mCareWatch FAQ

Frequently Asked Questions about mCareWatch and our Products

GENERAL

What is the ConnectiveCARE platform? ConnectiveCARE is our one stop, multi-purpose digital healthcare web platform that supports the safety, health and wellbeing of both individuals and organisations. The ConnectiveCARE platform is accessible via our website ‘Login’ section and allows the carers, family and service providers to connect with the wearable device via their computer, laptop or tablet. When you purchase a device, you will be provided with a Username and Password to login to the Platform and be able to do the following: add wearer’s contact details, view battery life, location tracking report over set time period (4 hours), view SOS Location report, setup reminder alarms for the wearer, view activity reports and setup a geo-fence perimeter area and be alerted when the watch exits the geo-fence.

Does the mCareWatch work outside my home? Yes, the mCareWatch works anywhere and anytime you have mobile phone coverage. Unlike traditional emergency pendants that are connected to a telephone line and base station, the watch works just like a mobile phone and can make emergency calls by simply pressing the SOS red emergency button.

What are the colours options for the mCareWatch HW2? The mCareWatch HW2 is available in black.

If the watch has no mobile coverage, can it still track and report GPS location? No, the watch must have a mobile coverage to operate properly. The mobile coverage is required to communicate and send data from the watch to our platform.

Who can call the watch and how does the wearer answer an incoming call? Anyone who has access to the watch’s mobile number will be able to call the watch (just like a normal mobile phone). When the watch’s mobile number is called, the watch will ring and the wearer will need to touch the green handset on the watch screen to answer the call.

Do you need a SIM card for the mCareWatch? Yes, without the SIM card, the watch will simply tell the time. The SIM card is required for the SOS emergency voice calls and the data is need to communicate with our platform.

Do I need to use the Mobile APP and the ConnectiveCARE platform and what is the difference? They essentially do the same thing. The mobile APP and the platform will enable you to connect to the watch, track the location, update SOS contacts, setup reminders and much more. The mobile APP is for anyone who is out and about and unable to log into their laptop/tablet at home.

Will my contact details (email and mobile phone) be used for other purposes other than communication with mCareWatch? Please refer to our Privacy Policy on our website. We will not use your contact details other than to communicate with you directly.

Is my personal information secure? Yes all your personal information is secure. Your personal will not be disclosed to any other person, body or agency unless:

  • You give us permission
  • It is authorised or required by law
  • It meets one of the other exceptions in the Australian Privacy Principles

Is it safe to wear the mCareWatch HW2 on the wrist? The mCareWatch HW2 has passed all tests and meets all Australian standards in relation to the Australian Communications and Media Authority (ACMA) standards under the Radiocommunications Act 1992 and the Telecommunications Act 1997.

POST PURCHASE

Will the mCareWatch HW2 work overseas? Yes the mCareWatch will work overseas however, you will need to add your own SIM card and activate global roaming and ensure you have sufficient credit for voice calls and data. Our SIM card will not operate overseas.

How long does it take from ordering and payment to receiving the mCareWatch? Once payment has been received and if you live on the Australian Eastern seaboard you will receive the watch device within five (5) to ten (10) business days and up to ten (10) business days for deliveries to WA, SA and NT. An express delivery service can be organised for any deliveries within 5 working days for an additional fee.

Can I have the mCareWatch delivered to another address other than my own? Yes, when payment is being processed you will be asked to confirm delivery address for the Watch device.

What do I need to program and set up on the mCareWatch before it is ready for use? The mCareWatch will be set-up and pre-programmed and ready for use when it arrives. The SOS contact and auto-speed-dial carer numbers are programmed by us prior to delivery. Carers will be able to change and update the pre-programmed contact numbers anytime via the Mobile APP or the ConnectiveCARE platform.

What does my SIM card Data Plan include and what are my responsibilities? For the $10 Pre-Paid Self Manage Plan, you will need to activate the SIM card and add credit with voice and data. For the mCare SIM card on Self Manage or Monitoring Service Plans, the SIM card inserted into the watch includes limited emergency voice calls and data. The SIM card plan includes thirty (30) minutes of outgoing voice calls for emergencies and 25MB data each month. Additional charges apply if you exceed these thresholds per month.

What is your returns policy? If you experience any service problems with the device please call our office (1300 188 557) and we will endeavour to resolve the issue over the phone in the first instance. If however the device is found to be defective, we will replace the device within the first twenty four (24) months at no cost to you. To replace the device you must first send the faulty mCareWatch in the original unit carton, including all items originally packaged with the device (re-charge USB cable and unit carton) to; mCareWatch Pty Ltd Suite 109, 46-50 Kent Rd Mascot NSW 2020 You must also include in the return package; an invoice number, your contact details (purchaser and watch receiver details), and a description of the problems and issues faced while using the mCareWatch. Please note that the return package delivery charge will need to be paid by you, however this charge will be credited to your nominated bank account upon receipt of the return package. Please allow for up to 7 business days for this refund to appear in your account. We recommend that you return the return package by registered post as we will not be responsible for the package that is not delivered to us.

