Frequently Asked Questions
Answers to common questions about setup, features, and care
Browse FAQ Topics:
Getting Started
Theora Link Pro™
Cell Service Questions
Troubleshooting
Theora Connect™ Basics
Calling the Watch
Additional Information About Your Theora Care™ Watch
Care Team
Battery
Theora Smart Fall Detection™
GPS Monitoring
Safe Zones™
Watch Band
Payment
Shipping
Getting Started
Which smartphones are compatible with Theora Link Pro?
Theora Link Pro supports both Apple® iOS and Android® devices. Download “Theora Link Pro™” via Google Play™ or the Apple® App Store.
How do I check cellular coverage areas for my Theora Connect
Theora Connect works in the USA, Canada, and Mexico. Call our customer support team for coverage in your area at 512-371-6164.
Theora Connect Basics
Charging the Theora Connect wearable
Your Theora Connect will need to be charged daily, just like any smartwatch or mobile/cell phone. Charging only takes 1-2 hours. With our new voice-first charging feature, the watch will tell you when you have the watch correctly connected to the magnetic charger, and it is charging. Note: If the watch is completely out of battery, it will not sound until it has a minimal charge. For more information, click here.
How to turn on the Theora Connect wearable
The wearable has two buttons (the SOS button and the power button) on either side of the watch face. When looking at the watch (as if on your wrist), the red SOS button is on the left side and is labeled “SOS.” The power button is on the right and is grey. Press and hold the grey power button for 3 to 5 seconds until you see “Theora Connect” appear on the screen of the watch face.
What do the icons mean?
For a full list/description, check out our detailed FAQ here.
Fall Detection
What happens when a fall occurs while wearing a Theora Connect watch?
If you have Smart Fall Detection enabled, and a fall occurs, and there is no response, a call will be made to the programmed SOS number, and all caregivers will be notified in their Theora Link Pro app that a fall occurred. If the wearer cancels the alert, then no alert will be sent. The watch will NOT call 911.
Do I need to purchase Smart Fall Detection when I purchase my watch?
No, you can always add Smart Fall Detection later, either through the Theora Link Pro app or by calling customer support at (512)-371-6164.
I just got my watch, and it's asking me if I've fallen. Why?
Smart Fall Detection is not 100% accurate, and sometimes false falls will be detected.
How can I test fall detection on my Theora Care watch?
You can test the watch by dropping your Theora Care watch from shoulder height. Select yes when the watch asks if you’ve fallen, or wait for the watch to call the SOS number on its own.
GPS Monitoring
Is there a distance limit for monitoring?
The watch will work in the US, Canada, and Mexico. A caregiver can monitor the loved one from anywhere in the world as long as they have Internet access.
Finding your loved one in real time
In case you need faster updates than the standard every 15-minute location update, Live Location lets you receive updates every 3 minutes for 30 minutes. This feature is for locating someone who may have wandered outside a Safe Zone or off the property (You can also always update the map on the home screen for an updated location). To enable Live Location:
- Open the Theora Link Pro Smartphone App
- Select the care recipient
- Select Live Location – now you will receive updates every 3 minutes for the next 30 minutes
Safe Zones™
How quickly will I be alerted if my loved one enters a Safe Zone?
Under normal operations, the watch updates its location every 15 minutes to conserve battery. While in Live Location, the watch will update its location every 3 minutes. Additionally, the Safe Zone can be associated with your WiFi network and will trigger an alert as soon as the WiFi connection changes.
How small can I make my Safe Zone?
The smallest Safe Zone you can set is a 300 ft radius. You can connect your Theora Connect™ smartwatch to your home WiFi, which will set a Safe Zone™ to the smaller area covered by WiFi. When the watch enters or exits the WiFi connection, you will receive an alert immediately. Watch the video here.
How many notifications will I receive when the watch enters and exits a Safe Zone?
Care team members will receive one notification when the Theora Connect watch exits a Safe Zone and one notification when a Safe Zone is entered. You will receive the notification in a banner alert on your cell phone and under notifications in the Theora Link Pro application.
Creating Safe Zones
Open your Theora Link Pro app and log in. Click on settings at the bottom of the screen and select Safe Zones from the four buttons on the page. From there, you can add a Safe Zone by clicking the “create a Safe Zone” button or remove a Safe Zone by selecting a previously created Safe Zone and deleting it. Or watch this tutorial video for step-by-step instructions here. No Link?
Theora Link Pro™
Setting up the Theora Link Pro App and connecting the Theora Connect wearable
The quick start guide you received in your shipment will help get you set up and started with your Theora Link Pro app. If a follow-along video is easier, click this link. If you are still having trouble, contact our support team at 512-371-6164, and they will be happy to help get things set up!
