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Troubleshooting

  • Problem: Pairing problems between Caregivers and Elders.

    Solutions:

    • Ensure Bluetooth, Wi-Fi or cellular data connectivity for the Caregiver and Elder devices
    • Be sure to verify your Elder’s iPhone® number.
    • Once you have set up your role as a Caregiver or an Elder, the phone number and email address will be assigned to that role and can’t be changed.  If you wish to change roles (i.e. from Caregiver to Elder or Elder to Caregiver), please contact us at https://support.fallcall.com.
  • Problem: My Elder initiated a Call for Help, but I NEVER received any notifications from my Elder or the Central Monitor.

    Solutions:

    • Ensure Bluetooth, Wi-Fi or cellular data connectivity for the Caregiver and Elder devices
    • Ensure that both the iPhone® and Apple Watch® are both powered on and are charged to >20% battery level. 
    • Be sure the Caregiver and Elder devices were paired through the setup process
    • Be sure “Notifications” were turned on either during the setup process OR through the following:
    • Apple settings->FallCall™ Lite->Notifications->turn on “Allow Notifications” and make sure “Show in Notification Center,” “Sounds,” “Badge App Icon,” and “Show on Lock Screen” are all toggled to “On” (colored green).
    • Erase the FallCall Lite apps on both the Caregiver’s and Elder’s iPhones and download again to restart the setup process.
  • Problem: I am not receiving my Elder’s heart rate data.

    Solutions:

    • Be sure the Elder’s Apple Watch® has been appropriately paired with their iPhone® and is functioning
    • Be sure the FallCall™ Lite app has been installed on the Apple Watch through the iPhone Watch app
    • Be sure the Elder is wearing their Apple Watch properly.
    • Be sure the Elder has been wearing their Apple Watch for at least 20 minutes. 
    • Be sure the Elder has allowed FallCall Lite to access to the “Health app” during the setup process and toggled the heart rate switch to “On” (colored green).
  • Problem: I received a Call for Help from my Elder, but I did not receive their location data.

    Solutions:

    • Be sure the Elder has turned on location services either during the setup process OR through the following:
    • Apple settings->FallCall™ Lite->Location->select “While Using the App” OR “Always”
  • Problem: FallCall™ Lite works on Wi-Fi networks but not cellular.

    Solutions:

    • Be sure you have connectivity with a cellular data network
    • Be sure you have an active cellular subscription on iPhone® and Apple Watch® Series 3
    • Be sure you have allowed FallCall Lite to connect to cellular networks via the following:
    • Apple settings->FallCall Lite->Cellular Data, toggle switch to “On” (colored green)
  • Problem: FallCall™ Lite functions normally when I have the app open on my iPhone®, but it doesn’t update when I am outside the app.

    Solutions:

    • Be sure you have connectivity with a Wi-Fi or cellular data network
    • Be sure you have allowed FallCall Lite to refresh in the background via the following:
    • Apple settings->FallCall Lite->Background App Refresh, toggle switch to “On” (colored green)
  • Problem: The FallCall™ Lite icon is not appearing on my Apple Watch. ®

    Solutions:

    • Be sure the Apple Watch is paired with the iPhone and the FallCall Lite has been downloaded and setup properly.
    • Be sure that you have turned on permission to show FallCall Lite on your watch via the following:
    • Watch->FallCall Lite-> “Show App on Apple Watch” switch is turned “On” (colored green)