On the Go Support

On the Go System and Charging Cradle

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

The 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

Select your model below to see illustrated connection diagrams, photos, and an instructional video.

On the Go System and Charging Cradle

On the Go (OTG)

Find instructions and resources for setup, operation, troubleshooting and more.

On the Go mobile medical alert system

On the Go (OTG-Micron)

Find instructions and resources for setup, operation, troubleshooting and more.

Product Returns

Returns & Exchanges

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

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.

Take your Lifeline On the Go mobile device and charging pad with you if you are able. Your mobile pendant will work outside of your home as long as it is charged and is in a place with adequate cellular network coverage. When you get home, you should place a test call by pressing your pendant. If your Lifeline equipment gets damaged, please contact us immediately upon your return home so that we can get new equipment shipped to you as soon as possible.

Your Lifeline medical alert system will work for a limited time off of a backup battery. When your power is restored, please test your system immediately to ensure it is working properly. If you cannot successfully complete a help call, contact our Customer Service team at 1-800-635-6156 as soon as possible so that we can assist you.