Frequently Asked Questions (FAQs)
How do I cancel a service?
To cancel a service fully subsidised by your community, please click here to complete the online cancellation form. Co-funded watches are the responsibility of the resident to cancel. Click here for more details. The watch and all included ...
Can the watch battery be replaced?
No, the watch battery is built to last for the lifetime of the device and is not replaceable. If you believe the battery performance is faulty, please contact our Technical Support team for assistance. Remember: regular nightly charging is important. ...
Does the watch interfere with pacemakers or hearing aids?
The watch occasionally emits small electrical signals (e.g., for heart rate monitoring), which may interfere with pacemakers. We recommend users consult with their healthcare provider if they use a pacemaker. The watch does not interfere with hearing ...
What equipment is included with the watch?
Each box includes: 1 x SOS Watch 1 x USB magnetic suction charging cable 1 x Wall power adapter (for Australian standard power points) This article's audience is for Senior Living Operators only. For myhomefone retail consumer support, click here for ...
Can I get a longer charging cable?
Yes. A USB Male-to-Female extension cable can extend the charger’s reach, for example, from a bedside table to a distant power point. Extension cables are available at electronics retailers like JB Hi-Fi, Officeworks, or Harvey Norman. We recommend ...
How often should the watch be charged?
We recommend placing the watch on its charger every night (at bedside) when going to bed and putting it back on upon waking. A fully charged watch can last up to two days, so there is no immediate concern if a night’s charge is occasionally missed. ...
Are Alarm Incident Reports available?
Unlike fixed home-based systems, SOS Watches are designed to provide safety and peace of mind wherever the wearer goes—whether they’re at home, the local shopping centre, or travelling interstate. Due to this mobility, community-specific response ...
What colours are available? Can I change the wristband?
To keep the service affordable and eligible for government-subsidised programs, the watch is available exclusively in a universal black colour. Residents can, however, personalise their watch with a different wristband of their choice. We recommend ...
What is the warranty period for the watch?
The watch is rented to you for the life of your service agreement. In the rare case a malfunction occurs, we will exchange the device under this rental agreement. This article's audience is for Senior Living Operators only. For myhomefone retail ...
Where can the watch be used? What is the coverage range?
The watch works anywhere in Australia with sufficient Telstra mobile network coverage. This coverage may not always be available and is subject to change by the Network Operator. The watch uses various technologies to provide location data with an ...
Who pays for ambulance call-out fees?
myhomefone or Medicare does not cover ambulance call-out fees. There is no national ambulance provider; hence, the way ambulances are billed varies across states and territories. Users are responsible for ensuring they have appropriate ambulance ...
Is the watch water-resistant? Can it be worn in the shower?
Yes, the watch has an IP67 rating, meaning it is water-resistant in fresh water up to 1 metre for 30 minutes. It is generally safe to wear in the shower, but we recommend avoiding exposure to hot water, steam, soaps, shampoos, and high-pressure jets, ...
Where can I find the watch's serial and IMEI numbers?
The serial and IMEI numbers are located on the underside of the watch’s box. Keeping the box safe is recommended, especially if you manage multiple devices or if the watch needs servicing or cancellation. To locate the IMEI number on a watch, swipe ...
How do I change the watch face style? Can I switch to a 12-hour time format?
To change the watch face style: From the main screen, tap and hold to open the available options. Swipe left or right to browse through the available watch face options. Tap to confirm the design you prefer. Please note: Some watch faces may not ...
Can I save contacts for making standard calls?
The Contacts (Phonebook) feature is not currently available. It is planned for a future update and may become accessible depending on your community's commercial arrangements. The Dialpad feature will allow users to dial any number and is only ...
Is the Personal Alarm Watch Suitable for My Community?
The DX-9mw Personal Alarm Watch is a lightweight, personal emergency response device designed to enhance the safety and independence of your residents. Weighing just 18 grams, this watch provides 24/7 access to Daktel Australia’s dual Grade A1 ...