GreatCall The 5Star User manual

User Guide

The 5Star

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1

Welcome to 5Star Urgent Response

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by GreatCall

®

With your new 5Star Urgent Response service, you’ll receive

immediate, reliable access to our Certified Response Agents who are

trained to provide help in any situation - 24 hours a day, 7 days a week.

Please read through this guide before you turn on or charge your

5Star

TM

device. This will ensure that you get the most out of your

5Star service. In this guide, you will learn about the following:

• Items in the 5Star box

• Your 5Star

• Activating your 5Star service

• Using your 5Star device and service

• When to use 5Star Urgent Response

• Setting up your Personal Prole

• Using mygreatcall.com to manage your service

• Terms and Conditions

• Health and Safety Information

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If you purchased 5Star Urgent Response for a family

member, or you are a caregiver, you should add the

GreatCall Customer Service number (1-800-463-5412) to

your personal contact list or cell phone.

You should store this phone number because there may be

some unique circumstances when you’ll need to contact

GreatCall Customer Service in case of an emergency. The

5Star Response Center can only be contacted through The

5Star device.

We welcome your feedback anytime. If we can help you be more

prepared, please write us at GreatCall Customer Service, P.O. Box 4428,

Carlsbad, CA 92018, email us at customerservice@greatcall.com or call

us at 1-800-463-5412

Best Regards,

Your friends at GreatCall

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Items in The 5Star Box

1. The 5Star

2. Battery Charger

3. Accessory Clip

4. Keychain Attachment

5. User Guide

6. Quick-Start Guide

7. Service Highlights

To help make the service more convenient for you, we also

offer other accessory options like a portable car charger

and a waterproof case. To learn more or purchase, go to

greatcall.com or call Customer Service at 1-800-463-5412.

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Your 5Star

Call Button (4)

Battery Indicator (3)

Reset Button

(on back) (6)

Microphone (1)

Speaker (5)

Keychain Attachment (7)

Accessory Clip (8)

Power Button (9)

Charging Port (10)

Service Indicator (2)

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1. Microphone – picks up the sound of your voice for calls to the

5Star Response Center or 9-1-1.

2. Service Indicator – indicates the presence of wireless coverage

and that the device is ready to use.

3. Battery Indicator – shows the device’s battery strength.

4. Call Button – allows you to call the 5Star Response Center or 9-1-1.

5.

Speaker – allows you to hear the 5Star Response Agent, 9-1-1

Operator, others conferenced in by 5Star, and voice and tone signals.

6.

Reset Button – ONLY use if you are instructed

to do so by a

GreatCall Customer Service Representative.

7. Keychain Attachment – allows you to attach the device to a

keychain or other items.

8. Accessory Clip – allows you to attach the device to a purse,

backpack, or other items.

9. Power Button – turns your 5Star on and off.

10. Charging Port – connects the Battery Charger to the device.

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By design, there is no volume control. If you’re in a location

where the device’s sounds may be disruptive, like a movie

theater, you may want to turn off your device. Make sure to

turn it back on afterwards in case you encounter an unsafe

situation. If you’re in a noisy area, you’ll need to move the

device closer to your ear or to your mouth.

Activating Your 5Star Service

To ensure that your 5Star service is activated successfully, it’s

important that you follow these simple steps when activating:

If you purchased your 5Star on a website like amazon.com, or

through a retail store, please proceed to Step 1. If you purchased

your 5Star by calling GreatCall directly or on greatcall.com, please

proceed to Step 3.

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Do not turn on or charge your device until you have set up

your account. If you turn it on prior, the device will fail to

activate. If the device failed, power off and start with Step 1.

Step 1: Gather required information before activation

To ensure that your activation process goes smoothly, you will need to

have the following personal information ready when activating your

service.

• Your name, address and phone number (your address must be a

physical, U.S. based address, not a Post Ofce Box)

• The billing address, if different from your physical address

• Your email address

• A valid credit card or debit card

• Name and phone number of at least one emergency contact

• The 7-digit serial number located on the back of the device (Note:

the entire 11-digit serial number is also located on the side of the box.

Please only use the last 7 numbers for activation.)

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Step 2: Go online or call to set up your account

The best way to set up your account is online at:

www.greatcall.com/5StarActivate.

There will be a discount on your

activation fee for activating online.

Once online, follow these steps:

1. Enter device serial number and account information.

2. Enter all required payment information.

3. Enter an emergency contact.

4. Review customer emergency contact, charges and payment

information.

5. Conrm account setup.

Make sure to make a note of your account number.

If you are a GreatCall customer and would like to add a 5Star to your

account, do not have access to the internet, or you need to activate

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more than one device, call 5Star Activation toll-free at

1-800-675-

0158. Be sure to have your information from Step 1 handy.

Step 3: Turn on your 5Star to activate

Now that your account is set up, your 5Star can be turned on for the rst

time. To complete activation, follow these simple steps:

1. Remove the sticker from the back of your device and press the

Power Button.

2. After a few moments, you will hear a voice prompt saying

“Setting up 5Star, please wait” followed by “Welcome to 5Star.”

