I'm worried something's wrong but I haven't received an alert. What should I do?

It happens — you've got a feeling that something might be off with your loved one, but the Lumin Supporters App hasn't sent you anything. Here's how to think about it, and what to do.

Why "no alert" is usually a good sign

Lumin's alerts are designed to fire when something genuinely needs attention. No alert means the system isn't seeing anything to report. That's usually reassuring — the CareHub is online, the person is going about their day, no emergency button has been pressed. But "no alert" doesn't mean "everything is fine, definitively." It means "the things Lumin actively monitors are normal." There are plenty of moments in a person's day that Lumin doesn't see — and isn't designed to see (see the privacy boundary article).

When your worry is reasonable

Trust your sense. You know the person better than any system does. If you have a feeling that's reasonable to act on, act on it. Lumin's design is meant to support your judgment, not replace it. Common moments where Supporters reasonably check in even without an alert:

• The person was due to call you and didn't
• It's been longer than usual since you last heard from them
• They mentioned a health concern, and you'd like to check how they're going
• A family event or change in routine is happening that might be hard for them

What to do, in order

1. Call them. Through the Lumin Supporters App (video or audio), or on their CareHub number (in the Phone tile > Dial Pad if you don't have it saved). A two-minute call usually settles the worry. 2. If they don't answer, try again in a few minutes. They may be in the bathroom, on the loo, having a nap, in the garden, on another call. Give it a moment. 3. Check whether the CareHub is online. Open the Supporters App and look at the connection indicator. If the device is online, the person is in a position to answer if they choose to. 4. Reach out to other Supporters. Another Supporter may have spoken to them more recently, or be physically closer. 5. Reach out to neighbours, village staff, or care professionals, where you know them. A welfare check from someone nearby is often the right next step. 6. Contact Lumin Support. We can confirm whether the CareHub is online and whether any alerts have been raised. We can't tell you what the person is doing or where they are, but we can tell you whether the device is functioning. 7. If you genuinely believe there's a safety risk — particularly with elderly people who could have fallen and can't reach a phone — call emergency services for a welfare check (000 in AU, 111 in NZ). They can dispatch a non-emergency check if appropriate.

When to consider Rest Assured

If you find yourself worrying often, and the household is currently on Just Connect or Ease of Mind, the Rest Assured plan might be worth a conversation. Rest Assured includes:

• 24/7 monitoring centre that responds to emergency alerts before you do
• Optional Proactive Daily Wellbeing Checks ($10/month add-on) — the CareHub asks for a daily check-in, and if it's missed, the monitoring centre is alerted These don't replace your role as a Supporter, but they reduce the gap between "no alert" and "I'd like to be sure." Talk to Lumin Support if you'd like to discuss the right plan for the household.