Support - YourStride

Support

Troubleshooting guide: quick and simple solutions to our most common questions.

If your query is not covered in the troubleshooting tips below, please contact us using the form at the bottom of the page. Alternatively, click here to download a digital copy of our instructions.

To update your records (e.g. changing your address, named contacts, payment details or automatic falls sensitivity), you can log in and update your profile at any time. You can access your profile using the 'Log In' or 'Go To Account' button at the top right of this page.

Alternatively, you can give us a call on 020 3868 5575 (Mon-Fri, 9am-6pm) to update your details over the phone.

We have carefully fine-tuned our system to strike a balanced approach between ensuring falls are detected and minimising false alarms. However, no fall detection system can achieve a perfect balance and on occasion your watch may activate an unwanted fall alarm.

To help overcome this, your watch will state that a fall has been detected for 20 seconds before a call is placed to our monitoring team. If you don’t need assistance, you can simply do a short push of the button to cancel the call going through.

Alternatively, you are able to switch the automatic fall detection feature off if you would prefer. You can login to your account to update the settings.

Your watch may need switching on. Please ensure your watch is fully charged before pushing and holding the button down until your watch vibrates and swtiches back on.

Please follow the below steps to resolve the charging issues with your watch:

  1. Remove the plug from the wall.
  2. Remove the charging cable from the plug head and re-insert it (ensuring it is pushed all the way in).
  3. Check that the 2 golden prongs are intact and protruding on the end of the charging lead.
  4. Thoroughly clean the 2 charging contacts (small circles) on the back of your watch with a dry cloth.
  5. Put the plug into a different plug socket directly into the wall (do not use a plug extension).
  6. Attach the charging lead to the back of the watch and be careful it doesn't dislodge when putting it down.
  7. Leave your watch to charge for 2 hours before pressing and holding the button down until the watch vibrates and switches back on.

Please note it might take 15-30 minutes to show the battery charging image on the watch screen.

If your watch does not switch back on, please call us on 020 3868 5575 (Mon-Fri, 9am-6pm).

If your watch is not working correctly and you have tried charging and restarting it, please give us a call on 020 3868 5575 (Mon-Fri, 9am-6pm)

If you have limited signal in your property or local area, it is possible your watch may not be able to connect a call in certain areas.

If this is the case you will see "net fail" appear on the screen when placing a call. As signal can be very variable we suggest making test calls in each room of your property (particularly in any vulnerable areas) and places you visit regularly. This will allow you to assess how reliable your watch will be given the limited signal.

Please get in touch with us on 020 3868 5575 (Mon-Fri, 9am-6pm) if you are unsure.

Please use the contact form below with your cancellation request. Our team will respond as soon as possible.

To place an emergency or test call, Please follow these steps:

  1. Hold down the button on your watch till you hear it say 'SOS Call Initiated' (it will also display SOS on the screen)
  2. The watch will start to call the monitoring team and you will hear it ringing.
  3. When the call connects, speak into your watch and let our monitoring team know that you are doing a test call.
  4. End the call when you are ready to by pressing the button again.
  5. If you are unsure or have any questions, please contact us

If you need help with another function on your watch please either refer to the instructions that came with your watch or call us on 020 3868 5575 (Mon-Fri, 9am-6pm)

If you are not going to be using your watch for a period of time please follow the below steps to switch your watch off:

  1. Press and release the button a few times until you see 'Power Off' on the watch screen.
  2. Whilst 'Power Off' is showing on the screen, hold down the button until the watch vibrates.
  3. The watch will then show 'Bye Bye' and switch off.

When you are ready to switch your watch back on, simply push and hold the button down until it vibrates. Please note, you may need to charge it.

We really appreciate you recommending our service. Please use the form below and let us know the details of the person you would like to refer:

  1. Name
  2. Telephone number
  3. Address and/or email address

Please also let us know if we should post/email a brochure or give them a call.

To order a watch for someone else simply use the normal buying process making sure to fill out their details as the 'wearer'.

If you already have a watch and would like to use your existing account to order a watch for someone else, you can do this either through our website or over the phone. If you are ordering for someone within the same household, they may be eligible for our household/spouse discount of 50% off.

Click here to start the order process.

We do apologise if you are experiencing a delay with your delivery. We use Royal Mail as they are the most reliable postal service but on occasion there can be delays. If you would like us to track your order please let us know using the contact form below.

If your watch has been lost recently you can contact the monitoring team and they can track and/or call your watch for you. If you cannot find your watch, please call us on 020 3868 5575 (Mon-Fri, 9am-6pm).

Normally your watch should update automatically. Alternatively, you can manually update it by restarting it.

Please follow these steps to restart your watch:

  1. Press and release the button a few times until you see 'Power Off' on the watch screen.
  2. Whilst 'Power Off' is showing on the screen, hold down the button until the watch vibrates.
  3. The watch will then show 'Bye Bye' and switch off.
  4. Wait 10 seconds.
  5. Hold down the button again to switch it on.
  6. Wait 5 minutes for the time to update.
  7. Check the time.

We would advise against taking your watch abroad. This is because the monitoring team would not be able to provide you with the appropriate assistance outside of the UK. If you do decide to take your watch, please keep this in mind and avoid making any emergency calls from your watch. The time, heart rate and blood pressure monitor and step counter should continue to work as normal.

Yes, you can do this by calling our monitoring team.

It is the heart rate and blood pressure sensor on the back of your watch.

Please follow these steps:

  1. Hold down the button on your watch till you hear it say 'SOS Call Initiated'. It will also show this on the screen.
  2. The watch will start to call the team and you will hear it ringing.
  3. When the call connects, please let our monitoring team know that you are doing a test call.
  4. End the call when you are ready by pressing the button again.

If you are unsure or have any questions, please contact us using the form below or call us on 020 3868 5575.

If you are concerned that a payment hasn’t gone through, don’t worry, we won’t change or stop your service before speaking to you. Please contact us using the form below to let us know. We will get back in touch with you as soon as possible. Until then, your service will run as usual.

For any other queries. Please try restarting your watch following these steps:

  1. Press and release the button a few times until you see 'Power Off' on the watch screen.
  2. Whilst 'Power Off' is showing on the screen, hold down the button until the watch vibrates.
  3. The watch will then show 'Bye Bye' and switch off.
  4. Wait 30 seconds.
  5. Hold down the button again to switch it on.
  6. Wait 5 minutes.
  7. Place a test call to our team.

If you have tried the above and are still experiencing any problems, please complete the form below including as much detail as you can. We will get back to you as soon as possible.