Help & diagnostics

Open Care plan and choose + Add to Plan. Pick Prescription for a medicine, or Medical Instruction for the doctor's other instructions. Type it in, take a photo of the label or papers, or upload a file. What you add waits under Needs review. Open it, check the name, dose and times against the papers, then approve it.

The Doses taken tile counts the doses that had reminder calls in the last 30 days, and shows how often the answer was that the medicine was taken. A yes on the reminder call or a follow-up call counts as taken; a no, or a reminder nobody answered, counts as not taken. Test calls, doses still in progress and as-needed medicines aren't counted, and History's Missed doses and the Doctor summary PDF count the same way. Green is 80% or more, amber 50-79%, and red under 50%. The line under the tiles names the medicines it counts. A dash (—) means nothing was counted, not that no doses were taken: the line under the tiles says why. An as-needed medicine can still get daily reminder calls; the line says how many got a yes, and History lists them tagged as needed: not counted.

Reminder calls ring the protected person's own phone at the times set on each approved medicine, and come from their Protect & Assist number. No reminder calls are made during the quiet hours set on the Reminders tab, or when the medicine's Reminder Calls switch or the "Reminder calls to" switch on the Reminders tab is off. The first reminder call of the day also asks the wellness check-in question, "How are you feeling today?". When a medicine's expiry date has passed, its card says Expired and asks "Still taking it?". Its reminder calls stay on until you choose Keep reminders or Stop reminders. If the answer is "no" or "not sure", we may call back after the wait you set, up to the most calls you set. If the last call about a medicine ends without a yes, everyone on the family list with alert texts on may get a text.

Approving moves the item into the plan. If it has reminder times, reminder calls about it may start at those times; the approve window says when and to which phone before you choose. A new prescription is checked against the other medicines in the plan, and if that finds a possible interaction that wasn't reported before, family members with alert texts on may get a text. You can turn an item's calls off, or remove it, at any time.

On the Care plan's Plan tab, choose Doctor summary (PDF) for the last 30 days. To pick the dates, open More, choose Doctor summary (PDF), pick Last 30 days, Last 6 months, Last year or your own dates, then choose Download the doctor summary. It lists the approved medicines and medical instructions, possible interactions, doses taken and missed, and wellness check-ins. It also lists the family contacts' names and phone numbers, so share it only with people who should see them. It's a reference summary, not medical advice, and Protect & Assist is not an emergency service.

Medical history lists the protected person's medical events in date order: medicines, reminder calls, wellness check-ins, and the doctor visits, test results and notes you add. Help paying for care asks a few questions and shows which programs may help; only each program can decide who qualifies. Both are linked at the bottom of the Care plan, in its More menu, and under Care tools in the menu.

Open Care plan, choose Needs review, and open the item. If the photo is still saved, choose Read the photo again (or Read the file again). If it's no longer saved, the window says so. Either way, you can choose Add a new photo, choose Edit and type what the label or papers say, or choose Remove this item. Don't guess doses or times.

An account can exist without a linked billing profile. Settings shows that state without sending you to a nonexistent support team. When payments are not enabled, the site cannot accept a new payment or activate a paid line. Changing cards or repeating checkout will not fix provider configuration.

Provider acceptance is not proof of device delivery or reading. Check Settings > Family > Notifications for the phones and computers getting alerts, and Care Plan > Reminders for preferences. Check notification permission on the actual device. The dashboard inbox preserves account alerts even when push delivery fails.

Open Phone setup and check the saved callback number. Complete the actual carrier and device checks before changing forwarding. Do not use forwarding that sends every call away: it can also divert the callback. No software check can confirm that the physical phone rang.

The assistant can explain verified account state, open pages, highlight controls, and propose changes. Review proposed values before saving. It cannot change your carrier settings, supply missing payment-provider credentials, approve medical instructions for you, or guarantee delivery. If it can't fix a problem, it can send the problem to our support team for you. You'll usually see an update in your notifications, and when a person is needed, they get in touch.