Frequently Asked Questions

Here are the answers to our most frequently asked questions. If you have a question that isn't answered here, please contact us and we'll be happy to help you with your solution; every step of the way.

Who are the products for?
Our end users range in age from teenagers to pensioners and are generally those who need a little extra help to live independently, though the system can be useful to anyone wanting to keep an eye on their home and/or loved ones. We have made our products as user-friendly and accessible as possible with the aim of them being used by a wide range people, including those with limited technical experience. If you have questions about how our products might work in conjunction with specific disabilities, send us an email – and we’d be happy to help.

Care Direct products are also for the carers. Using the app or the dashboard, carers can remotely monitor their entire caseload, saving time and making improvements to the efficiency of the service they offer. Whether you are looking for a high-level overview of a caseload of clients or up-to-the minute detailed information on an individual, Care Direct allows for a more dynamic, responsive provision of care.

Finally, Care Direct is for the family. We know it can be worrying when a family member wants to live on their own but there are concerns around them doing so. Whether your loved one is just starting out living alone or are fighting to stay in a place they’ve been for years, Care Direct is a gentle support mechanism to alleviate family concerns while allowing the user the freedom they want – a happy compromise.

How do I know I can trust Care Direct?
Care Direct Technology is brought to you by a team of software developers with decades of expertise in anonymous data collection. The Care Direct products have been developed in conjunction with the Assistive Technology Innovation Centre (AtiC) in association with Trinity St David’s University and the Welsh Government’s Accelerate Project Partnership, as well as professionals working day in and out in the care industry. We are members of the TSA, the representative body for Technology Enabled Care (TEC) Services, and trusted by local councils, the telecare industry and their users both in the UK and abroad.

Do I need to have all parts of the solution?
No. We think Care Direct works best when all the products we offer are working in conjunction with each other, but we appreciate that not all our solutions are right for everyone, so we let you pick and choose what you need. There are some inter-dependencies (check the individual product page!), and all our products necessitate that a carer, family member or other healthcare professional has the app on their smart phone to receive events.

Where does the data go?
When using Care Direct, data about the person and their home is being collected around the clock. Your information is kept securely in our highly protected cloud servers and stored in conjunction with GDPR regulations. It is accessible only by our team and the friends and carers invited to link accounts by the user. We take Data Protection very seriously and you can read more about it our product privacy policy.

In the future, we hope to be able to share anonymised versions of the data we’ve collected to academia for research purposes. Consent for this is taken as part of the sign-up agreement. Should you not wish your data to be used for this purpose, you can let us know at any time by sending an email to or you can adjust your consent in the Profile Settings section of the app.

Why do you need to know my medical condition?
Care Direct offers a VAT relief for people which chronic medical conditions. To ensure this is not being incorrectly claimed, Care Direct asks for the medical condition which entitles the user to the VAT relief. This data is not stored and is only used for the purpose of applying VAT relief. For more information read our VAT Relief information page.

Can anyone see my camera feed?
No. Care Direct cameras are not always streaming. A stream starts only in the event of an incident – a fall, asking the Hub for help or when the SOS button on the watch is pressed. This stream is secured and only available to the designated carer. It is encrypted so it cannot be hacked. Once the incident has cleared, the camera stream can no longer be accessed.

What happens if a carer is unavailable?
Care Direct relies on carers (professional or family/friends) acting as the first point of contact for the service user. Alerts are sent to their smartphone for action by them and Care Direct can bear no liability if the carer does not respond to notifications sent to their phone in a timely manner.

We know that it’s hard to monitor someone 24/7, so Care Direct allows for multiple carers to have sight of the same user. Notification alerts can be turned on or off within the app if duties are to be shared but again, liability lies with the carer to ensure that the app is being monitored.

Does Care Direct come out to my home to install my products?
No. Care Direct is simple to set up following the instructions we provide in the box; most of our customers are able to set it up themselves. 

What do I need to supply for Care Direct to work?
For Care Direct set up, each user (i.e. the carer, family and the supported person) needs a valid email address.

  • App users will need to provide their own Apple or Android smart phone
  • Care Direct will work on 4G data (e.g. using a WiFi hotspot) but a Wi-Fi connection of 10 Mbps minimum will provide a more stable service, with 20Mbps connection speed or greater recommended.
  • A socket to plug in the sensor hub (this is for users with home sensors only.) Care Direct sensors work wirelessly so ideally this socket will be centrally placed in relation to the sensors’ respective positions around the house.

I live in an area with poor reception, will the wearables still work?
Our SIMs require 4G, and work on the UK's largest network. If you are unsure, please get in touch with us and we can help identify the best solution for you.

How often do I need to charge my products?
Your Care Direct Smartwatch and Personal Alarm will need charging periodically. We recommend charging each one every night, maintaining a minimum of 20% battery at all times when in use. Both products come with a charger.

Sensors and the doorbell come supplied with batteries. These are expected to last 12 months and carers will get a notification in their app when they are running low. Please note the sensors do not emit a noise like traditional smoke detectors when the battery is low.

The cameras can be mains powered or battery operated and they are shipped with rechargeable batteries which are recharged when powered from the mains supply.

What's included in the cost?
Care Direct works on a monthly subscription basis. The hardware is bought outright at the start of the contract and a monthly payment based on the number of services used is taken. Where taken, the following services are included

  • A user account and carer/family app accounts (every subscription)
  • An unlimited number of notifications sent and received from the hardware to the app (every subscription)
  • Access to Care Direct technical support and regular updates (every subscription)
  • Text and video calls made from the SmartHub, minus any costs of WiFi or 4G connections - these are paid by the user. (SmartHub subscribers)
  • Access to the Dashboard (professional subscribers only)

I work for an organisation. Can I place a bulk order?
If you work for an organisation that can benefit from our suite of products, please get in touch with us. We’re geared to help you, and can tailor our solution to your requirements.

What if I change my mind?
We hope you don’t change your mind. If you do, however, you can always return your product to us within 30 days of receiving it, and get a full refund. The item must be returned in perfect condition with no damage to any of packaging or its contents. Please read our terms for full details.

What happens if the user passes away?
Care Direct understands that a loved one’s death can be a minefield of form filling at a really difficult time. Should the worst happen, and you need to cancel someone’s subscription, send an email to and we’ll take care of the rest. You can expect the final invoice within 30 days of notifying us.

Where can I get technical help?
Care Direct comes with instructions including troubleshooting help. However, if you’re experiencing a problem that needs an expert, you can contact our Support team on

I have a question that isn’t listed here.
If your question cannot be answered here, please send an email to and we will aim to get back to you within two working days.