In observance of Memorial Day, the Securus Customer Care Center will be closed on Monday, May 27.  We will reopen at 9 a.m. ET on Tuesday, May 28.  All emails will be responded to at that time. We apologize for any inconvenience, and we look forward to serving you!
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Frequently Asked Questions

SecurusGPS.com- SpotLight


SpotLightGPS Support

How can we help you?
Get answers and support for all of your SpotLightGPS questions by contacting Customer Support via:
Email:support@securusgps.com
Toll-free: (866) 989-7768

Troubleshooting Questions

• What is a "Left the Primary SafeSpot" alert? What do I do if I get one?

This is an alert you receive via email or text message whenever the pet using the SpotLightGPS locator leaves the primary SafeSpot that you set up. You can find or track them using your Dashboard or by texting Spot Find <your pet’s name> to 96225, and you can update your SafeSpots in Settings on your Dashboard.

• What is an "Entered the Primary SafeSpot" alert? What do I do if I get one?

This is an alert you receive via email or text message whenever the pet using the SpotLightGPS locator enters the primary SafeSpot that you set up. You can check your pet’s location on your Dashboard, and you can update your SafeSpots in Settings on your Dashboard.

• What is a "Left the Secondary SafeSpot" alert? What do I do if I get one?

This is an alert you receive via email or text message whenever the pet using the SpotLightGPS locator leaves the secondary SafeSpot that you set up. You can find or track them using your Dashboard or by texting Spot Find <your pet’s name> to 96225, and you can update your SafeSpots in Settings on your Dashboard.

• What is an "Entered the Secondary SafeSpot" alert? What do I do if I get one?

This is an alert you receive via email or text message whenever the pet using the SpotLightGPS locator enters the secondary SafeSpot that you set up. You can check your pet’s location on your Dashboard, and you can update your SafeSpots in Settings on your Dashboard.

• What do I do when I receive a "Low Battery" alert?

When you get a "Low Battery" alert, immediately charge your SpotLightGPS device with its charger for at least 3 hours.

• What do I do when I receive an "Over Speed" alert?

This is an alert you receive via email or text message whenever your pet exceeds a speed that you set up. This may indicate that your pet has been stolen. You can find or track them using your Dashboard, or you can call 1-888-DOG-LOC8 for assistance.


SecurusGPS.com- SpotLite


SpotLiteGPS Support

How can we help you?
Get answers and support for all of your SpotLiteGPS questions by contacting Customer Support via:
Email:support@securusgps.com
Toll-free: (866) 989-7768

Troubleshooting Questions

• What is a "Left the SafeSpot" alert?

This is an alert you receive via email or text message whenever your pet leaves a SafeSpot that you set up. You can find or track your pet using your Dashboard. You can also text Spot Find <your pet’s name> to 96225, and you can update your SafeSpots in Settings on your Dashboard.

• What is an "Enter the SafeSpot" alert?

This is an alert you receive via email or text message whenever your pet enters a SafeSpot that you set up. You can find or track your pet using your Dashboard, and you can update your SafeSpots in Settings on your Dashboard.

• What do I do when I receive a "Low Battery" alert?

When you get a "Low Battery" alert, immediately charge your SpotLiteGPS device with its charger for at least 3 hours.

• What do I do when I receive an "Over Speed" alert?

This is an alert you receive via email or text message whenever your pet exceeds a speed that you set up. This may indicate that your pet has been stolen. You can find or track them using your Dashboard, or you can call 1-888-DOG-LOC8 for assistance.


eCareGPS.com


eCareGPS Support

How can we help you?
Get answers and support for all of your eCareGPS questions by contacting Customer Support via:
Email:support@securusgps.com
Toll-free: (866) 989-7768

Troubleshooting Questions

• What is a "Left the SafeSpot" alert?

This is an alert you receive via email or text message whenever the person using the eCareGPS locator leaves a SafeSpot that you set up. You can find or track them using your Dashboard, and you can update your SafeSpots in Settings on your Dashboard.

• What is an "Enter the SafeSpot" alert?

This is an alert you receive via email or text message whenever the person using the eCareGPS locator enters a SafeSpot that you set up. You can find or track them using your Dashboard, and you can update your SafeSpots in Settings on your Dashboard.

• What do I do when I receive a "Low Battery" alert?

When you get a "Low Battery" alert, immediately charge your eCareGPS device with its charger for at least 3 hours.

• What is an "Over Speed" alert?

This is an alert you receive via email or text message whenever the person using the eCareGPS locator exceeds a speed that you set up. You can find or track them using your Dashboard.


eSafeGPS.com


eSafeGPS Support

How can we help you?
Get answers and support for all of your eSafeGPS questions by contacting Customer Support via:
Email:support@securusgps.com
Toll-free: (866) 989-7768

Troubleshooting Questions

• What is a "Left the SafeSpot" alert?

This is an alert you receive via email or text message whenever the person using the eSafeGPS locator leaves a SafeSpot that you set up. You can find or track them using your Dashboard, and you can update your SafeSpots in Settings on your Dashboard.

• What is an "Enter the SafeSpot" alert?

