FAQs

Ordering your watch

You can place an order through our website or give us a call on 020 3868 5575 if you would prefer to order over the phone.
Yes, you will be asked whether you are buying for yourself or for someone else when you are placing your order.
If you have a long term condition, you are eligible for VAT relief. This means you you are charged VAT at 0%. This applies for any long term condition including arthritis, diabetes and high blood pressure. To get VAT relief, simply complete your details during checkout.
We accept all major credit or debit cards. After completing your order, you can log in to view your bills and make changes any time.
We will typically start setting up the same day that you will complete your profile. It will be posted the following day, first class with Royal Mail. For more information, please see Shipping And Returns.
No, all emergency call minutes and data needed to use the watch are contained within your simple monthly payment.

Yes. We offer 3 guarantees:

  • 12 month guarantee against any manufacturing defects.
  • 30-day money back guarantee. Return your watch within 30 days and get a full refund.
  • Works straight out of the box. Your watch is set up with your details by our team in the UK.

Named Contacts

After you place your order, you will be directed to your (or the person you are buying for's) profile. Here you can update the wearer's details and add contacts. You can log in and update this any time.
You can add as many as you like!
You can either log in and update your details any time or give us a call and we can make the changes for you over the phone.
We would recommend adding 2 or 3 contacts that are nearby and have a key to your home. Often this is a neighbour, friend or family member.
If you don't have any suitable contacts, we would recommend installing a key safe. A key safe is a secure box that stores your keys in it and you access them using a code.
You cannot ring other numbers directly. We've found that it's always best to have an experienced elderly care team that are available 24/7 to help, especially in emergencies. Family and friends can't always be ready or available in these situations like our team can. Family and friends should be listed as emergency contacts to be contacted by our staff if needed.
Absolutely, we can securely store your details and will provide them to the emergency services if they need to get in to help.

Getting Help

Our experienced care team will assess the situation and determine the best course of action. This can be anything from a phone call through to contacting next of kin or an ambulance.
The watch sends an estimate of your location and makes a call to our monitoring team. They are on hand 24/7 to help and can contact next of kin or make arrangements to send someone to you.
Absolutely! We use a TSA accredited monitoring centre based in the UK. This means our team are trained to the highest possible standard in how to triage different emergency situations. Our centre brings 30 years experience in handling over 17,000 calls a month.

When a call comes in from the watch we will talk to you through it to understand the nature of the emergency. We will then alert the most appropriate emergency service or named contacts to help.
Yes, the watch connects to the strongest network in the area. This reduces blackspots to an absolute minimum.

97% of the UK's roads and 90% of all indoor locations are covered (Ofcom 2017). We encourage you to make test calls to our team in your first week and will happily refund you if your home is not covered.
Normally within 30 seconds of activating the SOS button (99% of the time).

Our Company

We have worked with older people for the last 6 years. Often we saw pendants hung on the back of doors or squirrelled away in a drawer. We found that people just didn't want to wear a big red button and be stuck at home in a ‘safe zone’. So we came up with the Personal Alarm Watch. For more details on our story, please see About Us
We set off on our mission to build an alarm service that people could be proud of in 2017. After a couple of years of extensive testing and development, we launched the service in January 2019. We are proud to be the highest rated service in the UK supporting thousands of people from Penzance to the Outer Hebrides and saving lives.
Personal Alarm Watch has been brought to life thanks to the support of many organisations and individuals across the country including; The National Lottery Community Fund, UnLtd (The Foundation for Social Entrepreneurs), Design Council, Centre for Ageing Better, South West AHSN and Resonance.
Our head office is in Central London and we have teams all over the country (and World). From our monitoring team in Essex to fulfillment in North London to our QA team in Hong Kong.
Resilience is an integral part of our service. You can rest assured that our 24/7 monitoring is operating as normal, you can get advice and technical support via email, phone or web chat and watches are posted fully set up, so you don't need someone to come in to install it. For more information, you can see a note from our co-founder here.

The Wearer

Anyone can use the watch. We have customers from age 11 to 100 and it's used for all sorts of different reasons, from people simply worried about accidents at work to people with rare diseases.
Yes, many of our customers use hearing aids.
Yes, many of our customers use pacemakers. You should follow the NHS guidance for mobile phones.

Your Watch

Around 2 hours to go from 0 to 100%. For more info please see Watch Details.
The watch is small and lightweight. The main body is 55mmx32mmx15mm and it weighs just 49 grams. More information here: Watch Details.
We are channeling Henry Ford. You can have any colour that you like as long as it's black.
Yes, they are a standard fitting (18mm spring bar) and you can get them changed at any jewellers.
We’ve worked hard to make the watch as small, light and comfortable as possible. We use a specialist soft silicon strap so it’s also vegan!
We extensively tested different falls technology and have found that what is available right now is simply not reliable enough. We found that it either activates too often (creating a nuisance for the wearer) or not when there's a genuine fall. We are dedicated to deliver a service you can count on and so we decided not to incorporate this into the watch.
To call for help, simply hold down the SOS button for 3 seconds. You will hear the watch say 'SOS call initiated' and then you will be connected to our 24/7 monitoring team. You can then speak to them through the watch.
Yes, you can take a look at a detailed specification here: Watch Details.
It is the same volume as a phone on speaker.
  • Personal Alarm Watch, fully charged, tested and ready to use
  • Charging cable and plug
  • Instructions
Yes, the watch can handle splashes from rain or washing up. However, we advise against using it in the shower because of the holes needed for the speaker and microphone.

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More info?

If you have any other queries, we have some more information in our FAQs. You can also give us call on 020 3868 5575 between 9am and 6pm, email us at team@personalalarmwatch.com or enter your details below.

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