support & advice

If you need to know about registering or updating your Public Alerts page, to report a lost card or simply have questions you need answering, call our Support Team on 03300 30 11 22 from 9am to 4pm, Monday to Friday and we'll be delighted to help!

To protect your privacy and security, whenever you contact Support we will always ask for your PIC. . .  if your card is lost, you should have made a note of your PIC on the activation letter we sent!  However, if you really can't find your PIC. . .  read the bonus content below.

<< lost PIC and your secret word >>


your secret word

This is the memorable word you set at the point of Activating your card, and our Support team will ask you for two or three characters from this word to make sure that you really are the authorised card holder before they can make any changes to an account.  If you've forgotten your Secret Word, our support team are able to read you the 'Secret Word Hint' that you also entered during Activation, which will probably jog your memory.

finding a lost PIC

If your card is lost, and you can't find your back-up copy of the PIC, we are able to search the database for Secret Words. . .  which will usually lead to your PIC!  Our Support team will do their best to help but please remember;  we can't 'bend the rules' on privacy and having to re-enter your Alert content into a new account may be the price you pay for such bomb-proof security.


about our support number

Calls to the Support number (also on the back of your MyAlerts! card) is charged at normal landline rates from anywhere in the UK and will connect you with our Support team between 9am and 4pm every weekday.

After 4pm and at weekends this number is ONLY for use in medical emergencies, when a first responder is unable to access the internet;  see the angel operators section below.

 

forgotten passwords. . .

Because we never know your name, telephone number or email address, the usual automated method of resetting a lost or forgotten password isn't possible.  Instead, when you call Support we will ask you for your PIC.  We can then confirm that you are the genuine card holder by asking you for a couple of random characters from the 'Secret Word' that you entered when you activated your card.

If you can't remember your Secret Word, we'll read you the 'Secret Word Hint' as a reminder.  Once we are sure that it's you, we'll manually clear the old password and you can simply ACTIVATE YOUR CARD again with a new password. . . whilst the content of your Public Alerts page remains unchanged!

 

replacing a lost card

If your MyAlerts! card is lost or stolen (or if you suspect that your PIC has been compromised), call Support and, after confirming your identity using your secret word, we can close that account instantly. . .  so that your private medical information remains private.

We will then re-issue you with a new card, and a new PIC, completely free of charge!  Because it is a brand new account, you will need to re-enter the information in your Public Alerts page. . .  however, on a positive note, you get another 5 years of MyAlerts! protection.

 

our angel operators. . .

Although 94% of the UK has at least 3G mobile coverage, there are going to be times when a first responder is unable to access the internet, and so can't see your Public Alerts.

In these rare instances, a first responder can call the Support number, which is manned by our volunteer 'Angel Operators' out-of-hours.  Their role is simply to open the Public Alerts page associated with a PIC, and relate the information directly to the caller.

Please do not use 03300 30 11 22 to call Support after 4pm!  Our volunteer Angel Operators have no access to the system and so cannot help with general queries.

Why not take a look at our VOLUNTEER section for details of how you can help us to promote this potentially life saving service?