On the Go Support

On the Go Pendant

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.

The On the Go Mobile Solution is the 4G-LTE compatible device replacing the 3G GoSafe device, it will be monitored by the Lifeline Response Center.

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.

Installation

Shipping with self-installation

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 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

How to Connect Your On the Go

Find your connection service below to see illustrated connection diagrams, photos and an instructional pdf.

Cellular Service

The button will use the cellular network to place a help call when a fall is detected, inside and outside of your home.

Download the quick setup guide (pdf)

Download the user manual (pdf)

Setting Up Your On the Go System

  1. Plug the charging cable into an electrical outlet not controlled by a light switch.
  2. Place your On the Go device in the indicated direction in the charging cradle.
  3. The LED light will turn solid red and the device will announce, “Your device is now charging.”
  4. When your device has adequate battery charge and is connected to the cellular network, it will announce, “Your device is now ready, If you need to place an emergency call please press and hold the HELP button now.”
  5. The first time you turn on your system it may announce, “Hello, it is time to test your system to make sure it is working properly. Please press and hold the HELP button for one second now.” Please make this test call when requested.

Note: It is important to check to make sure you are connected to a cellular network by checking for signal strength bars on the display screen.

 

Using and Troubleshooting Your System

Placing a Call

  1. Firmly press and hold the HELP button for approximately one second. The device will BEEP and announce, “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 emergency operator.

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.”

Note: If the call cannot be placed due to poor cellular connection or other issues, the device will announce, “Call failed.” Attempt to place the call again or move to an area with better cellular service.

Turning Your Device Off

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

Turning Your Device On

  1. Firmly press and hold the HELP button for one second.

Note: Your device is designed to always be ON except when taking it on an airplane.

Charging Your Device

  1. The device will alert you when the battery is low and needs to be charged.
  2. From 0% it will take approximately 2-2 ½ hours to charge. The battery lasts approximately five (5) days, depending on usage. We recommend charging your On the Go device on a daily basis.

Cleaning Your Device

  1. Turn the button off
  2. Wash the button with a damp cloth, paper towel, or antibacterial wipe (ex: Lysol)
  3. Blot excess moisture with a towel and allow the device to air-dry.
  4. Turn the button on
  5. Test the button

Indicator Lights

Water Damage Indicators

  • Red light is blinking while device has been on charger longer than 10 minutes, and charger has power.
  • Red light stays on when device is on or off cradle, after being on charger for 3 consecutive hours.
  • Red or green light stays on after device is turned off.
  • Green light goes out instantly when device is removed from charger (normally, green light should remain on for at least 10-30 seconds after being removed from charger).
  • The device has no power at all but was known to be working in the past.
  • Contact Lifeline to order a replacement

Button Light

  • Red Solid: Device is connected to the charger
  • Red Flashing: Battery is critically low
  • Green Solid: Device is ready to make a call
  • Green Flashing: Has adequate charge, looking for cell connection

Charging Cradle Light

  • Solid Green: Connected to power
  • Off: Not receiving power

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.

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.

Frequently Asked Questions

HomeSafe Standard, our most basic Lifeline service, starts at just $29.95 per month. For service that includes AutoAlert fall detection technology, HomeSafe with AutoAlert starts at $44.95 and On the Go starts at $54.95. Your total cost will depend on any additional services you might require.

If you select professional installation service, a Lifeline home service representative will schedule an appointment with you to set up and test your help button and answer any questions you may have. The visit usually takes less than an hour.

You can also set up your On the Go system yourself if you prefer. Our easy-to-follow instruction packet and dedicated telephone support representatives will provide any assistance you need.

Download our quick start guide.

On the Go is easy to use. If you choose professional installation, the installer will carefully explain how to use the medical alert system. You may also refer to the User Manual.

If you need help, simply press the button on your On the Go mobile solution pendant. It will connect you to a Trained Care Specialist who will dispatch the help you need – even if it’s not an emergency.

On the Go works anywhere with adequate cellular network coverage throughout the continental U.S.

No. All help and test calls to our Response Center are through a toll-free number.

Yes, the AT&T wireless network is the only option when ordering On the Go devices.

No, there is no wristband option to ensure the automatic fall detection feature accurately registers falls.

The On the Go device is compact and lightweight, weighing less than 2.0 ounces. A good comparison is that it is about the same size and weight as a full box of Tic Tac mints.

Yes, the On the Go device is water-resistant and can be worn in the shower or bath, but should not be submerged in water for any period of time.

Yes. The device has an operational rating from -4° to 140° F. As long as the device is not left in the car in -30°F or on the dashboard in direct sunlight, you should not experience any issues with temperature ranges.