Care Smart app and service FAQs

Care Smart is a communications and location service for eligible smartwatches. The Care Smart app helps caregivers monitor and locate the paired watches from their smartphones. Caregivers can use the Care Smart app with any Android™ phone or iPhone®, on any network.

You can link multiple eligible watches to a Care Smart account. The Care Smart app lets you locate and monitor the use of multiple Verizon Care Smart watches and compatible Apple Watch, Samsung Galaxy Watch and Google Pixel watch models.

In addition, Care Smart Get Help services are available for compatible Apple Watch, Samsung Galaxy Watch and Google Pixel Watch models. Care Smart Get Help services are not available for the Verizon Care Smart Watch.

Yes, Care Smart uses location tracking so you can:

• See where the watch is on a map in the Care Smart app.
• View a history of the watch's locations.
• Request the watch's current location from the Care Smart app. (Refresh Location button).

When you're subscribed to Get Help - Professional Monitoring, the Get Help button on your Samsung, Google or Apple smartwatch face calls a live agent. You can reach the Professional Monitoring call center from your watch 24/7, 365 days a year*.

Note: If you press the Get Help button by mistake, you can cancel the call. If the call does connect, tell the agent you don't need help.

*Agents at WiMacTel Inc. dba viiz Communications ("viiz Communications") support all assistance calls made in connection with the Get Help - Professional Monitoring service. A viiz Communications agent is also responsible for calling the user's smartwatch after their smartwatch detects a fall. A viiz Communications agent provides voice-call response to the smartwatch user in the event of a fall alert or when the user taps the Get Help button on the face of their smartwatch or, for the Apple watch only  makes an assistance call with Siri. viiz Communications is an independent company and not a Verizon affiliate or agent.

As long as the smartwatch with Get Help is in the United States, caregivers will get alerts even if they’re traveling internationally. If the watch wearer travels outside the US, Get Help service will not be available.

Care Smart Get Help - Professional Monitoring is a subscription service. The Account Owner or Account Manager can manage the service through the Products & plan perks section in My Verizon.

Important: To use Care Smart, each smartwatch must be activated on and connected to the Verizon mobile (cellular) network. Bluetooth and WiFi connections won’t work.

How you set up Care Smart on Apple Watch depends on whether the watch shares your mobile number or has its own number. Visit our Care Smart for Apple Watch setup guide for instructions.

Here's step-by-step instructions for using Care Smart Get Help:

• Care Smart app - Activate / Set Up Device - Apple Watch
• Care Smart - Place Get Help Call - Apple Watch
• Care Smart app - Dashboard View - Apple Watch
• Care Smart - Get Help Fall Detection Event History - Apple Watch
• Care Smart app - Add a Location Alert
• Care Smart app - Remove a Location Alert

When Get Help is showing on your Apple Watch face, you don't have to do anything. As long as your watch is turned on and connected to the Verizon mobile network:

• If your watch detects a fall and you don't respond, it dials 911 and then alerts your caregivers.
• Get Help notifies your Trust Circle every time you place a call through the Get Help button.
• Your Trust Circle members can view the last reported location of your watch.

There's no limit on the number of caregivers who can be in your Trust Circle. In an emergency, Get Help contacts the Trust Circle list you created. Things to know:

• The watch wearer and any contact with primary caregiver permissions can add, edit or delete contacts from the Trust Circle.
• The Primary Caregiver and the watch wearer can send invitations to join the Trust Circle.
  • Anyone with a smartphone and the Care Smart app can be in the Trust Circle.
  • Each person invited can accept or decline the invitation.

Here's what you can expect from Apple Watch with Care Smart Get Help - Professional Monitoring when a fall is reported:

• If you've had a hard fall and not responded for about a minute, your Apple Watch automatically calls 911.
• The Care Smart app notifies the Professional Monitoring call center.
• A call center agent calls your watch and stays on the line with you as long as necessary.
  • The agent can conference a caregiver into the call, if you want.
  • If you don't answer, the agent contacts your primary caregiver.
• After they've finished handling the incident, the agent notifies your Trust Circle contacts.

If you don't see Care Smart app on your watch, the app is not installed. See: How do I set up Care Smart for Apple Watch?

If you can't pair your watch to the Care Smart app, make sure:

• You're enrolled in the Get Help service.
• Your Apple Watch is Series 4 or higher.
• You're attempting to pair with the correct watch.

Your iPhone must be iOS 9 or later to run the Care Smart app.

There can be instances where the paired watch can't be located, including but not limited to:

• The watch is off or the battery is dead.
• The watch doesn't have network connectivity.
• Location sharing isn't turned on for the phone user's Care Smart app.

If the Care Smart app can't track the location of the smartwatch, make sure that:

• The watch is activated on the Verizon mobile network.
• The watch is turned ON and connected to the network.
• Get Help is displayed on the watch face.
• The watch location settings are ON for "Always" and "Precise Location".

With Get Help - Professional Monitoring service, you can place test calls to get reassurance that the system is working:

• To place a test call, press "Test Call" in the Care Smart watch app. Follow the prompts.
• Our system also sends a test call reminder to the smartwatch every 30 days.
• Test calls are not required. The Get Help - Professional Monitoring service operates 24/7, 365 days a year whether or not you test it.

If you're having trouble setting up Care Smart, contact us:

We welcome your suggestions about Care Smart - caresmart.feedback@verizonwireless.com

To end the monthly charges, you must cancel Get Help service in My Verizon (Products & plan perks):

1. Removing or unregistering a watch from the Care Smart app doesn't cancel the add-on service charge. You must de-enroll from add-on services to stop the charges to your Verizon account.
2. To remove any line or feature charges (including add-on service charges) associated with your devices, use My Verizon.
3. If you've added Get Help to your plan, but haven't set up the Care Smart app to use it, you'll still be charged for the service, but you won't have access to it.