be used. Making those time periods shorter will give you longer battery life. 4) Turning off features that you do not use, such as Sedentary Reminder and Geo-fencing. Each feature uses battery to function, disabling features that you are not using will give you longer battery life.


Q: Does the CareWatch connect to wi-fi, or only use cellular?

A: Yes, you can have up to 5 different saved Wi-Fi networks set for the CareWatch. It is recommended that you set up a wi-fi network to preserve battery life.  Once a wi-fi network is set up your CareWatch, when you walk into a saved wi-fi network your CareWatch will automatically connect during the next update frequency.  On the face of the watch, the cell signal symbol will change to a wi-fi symbol (upward arching bars). For example, save wi-fi networks for home, the office, and your favorite coffee shop for maximum battery life.