- Can the end-user make a normal phone call to a carer using the SOS button?
The end-user can only initiate a call to a carer using the touch screen functionality to have a normal bi-directional conversation, and the carers can call the end-user watch. However, when the end-user press the SOS button the one who is called can speak and listen, but the person wearing the watch doesn’t hear the called person. If the end-user has used the SOS button and needs to have a two way conversation with the carer it is best for the carer to hang up and call back the watch.
The SOS was designed primarily for people that may be potentially attacked/abducted when the SOS button is activated, so it shuts off the speaker on the watch so that when the called person answers their mobile no sound is emitted from the watch that would alert a potential attacker/abductor to the fact the SOS had been activated.
- When the SOS button is pressed for 3 seconds why does it only makes the call to the first registered carer and not to the 2nd or 3rd one in line?
When pressing and holding the button for 3 seconds it sends an SOS alert to the registered phone numbers associated with the watch. If the first number has a voice mail that answers within the first few rings the watch will think that someone has answered the SOS if they were to press the SOS and it not go to voice mail then once the first number wasn’t answered it would roll over to the 2nd number and call that number.
- How long will it take for delivery?
- How safe is my data?
We take data security seriously which is why we invested in developing our software platform, Android and iOS apps. Not only that our software is hosted locally in Australia on a virtual private network to isolate our software from other virtual networks. Click here to read more about our data security and infrastructure.
- What happens if I forget my username/password?
- Will the monitoring platform work in all popular web browsers?
- Will I have coverage where I am?
You can check the coverage in your area by clicking on the link and following the instructions under the support tab.
- How long does the battery last?
- Do I charge the battery with the watch on/off?
- How long does the charging take?
It shouldn’t take longer than about 1-2 hours to charge the watch when it is switched off. We recommend the customer switches the watch off to charge and then a light press of any buttons will show the charging icon, once it is a solid green it is fully charged and can be removed from the charging clip.
- Does the phone vibrate when people call/sms?
There isn’t a vibrate function available however we are looking at adding that in our next variation due out towards the end of the year.
- What after sales support do you offer?
- How do I change the time on my watch?
The watch is designed to update the time based on the location of the wearer. The factory default time zone is set to Australian Eastern Standard Time (AEST) or UTC + 10, however once your watch updates it’s location the time will update to the local timezone.
For more information on the time zone for your location visit http://www.timeanddate.com/worldclock/
If you need to refer to instructions on changing the time again in the future please refer to the ‘Tips, New Features & Warranty’ Card here.
- Can I cancel my subscription?
- What is drift?
- How often does the watch update its location?
Every 2 minutes the watch records the location of the watch, then at each 6 minute interval it pushes those last 3 locations to the server. Essentially giving you location updates every 6 minutes however when looking at the reports such as historical playback or tracking records you will notice a record of location information every 2 minutes.
- What to do about a cracked screen?
Our 12-month manufacturers warranty does NOT include cracked screens, similar to most electronic devices with glass screens on the market.
The watch screen is made with Corning glass, which is a toughened glass made to withstand normal use. This glass can crack or break when it makes forcible contact with a hard surface or object. The glass on our watches is similar to that used on the iPhone, and unfortunately, shatterproof glass is currently too expensive to be a viable option, though we hope this will change in the future. The watch is being used by thousands of people across Australia, and we have found that the screen will only crack if subjected to forcible impact.
If you do happen to crack the screen of your watch, we offer a discounted replacement watch, so please contact us at support@eHomeCare.com.au or 1800 899 329.
- How many phone numbers can I link to the watch?
Our new touchscreen access allows the wearer to scroll through up to 6 mobile phone numbers to call. These 6 emergency contact numbers are also the only numbers that can call the watch and the numbers that any SMS alerts will be sent to. Please note that each SMS alert is counted towards your monthly plan so if you have 3 phones linked for example then 3 SMS will be used for each alert triggered.
- Who will receive the alert when the wearer goes outside the fence?
Up to 3 email address can be added to each device (watch) so if there is an email address linked to that watch then an email will be sent to that email address.
The monitoring application, if in use, will also receive a notification
Everyone of the linked mobile numbers will receive any alerts for the watches that their number is linked to.
