Support
OnCall Defender™ subscriber support is a very important priority for us and we have provided a 24/7 subscriber support hotline for users who need to speak with a representative from our central monitoring station.

You can also reach us directly by using the support email address below for non-emergency situations such as setting up your account or if you have any questions. We do recommend referencing the extensive FAQ section below first. which addresses the most frequently asked questions.
 
Frequently Asked Questions
Q: Why does it take longer sometimes for OnCall Defender to Authorize when I first turn it on?
A: When OnCall Defender is turned on, the length of time it takes for it to authorize depends on how good the cellular signal is. The weaker the signal, the longer it may take to authorize. It is possible that authorizing with an Edge (E) signal will be slower than when the iPhone is in the 3G or WiFi mode.
Q: How does my OnCall Defender work?
A: Arm OnCall Defender to be prepared in the event of a panic situation or medical emergency. Once you send the Panic Alarm or Medical Alert, your signal goes through the cellular network directly to the central monitoring station through digital signals. An experienced and trained responder will have law enforcement help dispatched for Panic Alarm, or call you for Medical Alert and if necessary have an EMS unit dispatched to help you. If the central station cannot reach you in a Medical Alert, EMS response will be dispatched . OnCall Defender uses sophisticated technology to monitor and track your location even if you are moving.
Q: Who is monitoring my OnCall Defender?
A: OnCall Defender is being monitored by GCS, a top CSAA five-diamond certified, state-of-the-art alarm company licensed throughout the U.S., Hawaii, Alaska, Puerto Rico and the U.S. Virgin Islands. It adheres to the highest standards in the industry. All operators are specially trained to handle panic and medical emergencies. In addition, the central monitoring company has the most sophisticated technology to make sure that when you use your OnCall Defender, you have peace of mind.
Q: What happens if I send an alarm or medical alert by mistake?
A: You have a fifteen (15) second window of time to enter your false alarm code and cancel the alarm. If you need to cancel your alarm or medical alert after the fifteen (15) second time period, a screen will appear with the telephone number of the alarm monitoring center. You simply press the phone number and you will be directly connected. You will be asked to give your "Safe Word". You may be subject to fines if the authorities have already been dispatched.
Q: What is a "Safe Word"?
A: When you subscribe to OnCall Defender, you must enter a Safe Word in the Emergency Info Settings screen. The Safe Word is a minimum six character word that you create and give to the alarm monitoring center to cancel a false alarm. In extreme emergencies in which you may be forced by an assailant to disengage your alarm and call the central monitoring station to cancel, you can give the alarm monitoring center an incorrect Safe Word. The alarm monitoring center will know that you are under duress and still need law enforcement dispatch in that circumstance.
Q: Why does my phone say "No network. Alarm not monitored"?
A: OnCall Defender uses cellular network or WiFi connections to send and receive your emergency signals. There are some areas that have weak or no cellular signals. OnCall Defender notifies you if you are in a low or no cellular network and notifies you when your network is available. This is done automatically for you by OnCall Defender. Notice that the network symbol on the bottom right of the screen will have a red slash through it if your cellular network is not available, or will be animated if you do have a connection.
Q: What happens if I lose my phone connection?
A: OnCall Defender automatically notifies you if your cellular connection is lost. OnCall Defender automatically reconnects you once the cellular connection is regained.
Q: How will the emergency responders know where I am located?
A: Your iPhone is equipped with GPS location services capability. When you send a panic alarm or medical alert, your personal information is sent to the alarm monitoring center including your location – wherever you are, provided you have an effective GPS connection. OnCall Defender will track your location every ten (10) seconds, an advantage for responding law enforcement officers.
Q: Can I use OnCall Defender anywhere?
A: You can use OnCall Defender anywhere in the United States, Puerto Rico and the U.S. Virgin Islands, provided you have effective cellular or WiFi and GPS connections.
Q: What happens if I get a phone call when my alarm or medical alert is armed?
A: If you do not answer the phone call, and if you are in the "Armed" mode, you will go directly back to the armed screen.
Q: What are "Application Settings"?
A: "Application Settings" allow you to do four things: Sleep Override: This allows you to override the sleep function on your iPhone so when you arm OnCall Defender it will stay on your screen without going dark. Audio Alerts: This allows you to mute the audio announcements regarding network connections. You may want to uncheck this feature if you are using OnCall Defender in the stealth or quiet mode or while you sleep so as not to be disturbed. Auto-Login: This allows you to by-pass entering your password when opening OnCall Defender. When Auto-Arm is also checked, OnCall Defender will be immediately armed once the app is opened. Auto-Arm: After logging in, this allows you to arm OnCall Defender without entering your password. With Auto-Login also checked, OnCall Defender will immediately arm when you open the app. In this mode, when a phone call is received and "Declined," OnCall Defender will return to the armed screen. If a phone call is answered in the Auto-Arm mode, OnCall Defender will return to the armed screen once the phone call is finished..
Q: Can I make an out-going phone call while my OnCall Defender is armed?
A: Yes, but you will have to re-arm OnCall Defender when you are finished with your call.
Q: How do I change my personal settings information?
A: Changing personal settings is easy and fast. Simply go to the "Personal Settings" screen and enter any new or revised data.
Q: What if I forget my "Safe Word"?
A: Simply go to the "Home" screen, tap on Settings, then tap on "Emergency" and your Safe Word will be under "Emergency Info."
Q: What is the difference between my "Safe Word" and my password?
A: Your Safe Word is a minimum four(4) character word that you give to the alarm monitoring center in case of a false alarm. It confirms that you are the person on the account. Make sure to create a word that is easy to remember. Your password allows you to log in, to cancel an alarm, and access and edit your personal information, including emergency contacts, medical information, etc.
