Help & Support

1. Insert the 2 AA batteries (included in the box) and close the back cover.
2. Press the button on the sensor once. The blue light will start blinking — this means it's ready to connect.
3. On your phone, open WiFi settings and look for a network called "CheckIn-XXXX".
4. Connect to it. A setup page will open automatically.
5. Select your home WiFi network and enter the password.
6. The sensor will connect. Your dashboard will update when it does.

The sensor must use a 2.4 GHz WiFi network. Most home routers broadcast both 2.4 GHz and 5 GHz — look for the one without "5G" in the name. If you only see one network name, it's likely 2.4 GHz and will work fine.

Place the sensor in a room or hallway your loved one passes through every day — near the kettle, in the hallway, or in the living room. The sensor detects movement using passive infrared (the same technology in outdoor sensor lights), so it works best when it has a clear line of sight across the room.

If there are pets: try placing the sensor in an area your loved one regularly walks through but where pets are less likely to roam, like a hallway or kitchen bench height.

From the dashboard, scroll down to the Emergency Contacts section and tap "Add Contact". Enter their name, phone number, and email. You can add multiple contacts. When an alert is triggered, all contacts are notified at the same time.

Emergency contacts do not need a Puffin Guard account. They'll receive alerts by SMS, email, and phone call if a check-in is missed and not resolved during the grace period.

If you've changed your WiFi password or got a new router, you'll need to re-pair the sensor:

1. Press and hold the button on the sensor for about 10 seconds until the blue light blinks rapidly.
2. On your phone, go to WiFi settings and connect to "CheckIn-XXXX".
3. The setup page will open. Select your new WiFi network and enter the password.
4. The sensor will reconnect and your dashboard will update.

The sensor only supports 2.4 GHz WiFi. If you're not sure which network to pick, choose the one without "5G" in the name.

If your sensor shows as offline on the dashboard, try these steps in order:

1. Check your WiFi — make sure your internet is working and the router is on.
2. Check the sensor is powered — replace the 2 AA batteries if it's been a while.
3. Check the sensor hasn't been moved — make sure it's still within WiFi range.
4. Re-pair if needed — if you changed your WiFi password or got a new router, hold the button for 10 seconds and reconnect (see "How do I change the WiFi network" above).

The sensor will come back online automatically once it can reach WiFi again. If it's still offline after trying these steps, contact us and we'll help.

The sensor runs on batteries, so a power cut won't stop it. But it does need WiFi to check in. If the internet goes out and the sensor can't check in, we'll detect that it's gone offline and send you an alert so you're aware.

Once the internet comes back, the sensor will reconnect automatically — no action needed.

Here's exactly what happens, step by step:

1. No movement detected — the sensor hasn't seen any activity within the expected time window.
2. We reach out first — we send an SMS and make a phone call to your loved one. They can check in right from the message or call.
3. Grace period — we wait a bit longer (the grace period is configurable in settings). Maybe they slept in, or they're in the garden.
4. Emergency contacts notified — if they still haven't responded, we contact their emergency contacts by SMS, email, and phone call.

If your loved one checks in at any point (by walking past the sensor, pressing the button, or responding to the call), everything goes back to normal and no further alerts are sent.

This means the person you're a contact for hasn't been detected moving around their home within their expected schedule, and they didn't respond when we tried to reach them.

1. Try calling them — they may just be out, or have their phone on silent.
2. Check on them in person if you can — or ask a neighbour or local contact to pop by.
3. If you reach them and they're fine — ask them to press the button on their sensor or walk past it to clear the alert.

If you can't reach them and you're concerned, trust your instincts. This is exactly the situation Puffin Guard is designed to catch early.

No. Puffin Guard does not contact emergency services. It notifies the people your loved one trusts: family, friends, neighbours, or carers. They decide what to do next, including calling 000 if needed.

For direct emergency response, a monitored medical alert pendant is designed for that. Many families use both: the pendant for emergencies, and Puffin Guard as a daily safety net for everything else.

The grace period is a buffer before we contact your emergency contacts. During this time, we've already sent an SMS and called your loved one directly. The grace period gives them time to respond — maybe they were in the shower, out in the garden, or just didn't hear their phone.

You can adjust the grace period length in your dashboard settings. The default is 10 minutes.

There are several ways to check in:

• Walk past the sensor — it detects movement automatically.
• Press the button on the sensor — this triggers an immediate check-in.
• Reply to the SMS — if you've received a grace period alert, you can check in from the link in the message.
• Answer the phone call — press 1 when prompted to confirm you're OK.
• From the dashboard — tap the "Check In" button.

Any of these will clear an active alert and return the system to normal.

From the dashboard, tap "Pause". You can pause until a specific date (e.g. when you're back from holiday) or pause indefinitely. No alerts will be sent while monitoring is paused. When you're back, just resume from the dashboard.

The sensor keeps running in the background while paused, so it will be ready to go the moment you resume.

The sensor uses 2 AA batteries that last over a year. We'll email you when the battery is getting low so you're never caught off guard.

To replace them, simply open the back cover of the sensor, swap in fresh batteries, and close it up. The sensor will reconnect to WiFi automatically — no re-pairing needed.

Use standard alkaline or lithium AA batteries. Rechargeable batteries work too but may not last as long.

Yes. From the dashboard, tap "Settings" to adjust your schedule. You can change the check-in frequency, the time windows, and the grace period to match your loved one's routine.

After changing the schedule, the sensor will pick up the new settings at its next check-in. You'll see a "Schedule update pending" message on the dashboard until it syncs.

Yes. Some families place sensors in multiple rooms or in separate homes. From the dashboard, tap "Add Sensor" and follow the setup steps. Each sensor is monitored independently, so if one goes offline you'll know exactly which one.

Additional sensors are covered under the same subscription — no extra monthly cost.

The sensor detects all movement, including pets. For best results, place the sensor in an area your loved one regularly passes through but where pets are less likely to roam, like a hallway or near the kettle.

Pets won't cause false alarms — if anything, they add an extra layer of activity detection. The main consideration is sensor placement to ensure it reliably sees your loved one's movement.

After 12 months, the service continues at $19.99/month (less than $5/week). We'll send an email before the first charge. You can cancel anytime. No lock-in contracts, no cancellation fees.

You can cancel your subscription at any time from your billing page. There are no cancellation fees or lock-in contracts. Your subscription will remain active until the end of the current billing period.

You keep the sensor hardware. If you re-subscribe later, your settings and emergency contacts will still be there.

Yes. We offer a 30-day satisfaction guarantee. If Puffin Guard isn't right for your family, contact us and we'll arrange a full refund. See our Refund & Return Policy for full details.