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Alerts not working?

Alerts  are a feature of our Platinum with Alerts  plan,  so alerts will not be triggered on other plans.  

The exception to this is any boosted period that you  get when you first activate where (currently) we give you 90 days on Platinum with five complimentary alerts. 

If you  find that  alerts are not being received on your emergency contacts' device/s there are a number of things that you can check   to determine the cause.

Here is a checklist that should help to rectify most of the common issues with alerts not being received.

  1. Check your remaining  alert allowance
    The number of alerts will show in a small box when you log in to your ID profile - see  below
check how many alerts I have remaining
2.     Check your emergency contacts are set up correctly in your You ID Me profile. To receive alerts your emergency contacts  must have:  -
  • a mobile number with the first zero and all other preceding characters omitted 
  • The Receive SMS Alert checkbox must be selected
  • The correct country code  should be where the mobile device was purchased and registered; this is not necessarily where the phone is now or you might be travelling to
Check your emergency contacts are selected to receive text alerts
3.    Check your emergency contact numbers are correct. Only you will know this, but it is wise to double check it.

4.     Check you  have removed all   preceding characters from your emergency contacts' numbers
remove all preceding characters form your emergency contacts numbers
5.    Check you are logged out of You ID Me on the device you are testing from . You must be logged out  of your ID profile on  your  device.   If all else fails you may try an incognito window if using Chrome or  deleting cookies, clearing your cache and retrying. 
Log out of You ID Me when you want to test emergency system alerts
6.    Check the correct country code for your emergency contact is selected.  You should select the country code   for the country where the mobile device was purchased and registered.   Even if the device is to be travelling with outside of the country  you need not change the  country code in order for alerts to be received on that device.

7.     
Check that the "Show Vital ID" button has been clicked  when the  'First Responder popup ' appears when testing.  
Picture
8.     Check that the mobile phone on which you want to receive the alert is not registered  in  a currently   restricted or regulated territory.

9.     Check that the handset on which you wish to receive the alert is not in a roaming state. Our supplier  advises: - 
We cannot guarantee delivery to roaming handsets, and we suggest that you do not [set alerts] to the number of a roaming phone. We use a specific delivery route to deliver the SMS to the handset according to the Operator. This same delivery route may not deliver to the operator's roaming partner in the country where the handset is roaming.
​
While it is possible that the message could be delivered, it is also possible that it will not be delivered or that it is delivered multiple times.

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You ID Me is a subsidiary of Ahead Solutions (UK) Ltd. which is registered in England and Wales, company number 08071482 and is regulated by the Information Commissioner's Office registration number ZA171918.  You ID Me® is a registered trademark with the Intellectual Property Office.  Copyright © 2014-23 All rights reserved.
  • Activate / Update
    • ACTIVATE ID PRODUCT
    • UPDATE MY PROFILE
  • About You ID Me
    • Get started
    • What is You ID Me?
    • How You ID Me works
    • Why it's safer
    • Emergency alerts
    • You ID Me Free
    • News & Blog
  • Pricing
    • Plans
  • Store
  • Other Products
    • Life Assurance
    • EmployeeSafe
    • Walkalone