Frequently Asked Questions

EmergencyLink values you as a customer and wants to provide you with the answers to your questions as efficiently as possible. We have provided the answers to some commonly asked questions below and if you have any questions at all please email us at customerservice@emergencylink.com and we will respond to you in a very timely manner.

Registration/How It Works
How do I sign up for EmergencyLink?
Is my information Safe and Secure?
How do I receive EmergencyLink ID cards?
What web browser do I need to use EmergencyLink?
How do I use the EmergencyLink Lock Screen?
How do you verify and inform my emergency contacts in an emergency?
Can residents outside of the United States and Canada benefit from using EmergencyLink?
How do I change the name on my account through EmergencyLink’s website?
How do I change the name on my account using my iPhone or iPad app?
I signed up for the site, but I am having trouble logging in.
The buttons and data fields on EmergencyLink’s website aren’t working properly on my computer.
My Internet browser says it is up to date and the buttons and data fields on EmergencyLink’s website still aren’t working properly on my computer.
My spouse and I share an email account. Can we both still sign up for EmergencyLink?
How do I create a Dependent Account on the Web?
How do I create a Dependent Account on a mobile device?
I receive an error message when I click on the confirmation link in your confirmation email.
How can I receive ID cards for my Dependent Accounts?

Personal Information
How do upload a profile photo?

How do I enter my Personal Information?

Important Contacts
How do I change / update my emergency contacts?
How many emergency contacts can I have?
How many of my emergency contacts do you contact in an emergency?
Can my emergency contacts be out of state or international?
How do I create an Emergency Contact through the website?
How do I create an Emergency Contact on one of your mobile apps?

24-Hour Emergency Response Service
How do I sign up for your 24-Hour Emergency Response Service on the Web?
How do I sign up for your 24-Hour Emergency Response Service on a mobile device?
How do I sign up a Dependent Account for the 24-Hour Emergency Response Service on the Web?
How do I sign up a Dependent Account for the 24-Hour Emergency Response Service on a mobile app?
I signed up for the Emergency Response Service. When will my EmergencyLink ID cards arrive?
I signed up for the Emergency Response Service. Will my Dependent Accounts automatically be signed up as well?

Important Records
Are my Important Records safe?
I tagged a record as having Advance Medical Directives, what does this mean?
Can I share my Important Records with others through the EmergencyLink sharing function?
Can I view my Important Records via my mobile device?

I'm Sharing With
Who can I share with?
What information am I able to share?
Can I share my “Important Records”?

Sharing With Me
When someone is “Sharing with me” what do I have to do?
How can I view the information of people who are “Sharing with Me?”

Account Management
How do I change my email address?
How do I change my email address from one of your mobile apps?
I forgot my password, how do I get a new one?
I want to change my password, how do I do this?
Do I have to enter an email address to add a new user?
What information can Customer Support access?
Will you sell my information to a third-party?

 

 

Registration / How It Works

Q

How do I sign up for EmergencyLink?

A

To create an account, please visit our home page, enter your email address, create a password, and click on the button that says "Join Now for Free." Or, if you have a Facebook account, you can simply click on the "Sign up with Facebook" button. Once you have done this, you can begin becoming completely prepared by filling out your profile information!

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Q

Is my Information Safe and Secure?

A

At EmergencyLink we believe deeply in the confidentiality and protection of your information. We have implemented many of the same protection measures used by national banks and other financial institutions. We encourage you to visit our security page and learn more about all the ways we protect your information.

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Q

How do I receive EmergencyLink ID cards?

A

You must sign up for our 24-Hour Emergency Response Service to receive your EmergencyLink ID cards.

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Q

What web browser do I need to use EmergencyLink?

A

To protect your information, the EmergencyLink web site should be used with a web browser that supports the latest security protocols. We recommend one of the following:

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Q

How do I use the EmergencyLink Lock Screen?

A

In addition to the Emergency ID Cards, our mobile Members can add an EmergencyLink Lock Screen to the front of their mobile phones. This will enable a first responder to know you are an EmergencyLink Member and to call us should you need assistance. You can add the screen saver from “settings” on your iPhone. The app can be downloaded from the footer of the EmergencyLink site. 

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Q

How do you verify and inform my emergency contacts in an emergency?

A

We use a two-step process to best verify and help you in an emergency situation:

First, we will verify the name, number and any other identifying information from a first responder on a recorded line.