If you do not hear “Welcome to 5Star” after 10 minutes, it may

be necessary to reboot the device. To reboot, press and hold

the power button for at least 5 seconds (or until you hear

“Powering off”). Once the device is off, press the power button

again. You will hear “Setting up 5Star, please wait” repeat

several times as the device activates. After a few minutes you

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will hear “Welcome to 5Star,” confirming the 5Star has

been activated and is ready for use. If you do not hear the

“Welcome to 5Star” voice prompt after 10 minutes, please call

the 5Star Activation team at 1-800-675-0158 for assistance.

3. The Service Indicator on the top of your device will begin

blinking green, indicating the device is working properly.

4. Once the device is turned on, you’ll soon receive a phone call on

your 5Star conrming your activation. Simply press the Call

Button to answer the call.

Congratulations! Your 5Star service is now activated.

The device is not ready for use until you hear “Welcome to 5Star”

and the service indicator is blinking green.

If you hear a voice prompt saying “Unable to activate. See

User Guide,” you should call GreatCall Customer Service

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at 1-800-463-5412 for assistance with completing the

activation process

Keeping your 5Star charged

It’s very important to always keep your 5Star charged and with you, so

you will have immediate access to help.

Out of the box, the device is

only partially charged. It’s important that you fully charge your device after

activating:

1. To charge, plug the large end of the Battery Charger into a

standard wall outlet and the small connector into the device with

the word “Up” facing up. You will then hear a tone.

2.

The Battery Indicator will blink green during the charging

process. Once fully charged, it will remain solid green.

3. Unplug the Battery Charger. You’ll hear a tone and the Battery

Indicator will turn off to save power.

4.

When the battery is low, the Battery Indicator will ash red and

you will hear a repeating tone to charge. The tone will repeat more

frequently as the battery level decreases.

5.

If the battery loses all of its charge, the device will power off. The

5Star will power back on when it is connected to the Battery

Charger.

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Battery Indicator

Service Indicator

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Please remember that our 5Star Agents are helping other

customers with real situations. If you feel the need to press

the Call Button to make a test call, please wait on the line for a

5Star Agent to answer and simply advise them you are making

a test call. If you press the Call Button and hang up, they

will treat your call as an emergency.

Using your 5Star and 5Star Service

This section of the User Guide will help you understand how to use

the 5Star and get the most out of the service.

Turning on your 5Star

1. Press the Power Button. The Signal and Battery Indicators will

be solid green.

2. After a few moments, you will hear a tone and a voice prompt

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“Welcome to 5Star.” The Service Indicator will begin blinking

green, indicating the device is powered up and working properly.

3. If the battery is charged, the Battery Indicator will be off, saving

power.

We recommend keeping your 5Star on at all times and

charging it overnight so you can always have immediate

access to help in any situation.

Making a test call

There are two ways to make a test call:

1. Online: We recommend sending a test call to your device by

logging into mygreatcall.com.

• If you do not have a MyGreatCall account, you will need to

create one. Visit mygreatcall.com, click on“Register” and

follow the easy steps.

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• Once logged in, you will be brought to the “5Star

Overview” page.

• Click on the “Send Test Call” button.

2. Call:

You can also call GreatCall Customer Service at

1-800-463-5412

to have a test call sent to your device.

Calling 5Star

1. Press and release the Call Button. You will hear a voice prompt,

“Calling 5Star” and you will be greeted by a 5Star Agent.

2. When speaking to a 5Star Agent, hold the 5Star at a

comfortable distance and speak normally into the device’s

microphone.

3. To end the call, press and release the Call Button again. You will

hear a tone and a voice prompt “Call Ended.”

If you end the call before speaking with a 5Star Agent, you

may get a call back to ensure that you are safe.

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Calling 9-1-1 in an emergency with your 5Star

1. If you are experiencing a critical emergency and need to call 9-1-1

directly, press and hold the Call Button for at least 5 seconds until

you hear “Calling 9-1-1 Now,” then release the button.

2. To end the call, press and release the Call Button. You’ll hear

a tone and a voice prompt “Call Ended.”

• 9-1-1 Operator Call Back

If you called 9-1-1 on your device, the 9-1-1 Operator may

have the ability to call you back on your 5Star. If you

receive an inbound call, the device will ring. Press the Call

Button to answer, then again to hang up.

• 9-1-1 Call Follow Up

After you end a call with 9-1-1 emergency services from your

5Star, you may receive a call from a 5Star Agent to see if you

need any additional assistance.

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Connecting with a live nurse

As a 5Star customer, you have access to unlimited health advice

from experienced, registered nurses in English or Spanish, 24 hours

a day, 7 days a week.

To access a live nurse:

1. Press the Call Button.

2. When a 5Star Response Agent answers, ask to be connected

to “LiveNurse”.

3. The agent will connect you to a nurse.

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Turning off your 5Star

1. To turn your 5Star off, press and hold the Power Button for at

least 5 seconds.

2. You will hear a voice prompt that says “Powering Off.” The device

is now off.

Please remember to power off your 5Star while on an

airplane.

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GreatCall The 5Star User manual

GreatCall The 5Star User manual

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