On the Go Mini Support

On the Go Mini

Looking for help with your Lifeline On the Go medical alert system? Here you’ll find instructions and resources for setup, operation, troubleshooting and more.

Shipping and Install

Order Information

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

The On the Go Mini 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 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.

Getting Started with Your Device

Setting Up Your On the Go Mini System

  1. Attach the charging cable to the plug and insert it into an electrical outlet that is not controlled by a light switch.
  2. Place your On the Go Mini device in the center of the charging pad. If the battery is out of charge, it may take a few minutes for the device to announce, “Your device is now charging,” and the green flashing LED will appear. The LED light on the charging pad will turn from green to blue, and the red LED light on the mini will illuminate. When the red power light goes out, your device is
    fully charged.
  3. Your device is now ON and you will be ready to make a test call when there is adequate battery charge, and the device is connected to the cellular network. You will hear an announcement and the device will prompt you through the setup. The setup message will repeat until the button is pressed and the setup is complete.

Using and Troubleshooting Your System

Placing An Emergency Call

  1. Firmly press and hold the HELP button until the device beeps and announces, “Placing an emergency call now. To cancel the call please press and hold the HELP button for two seconds now.”
  2. Allow the call to go through and speak to the response center.

Canceling An Emergency Call

  1. During the “Placing an emergency call now…” announcement, press and hold the HELP button for two seconds when prompted.
  2. The device will announce, “Your call has been canceled.”

Turning Off Your Device

  1. Quickly press and release the Help button three times. Your device will announce, “Device is powering off. Please confirm by pressing and holding the HELP button now.”
  2. Confirm by pressing and holding the Help button and the device will announce, “Powering off now, goodbye.”

Turning On Your Device

  1. Firmly press and hold the HELP button for one second or place it on the charger.

Adjusting the Lanyard

To adjust the lanyard, hold one side of the loop and slide the barrel until the lanyard is at the proper length.

Indicator Lights

  • Solid Red Power Light: Device is connected to the charger.
  • Blinking Red Power Light: Your battery is critically low.
  • Solid Green Signal Light: Your device has cellular connection.
  • Blinking Green Signal Light: Your device has adequate charge and is looking for cellular connection.

Product Returns

Returns & Exchanges

Returns and exchanges at Lifeline are designed to be straightforward and hassle-free. For more information about our policies, please contact Customer Service.

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.

Tips and Reminders



  • Your device requires adequate battery charge and cellular signal to make an emergency call.
  • Your device is waterproof and can be worn in the shower, it should not be submerged in water for extended periods.
  • Lanyards are designed to break away under certain However, any cord worn around the neck can pose a risk of strangulation, including the possibility of serious injury or death.
  • To conserve the battery, when wearing your device, the LED will remain OFF as long as there is adequate charge.
  • Always turn your device off when traveling on a plane.
  • Save your shipping box for future use.
  • To clean the device, wipe with a damp Never insert sharp objects into any cavity. It will damage the device and could void the warranty.
  • Your device uses the cellular network to communicate. The device’s location, network provider service availability, and other issues may disrupt communications.
  • Your device uses GPS technology to identify your In good conditions, the product should provide a location that is accurate within 30 feet or less. However, the performance of GPS can be affected by a wide range of factors, including obstructions, metal objects in the vicinity, structures that block the signal from satellites, weather, and other factors.
  • Our products are tested, as are other cellular and wireless communications products licensed in the United Individuals with pacemakers should review their pacemaker materials regarding interaction with cell phones and take the same precautions the materials recommend for this device.
  • In certain situations, the fall detection feature may not detect a Some movements including, but not limited to:
    • A gradual slide from a seated position
    • Lowering oneself slowly to the ground (to brace the impact of a fall)
    • A fall from a height of less than 20 inches
  • Certain conditions may affect the ability of the fall detection feature to detect a fall, including, but not limited to:
    • Use of the System at a altitude above 6600 feet
    • Use of the System by a Subscriber less than 4 feet 6 inches tall
    • Use of the System by a subscriber weighing less than 88 pounds
    • However, the ability to send a help call by pressing the help button is not affected by such

Please notify us if there are any changes to your address, phone number or emergency contacts.