Lifeline Customer Support

At Lifeline, we’re here to support you. Whether you’re looking for technical support, company policies, or simply the right number to call, we’re always happy to help.

Elderly man and woman sitting on bench

Lifeline Customer Support

At Lifeline, we’re here to support you. Whether you’re looking for technical support, company policies, or simply the right number to call, we’re always happy to help.

3G service discontinued effective February 22, 2022

On February 22, 2022, AT&T discontinued 3G service industry wide for any cellular device that uses the 3G network, including medical alert services. This includes all Lifeline HomeSafe users with a cellular communicator, GoSafe users with a cellular communicator and mobile pendant, and GoSafe 2 users with a mobile pendant.

4G LTE device replacement

Lifeline has been swapping 3G devices for 4G LTE devices over the past year. If you have already swapped your 3G device for a 4G LTE one and activated your new system, then you are all set.

If you have not swapped your equipment, Lifeline needs to replace your current system as soon as possible. If you have a HomeSafe with a cellular communicator, a GoSafe with a cellular communicator and mobile pendant, or a GoSafe 2 with a mobile pendant that HAS NOT been swapped, it is no longer able to connect to our Response Center should you need help.

If you need to swap your Lifeline medical alert system, please call 1-855-655-4405 as soon as possible to speak to a Lifeline Customer Support Specialist. Our Customer Support Specialists can guide you through your options.

Technical Support

For help with your Lifeline medical alert system, mobile app, or health service, the following guides provide illustrated instructions for set-up as well as resources for operation and troubleshooting.

HomeSafe | HomeSafe with AutoAlert | On the Go | Medication Dispenser

Billing Support

What does my monthly Lifeline invoice cover?

Your invoice outlines the monthly charge for the Lifeline medical alert service and rental of equipment, as well as any applicable state taxes.

Why am I being charged sales tax?

In some states, Lifeline is obligated to charge you tax on any applicable rental or service. This is why your current charges are separated by the monitoring and equipment rental charge.

Why is my last payment not reflected in the balance?

Please allow up to seven days from the date you mailed your payment for it to be posted. Credit card payments or automatic withdrawal from your bank account can help eliminate delays.

Why am I being charged an invoice fee?

This nominal fee helps offset a portion of the costs associated with printing and mailing paper invoices, and processing paper checks. We encourage you to switch to Auto Pay to avoid this fee.

How do I sign up for Auto Pay automatic payments?

Please fill out the direct debit form and mail it back to us. Please note that it may take up to one billing cycle for us to process your request. Once Auto Pay has been set up, you will stop receiving invoices.

Will I receive a paper statement in the mail verifying that I signed up for Auto Pay?

No, we will not send out verification. But once the first payment is processed (which could take up to one billing cycle), you will stop getting paper invoices and begin having your payment automatically withdrawn/charged every month.

Will I continue to receive a monthly statement confirming that the Lifeline Service has been paid?

No. Once you have fully converted from paying by check to Auto Pay, you can confirm your payments to Lifeline by reviewing your monthly credit card or bank statement.

If I’m enrolled in Auto Pay, can I view my transaction history on the Lifeline website?

No. At this time you are not able to view your transaction history on the Lifetime website.

On which day will my payments be deducted?

Lifeline will auto-withdraw each month on your existing bill date. The actual date it hits your credit card statement or applicable bank account is dependent upon your institution’s rules and practices.

If I need to cancel the Lifeline Service, will you also stop my automatic payments?

Once the service is canceled, your automatic payments will stop immediately. Please note that if we receive a signal from your Lifeline equipment after you have notified us to cancel, your services will be reactivated and your applicable Auto Pay deduction will resume on the same monthly bill cycle.

Can I use my own online banking as a method of automatic payment to pay for the Lifeline Service?

Yes. However, this method of payment still requires us to generate and mail an invoice, which will prompt an invoice fee.

How do I get a copy of an invoice or a printout of my account history?

Please use the Contact us form and select ‘Billing,’ and you will hear back from one of our specialists within 1-2 business days.

Why was my credit/debit card declined?

For security purposes, we are not informed why a card is declined. Some common reasons for a card being declined include insufficient funds or mistakes in the card number or expiration date. Talk to your bank or credit card company for more information and then let us know when the issue is resolved.

Can my billing date be changed to better meet my needs?

Unfortunately, we’re unable to change your billing date because the coverage period is based on this date. Making a change will cause duplicate charges for the same period.

When is my payment due?

Payment is due upon receipt of the invoice.

On the Go Consumer Warranty

Download the On the Go Consumer Warranty (PDF)

On the Go Pendant Consumer Return Policy

On the Go pendant(s) purchased by the consumer may be returned within 30 days of the original date of purchase for any reason provided that:

  1. The pendant is returned in un-worn, “like new” condition*, in the original packaging, complete with all product literature and accessories (chargers, …etc.), and,
  2. Prior to return, the purchaser calls Lifeline to obtain a return authorization and specific packaging instructions for the device designed to prevent damage and accidental activation in transit.

Credit for returns not meeting the above criteria may be denied in whole or subject to a restocking charge of up to $50.

*Determination at the sole discretion of Lifeline.

HomeSafe & On the Go

For billing questions about the HomeSafe and On the Go medical alert service, please call 800-635-6156 or complete the contact form below.

Medication Dispensing

For billing questions about our Medication Dispensing Service, please call 888-632-3261 or complete the contact form below.

Delivery, Installation, and Return Options

Ordering from Lifeline is designed to be straightforward and hassle-free. See below for details about our policies and processes.

We’re here to help. Call us today at 855-345-0130.

Checking Your Order Status

When you place an order online, it can take up to 48 hours for the order to be processed. Call us at any time to check the status of your order.

Canceling Your Order

If you need to cancel your order, please call us as soon as possible. If your order has already shipped, it would be subject to a $50 order cancellation fee, and you should follow the return process for the equipment.

Shipping with Self-installation

HomeSafe and On the Go can be shipped directly to your home for you to install yourself. Follow the directions in the instruction packet included, or call us for assistance.

Professional Installation by a Lifeline Technician

If you opt for our professional installation service, a Lifeline representative will call you to schedule an in-home installation. The installer will walk you through how to use your Lifeline system and will answer any questions you may have.

Professional Installation by a Local Affiliate

A third option is to have one of our local affiliates install and maintain your Lifeline system for you. Call us to learn about the options in your area.

Our Satisfaction Guarantee

At Lifeline, we’re dedicated to the highest levels of customer care and satisfaction. If you have any issues with your Lifeline system or service, please do not hesitate to let us know. We will be happy to work with you to resolve the issue and preserve your peace of mind.

Return Policy

Please call Customer Service at 800-635-6156.

Exchanges & Replacements

Please call Customer Service at 800-635-6156.

On the Go Consumer Warranty

Download the On the Go Consumer Warranty (PDF)

On the Go Pendant Consumer Return Policy

On the Go pendant(s) purchased by the consumer may be returned within 30 days of the original date of purchase for any reason provided that:

  1. The pendant is returned in un-worn, “like new” condition*, in the original packaging, complete with all product literature and accessories (chargers, …etc.), and,
  2. Prior to return, the purchaser calls Lifeline to obtain a return authorization and specific packaging instructions for the device designed prevent damage and accidental activation in-transit.

Credit for returns not meeting the above criteria may be denied in whole or subject to a restocking charge of up to $50.

*Determination at the sole discretion of Lifeline.

Need Additional Support?

We are here to help! If you have any questions about Lifeline simply fill out the form below and one of our specialists will respond within 1-2 business days.

If you are a current customer and have an urgent issue, please call 800-635-6156.

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