If you accidentally raise an alarm, and it is a false alert, don't worry. Our responders at the Alarm Receiving Centre are very reasonable and understand that mistakes happen.
Please be aware that in the case of a false alarm, you will need to verify your identity. Our responders will ask for your name, date of birth, or a verification word.
If you cannot verify your identity, our responders at the Alarm Monitoring Centre will contact your emergency contacts to get in contact with you and confirm you are OK. The responder will then close the alarm, and your Safe Pro device or Protector Mobile app can be used as usual.
Please see this article to find out exactly what happens when you raise an alert.
Please note: If the responder can't get in touch with your contacts, they will have to keep the alarm open until they can either verify your identity or one of your escalations is able to contact you.
We advise that customers practise raising an alarm and that designated responders practise closing down an alert. When a responder answers an emergency call, they will have to take a different action depending on the type of alert.
If the user accidentally raises the alarm by forgetting to cancel their timed alert or pressing the SOS button on the app, please follow the same process as you would if it was a real alarm because the alarm still needs to be closed. The responder still needs to ensure you are safe and confirm the alarm was a false alert.
You can communicate with the user through two-way audio. Once you have assessed the situation, it is critical not to hang up the call but close down the alert. You can close it down by pressing the * key and selecting one of the three options, which will be communicated by an automated message:
Confirmed Alert
False Alert
Test Alert