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MHP8014-031B
MobileHelp Touch | User’s Guide
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SETUP GUIDE FOR MOBILEHELP TOUCH
We thank you for choosing a MobileHelp Medical Alert System and welcome you to
the MobileHelp family.
Congratulations on making a smart choice!
If you have any questions during the setup process, please call our support team at
1-877-827-6207 and select the Technical Support option. See last page for hours
of operation.
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MobileHelp Touch Features
Power Button
Home
Screen
Integrated
Front-facing
Camera
Enhanced Audio
Speaker
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Time, Date &
8” Touch Display Status Bar
Back Home
Local Weather
Help Button
**Up to 12 Hour Backup Battery**
Tablet Back Features
Power ButtonON/OFF Switch
Kickstand USB Charging
Port
Android 7.1.2
Connectivity:
- 4G LTE Cellular
- WiFi Enabled
- Bluetooth
- RF 433MHz
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Connecting your MobileHelp Touch
Please perform the following steps when you receive your new MobileHelp Touch:
Step 1. Select a Location
(Please refer to Figure1)
Plug the USB charging cord into an electrical
outlet that is not controlled by a light switch.
Plug the other end into the back of the
MobileHelp Touch.
Switch the ON/OFF switch on the back of your
MobileHelp Touch to the ON position.
(Continued on page 5)
Emergency Response
System ON/OFF Switch
USB
Charging
Cord
Figure 1
MobileHelp Touch User Guide4
Tablet Power
Button
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Step 2. Turning ON your MobileHelp Touch
(Please refer to Figure 2)
Press and hold the Power Button on top of your MobileHelp Touch for 5 seconds
until it powers on. You may see a message pop-up regarding the TEA. It will state
"TEA allow the app TEA to access the USB accessory?"
There will also be a checkbox at the bottom of the
message. If you see this message, please click the box to
check it and then click "OK."
In about 60 seconds, your MobileHelp Touch will be
turned on and the Home Screen will appear.
If your MobileHelp Touch tablet does not power on,
please contact Technical Support.
Be sure to keep the Emergency Response System
Figure 2
ON/OFF Switch ON at all times.
The volume adjustment can be accessed from the
Settings icon button on the Home Screen.
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Welcome Tutorial
When your MobileHelp Touch powers on for the rst time, it will launch a Welcome Tutorial
to get you started.
You can reset the tutorial at any time by clicking on the Settings icon on the Home Screen
and then selecting Reset Tutorial.
Follow the instructions on the screen and click Next to go to the next screen until you are
done with the tutorial.
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Home Screen
The following icons are available on your Home Screen. For more information, please
review the specic sections in the user guide pertaining to the icons. If you have any
questions, please call our support team at 1-877-827-6207 and select the Technical
Support option. See last page for hours of operation.
MobileVitals (Optional)
Help Button
Reminders (Optional)
Amwell (Optional)
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Messaging
Education (Optional)
Gallery
Apps
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MobileHelp Connect: Getting Started
You received an email when you purchased your MobileHelp Touch with the subject line
“Welcome to MobileHelp Connect.” Follow the directions provided in this email to login to
your MobileHelp Connect account, using a device that is not your MobileHelp Touch.
The MobileHelp Connect web portal powers the Messaging, Gallery, Reminders and
MobileVitals (if purchased) apps on your MobileHelp Touch. You will need to login to your
MobileHelp Connect account to access these features.
Open the URL and use the User ID and Password
we have provided to login to MobileHelp
Connect. This MobileHelp Connect account has
already synced with your MobileHelp Touch. A
copy of the MobileHelp Connect User Guide is
located in the “Help” section of your MobileHelp
Connect Portal.
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MobileHelp Connect: Adding Contacts to Your Circle
With MobileHelp Connect and MobileHelp Touch, you are able to invite family members,
friends, caregivers, and trusted connections to your “Circle.” Once they have accepted your
invitation, members of your circle will be able to send and receive SMS text messages and
emails to your MobileHelp Touch. They will also be able to view your MobileVitals
(optional) readings through the MobileHelp Connect web portal.
While signed into your MobileHelp Connect account web portal, locate “My Circle” by
clicking the hamburger menu icon on the upper left hand corner. MobileHelp
Connect allows you to customize
your dashboard. For convenience, click
on the “+” sign within the blank module
on your dashboard and select for “My
Circle” to appear on your homescreen.
