Frequently Asked Questions - YourStride

Frequently asked questions

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Frequently asked questions

Ordering your watch

You can place an order through our website or give us a call on 020 3868 5575 if you would prefer to order over the phone.

Yes, you will be asked whether you are buying for yourself or for someone else when you are placing your order.

Our YourStride watch is £59.99.
Our 24/7 monitoring service is £17.99 per month.

Automatic fall detection can be switched on for an extra £2 per month.

For more information on what this includes, please see pricing.

If you have a long term condition, you are eligible for VAT relief. This means you are charged VAT at 0%. This applies for any long term condition including arthritis, diabetes and high blood pressure. To get VAT relief, simply complete your details during checkout.

We accept all major credit or debit cards. After completing your order, you can log in to view your bills and make changes at any time.

We will typically start setting up the same day that you will complete your profile. It will be posted the following day, first class with Royal Mail. For more information, please see Shipping And Returns.

No, all emergency call minutes and data needed to use the watch are contained within your simple monthly payment.

Yes. We offer 3 guarantees:

  • 12 month guarantee against any manufacturing defects.
  • 30-day money back guarantee. Return your watch within 30 days and get a full refund.
  • Works straight out of the box. Your watch is set up with your details by our team in the UK.

Named Contacts

After you place your order, you will be directed to your (or the person you are buying for's) profile. Here you can update the wearer's details and add contacts. You can log in and update this at any time.

You can add as many as you like!

You can either log in and update your details at any time or give us a call and we can make the changes for you over the phone.

We would recommend adding 2 or 3 contacts that are nearby and have a key to your home. Often this is a neighbour, friend or family member.

If you don't have any suitable contacts, we would recommend installing a key safe. A key safe is a secure box that stores your keys in it and you access them using a code.

You cannot ring other numbers directly. We've found that it's always best to have an experienced elderly care team that are available 24/7 to help, especially in emergencies. Family and friends can't always be ready or available in these situations like our team can. Family and friends should be listed as emergency contacts to be contacted by our staff if needed.

Absolutely, we can securely store your details and will provide them to the emergency services if they need to get in to help.

Getting help

Our experienced care team will assess the situation and determine the best course of action. This can be anything from a phone call through to contacting next of kin or an ambulance.

The watch sends an estimate of your location and makes a call to our monitoring team. They are on hand 24/7 to help and can contact next of kin or make arrangements to send someone to you.

Absolutely! We use a TSA accredited monitoring centre based in the UK. This means our team are trained to the highest possible standard in how to triage different emergency situations. Our centre brings 30 years experience in handling over 17,000 calls a month.

When a call comes in from the watch we will talk to you through it to understand the nature of the emergency. We will then alert the most appropriate emergency service or named contacts to help.

Yes, the watch connects to the strongest network in the area. This reduces blackspots to an absolute minimum.

97% of the UK's roads and 90% of all indoor locations are covered (Ofcom 2017). We encourage you to make test calls to our team in your first week and will happily refund you if your home is not covered.

Normally within 30 seconds of activating the SOS button (99% of the time).

Our company

We have worked with older people for the last ten years. Often we saw pendants hung on the back of doors or squirrelled away in a drawer. We found that people just didn't want to wear a big red button and be stuck at home in a ‘safe zone’. So we came up with the YourStride watch. For more details on our story, please see our story.

We set off on our mission to build an alarm service that people could be proud of in 2017. After a couple of years of extensive testing and development, we launched the service in January 2019. We are proud to be the highest rated service in the UK supporting thousands of people from Penzance to the Outer Hebrides and saving lives.

YourStride has been brought to life thanks to the support of many organisations and individuals across the country including; The National Lottery Community Fund, UnLtd (The Foundation for Social Entrepreneurs), Design Council, Centre for Ageing Better, South West AHSN and Resonance.

Our head office is in central London and we have teams all over the country (and World). From our monitoring team in Essex to fulfillment in North London to our QA team in Hong Kong.

The wearer

Anyone can use the watch. We have customers from age 11 to 100 and it's used for all sorts of different reasons, from people simply worried about accidents at work to people with rare diseases.

Yes, many of our customers use hearing aids.

Yes, many of our customers have pacemakers. You should follow the NHS guidance for mobile phones.

YourStride watch

Around 2 hours to go from 0 to 100%. For more info please see our watch

The watch is small and lightweight. The main body is 55mmx32mmx15mm and it weighs just 49 grams. More information here: our watch.

We are channeling Henry Ford. You can have any colour that you like as long as it's black.

Yes, they are a standard fitting (18mm spring bar) so you can get them changed at any jewellers. It is also possible to change them at home with a pin if you have a strap you already want to use.

Here's a quick video explaining how to change watch straps yourself. However, if you're not sure about any of the steps involved, we would recommend having them changed by a jeweller.

We’ve worked hard to make the watch as small, light and comfortable as possible. We use a specialist soft silicon strap so it’s also vegan!

Yes, the watch can be set up for automatic fall detection. This can give you extra peace of mind knowing that the watch can automatically make an emergency call when it detects a hard fall. The sensor detects serious falls with a heavy impact. When a fall is detected, the watch will vibrate, and "fall detected" audio will play, reassuring you that our 24/7 monitoring team are about to be alerted.

Like many similar systems on the market, it cannot guarantee detection of all falls as it is dependent on the amount of impact it senses.

You can add or remove fall detection from your watch at checkout or by contacting the team.

To call for help, simply hold down the SOS button for 3 seconds. You will hear the watch say 'SOS call initiated' and then you will be connected to our 24/7 monitoring team. You can then speak to them through the watch.

Yes, you can take a look at a detailed specification here: Watch Details.

It is the same volume as a phone on speaker.

  • YourStride watch, fully charged, tested and ready to use
  • Charging cable and plug
  • Instructions

Yes, the watch can withstand splashes from rain or while washing up. However, we advise against using it in the shower. This is due to the openings for the speaker and microphone that enable you to have a 2-way conversation through your watch wherever you go.

yourstride watch yourstride watch

Watch £59.99 one-off

Service £17.99 per month

There are no hidden fees or unexpected costs. We offer a full, 30 day money back guarantee and you can cancel at any time on our rolling monthly plan.

As well as making SOS calls the watch tells the date and time, counts your steps and measures heart rate and blood pressure.

UK based 24/7 monitoring team accredited to the highest possible standards. Our centre brings 30 years experience in handling over 17,000 calls a month.

Choose automatic fall detection to get extra peace of mind. When a hard fall is detected, the watch will vibrate, and "fall detected" audio will play, reassuring you that our 24/7 monitoring team are being alerted.

Add as many contacts to our system as you would like to. You can update or change them online or over the phone, any time.

You can make as many calls as you need to our emergency monitoring team. The YourStride watch can connect to any mobile network in the UK to maximise coverage.

Your watch arrives in the post, set up and ready to use. It is completely standalone so there's no landline, Wi-Fi or smartphone set up involved.

On the monthly plan, you can cancel at any time with 30 days notice. There's no minimum term and you are not locked in to give you the most flexibility.

Return your watch within 30 days for a full refund, no questions asked.

All prices exclude VAT as 95% of our customers are eligible for VAT relief.

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Anything else?

Anything else?

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