The refundable deposit is for the equipment and it will be held until the end of the 2 year contract agreement.

The deposit will be refunded to you at the end of the 2 year contract agreement should you wish to end the subscription to ConnectedLife Independent Living Solution. In the instance where you renew the contract with ConnectedLife, this deposit will be carried forward to the subsequent 2 years.

The billing cycle will only begin once installation is complete.

Your credit card will be charged monthly on the same date as installation.

Upon registration, ConnectedLife will call you in 3-5 days prior to installation date to confirm delivery and installation time. It will take around 30 mins to get the system up and running. It is recommended that the older adult and their family are present during the installation as we would be going through all the functions of the system with you.

You are able to make changes any time up to 72 hours prior to the initial scheduled installation date. Any changes made later than 72 hours will not be applied, and the initial scheduled installation date will hold. Penalty fees apply when no one is at home when ConnectedLife’s engineer turns up on the scheduled installation date.

Once you’ve placed your order, ConnectedLife will send you a confirmation email detailing a checklist of things to prepare before installation. Also, 72 hours prior to the scheduled installation date, ConnectedLife will send you a final installation reminder via email.

There is a minimum contract period of 24 months when signing up for the ConnectedLife Independent Living Solution with the option of renewal at the end of the contract period. If you wish to terminate before the end of the contract period, early termination fees apply.

We are saddened by your loss. In the unfortunate event where the older adult passes on, a compassionate termination will be applied and we would require the Certified True Copy of Death Certificate as supporting document. Early termination fees do not apply in this instance.

The contract will be terminated at the end of 2 years, and there will not be any automatic renewal. If you wish to continue the service after the end of 2 years, we will require you to sign on a new contract. Our friendly staff at ConnectedLife will get in touch with you when your contract is about to end.

Please contact us at hello@connectedlife.io

The system is non-intrusive (no camera-based or audio-recording sensors are used) and the sensors (installed on the walls) only pick up passive movements, so it does not compromise the older adults’ privacy, and they can go about their daily routine without any changes or disruption.

No, existing WiFi is not required in the home. Our hub comes built in with cellular connection for households that do not have WiFi to ensure that the collected data will be sent to our cloud for analytics.

Yes. The hub needs to be switched on at all times so that data from the sensors captured is not lost and will be continuously sent to our cloud for analytics.

ConnectedLife has stringent installation procedures and quality assessment testing to ensure that all sensors are working before our engineer leaves your home. For crucial functions e.g. emergency button, we will test it on site to ensure that all notifications and call flows are running properly. Only once all of our tests have passed, do we close the installation and begin the service. Then on, ConnectedLife monitors the status of all of the sensors in the home. If there is any issue, our team will contact you to address the issue.

Our engineers place the devices in the most optimal location. Please do not move them as that will affect the data collected and accuracy of the analysis. If you have any issues with the device placement, please contact us at hello@connectedlife.io.

There could be varying reasons why you received the hub down notification. If the main switch of the hub is turned off, simply turn it back on.

When the device is running low in battery, simply replace the battery by following the instructions in this video

The sensor batteries last around 6 months. You will receive an app notification when the batteries in the devices reach 20% and less.

If the device suffers hardware failure or a manufacturing defect, it will be replaced without charge. However, if the device is lost or has been damaged due to negligence or misuse, there may be an additional hardware charge to replace the device.

Upon installation, additional devices can be added to the system by our technicians upon request and evaluation. Additional hardware charges apply to your monthly subscription fee.

You may only purchase or add on ConnectedLife approved devices which requires configuration to the hub. Installation of new devices after purchase will be performed by our engineers. Currently the ConnectedLife system is a managed system and we are exploring self installation by users and more recommended connected devices for future updates to the system.

The ConnectedLife app is available for download from Apple iTunes and Android Google Play Store.

When you open the app, choose “Principal Companion” only if you are the paying primary caregiver, otherwise choose “Invited Companion” if you are the older adult or invited secondary caregivers.

• For First-Time Users
  • First time users are provided with a default one-time password sent as a text message via mobile phone. You must sign-in with your mobile number and the one-time password provided. Upon successful sign-in, you will be prompted to create your new password.
• For Repeat Users
  • Repeat users sign-in with their registered mobile number and newly created password.

• Notification
  Meaning
• Emergency Button
  Emergency button was pressed and older adult is in distress. Caregivers are immediately notified to acknowledge message within 15 minutes that responsible action will be taken, otherwise 24/7 Personal Assistance will be triggered.
• Bathroom Inactivity
  Last movement detected was in the bathroom and there has been no movement detected in the rest of the house for a specified timeframe afterwards.
• Updated Rest Time
  Total rest time from the night before.
• Water Leak
  Standing water (leaks) has been detected.
• Smoke
  Smoke (fire) has been detected.
• Hub Down
  The Hub is not functioning optimally and there may be varying causes for it.
• Low Battery
  Battery in the sensor has reached 20% or lower.

Only the paying primary caregiver i.e. “Principal Companion” would be able to add secondary caregivers under Settings > Access Permissions. Up to 4 secondary caregivers can be added and granted full access to the data of the older adult that is being cared for.

