Question 1

What do I do if devices are no longer needed?

Accepted Answer

Contact Alcove Support to arrange collection. Email: Ask@youralcove.comPhone: 02039661121

Question 2

What information should I provide when contacting Alcove support?

Accepted Answer

Client name, your name, your relationship to the client

Question 3

How do I report a fault with one of my devices?

Accepted Answer

Contact Alcove SupportEmail: Ask@youralcove.comPhone: 02039661121

Question 4

Why did I not get an alert or notification?

Accepted Answer

Make sure you are logged into the app and your settings allow you to receive notifications from the App.Check the device/s are online and their battery level.If you have checked the above and are still experiencing issues, please contact Alcove Support.

Question 5

How do I update my notification preferences?

Accepted Answer

Contact Alcove SupportEmail: Ask@youralcove.comPhone: 02039661121

Question 6

What if I forget my password?

Accepted Answer

Click on the forgot password link or contact Alcove Support.Email: Ask@youralcove.comPhone: 02039661121

Question 7

Can more than one family member use the app?

Accepted Answer

Yes, you can have as many people using the App as you like. Having access to the App doesn’t mean you are a responder getting alerts, you can access the app just for data review or for video calling.

Question 8

How do I reconnect a device to Wifi?

Accepted Answer

First, ensure your Wi-Fi is working and the device is powered on. Most devices may reconnect automatically once the connection is restored. If the device remains offline, please contact Alcove Support for assistance.

Question 9

How do I know if one of my devices is offline?

Accepted Answer

If one of your devices goes offline, you'll usually see a notification in the Alcove app and the device status will show as off in the Apps Device section and under Device Status.Devices can go offline due to a loss of power, internet connection, low battery, or because they are out of range of the hub. If a device remains offline for an extended period, Alcove may reach out to you to help get the device back online. Please reach out to Alcove Support if you are aware of a device being offline that you are unable to resolve on your own.

Question 10

Why am I not receiving alerts or notifications?

Accepted Answer

Check that you are still logged into the Alcove app. Check that notifications are enabled for the Alcove app in your phone's settings. Ensure you have a stable internet connection and that the relevant device is online. If notifications are still not arriving, try restarting your phone. If you have forgotten your password, or are unable to resolve the issue, please reach out to Alcove Support.

Question 11

How do I resolve alerts?

Accepted Answer

Open the alert within the Alcove app and review the details. Once you have checked on the situation, you can mark the alert as resolved. Resolving an alert helps keep your alert list up to date and lets other connected family members or responders know that the alert has been acknowledged.

Question 12

Can I temporarily pause alerts?

Accepted Answer

Low battery and device offline alerts cannot be paused or edited, as these are technical alerts used to support device maintenance. However, if you would like any non-technical alerts to be set up, edited, deactivated or reactivated, please contact Alcove Support, who will be happy to help.

Question 13

Who can see alerts and activity from my devices?

Accepted Answer

Alcove, the Local Authority who referred the equipment, and responders who have been granted access to the Alcove app can view alerts and activity information. To add, update, or remove responders, please contact Alcove Support.

Question 14

What if I cannot get a device back online?

Accepted Answer

If you have checked the power supply, internet connection, and device batteries and the device is still offline, please contact Alcove Support. Our team can help troubleshoot the issue and arrange a replacement or collection if required.

Question 15

Don't see your question?

Accepted Answer

Contact Alcove Support.Email: Ask@youralcove.comPhone: 02039661121

Question 16

How do I change who receives alerts?

Accepted Answer

Contact Alcove SupportEmail: Ask@youralcove.comPhone: 02039661121

What do I do if devices are no longer needed?

What information should I provide when contacting Alcove support?

How do I report a fault with one of my devices?

Why did I not get an alert or notification?

How do I update my notification preferences?

What if I forget my password?

Can more than one family member use the app?

How do I reconnect a device to Wifi?

How do I know if one of my devices is offline?

Why am I not receiving alerts or notifications?

How do I resolve alerts?

Can I temporarily pause alerts?

Who can see alerts and activity from my devices?

What if I cannot get a device back online?

Don't see your question?

How do I change who receives alerts?

Frequently Asked
Questions

If you would like more information about any of the services we offer, please get in touch.

What do I do if devices are no longer needed?

What information should I provide when contacting Alcove support?

How do I report a fault with one of my devices?

Why did I not get an alert or notification?

How do I update my notification preferences?

What if I forget my password?

Can more than one family member use the app?

How do I reconnect a device to Wifi?

How do I know if one of my devices is offline?

Why am I not receiving alerts or notifications?

How do I resolve alerts?

Can I temporarily pause alerts?

Who can see alerts and activity from my devices?

What if I cannot get a device back online?

Don't see your question?

How do I change who receives alerts?

Frequently Asked Questions

If you would like more information about any of the services we offer, please get in touch.

Frequently Asked
Questions