Support

The emergency call solution consists of a base unit, a button and a service. Optional accessories such as a watch, a different wristband or a fall sensor can be added. We will be happy to advise you on the service line +41 44 637 37 10.

If you have a large circle of friends and acquaintances who live close by and can reach your home within 30 minutes, then the ‘Family’ service is right for you.

If you have relatives but, in an emergency or to relieve your relatives, you would like the emergency call centre as your first point of contact, then the ‘care 24/7 call centre’ service is the right choice. They will discuss the situation with you and alert the best possible assistance in consultation with you.

A contact person is a family member or a trusted person in your neighbourhood who can come to your aid in an emergency. Ideally, this person has a key or knows the code to the key safe for the apartment. It is also important that this person can reach you quickly in an emergency.

The technical contact person is a contact who receives technical messages about the device by mobile phone or email (e.g. low battery, power interruption) and can deal with the problem promptly (2-3 days) after such a message.

No, an alarm cannot be stopped. However, there is no need to worry. Our employees will ask you if everything is OK and will be pleased to hear that this is the case if it turns out to be a false alarm. The alarm will be completed in no time and will not cause any major inconvenience... on the contrary, we and you will feel reassured that everything is working perfectly.

A two-year warranty is provided for purchased devices, remote controls and other accessories. For rentals, the warranty is valid for the entire rental period.

All purchased items have a 30-day money-back guarantee. They must be returned unused [...] in their original packaging (new condition).

Press the button on the button/watch or the button on the base unit. Your emergency call device confirms the alarm with the voice prompt ‘Emergency call triggered’ and the alarm is started. Once the alarm has been triggered, it cannot be stopped.

In the event of a so-called alarm without response, the CERTAS alarm centre will first attempt to contact you directly on your private telephone number. After that, the contact persons will be contacted.

You can purchase or rent the emergency call devices online in the webshop on our website, by emailing sales@certas.care or by calling our service line on +41 44 637 37 10. Accessories can only be purchased.

Yes, you can connect up to 50 buttons/clocks or smoke, water, motion or glass breakage detectors.

Yes, all watches and buttons offered by CERTAS care are waterproof and can and should be worn in the shower.

Don't worry about it for now. The CERTAS dispatcher will address this issue with you the next time you raise the alarm and work out a solution. In the meantime, try wearing the emergency call button on your other wrist as a preventive measure. This simple step usually helps.

Yes, there is a whole range of sensors that can be connected for falls, fire, water and break-ins. Up to 50 sensors can be connected to an emergency call device.

The emergency call devices are designed and tested for worldwide use. Alerting and notifying the contact persons works.

Important: Inform us about your absence, period and location, so that we have your data up to date in the system.

Because the alarm centre has no knowledge of local ambulance services and emergency services abroad, professional help cannot be provided.

The emergency call devices have been designed and tested for worldwide use. Alerting and notifying the contact persons works.

Important: Inform us about your absence, period and location, so that we have your data up to date in the system.

Because the alarm centre has no knowledge of local ambulance services and emergency services abroad, professional help can only be provided in Switzerland or Liechtenstein.

No, no calls can be taken on the emergency call device.

If you have forgotten the password for the portal, it can easily be reset using the ‘Forgot password’ function.

• The CERTAS care portal receives the alarm from your emergency call device.
• The phone numbers of the registered contact persons are all dialled simultaneously. When the call is answered, a voice message is played: ‘Emergency call from “John Doe” – please press 1 to accept the alarm’.
• Your contact persons press 1 to answer the call. They can then speak.
• If the call is not answered by any of the contact persons, the CERTAS care portal will make a second attempt.
• If the alarm is still not answered, all the stored contact persons will receive an SMS (from Certas.care) or an e-mail notifying them that an alarm has been triggered.
• At least three contact persons should be specified so that this service can provide reliable assistance.

Tip: It is best if your contact persons save the number of the CERTAS care portal so that they can immediately recognise that it is an emergency call from the person receiving care. The number of the CERTAS care portal is +41 44 505 62 63. Please note that you cannot call this number.

• In the event of an emergency, you will be connected immediately to the CERTAS care 24/7 alarm centre. 24 hours a day, 365 days a year.
• The centre will discuss with you what kind of help is needed. Depending on your wishes, a relative or neighbour will be informed – or, if necessary, professional help will be called or.
• Ideally, at least three contact persons should be named so that the emergency call centre can reliably summon help. Alternatively, we recommend taking out an intervention service with Securitas.

Tip: It's best if your contacts save the number of the CERTAS care portal so that they can immediately recognise that the call is an emergency and from the person they are helping. The number of the CERTAS care portal is +41 44 505 62 63. Please note that you cannot call this number.

