SmartWear Security FAQ

One year.

invisaWear shows up as not connected in your phone's settings because it's designed to optimize the battery life for both your phone and the device.

This means your device is only connected if you double press the button. Since you've already completed the setup and paired to the device, your phone will automatically re-connect once you double press your device.

: Do not un-pair or forget the invisaWear device in your phone's settings. You should be able to test your invisaWear anytime by using the page in the app so you can make sure it's working.

All invisaWear charms are sweat and weather resistant, so it should be fine if you get caught in the rain or if you're sweating from working out, but it is not waterproof or water resistant. We don’t recommend wearing it in the shower or submerging it in water.

No. The product is designed to have a long-lasting battery life so you never have to worry about charging it. Battery life depends on usage, but is covered by a warranty for one year and can last up to two years. The mobile app will notify you once your battery is running low, if you have enabled notifications.

Yes. The invisaWear accessories use a Bluetooth connection with a paired smartphone that needs to be connected to a cellular network or Wi-Fi and within Bluetooth range. For most phones, this range can be up to 30 feet or more, but it can be 15 feet or less depending on walls or other building materials, interference from other devices and other factors.

: Battery optimization must be disabled on Android phones for the invisaWear app to remain running in the background and connected to your accessory.

The invisaWear device does work internationally. If you are outside of Canada, the invisaWear will be able to send text message alerts to your emergency contacts, informing them that you are in an emergency situation.

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A rapid double button press is required in order to initiate an alert. Additionally, the button activation point is designed so that a substantial amount of pressure is required to press the button.

In the rare case that you do accidentally activate an alert, you can cancel it. Simply open your companion app within 15 seconds and enter your pin to cancel the alert. If you can’t cancel the alert in time, an agent will call or text you to verify if you are in need of assistance. You will still have the option to cancel by answering the call or text, and verifying your secure PIN to the agent.

: If you are unable to cancel the alarm and an emergency dispatch occurs for a false alarm, a fee from your municipality may apply (fire, ambulance or police services).

If you are going to engage in an activity where you have greater concern for your well-being, you can invite TELUS to track your location and check in on you.

If you selected the option to notify TELUS and the timer expires and we can’t confirm if you’re safe by phone or chat, we’ll notify 9-1-1 and your emergency contacts.

We’ll also notify you when your timer is about to expire and recommend that you keep your ringer on. However, in the event of a false alarm, a fee from your municipality may apply (fire, ambulance or police services).

: You also have the option to have your emergency contacts track you in real-time during your activity, even if they don’t have the app. They’ll receive a text message with a link to a map that can be accessed via their mobile browser until you cancel the activity tracker.

Yes. You can purchase a subscription on its own or a subscription plus accessory for friends, family or anyone you would like. When you receive an email with the unique activation code, please forward it to the person who you purchased the gift subscription for.

The invisaWear charm is made out of brass. The gold charms are plated in 14k gold, and the silver charms are plated in rhodium. The backside of the invisaWear charm is plastic so that it can be easily pressed.

Yes. This is to ensure the fastest possible response time during an emergency. We only collect the location when a request for help is triggered, and then retain that location data for 30 minutes.

Please save the following 2 numbers in your phone address book (not emergency contact list): 1-888-921-0794 and 604-227-0798 as .

Please do not call these numbers. These numbers are used for TELUS to reach you during an emergency. The first number (1-888-921-0794) is for them to call you directly, and the second number (604-227-0798) is specifically for agents to text you from.

It’s critical to keep your personal information up to date in the invisaWear app so that the best possible level of service can be provided to you when you need it most.

To update or correct your personal information, please open and/or log in to the invisaWear app and take the following steps:

The TELUS Privacy Request Center is a specialized team to assist customers with privacy inquiries and accessing their personal information. You may contact them through the following ways below:

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TELUS Communications Inc. Privacy Request Centre PO Box 2590, Station M Calgary, Alberta T2P 5J6

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TELUS uses your personal information to:

If you cannot be reached after sending a request for help, TELUS will contact emergency response services and provide your location.

: If an emergency dispatch occurs for a false alarm, a fee from your municipality may apply (fire, ambulance or police services).

Yes. You can buy a Telus SmartWear Security plan on its own by calling a Telus SmartHome agent, if you already have a working invisaWear device.

Before contacting us, please follow these steps: