Care Smart FAQs

Caregivers use the Care Smart app on any Android 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 watch:

Verizon Care Smart watch

• Watch costs $149.99 (a one-time purchase)
• Requires a Verizon connected device plan, $10/month

Apple Watch

• Requires Apple® Watch Series 4 and above (purchase separately).
• Requires a Verizon connected device plan, $10/month.
• Requires that you install the Care Smart app on your Apple Watch and enroll your line in a Get Help add-on service, either:
  • Care Smart Get Help - Caregiver Alert, $5/month**
  • Care Smart Get Help - Professional Monitoring, $10/month**

*Not available on prepaid plans. Not available outside of the 50 U.S. states and the District of Columbia.
**Each line is eligible for one 30-day trial of each Get Help 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.

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

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.

The main difference between the Get Help services is who gets notified in an emergency or when a Get Help user needs assistance*:

Get Help - Caregiver Alert notifies a primary caregiver and the other personal contacts in the user's Trust Circle. In addition:

• Apple Watch automatically calls 911 if it detects a hard fall.**
• Caregiver Alert notifies everyone in the Trust Circle of the event and the watch's location. Caregivers can start a group SMS chat.
• The Care Smart app creates a history with time and location of each event.

Get Help - Professional Monitoring notifies a call center that's staffed 24/7, 365 days per year***:

• Apple Watch automatically calls 911 if it detects a hard fall.**
• A Get Help agent calls the Apple Watch and stays on the line with the watch wearer as long as necessary.
• The agent can conference a caregiver into the call if asked.
• After the incident has been resolved, the agent notifies the Get Help user's Trust Circle and the Care Smart app provides an event history.

Learn more about Care Smart Get Help services.

*An emergency can be a hard fall detected and reported by Apple Watch, or an assistance call made by the wearer pressing the Get Help button on the Care Smart watch face.
**If Apple Watch detects the wearer is unresponsive for about a minute after a hard fall, the watch automatically calls emergency services.
*** 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 Apple Watch after their Apple Watch detects a fall. A viiz Communications agent provides voice-call response to the Apple Watch user in the event of a fall alert or when the user taps the Get Help button on their Apple Watch face or makes an assistance call with Siri. viiz Communications is an independent company and not a Verizon affiliate or agent.

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.

Get Help - Caregiver Alert and Get Help - Professional Monitoring are subscription services. You must be a Verizon Account Owner or Account Manager to manage them. Visit the Apps and add-ons section of My Verizon.

Important:

• To end the monthly charges, you must cancel Get Help service in My Verizon (Apps & Add-ons).
• 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.
• To remove any line or feature charges (including add-on service charges) associated with your devices, use the My Verizon mobile app.
• 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.

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

Find 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

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.

As long as the Apple Watch 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.

When you're subscribed to Get Help - Professional Monitoring, the Get Help button on your Apple Watch 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 Apple Watch after their Apple Watch detects a fall. A viiz Communications agent provides voice-call response to the Apple Watch user in the event of a fall alert or when the user taps the Get Help button on their Apple Watch face or makes an assistance call with Siri. viiz Communications is an independent company and not a Verizon affiliate or agent.

Here's what you can expect from Apple Watch with Care Smart Get Help in an emergency:

1. If you've had a hard fall and not responded for about a minute, your Apple Watch automatically calls 911.
2. The Care Smart app notifies the Professional Monitoring call center.
3. A call center agent calls your watch and stays on the line with you as long as necessary.
   1. The agent can conference a caregiver into the call, if you want.
   2. If you don't answer, the agent contacts your primary caregiver.
4. 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 add-on 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.

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

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

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 Apple Watch, 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 Apple Watch 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.