Frequently Asked Questions
General Questions
What is SmartFall?
SmartFall is an advanced fall detection and health monitoring system designed to help you live independently while keeping your safety a priority. It combines wearable sensors with a mobile/web application to detect falls in real-time and alert caregivers.
How does SmartFall detect falls?
SmartFall uses AI-powered accelerometer and gyroscope sensors in the wearable device to detect the characteristic patterns of a fall. The system analyzes acceleration, velocity, and impact to distinguish falls from normal activities like sitting down quickly.
Is SmartFall a medical device?
SmartFall is a health monitoring tool designed to assist with fall detection and health tracking. It is not a substitute for professional medical advice or emergency services. Always call 911 for emergencies.
Who should use SmartFall?
SmartFall is ideal for:
- Older adults at risk of falls
- Individuals with mobility challenges
- People recovering from surgery or illness
- Anyone wanting to maintain independence with safety oversight
Account & Setup
How do I create an account?
- Visit SmartFall and click "Sign Up"
- Choose your user type (Patient or Caregiver)
- Enter your email and create a password
- Complete your profile information
- Pair your device (if you're a patient)
What's the difference between Patient and Caregiver accounts?
- Patient: Uses the device, sees personal health data, can communicate with caregivers
- Caregiver: Monitors multiple patients, receives alerts, can view health data with permission
Can I switch between Patient and Caregiver roles?
Not on the same account. Create a separate account for each role you need.
How do I add a caregiver?
- Log in to your patient account
- Go to Settings or Profile
- Select "Add Caregiver"
- Enter their email address
- They'll receive an invitation to accept
Can I have multiple caregivers?
Yes, you can add multiple caregivers from family, friends, or healthcare providers.
Device & Hardware
What devices are compatible with SmartFall?
Currently, SmartFall works with our proprietary SmartFall wearable device. We're expanding to support additional wearables in the future.
How long does the battery last?
The SmartFall device battery lasts approximately 7-10 days with normal use. You'll receive a notification when the battery is low.
How do I charge my device?
Connect the device to the included USB charging cable. It typically charges fully in 2-3 hours.
Can I wear the device while showering or swimming?
The device is water-resistant up to 50 meters (splash-proof). Check the device manual for specific specifications.
What if my device is lost or damaged?
Contact our support team at support@smartfall.app. We can help you disable the old device and set up a replacement.
Fall Detection & Alerts
How quickly does SmartFall alert caregivers?
Fall detection typically occurs within 1-2 seconds of the event. Caregiver notifications are sent immediately.
Can I manually alert my caregiver?
Yes, you can press and hold the emergency button on your device to send an immediate alert, even if no fall is detected.
What happens if I fall but the device thinks I'm OK?
If you've fallen but the device hasn't detected it, you can manually trigger an alert. Conversely, you can dismiss false alarms.
Can false alarms occur?
While our detection is highly accurate, false positives can occur during rapid movements. You can dismiss false alarms with a simple tap.
How is my location determined during an alert?
SmartFall uses GPS, WiFi, and cell tower triangulation for location. Your exact location is sent to caregivers during emergencies.
Privacy & Security
Is my health data secure?
Yes, all data is encrypted in transit and at rest. We comply with HIPAA, GDPR, and other healthcare privacy regulations.
Who can see my health data?
Only you and caregivers you've explicitly authorized. Healthcare providers require separate consent.
Can I delete my data?
Yes, you can request data deletion. Certain health records may be retained per legal requirements. See our Privacy Policy for details.
Is my location always tracked?
No, your location is only accessed during emergencies or when you enable location sharing. Premium features allow continuous tracking with your consent.
Troubleshooting & Support
My device won't connect to the app
- Restart both the device and your phone
- Ensure Bluetooth is enabled
- Remove the device from existing pairings and re-pair
- Restart the SmartFall app
- If issues persist, contact support
I'm not receiving alerts
- Check that notifications are enabled in app settings
- Verify caregiver email addresses are correct
- Check spam folders for notifications
- Ensure your phone has a strong internet connection
- Re-enable notifications in your device settings
The app crashes frequently
- Update the app to the latest version
- Clear the app cache (Settings > Apps > SmartFall > Clear Cache)
- Restart your phone
- Reinstall the app if issues continue
How do I contact support?
- Email: support@smartfall.app
- Phone: 1-800-FALL-911
- In-App: Use the Support button in Settings
Billing & Subscription
How much does SmartFall cost?
Pricing varies by plan. Visit our Pricing page or contact sales for details.
Is there a free trial?
Yes, we offer a 14-day free trial for new users.
Can I cancel anytime?
Yes, you can cancel your subscription at any time. Your service continues until the end of your billing cycle.
What payment methods do you accept?
We accept credit/debit cards, PayPal, and bank transfers for annual plans.
Still have questions? Contact our support team at support@smartfall.app or call 1-800-FALL-911.