It is not possible to differentiate users' alert settings, e.g.: I like to receive an SMS when the SOS button is pressed, but I do not like to receive an SMS when the wearer goes outside the fence.
- What is the size of the watch?
The watch face is approximately 3.5cm wide x 4cm long 1.25cm thick. The circumference of the band is approximately 24cm at is largest, and 14cm at its smallest.
- Can I still use it when I travel overseas on holiday?
Yes you can take the watch with you when you travel, contact us for one of our International Roaming travel plans to cover the time you are away.
- Can you make a call from the watch?
Yes, you can make calls from the watch to up to 6 numbers via the touchscreen. These voice minutes are deducted from your plan however any calls you make to the watch do not incur any charges from us. So we would recommend if your loved one calls you have them hang up and then call them back so you can talk as long as you like.
- How do I send an SMS to the watch?
- Is the watch waterproof?
The watch is water resistant. If it is splashed with water, caught out in the rain etc. it will be fine. It isn’t however designed to be worn while swimming or bathing.
- What is the warranty on the watch?
The watch is covered under a 12 month manufacturers warranty. For details of the warranty and what is covered please visit our Warranty page.
- Can the watch have the 000 number configured?
The 000 number has not been standard added to the watch for safety reasons. The number can be added to the watch, see Section 8.3 in the Mobile app user manual How to add an emergency number, and add 000 as the last number to the list. Be aware to only use 000 if someone is seriously injured or in need of urgent medical help?
- What are the Watch states?
The image above shows the 4 different states you may see displayed in your app when you check on the status of your TicTocTrack watch. Please read on for an explanation on each of these 4 states.
This state appears once an SOS alert has been triggered by someone pressing the SOS button on the watch and it will change to this state regardless of whether the watch can generate a location or not. At this time you will also hear an audible alarm from the app or the platform to alert you to the SOS that has been triggered. When in this state the watch will try to generate a location every 20 seconds for a period of 5 minutes. After 5 minutes the state will return to 'Located' if the watch has generated a location or 'active' if the watch can't get a fix on a satellite or sufficient WiFi points to provide a location.
When your watch is first turned on it sends a message to the platform which sets it's status to 'active' it then tries every 6 minutes to generate a location. If after 30 minutes if the watch still hasn't located the state will change to 'inactive'. As mentioned above this state is also displayed after an SOS timeout if the watch isn't able to generate a location. You may also find the watch in this state after it has been in the 'located' state but then been unable to locate or changed location for a period of 20 minutes.
The 'inactive' state is displayed when the watch is switched off or when the watch has been in an active state and unable to generate a location after 30 minutes. For example if you child is in their classroom at school and after 30 minutes the watch isn't able to generate a location or hasn't changed its location then watch will change to 'inactive'. The inactive state therefore does not necessarily mean the watch has been switched off.
The located state indicates that the watch has been able to communicate with a satellite or WiFi and generate a location. By clicking on the avatar on the map you will be able to see the address, time and date of the location that has been generated by the watch as well as how it located i.e via GPS or WiFi. As mentioned above if the watch stops locating after a number of attempts the state will revert to 'active'.
- How do I add a new app user to the account to monitor a watch?
- GPS Watch Terms & Conditions
The GPS watch relies on location information, such as GPS as well as 3rd party telecommunication networks and depends on your Device's ability to acquire a GPS satellite, (typically not available indoors) a WiFi signal or network coverage. Network coverage and WiFi and satellite signals are dependent on a number of factors outside the control of eHomeCare Pty Ltd including weather, topographical changes, the presence of obstructions such as tall buildings, the functionality of various satellites, cell towers, clouds, and other factors. GPS location readings are inherently subject to “drift” which can affect accuracy in varying increments.
Unlimited text messages to the watch. 150 SMS Alerts or Voice minutes per month
The data plan they have chosen allows for a specified number of SMS alerts or voice minutes each month, additional SMS alerts or voice minutes will be charged at a rate of $0.20c per SMS or minute and will be billed in the month following the usage.
The GPS watch is configured for operation within Australia if you travel outside the country an International Roaming plan will need to be purchased to continue its use overseas.
Excluding USB charging plug and locking pin