You can use the CERTAS care portal to change the phone numbers of your contact persons, update your personal data and preferences or activate additional services at any time.

Please contact the service line on +41 44 637 37 10 or send us an e-mail to sales@certas.care if you wish to change any aspect of your service.

You can terminate your service at any time by giving notice in writing by e-mail to sales@certas.care or by post to Certas AG, Kalkbreitestrasse 51, P.O. Box, 8021 Zurich.

You can cancel your service at any time, subject to the notice period, by sending a written request by email or post.

We will then send you a returns form for the emergency call device.

The customer is obliged to return the device undamaged to CERTAS care AG within 30 days of cancellation.

You will receive a quarterly invoice in advance. We will waive the fees for the first and current month. You will only be charged from the first of the first full following month. The notice period is 30 days in each case.

The cancellation period is 30 days to the end of the next month.

There are no costs for calls or triggered alarms. You will be responsible for paying for the services of professional emergency services, such as the ambulance or fire brigade. These third-party costs will be covered by the insurance or health insurance company if applicable.

Depending on the area of application and insurance cover, some health insurance companies contribute to the costs of your emergency call device. You can get more information from your doctor or health insurance company. Pro Senectute and the office for supplementary benefits in your canton of residence will also be happy to advise you.

In cases of financial need, we recommend applying to the Hatt-Bucher Foundation for support. This application can be submitted through Pro Senectute or another social counselling centre.

Yes. If you receive supplementary benefits, you benefit from a 25% discount on the monthly costs. The discount does not apply to the purchase price of the device or the one-time provision fee for rental devices. The discount is granted if customers have submitted a copy of the order to receive supplementary benefits within 10 days of registration. Refunds are not possible. The copy of the order can be sent by post or electronically to sales@certas.care.

If the budget is still too tight, we recommend that in cases of financial hardship, you apply to the Hatt-Bucher Foundation for support. This application can be submitted via Pro Senectute or another social counselling centre.

1. After the contract has been signed, you will receive an e-mail from us with the link and login for the CERTAS care platform. You can register your contact persons there. The client is already stored as the first contact person.
2. Unpack the device that has been sent to you and plug the power supply into the socket and the emergency call device. The green and red LEDs flash. As soon as the flashing stops, the device is ready for use.
3. Test your emergency device and the button (range throughout the entire apartment/house/garden) with test alarms.
4. Please test the system at least once a month to test the entire system and to become familiar with its use. This does not incur any additional costs.

1. After signing the contract, download the questionnaire from our homepage www.certas.care/fragebogen and send us the completed questionnaire either by post or email. Alternatively, you can also call us.
2. Unpack the device and plug the power supply into the socket and the emergency call device. The green and red LEDs flash. As soon as the flashing stops, the device is ready for use.
3. Test your emergency device and the button (range throughout the entire apartment/house/garden) with test alarms.
4. Please test the entire system at least once a month with a test alarm to maintain a routine. This does not incur any additional costs.

You benefit from maximum security thanks to CERTAS's leading quality. The CERTAS alarm centre is certified according to the strictest security standards in accordance with EN 50518:2019. All CERTAS care systems are designed to be geo-redundant across two locations.

The emergency call devices automatically report a power failure to the control centre within a short time and at the same time start to alert the user with an audible signal and flashing lights on the device. However, there is no need to worry for the time being. The emergency call device has a rechargeable battery that ensures operation for a further 72 hours. Based on experience, a power failure of this duration will be rectified and the device will return to normal mode.

Please contact our service line on +41 44 637 37 10 or by email at sales@certas.care. Our customer service is available daily from 7 a.m. to 5:30 p.m.

Yes. The lifespan of the button cell in the button is 1-3 years, depending on the button:

• Enzo: With a little manual dexterity, you can replace the button cell yourself. The button cell is a CR2023.
• Ellis: With a little manual dexterity, you can replace the button cell yourself. The button cell is a CR2023.
• Vibby Oak: The battery compartment can only be opened with a special tool. Let us know and we'll do it for you.
• Secure: With a little manual dexterity, you can replace the button cell yourself. The button cell is a CR2025. Otherwise, you can go to any watch shop and have the button cell changed.

All our emergency call devices are technically monitored 24/7.

The CERTAS care base units work like a mobile phone with a SIM card. The emergency call button is connected to the base unit by radio (protected emergency call frequency of 869 MHz). Both technologies have no disruptive influence on pacemakers.

All our communication and data transmission systems are 100% redundant, i.e. designed for two locations, Zurich and Lausanne. All our emergency call devices are equipped with so-called roaming SIMs (they can log into all mobile networks). If a network fails, the system automatically switches to the next strongest network.