(See Figure 3, Figure 4)
Figure 3
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(continued) Adding Contacts to Your Circle
1. Click on the “Gear” icon to the
right of “My Circle” to locate
the “Invite Friend” option.
(See Figure 4)
2. Click “Invite Friend.”
(See Figure 5)
3. Enter the email address of the
contact you’d like to invite to
your Circle, then click “Invite.”
(See Figure 6)
Figure 5 Figure 6
Figure 4
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MobileHelp Connect: Set Up Contact Proles
When you send the invite to join your Circle on MobileHelp Connect, your contact will receive
an email that prompts them to create a password for
their MobileHelp Connect account.
Once they have created a password and successfully
logged into the MobileHelp Connect portal, contacts
must complete their contact details and save their
phone number to the account.
Tell your contacts to save their phone number to their
account as soon as they are logged in by clicking
“Settings” under the hamburger menu icon at the top
left corner. (See Figure 7)
The Account Settings page will appear, where contacts
should conrm their email address is correct and save
their preferred number to the prole. (See Figure 8)
Once the invited member of your Circle has saved a
phone number to their MobileHelp Connect prole,
it will take about 10 minutes for their information to
appear on your MobileHelp Touch.
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Figure 7
Figure 8
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MobileHelp Connect: Send and Receive SMS Messages and Emails
1. From the MobileHelp Touch Home Screen, click the “Messaging” icon.
2. The rst time you access “Messaging” by clicking this icon, a prompt to “congure your
email address” will pop-up.
3. Congure your email address to access the Messaging feature by clicking “Settings,”
then “Messaging,” then “Connect.”
4. Choose a display name.
5. Accept the pre-populated email address and password that appear.
6. It is important that you do not change the password or email address that appear in their
corresponding elds, as these have been pre-synced to your MobileHelp Touch and
MobileHelp Connect account.
7. Now your MobileHelp Touch will be ready to send and receive both SMS text messages
and emails from authorized contacts that are members of your Circle.
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Using MobileHelp Touch to Send and Receive Messages
1. After you have congured your email address in MobileHelp Touch Settings, enjoy the
ability to message the contacts in your Circle directly from your tablet.
2. Click “Messaging.”
3. Click the pink circle with a “+” inside of it that appears on the bottom right hand side of
the screen.
4. You will see a list of your MobileHelp Connect “My Circle” contacts.
5. Click on the contact name you wish to message.
6. If the contact has veried their phone number through MobileHelp Connect and accepted
your invitation via email, you will see both a phone number and email address for the
contact.
7. Click on the phone number to send your contact an SMS message.
8. Click on the email address to send your contact an email message.
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Your MobileHelp Touch Phone Number and Email Address
Each MobileHelp Touch has been synced to a specic email address and phone number.
You will use both of these to communicate with members of your Circle through
MobileHelp Touch.
To view the phone number that contacts will send and receive SMS messages to, click the
“About” icon in “Settings.”
Scroll down to “Other info” at the bottom, where you will see the Phone number and email
address associated with your MobileHelp Touch.
Inform members of your Circle to save this phone number and email address in their contact
list to ensure they don’t miss an important message from you.
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Your MobileHelp Touch Gallery
MobileHelp Touch features a Gallery application, where photos that have been sent
to the email address assigned to your Touch will appear.
To add photographs and images to your Gallery, which you can choose to display in
slideshow form as a screensaver in the “Advanced Settings” of your MobileHelp Touch,
image les must be sent to the email address of your MobileHelp Touch.
Any image les that you would like to appear in your MobileHelp Touch Gallery must be
sent to your MobileHelp Touch email address. You may configure your email address to
access the Messaging feature by clicking “Settings," then “Messaging," then “Connect."
After image les have been received to the email address, they will automatically save
to your MobileHelp Touch Gallery.
Click on the Gallery icon from your Home Screen to access photos.
To delete photos, simply long press the image you want to remove and click “Delete.”
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Your MobileHelp Touch Settings
To customize your MobileHelp Touch with specific volume levels for alerts and media, test your
MobileHelp Touch, pair pendants, train new pendants, and save display settings for your screensaver,
click the “Settings” icon from the MobileHelp Touch Home Screen.