Second, we will call your personal contact numbers (cell phone for example) to verify that you are not receiving calls.

Finally, if the responder is real, and you are not reachable, we will call your emergency contacts and request that they immediately call the first responder with the information we provide them.

At no point in time will the first responder, or anyone else contacting us in an emergency, be given the phone number or address of your Emergency Contact.

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Q

Can residents outside of the United States and Canada benefit from using EmergencyLink?

A

Our service has three parts. (1) The ability to store your information and retrieve it as needed, (2) the ability to share your information and (3) our 24-Hour emergency response service. For now (1) and (2) are available universally via the web or our mobile apps. Our emergency response center however is limited to the US and Canada for the time being.

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Q

How do I change the name on my account through EmergencyLink’s website?

A

In order to change the name of the primary account holder, log in to www.emergencylink.com and click on the “Personal Information” tab on the left side of the screen. Next, click on the blue “Edit Info” button and make any necessary changes to the First Name and Last Name fields. Once this is complete, click on the “Save Changes” button.

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Q

How do I change the name on my account using my iPhone or iPad app?

A

In order to change the name of the primary account holder in the iPhone or iPad app, log in and click on the "Personal Info" button. From here, click on "Contact Info" and then hit the "Edit" button on the top right corner of the screen. Add your information and click "Save."

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Q

I signed up for the site, but I am having trouble logging in.

A

The most popular cause of login troubles is improper signup. If you have trouble signing in, be sure that you have reached a confirmation page when completing initial registration.

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Q

The buttons and data fields on EmergencyLink’s website aren’t working properly on my computer.

A

The most popular cause of improperly working buttons and data fields is an out of date Internet Browser. If you experience problems with our site, update your browser.

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Q

My Internet browser says it is up to date and the buttons and data fields on EmergencyLink’s website still aren’t working properly on my computer.

A

Again, the most popular cause of improperly working buttons and data fields is an out of date Internet browser. Even if your browser says it is up to date, you can check it by visiting www.whatsmyuseragent.com If it is not as up to date as you thought, update your browser and it is likely the problems experienced on our site will go away.

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Q

My spouse and I share an email account. Can we both still sign up for EmergencyLink?

A

Primary Accounts need to be tied to a unique email address to fit in our system, but you could create a Dependent Account for your spouse from the Primary Account. To create a Dependent Account log in to the site using the email and password of the Primary Account. Then click on the “Manage Account” dropdown menu located in the top right part of the screen. Select "Manage Dependents" on that menu. Then click the blue "Add New Account" button on the right hand side of the screen, enter their information in the fields, and click “Create Account.”

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Q

How do I create a Dependent Account on the Web?

A

To create a Dependent Account on the Web, log in to the site using the email and password of the Primary Account. Then click on the “Manage Account” dropdown menu located in the top right part of the screen. Select "Manage Dependents" on that menu. Then click the blue "Add New Account" button on the right hand side of the screen, enter the required information, and click “Create Account.”

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Q

How do I create a Dependent Account on a mobile device?

A

To create a Dependent Account on a mobile device, log in to the app using the email and password of the Primary Account. Then tap on the “Accounts” dropdown button located at the bottom of the screen. Select the "+" button, enter the required information and click “Done.”

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Q

I receive an error message when I click on the confirmation link in your confirmation email.

A

The link from the confirmation email only works a single time. Therefore, after you have clicked on it once, you will receive an error message if you click on it another time. To log in to the site, visiting www.emergencylink.com and log in using the box in the upper right hand corner.

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Q

How can I receive ID cards for my Dependent Accounts?

A

Dependent Accounts need to sign up for our Emergency Response Service to receive EmergencyLink ID cards. In order to do so, log into your account, and then click on "Account Manager", drop down menu in the upper right hand corner of the screen and then select "Manage Dependents". Next, click on the "Switch to This Account" link. Fill out the fields in the registration page and click "Complete." Then click "Purchase Subscription" on the next page and follow the directions to complete your order. You can also arrive at the Emergency Response Service signup page by clicking on the red "Join our Emergency Response Service" link on the dashboard. Do this for each dependent account and when you are done, you can click on "Account Manager", "Manage Dependents" and "Switch to This Account" to return to the Primary Account.

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Personal Information

Q

How do I upload a profile photo?

