What alerts does the Supporters App send and what should I do?

The Lumin Supporters App keeps you informed about the person on the CareHub through alerts. Most are operational — gentle nudges about the device — and shouldn't cause worry. Emergency alerts are a separate matter, covered in the article on emergency response by plan. This article covers the day-to-day alerts you'll see.

Operational alerts

Low Battery. The CareHub may have been unplugged, moved, or its battery is running low. You'll receive an alert so you can remind the person to plug it back in. Nothing dramatic — usually just a chat about plugging it in. Offline. The CareHub doesn't currently have a stable internet connection. This can happen because the home Wi-Fi has dropped, or the CareHub has been moved out of range, or there's a wider connectivity issue. There's a separate article on what to do when this happens. Back Online. The CareHub has reconnected. Sent automatically once connection is restored. Online and Offline notifications happening frequently. If you're seeing repeated online/offline messages, the device's connection is unstable. This is worth investigating — restart the home Wi-Fi router, or contact Lumin Support if it keeps happening.

Emergency alerts

If the plan is Ease of Mind, you'll also receive emergency alerts when the person on the CareHub presses the emergency button or uses a connected pendant. If the plan is Rest Assured, emergency alerts go to the 24/7 monitoring centre first, and you're informed once they've worked out what's happening. If the plan is Just Connect, there are no emergency alerts. The separate article "What happens in an emergency — by plan" explains the full picture.

What to do when you get an alert (emergency-side)

When an emergency alert arrives in the Supporters App, you have three options:

1. Acknowledge. Tap this to let the other Supporters know you're responding. Everyone gets a notification that someone is handling it. Only press this if you genuinely plan to take action.
2. Resolve. Tap this once the situation has been dealt with. Other Supporters then know they don't need to follow up.
3. Call directly. Use the Supporters App to call the person on the CareHub straight away, or use your own phone to call emergency services if needed.

Managing notifications on your phone

Lumin alerts are essentially push notifications. They follow your phone's normal notification settings.

• On iPhone: Settings → Notifications → Lumin Supporters App → make sure notifications are on, and that lock screen / banners are enabled.
• On Android: Settings → Apps → Lumin Supporters App → Notifications → make sure all categories are on. If you stop receiving alerts and you'd expected one, check these settings first.