Click “Advanced Settings” from the “Settings” page to customize the screensaver display for your
MobileHelp Touch. From this screen, you will have the option to add a Security Pin, set the duration
of inactivity that should pass before the screensaver appears, and select whether or not you’d like the
screensaver to display a clock and/or pictures.
The screensaver duration uses seconds as the unit of measure. If you’d like 3 minutes to pass before
the screensaver is activated, enter 180 seconds in the “Screensaver duration” eld. If you’d like 5
minutes to pass, enter 300, etc.
About your Security Pin:
Your Security PIN will also be utilized for MobileVitals and allows you access to the MobileVitals features.
If a Security PIN is created, when you press the “MobileVitals” icon, a PIN will be requested. You will
not be able to enter the MobileVitals screen if a correct PIN is not provided. To create a new
Security Pin, please click on “Settings” from your Home Screen and then “Advanced Settings." Next
to Security Options, switch the slide to “PIN” and enter your new PIN twice. Click “Ok” to save your
PIN.
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MobileHelp Touch Reminders (optional service)
Schedule reminders in the MobileHelp Connect web portal and receive them directly from
your MobileHelp Touch.
1. Login to the MobileHelp Connect web portal account that is synced to your
MobileHelp Touch.
2. Left click the hamburger menu on the top left corner of your MobileHelp Connect web
portal account.
3. Scroll down and click on “Settings.”
4. MobileHelp Connect will take you to the URL: https://accounts.mobilehelpsys.com/
MobileHelpConnect/Settings
5. Locate and click on “Reminders” in the top bar with a blue background. (See Figure 9)
Figure 9
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6. On the next screen, click “Add New” to schedule a Medication Reminder that will be
received by your MobileHelp Touch. (See Figure 10)
7. Select the Reminder type of “Medication” and complete the elds that appear on the
pop-up. (See Figure 11)
8. Review to make sure all elds have been completed correctly and click “Save.”
9. Follow the prompts to “Update Your Device” to receive Medication Reminders on your
MobileHelp Touch.
10. You will see confirmation that the Medication Reminder is being synced to your
device. (See Figure 12)
Figure 10 Figure 11 Figure 12
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MobileHelp Touch: Education
Some MobileHelp Touch models will come with pre-installed videos and articles about
health and safety. Click on the “Education” icon from the MobileHelp Touch Home Screen
to see educational videos, articles, and resources.
MobileHelp Touch: Apps
Click on the Apps icon from the MobileHelp Touch Home Screen to access cognitive games
like Sudoku.
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MobileHelp Touch: Amwell Video Chat (optional service)
Amwell Video Chat is a service that allows you to video chat directly with health care
providers. This service is optional and can be activated by following the prompts that appear
after clicking the blue “Amwell” icon from your MobileHelp Touch Home Screen.
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MobileVitals (optional service)
If you have MobileVitals, this app will allow you to monitor vital signs using the peripherals
included in your system, which will vary based on your program/purchase. Monitoring
*
devices
*Please refer to manufacturers instructions.
Weight
Blood Pressure
Pulse Oximetry
Glucose
to read your peripherals will need to be paired directly to your MobileHelp Touch.
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Help Button
You may press the Help Button on the tablet or any of your Help Buttons, such as the Neck
Pendant, Wrist Button, or Fall Button, at anytime, if you need help or medical assistance.
You may also press the Emergency Button on your Mobile Device.
Optional
Fall Button
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Waterproof Help Buttons
Help Button
LED Light
Technical Support
Use Only
Pendant
Fall Button*
LED Light
Wristband
*Fall Button does not detect 100% of falls. If able, users should always push their help button when they need assistance.
Fall Button is not intended to replace a caregiver for users dealing with serious health issues.
(optional accessory)
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If your system came with a Mobile Device, please proceed to pages 25 - 31 for setup instructions.
Mobile Device System Features
Snap-on
Lanyard
Speaker
TEST Button
Emergency
Help Button
ON/OFF
Button
Snap-on
Lanyard
Low Battery
Indicator (red)
Cellular
Indicator (green)
GPS Indicator
(yellow)
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Setting Up Your Mobile Device
Step 1. Select a Location
We recommend you place your Mobile Device in your bedroom or any other place around
your home where it is easily accessible.
Place your Mobile Device’s cradle charger near an electrical outlet.
