Issues with the Alert app

The most common difficulties you may encounter with your Alert app.

Access requests for iOS 13 and above

iOS 13 introduces several changes to location data and permissions.  As such, we’ve modified the Alert app to be in line with these new requirements. First, it’s important to know that the Alert app only uses your location to send your GPS coordin...

Pairing Embrace with a different account

You can pair Embrace with only one phone and one Alert App account at a time. If you'd like to pair Embrace with a different Alert App account, you need to unpair (disconnect) Embrace from the previous Alert App account first.   Follow the steps b...

Trouble pairing Embrace

If your Embrace is charged, placed close to your smartphone, Bluetooth and Internet connection are on and you still cannot pair your Embrace watch, try the following steps:   ANDROID DEVICES 1. Make sure you have the latest Alert App 2. Enable loc...

Transferring data from the Alert App

Normally, data travels from your Embrace to the Alert App, to our cloud for processing, and then to the Mate App. The data stored in the Alert App won’t be sent to our cloud server if your phone isn’t connected to the Internet. You can check the ...

Trouble with Embrace Light & Vibration

If you cannot  turn off /on the Light & Vibration, please try any of the following tips:   Force stop the app (iOS, Android) and relaunch it.   Turn Bluetooth off and back on. Turn Light & Vibration off and back on.    If the issue is not reso...

“No internet connection” status

If you are connected to the internet, but you still see the no internet connection notification, you should enable and disable Airplane mode. If using cellular data, check to see that you have an active connection. If you’re using WiFi, try to di...

“Bluetooth off” status

This means that Embrace is no longer connected to your phone via Bluetooth and alerts cannot be sent to Caregivers.   To resolve, go to your phone’s general settings and activate Bluetooth.  Embrace should reconnect automatically after a few secon...

“Embrace not found” status

If your Embrace is charged and close to the paired smartphone but the error message Embrace not found is displayed in the Alert App, please follow these steps: Turn off Bluetooth on your paired smartphone and turn it back on. Force close the app ...

Alert Not Sent

Alert not sent occurs if there was a seizure detected, but Embrace was not able to send the alert due to the following reasons: Bluetooth disconnection: Embrace wasn’t connected to the paired smartphone so it  couldn’t send the Alert. See: Embra...

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