A

In order to upload a profile photo, log in to the site, and then click on the Personal Information tab. Next, click on Profile Information, and then the "Edit Info." Click on the "Choose file" button and then select a file from your computer. Then, click "Upload" and a thumbnail of the file will appear. Check the box marked, "Make Profile Pic" and then the "Save Changes" button.

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Q

How do I enter my Personal Information?

A

In order to enter your Personal Information, log in to the site, and click on the Personal Information tab from your personal dashboard. From there, click on the blue "Edit Info" button, and fill in your Contact, Profile and Medical Information. Once you have completed entering your info, click on "Save Changes."

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Important Contacts

Q

How do I change / update my emergency contacts?

A

In order to add an Emergency Contact, log in to www.emergencylink.com and click on the “Important Contacts” tab on the left side of the screen. Next, click on the blue link that says "+ Add a New Contact" on the right side of the screen. Then input the data for your contact and click on the Emergency Contact box. Finally, click the "SAVE CONTACT" button and you will have successfully added an Emergency Contact.

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Q

How many emergency contacts can I have?

A

There are no limits on the number of contacts you may have. We find most people list five to ten emergency contacts.

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Q

How many of my emergency contacts do you contact in an emergency?

A

In an emergency we will call all the emergency contacts you have listed. If a contact is unreachable we will leave a message if possible and will continue to call / email them until they have been reached. We will continue to contact all your emergency contacts until all of them have been reached.

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Q

Can my emergency contacts be out-of-state or international?

A

Yes, you can list both out-of-state and international contacts. We will contact them with whatever contact information you have on file so for international contacts please be sure to list the country code.

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Q

How do I create an Emergency Contact through the website?

A

The simplest way to add an Emergency Contact on the web is to register for our Emergency Response Service. This registration process will prompt you to add an Emergency Contact that we will call in an emergency. If you do not wish to sign up for our Emergency Response Service, you can add an Emergency Contact by logging in to the site and clicking on the “Important Contacts” tab. Next, select the “Add a New Contact” button and enter in your contact’s information. When finished, check the box next to “Emergency” and click the “Save Contact” button.

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Q

How do I create an Emergency Contact on one of your mobile apps?

A

To add an Emergency Contact on one of our mobile apps, log in, then click on the “Important Contacts.” Next, click on the “Emergency” option and then press the white “+” button.

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24-Hour Emergency Response Service

Q

How do I sign up for your 24-Hour Emergency Response Service on the Web?

A

In order to sign up for our Emergency Response Service upon signing up for EmergencyLink, Fill out the fields in the registration page and click "Complete." Then click "Purchase Subscription" on the next page and follow the directions to complete your order. If you are already signed up for EmergencyLink, simply click on the red "Join our Emergency Response Service" link on the dashboard upon logging in and follow the directions on the page.

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Q

How do I sign up for your 24-Hour Emergency Response Service on a mobile device?

A

In order to sign up for our Emergency Response Service, simply tap on the “Join Now for Free” button on the screen that appears upon logging in to the app and then complete the registration wizard. You can also sign up by tapping on "Settings," then the "Emergency Response" option.

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Q

How do I sign up a Dependent Account for the 24-Hour Emergency Response Service on the Web?

A

To sign up a Dependent Account for the Emergency Response Service on the Web, visit our home page and sign into your Primary Account by entering your email address and password in the login box located in the upper right hand corner of the page. Once logged in, click on the Account Management dropdown menu in the upper right hand corner and select Manage Dependents. Next, click on the link labeled Switch to this Account. This will take you to the home dashboard of the Dependent Account you selected. Click on “Sign up for our Emergency Response Service” link outlined in red, and complete the registration wizard for our Emergency Response Service.

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Q

How do I sign up a Dependent Account for the 24-Hour Emergency Response Service on a mobile app?

A

To sign up a Dependent Account for the Emergency Response Service on a mobile app, open the app and sign into your Primary Account by entering your email address and password in the login box. Once logged in, tap the Account button at the bottom of the screen and select the Dependent Account you wish to sign up for the Emergency Response Service. Next, tap on the “Sign Up Now” button on the screen that appears and then complete the registration wizard. You can also sign up by tapping on "Settings," then the "Emergency Response" option.

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Q

I signed up for the Emergency Response Service. When will my EmergencyLink ID cards arrive?