Step 2. Connect the Cradle Charger (Please refer to Figure 13)
Plug the power cord into an electrical outlet that is not controlled by a light switch.
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Figure 13
WARNING
To prevent electrical shock please keep the system away from wet locations.
AVERTISSEMENT
Pour éviter le choc électrique, SVP tenir le système éloigné des endroits humides.
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Step 3. Charge Your Mobile Device
(Please refer to Figure 14)
Place the Mobile Device in the cradle charger.
The yellow light on the front of the cradle charger will
illuminate. If it does not, make sure you have placed the
Mobile Device correctly in the charger.
The Mobile Device will turn on within 10 seconds and
then it will take about 60 seconds for the Mobile Device
to register with the network.
The red battery light will come on, indicating that the
device still needs charging. When the device is fully
ON/OFF
Button
charged, the red light will turn off. It will take about
3 hours for the device to be fully charged.
Figure 14
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Yellow
Light
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Turning your Mobile Device ON or OFF
To turn on your Mobile Device:
Option 1: Press the ON/OFF button and hold for approximately two seconds.
Option 2: Simply place Mobile Device in the cradle charger, assuming the cradle charger
is plugged in.
All the lights will turn on and the green light will start blinking. This indicates the Mobile
Device was successfully turned on.
To turn off your Mobile Device:
Press the ON/OFF button and hold for approximately two seconds. The red light will turn
on and remain solid (indicating the device is shutting down). Once it completes its
shutdown procedure, the device will vibrate and all the lights will turn off.
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Testing your MobileHelp Touch with Automation
Select the Settings icon and press TEST NOW. A self-test pop-up will appear, press
“OK, TEST NOW.”
After selecting “OK, TEST NOW," you will have to push the help button. Once
your test is complete, please select to end the test, otherwise the device will stay in
test mode for 2 minutes.
The screen will display EMERGENCY CALL IN
PROGRESS.
The MobileHelp Touch will beep several times
and announce “Call connected, please stand by
for operator.”
If your test was successful, your MobileHelp
Touch will announce “Thank you for testing your
device. Your test is now complete.”
If your test was not successful, please contact Technical Support.
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Testing your Mobile Device with Central Station
For Mobile Device Light Indicator information, please see page 21
Press and hold the TEST button on Mobile Device (the button on the side with
the letter “T”). (Please refer to Figure 15)
You will hear an announcement over the Mobile Device that will instruct
Emergency
Button
Figure 15
TEST Button
you to press the Emergency Button or Pendant.
Press the Neck Pendant, Wrist Button OR the Emergency Button on the Mobile
Device.
When testing your Mobile Device, test it in close proximity to your MobileHelp Touch if you are going to test
by using a neck pendant or wrist button as the signal will also be received by the Touch when you are
testing. If a live operator speaks to you, please state clearly that “THIS IS A TEST." If you do not explain to
the operator that you are okay and that you are testing, EMS will be contacted.”
The Mobile Device will announce “test call sent to Emergency Response Center.”
If your test was successful, you will hear “thank you for testing your device” from the Mobile
Device
If the help button on your Mobile Device is not working properly, or if the green light is blinking
.
rapidly (blinking once every second), please call 1-877-827-6207 and select Technical Support.
Test your Help Buttons
If your test was not successful, please contact Technical Support.
Please remember, it is important that you test your system at least once a month.
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Mobile Device 4.0
Voice Guidance
The Mobile Device 4.0 provides voice announcements. Select
announcements are listed below:
Event Voice Prompt
The emergency call is initiated “Call in Progress”
The battery is low
Note: There may be situations where the voice prompts don’t complete
the entire phrase when another voice event occurs. In this instance, the
latter voice prompt event will cut in and the current voice prompt may
be terminated prematurely.
Technical Information
MobileHelp Model Number FCC Product Code Input Output Current Rating
MD4-01 ZKQ-MHA Internal 3.7 VDC 1000 mAh
Radio Frequency
All devices frequency transmission = 433 MHz
“Your battery is low, please connect
to a power source.”
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Important Safety Information For All Systems
You must always carry the Mobile Device with you when going outside of your home.
Keep electrical cords away from heat sources and sharp edges.
Locate electrical cords away from areas where someone could trip over them.
Use caution when handling electrical cords.
Never install electrical cords during a lightning storm.
Do not use any attachment or accessory that is not intended for use with this system.
