General Questions

General Questions

1. What do I do if I receive a Panic/Help or  Timer Alarm message?
2. What do I do if I receive an SMS or e-mail informing me that I have been added as a contact?
3. What information should I record as my Personal Details message?
4. What information should I record as my Panic/Help or Timer Alarm message?
5. What should I do before adding a contact to my Contact List?
6. Who will be able to locate me?
7. What are the phone numbers for Panic/Help, IamOK and Timer/IVR service?
8. How do I activate or cancel my Location Based Service?

Answers

1. What do I do if I receive a Panic/Help or Timer Alarm message?

Firstly do not PANIC  - it may simply be that alarm has been activated by mistake or that the user forgot to cancel the Timer. 

Although MobileSOS will also send information about the alarm via SMS and  and e-mail to you, we suggest that you also record (write down) the voice message.

Ring the number and see if you can make contact

Try alternative contact numbers (e.g. work or friends) to see if you can make contact or to find out what they know .

If you cannot make contact and think that the situation is serious then Phone the POLICE - tell them what happened and give the location details contained in the text or e-mail. They may know about the incident already.

Only then take the actions that you have agreed previously with the person who made the alarm call. 

Note: Location details may not always be available or precise.  

2. What do I do if I receive a SMS or e-mail informing me that I have been added as a contact?

If you do not know who added you to their list and do not wish to be on their list – call our support line or e-mail  support@mobilesos.co.uk   we will then remove you from their  list and inform them.

If you do know who added you to their list but do not wish to be contacted – call the person who added you, and ask them to explain what they want you to do or to remove you from their list.

3. What information should I record as my Personal Details message?

MobileSOS generates a default Personal Details message using your name.  You can listen to this message by accessing the MobileSOS IVR (Interactive Voice Response) customer service system  or by log-on to your account (www.mobilesos.co.uk) and clicking on My Details.  – Click on  “Listen” icon  next to the Personal Details message.

Should you wish to change the message we recommend that you record the following information as part of the Personal Details message

• Your name
• And any other medical important information

MobileSOS will add a preamble to the Personal Details message to inform the receiver of  the type of  message that follows. 

4. What information should I record as my  Alarm message

MobileSOS generates a default alarm message to advise the receiver on "what to do".  You can listen  and change this message by 

• calling MobileSOS IVR  customer services system 
• log-on to your account (www.mobilesos.co.uk) and clicking on  My Messages.  – click on  “LISTEN”   next to the relevant message, or click on the "SPEAKER" icon  on "My Account"  page
• or by sending an  SMS to the SMS server  (see SMS functionality)

5. What should I do before adding  a contact to my Contact List?

Make sure that you have spoken to your contact and that they have agreed  to be added to your Contact List

You will need to supply the following  details  when adding a new contact:

Contact name, telephone number and e-mail address (optional).

Make sure that you have their correct  details as MobileSOS cannot be held responsible for you entering the wrong details. 

6. Who will be able to locate me?

Your location can only be requested by you and will only be sent along with your message via voice, SMS and e-mail to your list of trusted contacts when you use a MobileSOS service.

You activate the location request when you use the Panic, Timer or the I'mOK services. 

Note: Location details may not always be available or precise. 

7. What are the phone numbers for Panic/Help, I'mOK and Timer/IVR services?

Panic/Help service        - 020 7107 9777 (will be billed £1.50 per activation)

Timer and IVR service  - 020 7107 3001 (billed at 25p / Minute)

I'mOK  service              - 020 7107 9735 (will be billed £0.50 per activation)

Note: If you normally withhold your telephone number (caller line identification or CLI) you should append *31# before above numbers as the *31# is a special code interpreted by your phone allowing your CLI to be send. e.g *31# 02071079777

8. How do I activate or cancel my Location Based Service?

You should have received an SMS asking you to activate your location based service by replying 'START' to the message. If you have not received a message asking you to do this, simply send the word 'START' to 07786208249. Make sure that you have done this so that your contacts can be informed of your location when you trigger an alert.

To CANCEL the location service at any time just send 'STOP' to 07786208249, but please note that if you cancel the location service, we will not be able to inform your contacts of your location when you trigger an alert.