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FAQ

  • The watch

    • What happens if I decide not to wear the watch?

      If the watch is not strapped on your wrist, it will continue working as a normal watch and a manual alarm device, but it will not be able to automatically detect a fall and issue an alarm.

    • What happens if the watch loses its connection with my smartphone?

      The watch must be paired with your phone in order to detect a fall. If, for example, the distance between your watch and phone becomes too great, the watch will lose its connection with your phone. If or when that happens, we automatically send an automated notification to your smartphone informing you that the connection has been lost. You will receive a new notification every 30 minutes until you pair them up again.

    • Will everyone be able to see where I am, even when the alarm isn’t active?

      No. We care about your privacy. It is only when an alarm is activated that your contact list and BellPal Security Hotline can see your location.

    • What do I do if I want help even though I haven’t fallen?

      You can manually activate the alarm at any time by pressing the alarm button on the watch. This will have the exact same result as when the alarm goes off automatically.

    • Can I turn off the alarm, 
for instance if I have fallen but everything’s fine?

      Yes, you have 45 seconds to cancel the alarm. You can do so either via the app on your smartphone or by holding down the button on the watch for 10 seconds.

    • Does the watch detect every fall?

      Fall detection is very complicated, but our watch detects falls with a more than 90% success rate. That’s higher than any other fall detector on the market. One of the things that has helped us achieve that is by training our smart module with 20,000 different fall scenarios.

    • Does the watch work in every country?

      Yes, provided the watch is connected to your smartphone and your smartphone has internet access.

    • How will I know that the watch has sent out an alarm if I have fallen?

      When the watch activates the alarm, an LED light on the dial will start blinking. This allows you to see when or if the alarm has been activated.

    • Does the watch come with GPS?

      No. We use the GPS in your smartphone to let us know where you are when an alarm is activated.

    • Can I keep the watch on while showering/taking a bath?

      Yes, you can. The watch is waterproof up to 5 ATM, which means that you can wash dishes, take a shower and even go for a swim with it on your wrist.

    • Is the watch shock resistant?

      Absolutely. The watch is made by one of the world’s leading watch manufacturers with more than 30 years of experience in watchmaking.

    • Will I be able to see what time it is in dimly lit conditions?

      Yes. The hands and hour markers ‘recharge’ in daylight and glow in the dark.

    • Can I wear the watch if I have any kind of contact dermatitis, e.g. nickel allergy?

      The watch is made from stainless steel (316L). This is the same type of steel used by high-end Swiss watch makers in their watches. Unless you are highly sensitive to nickel, you can use the BellPal watch without any issues.

    • Where can I access technical support about the watch?

      We regularly update our FAQ on this page, but if you cannot find an answer to your question here, you can always call our customer support on 08-515 127 50, which is open from 10:00 – 12:00 and 13:00 – 16:00 on weekdays. You can also send us an e-mail at support@bellpal.com

    • What do I do if I have fallen and need help, but see that the alarm function in the watch hasn’t been activated?

      You can press the alarm button on the watch to activate an alarm. In the unlikely event that our detector doesn’t register your fall, you can use that button to send out a manual alarm. Once you have done so, you will get the exact same support as you would with an automated alarm.

    • How will I know when it is time to replace the battery in the watch?

      Both you and your followers can monitor the battery status in the app, ensuring that you know how much battery is left on it. Your watch contains two batteries, one for the watch and one for the smartphone module. The watch battery lasts 2 years, and the smartphone module lasts approximately 7 months. Once the smartphone module battery hits 15% battery capacity, our system registers this and automatically issues you a new battery with instructions on how you can get help replacing the battery.

    • Can I buy different straps for my watch?

      Yes. On our website, you can order leather or metal straps that you can switch out yourself with the self-adjusting pin

    • What do I do if the watch does not work with the app even though I’ve done everything the manual says?

      You can restart the connection to the watch by following the steps below:
      1. Break the pairing between the watch and app by selecting “unpair” in the app settings.
      2.Reset your watch by holding down the button for 30 seconds.
      3.Remove the watch from your smartphone’s Bluetooth settings.
      4.Pair the watch again according to the instructions in the manual.

      Yes. It’s your phone that transmits an alarm to BellPal Security Hotline and/or your followers

  • The subscription

    • What subscription options does BellPal offer?

      1. BellPal Security Hotline Subscription

      The alarm is sent to us first. We are available 24/7 to respond to your alarm, no matter your location. We are responsible for helping you as well as communicating with your followers, ensuring that everyone is kept in the loop. The followers are notified of the alarm through us, and everyone can help, but we act as the coordinator and are the first and last movers in the process. We follow up on the alarm approximately 2 hours later to hear how things are going. You will never be left on your own. We will always be with you. SEK 199/month

      2. Neighbours & Loved Ones Subscription

      The alarm goes out to those you have chosen as your followers: neighbours and loved ones. Everyone receives the alarm. All your followers will be able to see the location where the alarm came from, and they can all communicate with each other to decide how to help. They can all communicate directly via the app to keep it as simple and manageable for everyone as possible. SEK 79/month

    • How do I subscribe?

      On our website. If you want help subscribing, you are always welcome to call our customer support on 08-515 127 50, which is open from 10:00 – 12:00 and 13:00 – 16:00 on weekdays. You can also send us an e-mail at support@bellpal.com

    • Can anyone besides the user pay for the subscription?

      Yes. For example, a family member could pay for the subscription.

    • Can I cancel my subscription at any time?

