FAQs

You can find more information about our referral program, and get your own unique referral code here [insert link to website]. For a limited time, existing customers can receive free one (1) month subscription for every friend or family member you refer to EbanAlert. New customers can get one month on us on the expiration of their current subscription plan.

The devices are designed to be light and small. The device weighs about xx grams (appx. 1.2 oz) for the tracker and battery The lanyard is approximately xx cm in length and weighs about xx grams The beacon weighs about xx grams

Yes! By default, EbanAlert supports Live tracking, and on-demand tracking and reporting as may be required by users. Once a Live tracking session is initiated, the LED lights on the tracker will be flashing green.

We want to do everything possible within our reach to make sure you have a perfect experience with EbanAlert. If you're having technical difficulties with your device or our app, we'd love the opportunity to fix this and make it right. Please contact our support team with any questions or feedback. Otherwise, if you would still like to cancel, please see below for more info on how our return policy works If purchased on EbanAlert.com.

At EbanAlert.com, we want you to be completely happy with your purchase and offer a 7-day return policy to make sure you have enough time to experience the product and service. If you are not satisfied with your purchase, you may return it by following the guidelines below: EbanAlert.com will accept returns of undamaged or defective products. We will issue a refund for all unused and undamaged products returned within 7 days of purchase. Refunds must be accompanied by the original receipt and will be made in the form of the original payment. All products must be returned in its original packaging and with all accessories to ensure a full credit. Final sale items cannot be returned or exchanged. If purchased through an authorized reseller, your EbanAlert device is subject to the reseller's return policy.

If you are not thrilled for any reason, you may cancel your subscription and request a refund for any unused subscription value if cancelled within 7-days of starting the subscription (unused subscription value is pro-rated based on time remaining on the subscription term). Your subscription will be refunded, if there has been no incurred expense and you have not utilized any of the provided services associated with the plan. If you selected a monthly plan with 12-month commitment, you will be released from the commitment. After this 7-day period, the payment for any subscription plan is nonrefundable. Click on Cancellation Request to initiate your refund process.

EbanAlert Smart Devices are compatible with all GSM 4G LTE-M networks in all regions. By default, it will fall back to 3G/2G when there is no 4G coverage. For individual subscribers who require voice feature, we recommend first checking [insert link to EMnify coverage map] to make sure your primary location (or any other areas where you frequent) is covered by your preferred network. Disclaimer: All network carrier maps are only meant to show general coverage in your area. There is no indication of signal strength, so depending on your surrounding environment - there may still be some issues with communicating with the network. Remember this is only for the EbanAlert smart device and not your actual mobile phone. If you have cellular data & reception on your iOS or Android device, you'll be able to use the EbanAlert app. 

The EbanAlert tracker requires IoT 4G/LTE-M cellular service to properly locate your device and communicate with your smartphone and response management systems. The tracker does not require that your smartphone have internet connectivity service to function (your phone can be connected to device Bluetooth or Wi-Fi or any other network), but the tracker itself needs to secure adequate cellular service to communicate GPS updates to your phone. Without a direct connection to the IoT 4G/LTE-M cellular network, you may experience either a delay in notifications or no notification at all. When using the Find My Device, and SecureConnect features, you may receive a message stating, "We're having difficulty connecting to your Device. Please try again later." This means that the tracker is in a location that doesn't have an adequate connection to the IoT 4G/LTE-M cellular network, and therefore can't receive or respond to queries for an updated location. This is hardly the case as the device optimizes on signal quality and uses up to 4 location technologies: GPS, BLE, WiFi, LBS

EbanAlert smart devices are available commercially. Please check our secured online shops, or partner websites to purchase your device. If you are in any of the operational zones, you may purchase a device from an outlet store closest to you.

The EbanConnect™ app is available for iPhone (running version 14.0 or later) and Android (running version 8.0 or later) smartphones, including Huawei. It can also be accessed via a web portal.

Average life per battery will depend on several factors, including how much time you on your daily routines or travel. Our innovative connectivity solution minimizes on battery consumption regardless of the signal strength and coverage in your area.

Make sure your device is powered on, and connected via the established direct device connection, or WIFI or Bluetooth on your phone or Beacon, and the blue LED indicator light is flashing. If it has been a long time since the last data sync, it will take a bit longer to upload all of your activity data from your device to the server. Leave the app running in the background and check in a few minutes. If it still isn’t syncing, quit the app and reopen it. 