A

Once you have signed up for our Emergency Response Service we will mail you an Emergency ID kit with an ID card for your wallet/purse, key chain fobs, a luggage tag and stickers. These IDs carry your unique account number and are how an emergency responder will know to call EmergencyLink on your behalf in an emergency. Please be sure to carry the Emergency ID Card in your wallet/purse and put the key chain tags on your key chains. For users of our mobile products, we also have an EmergencyLink lock screen.

Your Emergency ID Cards should arrive in 7-10 business days. If you lose your ID Cards please contact EmergencyLink Customer Service - customerservice@emergencylink.com and we will send you replacement cards.

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Q

I signed up for the Emergency Response Service. Will my Dependent Accounts automatically be signed up as well?

A

Dependent Accounts are not automatically registered for the Emergency Response Service. If you have Dependent Accounts, you must sign them up for our Emergency Response Service individually.

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Important Records

Q

Are my Important Records safe?

A

Yes, EmergencyLink goes to great lengths to see that your information is kept secure. You can visit our security page to learn about all of our security features.

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Q

I tagged a record as having Advance Medical Directives, what does this mean?

A

When you tag a document with Advanced Medical Directives we flag it for review in an emergency. This allows us to quickly know if you have Advanced Medical Directives and will allow us to forward that information on to a medical provider if needed.

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Q

Can I share my Important Records with others through the EmergencyLink sharing function?

A

No, to avoid users inadvertently sharing your information, EmergencyLink only allows you to share your Important Contact and Emergency Medical Information at this time.

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Q

Can I view my Important Records via my mobile device?

A

Yes, your important records can be viewed via your mobile device. Users often store pictures of their health care card, driver’s license, credit/debit cards on EmergencyLink and they can be quickly viewed if needed should you lose your wallet and need to access to such information quickly.

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I'm Sharing With

Q

Who can I share with?

A

You are able to electronically share with any Members with an email address. Simply add them via the “I’m Sharing With” tab and they will be sent an email informing them that you would like to share your information with them.

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Q

What information am I able to share?

A

Members are able to share their information in five levels:

  1. Contact and Profile Information
  2. Emergency Medical Information
  3. Emergency Contacts
  4. Medical Contacts
  5. Other Important Contacts

All emergency contacts are automatically enabled to view your Contact and Profile information, all other settings can be changed as desired on the “I’m Sharing With” page on the mobile site.

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Q

Can I share my “Important Records”?

A

No, we do not allow users to share their important records electronically.

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Sharing With Me

Q

When someone is “Sharing with me” what do I have to do?

A

You will receive an email alert that a Member desires to share their information with you. Simply accept the request and there is nothing further you are required to do. Should you ever need this Member's  information in an emergency, simply log into your EmergencyLink account via the web or mobile application and the Member's information will be available.

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Q

How can I view the information of people who are “Sharing with Me?”

A

Via the “Sharing with Me” page on the website simply click on the Member's name and you can see all the information they have elected to share with you.

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Account Management

Q

How do I change my email address?

A

You can change your email address under “Account Settings” in the Account Management” section.  Click the "Edit" tab, then click on "E-mail addresses" to see a list of all your current email addresses. To register an additional email address, enter a new address in the blank field, then click on "Save Changes".  You will be sent a new email confirmation message; once you have confirmed the email address it will be added to your account.

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Q

How do I change my email address from one of your mobile apps?

A

Currently, it is not possible to change your email address using our mobile apps. This can only be done using the website.

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Q

I forgot my password, how do I get a new one?

A

On the log-in page click the "Forgot Password?" link and you will be directed to the request a new password page.  Enter your email address here and an email will be sent containing your password reset instructions.

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Q

I want to change my password, how do I do this?

A

You can change your password under “Account Settings” in the “Account Management” section.  Click the "Edit" tab, then enter a new password and click "Save Changes."

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Q

Do I have to enter an email address to add a new user?

A

You will not be required to have an email address for your “Dependent Accounts” and you will control all information and sharing privileges of the account.

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Q

What information can Customer Support access?

A

Our customer support teams can access your “Personal Information” and “Important Contacts” only. All other information is restricted and will only be accessed in upon your death, should you have instructed us to pass your “Important Contacts” and/or “Important Records” to a third party.

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Q

Will you sell my information to a third-party?

A

EmergencyLink will not share your information with a third party. Please feel free to review our Privacy Policy and Terms of Use which are on the home page of the EmergencyLink website or via the links below:

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