Test your system once a month.
Do not block the MobileHelp Touch microphone. This will affect your ability to communicate
with the Emergency Response Center.
During a power outage, the MobileHelp Touch battery backup will last up to 12 hours,
after it has been charged for 3 hours.
The Wrist Button and/or Neck Pendant are designed to work at an approximate range of
350 feet from the Mobile Device or 150 feet from the MobileHelp Touch, depending on
the size and construction of your home.
The MobileHelp Touch is not waterproof. Do not expose to water, rain, extreme humidity,
sweat, or other moisture. The Mobile Device is water resistant.
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The Mobile Device and MobileHelp Touch contain sensitive hardware, take care when
handling and avoid dropping it.
Do not expose the Mobile Device or MobileHelp Touch to dust, dirt, sand or food.
The Mobile Device battery is designed to last over 24 hours after it has been charged for
3 hours.
The Mobile Device has a GPS receiver that works best when it has an unobstructed view
to the sky.
Wear your waterproof Help Button at all times.
The Help Buttons (Neck Pendant, Wrist Button and Fall Detection Button) are waterproof
and can be taken with you in the shower.
Do not put the Neck Pendant or Wrist Button through the clothes washer or dryer. Do
not attempt to dry your button out in the microwave or oven.
WARNING
Strangulation and choking hazard. The Neck Pendant button lanyard has been designed to break
away when tugged. However, the user can still suffer serious personal injury or death if the cord
becomes entangled or stuck on objects.
Avertissement
Risque de suffocation ou d’étranglement. La lanière pour bouton pendentif est conçue pour se
détacher lorsqu’elle est tirée, cependant, l’utilisateur peut subir une blessure ou la mort si la
lanière se mêle ou s’accroche à d’autres objets.
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Mobile Device Light Indicator
Light Indicator What it Means
Blinking slowly: Device is connected to wireless network.
GREEN
Blinking rapidly: Device is NOT connected to wireless network.
YELLOW
RED
All lights off
Blinking: Indicates device is communicating to the GPS satellite.
Blinking slowly (off charger): Battery is low - you have about one hour
of battery left.
On while charging: Battery is charging.
Off while charging: Battery is fully charged.
Device is turned off.
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Frequently Asked Questions
How do I call for help?
Press your Neck Pendant, Wrist Button, Fall Button, Mobile Device Emergency Button,
or the MobileHelp Touch Screen Help Button.
Who will help me in the event of an emergency?
When you press your Help Button, a trained Emergency Operator will communicate with
you, assess your situation, and send the appropriate help to your location.
Do I need my Mobile Device when I leave my home?
If you purchased the Touch DUO system that includes a Mobile Device, you will need to
take it with you when you are leaving your home. Remember to wear your Neck Pendant
or Wrist Button at all times, at home or away, so help is never out of reach.
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If I accidentally set off the alarm, what do I do?
If you accidentally set off the alarm, simply notify the Emergency Operator when they
respond that “THIS IS A FALSE ALARM.” The operator will disconnect and no further
action will be taken. You may also cancel the alarm by swiping the Cancel button on your
MobileHelp Touch Screen.
How far away from the MobileHelp Touch will my Help Buttons work?
Your Help Buttons are designed to work at an approximate range of up to 150 feet from the
MobileHelp Touch, depending on the size and construction of your home.
What happens if I push the button but I can’t speak?
If you are unable to speak or be heard, we will assume it is an emergency and contact EMS
on your behalf. We will also notify the personal contacts listed on your prole.
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MobileHelp®
Corporate Headquarters
5050 Conference Way North
Suite 125
Boca Raton, FL 33431-4490
phone: 561-347-6255
fax: 561-347-6288
web: www.mobilehelp.com
Sales
phone: 1-800-800-1710
email: sales@mobilehelp.com
Emergency Support
Available 24/7 via MobileHelp System
Copyright ©2019 MobileHelp®, All Rights Reserved.
Technical Support
phone: 1-877-827-6207
Monday - Friday 8am to 8pm EST
Saturday and Sunday 9am to 6pm EST
Excluding Holidays
email: support@mobilehelp.com
Customer Service
phone: 1-877-827-6207
Monday - Friday 8am to 8pm EST
Saturday 9am to 6pm EST
Excluding Holidays
email: cs@mobilehelp.com
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