The EbanAlert Device tracks every activity (e.g., movement) accurately in any orientation, if it is attached to you, or on any third-party accessory that is directly attached to your person. For effectiveness and accuracy of tracking and response, the device must be always with you and/or on you.

EbanAlert™ uses the most advanced artificial intelligence in precision healthcare to translate high-fidelity data into actionable health insights. We deliver individual parent decision support by processing, calibrating, and analyzing data in the cloud over a 24-hour period. As a result of this intensive processing and analytics, health metrics will appear for the previous day’s insights, characterizing daily changes.

EbanAlert leverages on its own connectivity plan (insert here / EMnify) to provide you the highest coverage and fastest response. Your subscription plan takes care of the cellular connectivity, so you can keep on enjoying our guarantees services without any interruptions. Note that an active subscription plan is required in order to use the device.

Yes. In addition, the EbanAlert™ Smart device can connect via Bluetooth.

The EbanAlert™ Smart Device has a waterproof rating of IP67, which means the device can be protected for up to 1m of immersion for up to 30 minutes at a time, including splashing from a shower or an accidental (and brief) dunking. We always recommend rinsing and drying the tracker thoroughly before placing it on the charger.

Yes. The devices can vibrate and make vibration noise. Vibration mode and intensity is customizable by the end user per their own needs.

Yes, EbanAlert™ is currently available in multiple countries. But additional support services may be limiting depending on the specific territory. At the point of purchase, review and select your primary region to ensure compatibility with existing infrastructure. We continue to expand reach to new countries every time. See the operational footprint map.

In the EbanAlert™ mobile app, tap on the Settings tab at the bottom right corner, then tap My Subscriptions. Tap “Cancel” to the right of the plan you’d like to cancel and follow the prompts to complete the cancellation.

We offer a 7-day risk free policy. We want to do everything possible within our reach to make sure you have a perfect experience with EbanAlert. If you're having technical difficulties with your device or our app, we'd love the opportunity to fix this and make it right. Please contact our support team with any questions or feedback. Otherwise, if you would still like to cancel, please see below for more info on how our return policy works If purchased on EbanAlert.com

When you set up your EbanAlert smart device, you can only assign one device per person. You will need to purchase an additional EbanAlert smart device and subscription for each additional person or household member. All household members may be linked to a primary account holder at any time, during and/or after purchasing a subscription.

If you’re already subscribed to a plan, you can choose the “Already have plan” option during check-out to purchase a device only, and then activate it as a replacement in the app.

EbanAlert smart devices possess a series of sensors, including a three-axis accelerometer. It senses how much you are moving up to 50 times per second. That data is used to create an algorithm that accurately calculates a distance estimate.

EbanAlert smart devices possess a series of sensors, including a three-axis accelerometer used to determine the speed and travel distance of the device holder. The device learns from your everyday behavior, and over time uses the data to understand your activities, schedules and predicts scenarios to support your decision making to ensure your safety and security. With embedded sensors, behavior detection algorithms and integrated security intelligence platforms, we are able to predict and support personalized decision options.

It can last up to 20 days on a single charge. The app and device will notify you when your battery is low. We strongly recommend charging once it hits 25% to ensure uninterrupted communication to the servers and response teams (where applicable). You can also customize the low battery notifications in the app settings. Simply connect the USB charger or drop in the cradle to charge the device. It will take approximately 90 minutes to achieve full charge capacity.

Depending on the tracking mode. Live Tracking Mode (1) Both GSM and GPS chip are always working, Battery can last 18~24 hours. Smart Power Saving Mode (2) (default working mode) GPS chip is off when there is no movement or no phone usage/alarm/SMS. Battery life is not wasted when the device isn't moving. GSM/GPRS chip is always working to receives calls, SMS and transmits location. The GPS chip is activated by motion, incoming calls and SMS. Under normal use, battery can last 3 ~ 7 days. Deep Sleeping Mode (3) Both GSM and GPS chip will be off to save power, the device is unable to receive calls or SMS. It can be only activated by movement. Once movement is detected, it will run for the set time and sleep again if no movement is detected. Battery can last 40 days if no movement at all.

Every purchased EbanAlert device comes with an internal Lithium-ion rechargeable battery. In normal use, should fully charge in 2 hours. An orange light will appear when your Device is placed on the charger, and that light will turn green once the device has fully charged.