      Yes. The subscription can be cancelled with a month’s notice, assuming you haven’t made a longer commitment through our financing solution.

    • What happens when my subscription expires?

      If you have chosen to cancel your subscription, you will no longer have access to our response center. The watch itself will continue working like any other watch, however.

    • Do you have 24/7 service?

      Yes. BellPal’s Security Hotline is open 24 hours a day. Our technical support is open during office hours.

  • User account (My BellPal)

    • Do I have to enter any medical information?

      No. It is not necessary for you to enter your medical or other personal information, but the more we know about you, the easier it will be for us to help you if and when something happens.

    • How does BellPal process my personal data?

      BellPal is the data controller in relation to the processing of personal data that is necessary for us to provide our services to you in accordance with the Agreement. You can read more about how we process your personal data at BellPal.com/gdpr. Our personal data policy details how we process your data, for what purposes, on what legal grounds and how long your personal data is stored. We also provide information about how you can influence the processing of your personal data by exercising your rights, e.g. rectification, deletion, objection and portability. At BellPal.com/gdpr you will also find information about how you can contact us with questions about our processing of personal data as well as who you can contact if you are not satisfied with how we process your data.

  • The app

    • Will I be notified of an event, such as my mother falling, as soon as it happens?

      No. BellPal’s Security Hotline will be informed first and then contact the user. If we are unable to do so, you will be notified that something has happened. This takes five minutes.

    • Where can I download the app?

      On App Store for iPhone or Google Play for Android.

    • Is a subscription required to download the app?

      Yes.

    • Is the app available for iOS (Apple) as well as Android?

      Yes.

    • Can I register myself via the app?

      No. You can only register yourself on BellPal’s website (www.bellpal.com).

    • What should I do if I accidentally delete the app?

      Download the app again and then pair it with your phone as instructed in the manual and/or app.

    • Can I connect several BellPal watches to the app?

      No. You can only connect a single watch to the app.

    • Where can I access technical support about the app?

      We regularly update our FAQ on this page, but if you cannot find an answer to your question here, you can always call our customer support on 08-515 127 50, which is open from 10:00 – 12:00 and 13:00 – 16:00 on weekdays. You can also send us an e-mail at support@bellpal.com

    • Can I register myself as a follower?

      No. Only the user can invite you to become a follower.

    • Will I be notified of an event, such as my mother falling, as soon as it happens?

      No. BellPal’s Security Hotline will be informed first and then contact the user. If we are unable to do so, you will be notified that something has happened. This takes five minutes.

    • Can I follow several users, e.g. my mother and my father?

      Yes.

    • How many followers can I have as a user?

      There is no limit to the number of followers you can have.

  • BellPal Response Center

    • Are BellPal’s Security Hotline staff medically trained?

      Yes. They are assistant nurses and nurses.

    • Who is responsible for ensuring the user gets assistance when there is an incident?

      BellPal is fully responsible for contacting next of kin and/or emergency services once an alarm is activated.

    • What happens when I fall and the alarm goes off?

      Our staff manning the BellPal Security Hotline will get the user’s position via your phone. They will first try to contact the user. If the user does not respond after three attempts, we will get in touch with their contact list. If no one on the user’s contact list answers their phone, we will call emergency services and notify them of the situation.

    • What happens from the perspective of my followers who have the app installed if I fall?

      Your followers receive a notification via the app that an alarm has been activated and can use the app to stay informed about what is happening.

  • Return Policy & Right of Withdrawal

    • What do I do if I want to return/complain about a product I purchased through BellPal’s online store?

      When purchasing a products on our online store, you, the customer, have a statutory 14-day right of withdrawal, which applies from the moment you have received an item you have ordered. You must notify us that you wish to withdraw your purchase. by sending us an e-mail to support@bellpal.com. In your e-mail, you must include your name, address, e-mail address, order number and the products that you wish to return clearly. You are responsible for the return shipping costs, delivery and condition of the products upon return. You should therefore make sure the products are sent back robust packaging and its original packaging. BellPal is not responsible for any products lost during return shipping. The product must be unused and in the same new condition as when it was received. You have the right to examine the product, but not to use or handle it in such a way that damages or alters its condition. If the product is damaged or its condition has deteriorated upon return receipt, you may not receive a full refund. Concerning the refund amount, we reserve the right to deduct an amount corresponding to the depreciation compared to the product’s original value if the product has been used or damaged.

  • Your phone

    • Do I need to always have my smartphone on me for the service to work?

      Yes. In order for the service to work, the watch must be paired/connected to your smartphone. It’s your phone that transmits an alarm to BellPal Security Hotline and/or your followers.

    • Are all smartphones on the market compatible with the watch?

      Smartphones with an operating system iOS 11 (Apple) and Android version 7 and later are all compatible with the watch. Bluetooth 4.1 and later versions is supported. Nearly all smartphones on the market today can be paired with the BellPal watch. If you are wondering whether your specific smartphone is compatible with the BellPal watch, feel free to contact our customer support for help.

    • How can I find out which smartphone model I have?

      You should be able to find the model number in your smartphone’s settings. You are also always welcome to contact our customer support for help.

  • Delivery

    • What is the expected delivery time for an order?

      Our typical delivery time is 2-3 business days. Orders placed on weekends are shipped out the following Monday at the earliest. Should delays occur (and we have not informed you that the delivery time will be longer), contact us at the following e-mail address: support@bellpal.com

    • What is the cost of delivery?

      We charge a delivery fee of SEK 89 when you purchase a product through BellPal’s online store.