Navigating the Theora Link Pro App
Our guide for all things Theora Link Pro and Theora Connect can be found here. If you prefer video, we have Theora Link Pro app navigation tutorials for both Apple® users and Android® users. As always, if you have any questions, our support team is here to help. Call anytime during CST business hours at 512-371-6164.
How to download the Theora Link Pro app?
You can download the “Theora Link Pro” app via Google Play™ for Android® users or via the Apple® App Store for iPhone users.
Connecting your smartphone with the Theora Connect wearable
From the Theora Link Pro app Main Menu, click on “Add a device”. Scan the QR code or enter it manually. If you need help or someone to walk you through, contact our support team at support@theoracare.com or call 512-371-6164. For more information, check out our PDF guide here.
Adding guest users
Guest users will need to download the Theora Link Pro app and create their own account before you invite them to your care team. Once they have the Theora Link Pro™ app downloaded and have created an account, go into your Theora Link Pro app. Find the 3 lines icon in the upper left-hand corner and tap it. Go to “Contacts” and tap the plus sign in the upper right-hand corner of the screen. Fill out their information to send them an invite. They will need to open the invite email they received. Have them scroll through the email and tap on “Join the team”. Then they can return to the Theora Link Pro app and log in. After filling out the information, scroll down and toggle the switch by the wearer’s name and enable.
Calling the Watch
How to use Quik Connect?
In the Theora Link Pro app, click on the device’s profile on which you want to use Quik Connect. Then tap the Quik Connect icon. Quik Connect sends a signal to the watch to call your smartphone, auto-connecting you and the wearer. When you are finished speaking with your loved one, hang up or tap the icon again to end the call.
The SOS button - how to use it and what it does
The SOS button can be used by the care recipient by pressing and holding the side button marked “SOS” on the left side of the watch face until the timer is up. When the SOS button is pressed, it calls the primary caregiver and sends all contacts a notification that the SOS has been pushed. When connected, the primary caregiver can speak directly with their loved one to assess the situation and send help if needed.
Does the watch wearer need to answer the watch?
Yes and No, if an SOS call is initiated or a fall is detected, the wearer doesn’t need to do anything.
If the caller uses the Quik Connect button on the Theora Link Pro™ app, they can connect to the wearer without the wearer needing to answer.
If using the standard call feature, the wearer will be given the option to answer the call or decline.
Additional Information About Your Theora Connect Watch?
Can I use my own SIM card or cellular service for the watch?
No. The watch is designed to work with our SIMs and carrier providers only.
How do I troubleshoot my watch?
Our support team is here to help you. If you need additional troubleshooting, please call support at 512-371-6164.
Is the Theora Connect water-resistant?
The Theora Connect is IP67, which is water-resistant. It should not be worn while swimming. The warranty does NOT cover water damage.
How long does the battery on the Theora Connect watch last?
The battery lasts anywhere from 18-24 hours, depending on the strength of the cell signal in the area. The battery will deplete faster if the watch is in a bad signal area. We recommend you charge your Theora Connect daily.
Can the battery in the watch be replaced?
No, it cannot be replaced. The battery lasts around 2 to 3 years.
Care Team
How many contacts/caregivers can I add to my loved one’s “care team”?
Unlimited contacts can be added to your loved ones’ “care team”. If you have any questions, our support team is here to help at 512-371-6164.
How many people can I have listed on my care team?
An unlimited number of users can be added to your care team.
Watch Band
What is the watch band made of?
The strap is made out of TPU (Thermoplastic polyurethane plastic), and the band is not changeable. The only color offered at the moment is black.
Can the watchband be replaced or exchanged for a different band?
The band cannot be repaired or exchanged for another band. The band is specifically made and molded to the watch. We do not repair watch bands.
How long is the watch wristband?
We offer two wristband lengths, a shorter (standard length) that measures 5 ¼ “ to 7” and a longer option that measures 6 ¼ “ to 7 ¾ “. Both of the wristbands have the option to add on an extender that adds ½ “ to either band.
Can the locking clasp be unlocked by the watch wearer?
Yes, it can. The clasp is designed so that it needs to be unlocked with a special “key” that we provide. However, if the wearer is determined to remove the watch, it is possible to remove the watch without the “key”. If you decide that the locking clasp is too difficult or unnecessary, you can ask us for a non-locking clasp.
How to lock/unlock the locking clasp
A step-by-step video on how to lock/unlock the Theora Connect locking clasp is here.