Q: When do I use my "Safe Word"?
A: You have 15 seconds after a false alarm is sent to enter your password and cancel the alarm. If you do not enter it in time, tap the toll-free phone number button, connect with the central monitoring station, and give them your Safe Word to cancel. In some instances, law enforcement and/or medical emergency authorities may have already been dispatched and fines may apply.
Q: What if my cell phone battery is low?
A: Make sure your phone is sufficiently charged before you use OnCall Defender. When using OnCall Defender next to your bed, desk or for longer periods of time, if you have access to a power outlet, keep OnCall Defender armed while your cell phone is being charged.
Q: If I want my OnCall Defender Panic Alarm to be in the silent or "stealth" mode, how do I silence the siren AND any incoming phone call ringer tones?
A: OnCall Defender makes it really easy for you to operate it in complete silence. Simply tap the siren icon in the bottom left corner of your OnCall Defender Armed screen to "Siren Off" mode. Also, make sure to turn the "Ring/Silent" switch on the upper left side of your phone to the "Silent" mode.
Q: How can I keep OnCall Defender on my screen for long periods of time, like during the night next to my bed, without the sleep mode turning my screen dark?
A. Simply go to "Application Settings" and make sure that "Sleep Override" is checked.
Q: Who do I call for alarm monitoring issues?
A: If you are a subscriber, you only need to call the alarm monitoring center in case of a false alarm or technical issues with your app. All other questions can be answered by reading through the FAQs or sending an email to support@oncalldefender.com. There is a toll-free number available for technical and monitoring issues for current subscribers only.
Q: Will the alarm monitoring center call me back when I send a panic alarm or medical alert?
A: The alarm monitoring center will call you when you send a medical alert. Sending a panic alarm assumes that you are in distress and need immediate assistance from central monitoring and local law enforcement authorities. You will not get a call back if you send a panic alarm.
Q: Do I need to call the alarm monitoring center if I send a false alarm?
A: You do not need to call the alarm monitoring center if you cancel your false alarm within the fifteen (15) second period provided on OnCall Defender. If you need to cancel your alarm after that time period, a screen will appear with the phone number to the alarm monitoring center. Simply press the button to be automatically connected. You will need your "Safe Word" for verification purposes.
Q: Are there penalty fees for sending false alarms?
A: There may be penalty fees for false alarms if you do not cancel within the fifteen (15) second window provided by OnCall Defender and the alarm monitoring center has already dispatched the appropriate responding authorities and cannot cancel the response. Penalties may vary by city and jurisdiction.
Q: Will OnCall Defender work in different climates?
A: OnCall Defender works in any climate or environment where your iPhone functions. OnCall Defender will not work if you are wearing gloves when touching your iPhone screen. Refer to operating instructions for your iPhone.
Q: Will OnCall Defender track me if I am in a car or other form of moving transportation?
A: Yes. When you send a panic alarm or medical alert, OnCall Defender continues to send the alarm monitoring center your location every 10 seconds so long as there is an effective cellular or WiFi connection as well as an effective GPS connection, even if you’re moving.
Q: If I am in a multi-story, multi-unit building, how will OnCall Defender know where I am?
A: You can easily let OnCall Defender know where you are by entering information about the building you are in, including such information as floor number and office or suite number in the app field that says, "Location notes". You can change that information as often as you need. You can even enter outdoor locations like parks or hiking trails. As long as you have effective cellular or wifi and GPS connections, that information will be sent to the alarm monitoring center in case of panic alarm or medical emergency.
Q: Can I use OnCall Defender if I am hiking or camping in a remote area?
A: OnCall Defender is the perfect companion to the outdoor enthusiast. As long as your iPhone has effective cellular or WiFi and GPS connections, you have the peace of mind knowing that in case of emergency, you can get the help you need.
Q: What if my cell phone service is turned off?
A: OnCall Defender only works when your cell phone is turned on, your service account is active and you have effective cellular and GPS connections.
Q: How often do I get billed?
A: OnCall Defender provides you with two easy payment options: 1. A cost effective one year subscription paid in advance with auto-renewal – Greatest Savings! 2. Month to month with auto-renewal.
Q: What if I want to add either the panic alarm or medical alert to my existing account?
A: Contact OnCall Defender customer support at support@oncalldefender.com to get assistance.
Q: What if I get a new phone?
A: No problem. Once you sync your new phone to iTunes, simply sync the OnCall Defender app again and enter your account email address and password to login. You’re ready to go.
Q: Where should I put my OnCall Defender app on my iPhone page?
A: Make sure to move your OnCall Defender app to your first page for easy and ready use.
Q: What is the Test feature?
A: There is a "Test" feature that allows you to check in real time if OnCall Defender is communicating to the alarm monitoring center, GPS, server and cellular network. Tapping this feature let’s you check the connections without triggering an alarm, and it allows you to practice the "tap, tap, tap" firing sequence of OnCall Defender.
Q: Does the "Demo" function connect to the alarm monitoring center?
A: No. The Demo function let’s you get a feel for OnCall Defender. The Demo function is not connected to the alarm monitoring center or any local authorities. The Demo should not be used in case of emergency. Make sure that you are protected by becoming a subscriber.
Q: How do I avoid accidentally causing a false alarm if OnCall Defender is armed and my iPhone is in my pocket?
A: Always keep your iPhone screen facing away from your body when OnCall Defender is armed and placed in your pants or jacket pocket. Keep keys and/or other moveable items in a separate pocket.
Support links for OnCall Defender™
Customer support
support@oncalldefender.com

Subscriber support hotline: (888) 898-0939

Do you have questions or suggestions on how we can improve? We would love to hear from you. Let us Know.

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