PRE-PURCHASE

How are credit card payments processed? We use PayPal or Ezidebit as our online payment gateway. You may also pay by calling our help line 1300188557 or via EFT and cheque. If you have any questions or need any assistance with your payment, please call 1300 188 557.

Are there any hidden costs? No. You will be informed exactly how much you need to pay including the one off activation fee.

What is the Warranty on the mCareWatch HW2? The warranty available is twenty four (24) months from the date of receipt of the watch.

How much is the delivery fee? All Plans have a shipping fee of $15.00 for purchases within Australia. If you require express delivery within Australia a flat fee of $20.00 per package applies (1 x mCareWatch per package). International orders have a delivery fee of AUD $49.00.

How will it be delivered? We use Australia Post to deliver every order within Australia

MCAREWATCH PRODUCT DETAILS

What is included in the $10 pre-paid SIM Service Plan? When you purchase the  mCareWatch HW2 you must select a SIM card Service Plan which will allow the watch to be operational. There are two SIM card Service Plans available: either the ‘$10 credit Pre-Paid SIM or the mCare SIM card 12 months Plan. The $10 credit pre-paid SIM card on ‘Self Manage’ Plan includes the mCareWatch HW2 device and the following:

  • $10 credit pre-paid sim card, pre-intsalled in the watch (you will need to activate sim card with Amaysim and add credit for voice calls and data each month after the $10 credit on the SIM card has expired.
  • Access to the carer’s mobile app (iPhone and Android) and the ConnectiveCARE platform for up to 5 carers and family members for 12 months

What is included in the mCare SIM card Service Plan?

  • Pre-installed and activated sim card with mobile number
  • 30 minutes of national emergency outgoing voice calls per month
  • Unlimited incoming calls per month
  • 25 MB of location data each month (watch communicating with mobile app and portal)
  • Access to the carer’s mobile app (iPhone and Android) and ConnectiveCARE platform for up to 5 carers and family members for 12 months

What is the difference between the SOS calls answered by family/friend and SOS calls answered by the 24/7 Monitoring Plan? These two plans are identical with the only difference being that the Monitoring Service Plan also includes all emergency calls being answered by our 24/7 Monitoring Service. The SOS Calls answered by family/friend has all emergency calls from the watch being answered by a friend, family or carer of the watch wearer. The Monitoring Service Plan means the emergency call from the watch will be answered by our 24/7 monitoring service.

Can I change the Service Plan from Self Manage to Monitoring Service Plan after I purchase the watch? Yes you can change the Service Plan at any time by contacting mCareWatch (tel: 1300188557 or email: help@mcarewatch.com.au) and advising us of your decision to upgrade or downgrade your service plan.

If I purchase the mCare SIM 12 Months Service plan and my parent moves into palliative care can I cancel the service and receive a refund? All purchases are final and no refund will be given for unused portions of your service subscription plan.

What are the payment options do you have available? You can pay via the following methods:

  • PayPal or Ezidebit (via your credit card)
  • Call us on 1300188557 and we can take your order over the phone
  • EFT: pay by transferring funds directly into our bank account
  • Cheque

NOTE: we do not accept American Express cards.

What is the battery life and how often does the watch need to be recharged?  The battery will last between 1 to 2 days depending on what features are activated and usage of the watch. If the geo-fence feature and GPS tracking is switched on the battery will last between 12 – 24 hours.

How do you recharge the watch battery and how long does it take to fully charge? The watch comes with an easy-fit magnetic recharging cradle which takes between 1 to 1.5 hours to recharge.

How does the wearer activate the SOS emergency call? The wearer can either press and hold down the red SOS button on the watch for 3 seconds or when the watch face is displayed, press the red SOS button on the watch screen for 3 seconds.

What happens when the SOS emergency call is triggered by the wearer? The watch will automatically call the pre-set contact number on the watch. When the SOS call is activated, an SMS is also sent to family/friends with a map location of the watch wearer’s location.

Is it difficult to use the mCareWatch HW2? The mCareWatch HW2 is very easy to use for the wearer. All they will need to do is wear it on their wrist like any other watch and remember to press the SOS red button in an emergency situation. If the watch rings – all they need to do is touch the green handset on the watch screen to answer.

Do I need to use the Mobile APP? The Mobile APP will be required for carers, family and friends that would like to connect with the watch. When you download the mCareWatch Mobile APP (iOS and Google Play), you will be able to add and update the SOS emergency contact numbers, view the battery life remaining on the watch, view location of the watch, setup customised reminder alarms for the watch wearer (medication), call the watch and setup geo-fence perimeter area and be alerted when the watch exits the geo-fence setup.

How do I download the Mobile APP The Mobile APP is available to download FREE via the APP Store for iPhone and via Google Play Store for Android smartphones by searching ‘mCareWatch’. Carers can connect with the mCareWatch by simply downloading the mobile app on their smartphones.