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.

Caregivers use the Care Smart app on any Android smartphone or Apple iPhone, on any mobile network (no Verizon plan required). There's no cost to get and use the Care Smart app.

Your loved one will need an eligible watch with a Verizon connected device plan*. The cost to use Care Smart services varies by type of watch:

Apple Watch, Samsung Galaxy Watch or Google Pixel Watch:

• Requires eligible smartwatch (purchase separately).
• Requires a Verizon connected device plan, $15/month (plus taxes and fees).
• Requires that you install the Care Smart app on your Samsung Galaxy Watch or Google Pixel watch and enroll your line in Care Smart Get Help - Professional Monitoring, $10/ month.**
• Requires that you install the Care Smart app on your Apple Watch and enroll your line in a Get Help service, either:
  • Care Smart Get Help - Caregiver Alert, $5/month.**
  • Care Smart Get Help - Professional Monitoring, $10/month.**

Verizon Care Smart watch

• Requires a Verizon connected device plan, $10/month
• Not eligible for Get Help - Professional Monitoring service

*Not available on prepaid plans. Not available outside of the 50 US states and the District of Columbia.
**Each line on an Apple Watch is eligible for one 30-day trial of each Get Help service. Each line on a Samsung Galaxy or Google Pixel Watch is eligible for one 30-day trial of Get Help - Professional Monitoring service. Requires you to subscribe to the service. If you cancel before 30 days, you won't be charged for the trial period. You can cancel your Get Help - Caregiver Alert or Get Help - Professional Monitoring service in the My Verizon add-ons page or by contacting Customer Support at 800-922-0204.

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).

Here's how to tell if Care Smart is using location tracking.

Compatible Apple, Samsung or Google Watch - When you open the Care Smart app for the first time, you must allow Care Smart to share the watch's location with your Trust Circle members. Your smartwatch receives a message when a new Trust Circle contact has been added, containing the new contact's name and stating the new Trust Circle contact can now view your watch's location*.

Verizon Care Smart Watch - You must consent to location tracking when you pair the Verizon Care Smart watch. 24 hours after pairing and every 30 days thereafter, the Care Smart Watch receives a notification about location tracking until the reminder is turned off from the watch.

For more information, see the Care Smart Privacy Policy.

*The location information provided is approximate. Verizon does not represent, warrant or guarantee the reliability or accuracy, completeness or timeliness of any location information provided through the Service.

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 Services & 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.

Care Smart can help you keep track of a paired smartwatch:

• Scheduled location checks. Program the Care Smart app* to notify you of the smartwatch's location at the same time(s) every day.
• Location-based alerts. Set Care Smart app* to alert you if the smartwatch moves into or out of a specific area during times that you specified.
• Check anytime. Look at the map in the Care Smart app to see where the watch is - and where it's been. Tap icon that looks like a location pin to refresh the location.**

Learn more: How can I tell that Care Smart is using location tracking?

*The watch wearer and/or Primary Caregiver can edit these location notices. Trust Circle members can view location alert settings, but can't turn off scheduled location checks.
**The location information provided is approximate. Verizon does not represent, warrant or guarantee the reliability or accuracy, completeness or timeliness of any location information provided through the Service.

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.

Here's how location tracking works on Apple Watch with Care Smart:

• Caregivers can see the watch's location in the Care Smart app. The location is updated automatically about once every 15 minutes.
• The Care Smart app reports its location when the Apple Watch wearer opens the app, but not more than once a minute.
• Trust Circle members can send a location request to the watch by tapping the Refresh location button on the Care Smart dashboard's map*.
• The watch notifies the Apple Watch wearer when a Trust Circle member requests their location.
  • The watch wearer can tap on the notification to share the most current GPS location.
  • If the watch is in emergency mode and on a call, location requests from Trust Circle contacts won't be delivered.

Only designated Primary Caregivers and Trust Circle contacts with the Care Smart app paired to the Apple Watch can view the watch's location.

*If the Apple Watch receives more than 50 requests for location in a day, it won't respond to them. The watch will continue to report its location approximately every 15 minutes.

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.

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

• If you’ve had a hard fall, the watch alerts you for 60 seconds with a popup, sound, and vibration.
  • You can cancel the alert or swipe to send the SOS right away to the emergency contacts that were set up in the Galaxy Wearable app.
  • If you don’t respond in 60 seconds, SOS messages are sent to the emergency contacts.
• With Care Smart Get Help - Professional Monitoring, regardless of whatever action you take, the watch notifies the Get Help - Professional Monitoring center with the watch's current location and the time the fall was detected.
• A Get Help 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.

Here's how location tracking works on Samsung Galaxy Watch with Care Smart:

• Caregivers can see the watch's last reported location in the Care Smart app.
• Trust Circle members can send a location request to the watch by tapping the Refresh location button on the Care Smart dashboard's map*.
• The Care Smart app on the watch will fetch and share the most current location shared by the watch's operating system.
• Primary caregivers and the watch wearer can create location alerts.

Care Smart app users who are part of the Watch's Trust Circle and have accepted the invitation to join the Trust Circle, can view the watch's location.

Select an option below for step-by-step instructions on how to:

• Create an account
• Create security PIN for the app
• Add a watch
• Accept an invitation
• Add an Administrator
• Change profile password
• Add a contact
• Delete a contact
• Delete a watch
• Edit a contact
• Sign in and sign out

Select an option below for step-by-step instructions on how to:

• Add a location alert
• Add quiet times
• Change ringtone
• Check battery life
• Check watch location
• Edit quick messages
• Manage reminders
• Call watch
• Remove a location alert
• Remove quiet times
• Turn quiet mode on and off
• Use step counter
• View and delete text messages
• Manage volume controls

When you set up the Verizon Care Smart watch, you create Contacts you can access from the watch.

You can use your Verizon Care Smart watch to call anyone in your Care Smart Contacts list. But you can only send and receive texts with Administrators and Trusted Contacts, which helps prevent fraud.

You can manage your Contacts list anytime through the Care Smart app. You can have up to 10 contacts.

Care Smart app capabilities depend on which watch the wearer is using.

Verizon Care Smart Watch devices aren't compatible with 911 or similar emergency telephone number systems. Calls from Verizon Care Smart Watch devices are placed to a designated recipient (i.e., a primary caregiver or designated secondary user), but won’t be placed or forwarded to emergency services personnel. On your Verizon Care Smart Watch, you can’t program 911 as one of the telephone numbers to call.

Only Administrators and Trusted Contacts with the Care Smart app linked to the Verizon Care Smart watch can view the watch's location. Learn more: Does Care Smart use location tracking?

The maximum battery life for the Verizon Care Smart watch is 2.5 days. We recommend charging it every night.

The Verizon Care Smart watch is water-resistant. It's safe to wear in the rain and the shower, but it's not recommended for swimming.

Learn more about preventing dust and water damage.

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 (Services & 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.