Make sure you have a good mobile signal and your device is not in ‘do not disturb’ or ‘airplane mode.’ Both iOS and Android have these settings that can block alerts and notifications from being received.

Double-check that you’ve allowed ConnectedLife to send you notifications. In your mobile device’s settings, verify that you’ve enabled this feature and that the specific notification style for the ConnectedLife app meets your preferences.

Enable iOS notifications:

• Tap the Settings app.
• Tap Notifications.
• Scroll down and tap the ConnectedLife app icon.
• Make sure the Allow Notifications toggle is green.
• Make sure the Show on Lock Screen toggle is green.
• Make sure Alert Style When Unlocked is set to Banners or Alerts.

Enable Android notifications:

• Navigate to the Settings app.
• Tap Apps.
• Tap ConnectedLife.
• Select Show notifications.

It is to provide older adults with peace of mind knowing that unwavering care and support are available at any time, especially during times of distress when their family and caregivers are unavailable.

We will activate an automated call back to the older adult’s landline or mobile phone to verify that the button pressed was not a false alarm.

If the older adult does not pick up the phone or confirms that they are having an emergency, family and caregivers are notified immediately to take responsible action. Family and caregivers will need to acknowledge the notification within a timeframe of 15 minutes, otherwise it will be escalated to the 24/7 Personal Assistance team.

In the instance where family and caregivers are unable to acknowledge the notification within the 15 minutes timeframe, the 24/7 Personal Assistance team will try to get in touch with the older adult to ascertain the situation and determine if it is required to escalate to national emergency services.

The service cost has already been included into your monthly subscription fee of S$25 per month. Additional cost incurred from the activation of national emergency services such as but not limited to ambulance, police, SCDF, will be borne entirely by you.

No, there is no option for opting out because the 24/7 Emergency Response & Personal Assistance is part of the ConnectedLife Independent Living Solution. Fret not as we have ensured that sufficient steps are in place such that the service will only be activated in real emergencies.

You can contact support.data@connectedlife.io or 9145 1576 to request access to your personal data. You are required to submit evidence of your identity for verification purposes before the request can be processed.

We reserve the right to refuse to provide you access to the personal data in the case of exceptions as stated in the Fifth Schedule of the PDPA.

You can contact support.data@connectedlife.io or 9145 1576 to make a request to correct an error or omission in the personal data held by ConnectedLife. You are required to submit evidence of your identity for verification purposes before the request can be processed.

We reserve the right to refuse corrections to the personal data in the case of exceptions as stated in the Sixth Schedule of the PDPA.

As of 1 September 2019, the full NRIC number of the older adult is no longer required by ConnectedLife except for the issuance of the Personal Accident Insurance Coverage by Aviva which is part of the Independent Living Solution.

ConnectedLife will not collect and store full NRIC numbers, but only the last 4 digits e.g. 123A upon sign up. This will serve as confirmation of our customer’s identity throughout their subscription with us. Our friendly installation staff would only require to perform a visual check of the NRIC to confirm the last 4 digits and the identity of our customers during installation.

To be eligible for the Personal Accident Insurance Coverage for older adults below the age of 80, only Aviva would require to collect and store your full NRIC number.

Yes, our customers have the option to opt out of providing their full NRIC number. What this means is that our customers will not be eligible for the Personal Accident Insurance Coverage by Aviva even if they are below the age of 80, because the full NRIC number is required by Aviva in the issuance of the insurance coverage. Customers will still qualify for the rest of the Independent Living Solution except the Personal Accident Insurance Coverage, and ConnectedLife will only retain the last 4 digits e.g. 123A to serve as confirmation of our customer’s identity throughout their subscription with us.

ConnectedLife will remove existing customers’ full NRIC numbers from our records, and only retain the last 4 digits e.g. 123A to serve as confirmation of our customer’s identity throughout their subscription with us.

For healthy people an INR of 1.1 or below is considered normal. INR range of 2.0 to 3.0 is the effective therapeutic range for people taking warfarin for disorders such as atrial fibrillation or a blood clot in the leg or lung. In certain situations, such as having a mechanical heart valve, you might need a slightly higher INR.

Rescan the encryption key or consult a doctor.

No, the Coagucheck device won’t get unregistered when choose to unpair the Bluetooth device.

No, the CoaguChek device won’t get unpaired from mobile Bluetooth devices.

You can only upload the most recent data to the system.

INR values will be abnormal.

Yes, you can upload.

Yes, you can register multiple CoaguChek devices with your account.

Please follow the instructions in our INR tutorial video for iOS.

• For the first-time users
  First-time users unpair the existing mobile device from CoaguChek device and pair with a new mobile device having ConnectedLife health app.
• For Repeated users
  Repeated users have to unpair the existing mobile device from CoaguChek device, de-register the device from ConnectedLife health app and unpair it from mobile Bluetooth devices. Then re-register the CoaguChek device for proper functioning.

Unpair CoaguChek device from mobile Bluetooth devices and try connecting again.

Please follow the instructions in our INR tutorial video for Android.

Yes ,you should unpair the mobile device from CoaguChek device.

You can unpair the existing mobile device from CoaguChek device and pair with a new mobile device having ConnectedLife health app.

Unpair CoaguChek device from mobile Bluetooth devices and try connecting again.