When your EbanAlert smart device is not connected to WiFi, it is regularly checking in with GPS satellites and sending the GPS coordinates to our server using cellular. This type of communication requires more battery power than when your EbanAlert smart device is sending and receiving data in WiFi. The Location Alert Frequency is defaulted to every 6 minutes and performs this scan when your EbanAlert smart device is not connected to WiFi. These GPS check-ins occur in the background and are always checking to see where your device’s GPS coordinates is. The Location Alert Frequency interval is completely different from the tracking interval. The tracking interval is customizable; when you tap on the Find My Device button you will receive an instantaneous updated location showing the current location of your device.

To extend battery life for your device, there are several options to customize how frequently the EbanAlert smart device should connect with the servers. Setting your Location Alert Frequency to every 15 or 30 minutes may lengthen your EbanAlert smart device's battery life because of the longer time interval between when the EbanAlert device will be waking up to check and send the device's GPS coordinates. Also note that, setting a longer interval may result in slight delays when you receive any GPS specific notifications or alerts. For this reason, we strongly recommend keeping a shorter time when in travel and out of your comfort zone.

You may want the EbanAlert smart device to wake up and send the GPS coordinates to the server more frequently when not connected to WIFI or when you are out of your safest zone. Note that because the device is waking up so frequently to check-in, it may impact your overall battery life. You may need to start charging your EbanAlert smart device every night when you are home to ensure that battery power is optimized and always retained.

• Tap on xx in the bottom bar at the bottom of the screen. If you have more than one assigned device, you can switch from the dropdown list at the top of the screen
• Once you have selected the XX icon and are on the user screen, scroll down to the batter & device section.
• You will see battery details and Location Alert Frequency
• When you tap into the Location Alert Frequency, you’ll see this screen

You can change your EbanAlert™ subscription plan at any time by accessing your account settings menu in the app. Please contact our Support team by chat or phone between the hours of 8:00am - 5:00pm UTC Monday - Friday and 8:00am - 3:30pm UTC on weekends and we will be happy to assist you with changing your subscription. Kindly refer to the EbanAlert website for area and country specific time availability.

Invite your family and friends to the EbanAlert app. By sharing your device on the EbanAlert app with confidants, trusted family members, friends, and caretakers, they all enjoy the same experience of managing your loved one’s location and activity through the app once they accept and join. There is no additional cost to adding family members to your device family or network. We always want to ensure everyone responsible for keeping you and your loved ones safe and secured can do so in comfort and with ease.

Family members and confidants can access and use the app in many ways as you do albeit with few limited restrictions. Some of actions they can take include the following:

• Tracking your EbanAlert smart device
• Receiving tracking notifications (SMS, +push)
• Adding safe locations (Important: users in your family or network cannot delete each other’s marked safe locations).
  • Insert 2 step process on how to mark safe locations
    • Tap the XXX icon to go to the XX Tab
    • Under the Family section, tap Share link, and indicate duration, etc.

The device detects some falls and automatically dispatches a “fall alarm”. When a fall is sensed the device will voice prompt the message “fall alert has been activated, click SOS button to stop”. Press the SOS button if it is a false alarm. This message sounds 3 times before dispatching the alarm. Depending on the force of a fall and the fall sensitivity setting, you may experience false alarms and some falls may be not detected. We cannot guarantee the device will detect all types of falls and may not detect a fall at all. We recommend you test the fall detection sensitivity by dropping the device from a height of at least 1 meter onto any medium-hard surface. If the conditions or sensitivity is not realized (e.g., minor fall that is not impactful or of low impact), the device holder is able to immediately activate and initiate an SOS call.

For the device to automatically activate fall detection (man down) and no movement, the device requires:

• A meter or greater unexpected drop in altitude
• Changes in the angle or tilt position of the device e.g., falling backward, tripping.
• A fall or impact that is likely to cause serious injury.

Where the conditions or sensitivity is realized, the device automatically initiates an emergency SOS process and sends SMS alerts to the MERS control room, and concurrently to all emergency nominated contacts. If device doesn’t sense movement during a defined period, it also sends out emergency alerts appropriately.

When setting up your emergency contacts, you can choose if each contact will receive text message only (with GPS location) or if the device should also make a phone call to that number. Because of the complication of voice mail boxes, we generally suggest for the device not to dial out but send the SMS messages (e.g., I’m in an Emergency Situation, Please Help Me”). This will free the device up to allow any one of the emergency contacts to immediately call into the device, quickly placing them in voice contact with the user. For more details see the section on “The Call Out Procedure”.