This is an alert you receive via email or text message whenever the person using the eSafeGPS locator enters a SafeSpot that you set up. You can find or track them using your Dashboard, and you can update your SafeSpots in Settings on your Dashboard.

• What do I do when I receive a "Low Battery" alert?

When you get a “Low Battery” alert, immediately charge your eSafeGPS device with its charger for at least 3 hours.

• What is an "Over Speed" alert?

This is an alert you receive via email or text message whenever the person using the eSafeGPS locator exceeds a speed that you set up. You can find or track them using your Dashboard.


eCare+Voice


eCare+Voice Support

How can we help you?
Get answers and support for all of your eCare + Voice questions by contacting Customer Support via:
Email:support@securusgps.com
Toll-free: (866) 989-7768

Troubleshooting Questions

What makes eCare +Voice different from other medical alert devices?

eCare+Voice can track your loved ones indoors or outdoors, at home or away. Other products rely on base stations that are located in various places around the house. eCare like a phone works wherever there is a cellular signal and enables the user to click one button and have immediate contact with the emergency response center. eCare+Voice has a powerful speaker and microphone and has two-way voice communication. eCare+Voice also sends alerts to caregivers when the unit has low battery and when it is powered off.

How does eCare+Voice work?

eCare+Voice uses A-GPS and cellular triangulation to accurately pinpoint your loved ones’ location. You can view their location online 24/7 and you can also use your smart phone or cell phone to find their location. eCare+Voice also enables users to instantly connect with the emergency response center and speak with them. The emergency response center can dispatch rescue personnel or alert loved ones that the eCare+Voice user needs help.

Do low battery and power-off alerts only come via text?

Alerts can come via text message or email.

Do people with cognitive disorders need this kind of service?

eCare+Voice is useful for people with cognitive disorders because they can instantly get help if they’re lost or confused. The emergency response center has their caregivers’ contact information and the user’s full medical history, and they can also instantly see where the user is located. This helps medical personnel and loved ones quickly find the eCare+Voice user and help them. This system works indoors and outdoors, anywhere in the United States with a cellular signal. Individuals can go anywhere without the fear of being disconnected from help because they can reach specialists in an instant, anywhere and anytime.

What is A-GPS Technology?

A-GPS stands for Assisted Global Positioning System. It enhances the performance of a basic GPS's location time and accuracy. Compared with regular GPS systems, A-GPS provides much faster positioning even when GPS signal conditions are weak.

How accurate is A-GPS?

A-GPS can locate a moving object within 5 yards in most cases, depending on the signal strength from satellites and cell towers.

Why A-GPS rather than standard GPS?

A-GPS takes less power (saving battery life) and time to acquire satellite and cell tower signals and finds the user quicker. Under stand-alone GPS operation, a GPS receiver typically needs more than 30 seconds to receive the satellite position data and other satellite information required to compute a position. In weak signal areas such as urban canyons, building interiors or locations surrounded by tall trees, where the receiver has limited or no direct access to the open sky, determining a positioning can take much longer. A-GPS will shorten the time to as little as 1 second.

How much does the eCare+Voice unit weigh?

The eCare+Voice unit weighs 1.25 oz.

Is the eCare+Voice GPS locator sturdy?

The locator is durable and waterproof. Included with your purchase is a pouch that further protects the unit. The pouch easily attaches to your belt or purse strap.

Do I need a special lanyard or keychain for eCare+Voice to work?

No, the eCare+Voice unit does not require any additional accessory to work properly.

How do I charge the eCare+Voice? How long does the eCare+Voice battery last before it needs recharging? How long does it take to recharge?

To charge eCare+Voice, simply plug the AC charger into the wall and connect the other end to the charging port on the eCare+Voice unit, above the volume control and microphone. You can also use the power pad (sold separately) to charge your eCare+Voice. The power pad charges eCare+Voice when the unit is resting on the pad- no plugging is required! The battery can last up to a few weeks between charging, depending on usage. You can receive text and email alerts when the unit needs to be charged, and it charges through the A/C wall adapter or the power pad (sold separately). It takes five hours to charge the battery initially, and then it takes about three hours to charge the battery after that.

Once I register eCare+Voice, how much time goes by before the device is activated?

As long as the battery is charged, the eCare+Voice will be ready to use within minutes of activating.

How do I turn on eCare+Voice?

To turn on your eCare+Voice, press and hold the power button (above the speaker on the top of the unit) for about three seconds, until the lights on the face flash.

How do I reach the emergency care center?

Press the SOS button on the front of your eCare+Voice for a few seconds, and you will instantly be connected to the emergency care center. You can speak with a specialist through the microphone and speaker built into your eCare+Voice, and you can adjust the volume by using the up and down buttons on the side of the unit.

Is the eCare+Voice tracking website compatible with my smart phone or other mobile device?

Yes, you can access the eCare+Voice tracking website on your smart phone, and you can also download applications for your smart phone that enable you to track the eCare+Voice unit on the go.

What do I do if my locator breaks or is not functioning properly?

We offer a money-back guarantee within 30 days of purchase and a 1-year warranty.