How to adjust the wristband
The wristband should be snug – but not tight – on the care recipient, so it doesn’t hang or move easily around the wrist. To resize the wearable strap, larger or smaller, lift up on the wristband and disengage the hook – then slide the band in or out to make the wristband smaller/larger. See our video tutorial for a step-by-step visual instruction: here
Cell Service Questions
Why do I get charged the monthly fee and activation before I have received the watch?
Like your cell phone, the charges start the minute we activate the SIM in the watch. We activate the SIM right before we ship the watch so that we can test that it’s working and is ready to go when you receive it.
Will I incur long-distance charges if I use the app to call the watch?
The watch will be assigned a US-based phone number. We will never charge you for calls to the watch. Refer to your telecommunication provider for any fees or charges that they may apply.
How to find your Theora Connect’s phone number?
Your Theora Connect’s phone number is on a sticker inside the Quick Start Guide and on the box, but if those are not at hand, you can easily find the number in the wearable. Tap the watch face to size down the home screen, tap the gear icon. Your wearables’ phone number will be shown just under the “User Settings” button.
Troubleshooting
How do I reboot my Theora Connect watch?
In rare circumstances, the watch may become unresponsive and will need to be rebooted. If that occurs, hold down the power button (right side of the watch) on the opposite side of the SOS button for 30 to 45 seconds. Continue holding down the button till the green power symbol comes on the screen, then let go of the button, and the watch will reboot. Contact Support at (512) 371-6164 if your watch becomes unresponsive and needs to be rebooted. NOTE: Accidentally rebooting the watch will not harm the watch.
I tried to call the watch, and it told me to set up a voicemail.
There is no voicemail on the watch. This message is simply the default message and means the call cannot be completed/connected at that time due to a poor cell signal. Please note: The watch is much smaller than a typical cell phone, so even though your cell phone has service, the watch may not be able to catch a signal at that time or in that area.
Extended Warranty
We are pleased to offer an extended warranty beyond our standard 12-month warranty. This warranty includes “advanced exchange,” where we will send you a replacement watch before you need to send back the defective one. This is to ensure you will not be without a device at any time. Click here to learn more and what the extended warranty offers.
Payment
What is the monthly subscription payment for, and how do I cancel my subscription?
Looking to update your payment information? Go to My Account, and you can enter your new details there. Or if you prefer, you can call 512-371-6164 for customer service and support M-F 8 am-5 pm and Sat 10 am-4 pm central time, and someone can assist you.
What is the monthly subscription payment for, and how do I cancel my subscription?
Your Theora Service covers cellular, support, and everything you need for the Theora Connect Watch to provide you with peace of mind. You can cancel your subscription anytime by calling support at (512) 371-6164 or emailing us at support@theoracare.com.
Shipping
How long will it take to receive my watch?
When we receive your order, we will process your order within 24-48 hrs. When the order is shipped, you will receive an email with the tracking information. The watch will be shipped via FedEx 2 Day. If you are ordering from Canada, shipping will take longer.
Why does Theora Care ship with a “signature required”?
Our default shipping is with “signature required” to ensure your loved one receives the wearable. After many of our customers experienced “porch pirate” events, we changed our default shipping to ensure you get your wearable with no hitches. If you want to have your wearable shipped with no signature required, you can change the shipping when you order, just know that there is no protection if something were to happen to your wearable.
Battery
Checking Theora Connect`s battery life
On the dashboard, you can see each wearable’s battery life next to its name. As the primary caregiver, you will receive a low battery notification on your smartphone app when the watch needs to be charged. You can also check the battery life on the watch or when placing it on the charging cradle. Our watch has a feature called “shake to wake.” This feature is a battery-saving tool that will have the watch face look black when your loved one is going about everyday life and activities. If they twist their wrist to look at the watch, it will “wake,” and the screen will light up. Don’t worry, all the same features and notifications work with “shake to wake” enabled; it is just preserving your battery life.
What do the colors of the lights on my charger mean?
Red means the watch is charging. Green means the watch is fully charged. The charger will go back to being red if the watch is left on the charger after it has fully charged. There are two ways to check the charge on the watch: Lift the watch off the charger, and the voice prompt will tell you if the watch is fully charged. Or remove the watch from the charging cradle and press one of the side buttons if the time is not on the face of the watch. Then, swipe on the face of the watch from top to bottom (12 to 6 o’clock position.) Flashing yellow on the charging cradle means the watch is not seated properly. Reset the watch on the charger and make sure it’s seated snugly. The SOS button should be facing up. Be sure the cord is firmly attached to the charging port. If the watch still isn’t charging, gently wipe the metal dots on the back of the watch with a cotton swab and some alcohol, then replace the watch on the charging port.