Skip to content
  • There are no suggestions because the search field is empty.

Troubleshooting your LifeGuard SafetyWatch

Quick solutions for issues occurring on the LifeGuard SafetyWatch  including alarms, charging, fall detection, and screen problems.

Accidental Alarm Activation

Alarms may be triggered by clothing or bedding rubbing against the touch-sensitive screen. To stop this, INS LifeGuard can disable the screen-activated alarm feature, if required. Alarms can still be triggered manually via the side button or if a fall is detected. If you'd like INS LifeGuard to desensitise the screen, call us on 1800 636 226.

Fall Sensor Not Triggering

Fall detection works by sensing sudden acceleration followed by sudden impact. As the watch is worn on the wrist, it can be less sensitive to certain types of falls, such as slower, cushioned or interrupted falls, and therefore may not meet the required thresholds to trigger an Alarm.

INS recommends that you always press the SOS button manually after a fall if you’re able to. We would rather receive multiple alarms and know that you need help, than you need help and we are unaware.

You should ensure the watch is worn securely on the wrist. If you believe fall detection isn’t working as expected, contact INS LifeGuard so we can double check the settings for you.

Charging the LifeGuard SafetyWatch

When placing the watch on the charger:

  • Make sure the charging pins are properly aligned.
  • Check the pins are clean and making good contact. You can clean them with a damp cloth or a wipe.
  • Confirm that the charger is plugged into a working power outlet.
  • Ensure the watch is seated correctly on the charging dock.
  • If needed, try a different outlet or USB adapter.

If the issue persists, contact INS LifeGuard for support.

If the LifeGuard SafetyWatch has been charging and the screen is still blank, there are a few potential reason why this may occur.

  • The LifeGuard SafetyWatch will turn the screen off as a battery extending measure.
  • If the screen looks blank, it may just be asleep. Pressing the side button briefly will wake the screen up if this is the case.
  • It could be switched off, or the battery might be flat. To check hold the side button for about 1 minute. If it powers on, you should see a “Welcome” message.
    • If it continues to the Watch Face, you have fixed the issue and it is ready to be used.
    • If it immediately shows “Goodbye”, the battery is flat and needs charging.

Device Turning Off Unexpectedly

If the LifeGuard SafetyWatch was fully charged and you are not receiving at least a full day charge out of it, and it is turning off unexpectedly, it may be due to an issue with the Battery, or it could be related to Mobile Reception in the area you are in. The weaker the signal that is being detected, the more often it will check and the faster the battery is drained.

Please be aware, that the antenna in the LifeGuard SafetyWatch is closer to that of an older mobile phone from 20 years ago, than it is to current mobile phones and your Phones signal strength may not accurately reflect what the LifeGuard SafetyWatch is detecting.

Step Counter or Heart rate Not Accurate

Occasionally the readings may be stuck showing the same information each day. You can try restarting the watch to see whether that improves accuracy. 

The readings are not stored anywhere, are not transmitted to INS LifeGuard and are purely there for your information.

How to Reboot the Watch (Recommended Maintenance)

Just like a computer, regularly rebooting your LifeGuard SafetyWatch can help prevent software issues. To reboot the LifeGuard SafetyWatch:

  • Swipe on the screen from Right to Left. Click on Settings.
  • Swipe from the bottom to the top then click on System
  • Click on Reboot and then confirm. 

We recommend you reboot the watch monthly, or anytime you have any issues with it.

Important Notes

  • Do Not Click on the “Reset” Option. Resetting the device will cause it to delete any programming that is on the LifeGuard SafetyWatch which will prevent it from sending any alarms to INS LifeGuard. If you think the device has been reset by mistake, please contact INS LifeGuard immediately.
  • Medical ID: The information shown is default. Your actual medical data is securely stored on our servers.
  • Contacts: The contact list on the watch is not used. Emergency contacts are managed by INS LifeGuard.
  • Weather Feature: Enabling weather updates may significantly reduce battery life due to GPS not being checked until an Alarm is triggered.
  • Battery Drain: Poor mobile reception can cause the watch to constantly search for a signal, draining the battery faster.

Call if You Need Further Assistance

If you’re still having trouble with your LifeGuard SafetyWatch after trying these steps, please call our friendly team at INS LifeGuard on 1800 636 226 — we’re here to help.