Namola Help Guide

The Namola Panic Tracker

The Namola Panic Tracker


We also offer an optional standalone physical panic button with built-in GPS and SIM for the ultimate peace-of-mind — no phone needed. The Namola Panic Tracker comes with all of the benefits of Plus, in a physical button you can keep in your pocket, wear around your neck, or put on your keychain. When you press the panic button, we’ll attempt to call you back on the device itself.




Why your device is awesome?


  • It has its own built-in GPS
  • It has its own SIM card
  • It auto-answers when the Namola Operator calls
  • You can now play an active part in your safety
  • You can get help fast anywhere in South Africa without the use of your smartphone




Is the Namola Panic Tracker waterproof?


The Namola Panic Tracker is steam and splash proof. Please do treat the device as you would your mobile phone.




I have a pacemaker, can I wear the Namola Panic Tracker around my neck?


It is not suggested that the device be worn around the neck, alternative Namola Accessories are advised such as the key-ring (included in the box), wristband and belt clip.




How much does the Namola Panic Tracker cost?


The device can be purchased for R1399, once off, with a monthly subscription of R79/month. The monthly subscription includes the cost of armed response and private ambulance assistance as well as the SIM and data for the device




Family Discount


If you order more than 2 devices but less than 4 devices, we'll apply a 5% discount at checkout. If you order 4 or more devices, we'll apply a 10% discount at checkout. These discounts apply to both the up-front cost of devices/accessories, as well as a monthly subscription fee.

This discount stacks with promo codes. So, for example, if you order 4 Panic Trackers in one go AND use a promo code that gives a 10% discount, the user will get the following discounts:

  • 10% (family) + 10% (promo) = 20% discount on the UP-FRONT cost.
  • 10% (family) discount on the monthly subscription. (Remember that our promo codes only give up-front discounts.)




Prepaid devices


The device can also be purchased with a prepaid subscription for R2249 (once off). This cost includes a 12 month subscription to Armed Response, Private Medical assistance as well as SIM and data costs.




What happens when my subscription expires?


Upon the expiration of the 12 months subscription, the support team will contact you to confirm whether you would like to extend the subscription for a period of 6/12 months or if you would prefer that your card now be debited. How do I purchase the Namola Panic Tracker?

  1. The device can be purchased in the Namola App- open the Namola App
  2. Tap on the Shop tab (The Namola Panic Tracker is the first option) and;
  3. Complete checkout.




Increase of the Monthly Subscription?


We will communicate with our users if there is an increase in the monthly subscription.




Can I purchase one subscription for my whole family?


No. Each Namola Plus subscription can only be used by 1 person (the person who purchased it, or the person that the package was allocated to)




Capitec Debit Cards?


We are aware that Capitec Debit Cards do not permit a successful transaction, particularly when subscribing to the Namola Plus App Only Option. We have chatted to Capitec about this but we are unable to find a resolution. We would suggest that the user, uses an alternative bank card or a Capitec Credit Card.




How do I change my payment information?


Follow these easy steps:

  1. Open Namola
  2. Tap on the Profile tab
  3. Select “Manage your Plan”.
You may then amend their payment information. The change of payment information will affect all subscriptions purchased.




How long will it take to get my device once I have ordered it?


Shipping will take anywhere between 3-5 working days once your order has been placed.





How to use it

How do I switch the device on and off?


To switch on your device you need to hold down the [phone icon] button on the left of your device. We suggest you do this and your first test outside.

To switch the device off, you need to hold down the [phone icon] button on the left of your device and the SOS button simultaneously. You will hear it beep (or vibrate if on mute), and then the lights on the left hand side will go off.

We do not recommend switching off the device, unless you are travelling on an aircraft. Besides the fact that you just never know when an emergency will strike, constantly switching off your device can cause an error in reading your location. The more your panic device is able to “talk” to the satellites, the more accurate your location will be. We therefore do not suggest that you switch off your device, but rather keep it regularly charged.




How do I link my device?


After purchasing a Namola Panic Tracker, you will need to link the device to your Namola App. This allows the Namola operators to know who and where you are when you request assistance.




How do I send an alert with my panic device?


  • Hold down the “SOS” button: You hear it beep (or feel it vibrate if it is on mute).
  • Wait for a Namola operator to call you back: This will happen in under a minute. You will know Namola is calling when you hear your panic button ring (or vibrate if on mute mode).
  • Say hello to the Namola Operator: Your device will auto answer, so let it ring twice and then say hello to your operator on the other line.




Should I mute my panic device?


If you do decide to mute your device, your device will vibrate instead of ring. The device will auto-answer, but the Namola Operator will first need to establish situational awareness, before speaking. If the operator establishes that it is a real emergency they will send Armed Response to your location.

Reasons to mute:

  • The perpetrator will not hear you send the alert in an emergency.
  • The perpetrator will not know that Armed Response is on their way.

Reasons not to mute:

  • The ringing of your device may alarm the perpetrator and they may run away.
  • You can hear your device if you accidentally push it

Can’t decide? Have it both ways

"Manually" mute the device by holding your thumb over the speaker. (Test it! It really works.)

How do I put my panic device on mute?

  • Go to device tab
  • Click on your device
  • Scroll down to “Mute Device”
  • Make sure that the toggle is to the right and showing blue (not white).
  • Click “Done” in the top right-hand corner to save the settings
  • Please give your device a couple of minutes and then test your panic button to confirm the mute feature is working.




Will my emergency contacts be notified if I push my panic device?


You will need to add your loved ones as emergency contacts on your Panic Device (as well as the Track feature).




How do I add emergency contacts on my panic device?


  • Go to devices
  • Click on your device
  • Scroll down to emergency contacts
  • Click “Add Contact”.

If you would like your contacts to be able to track you enable the “Contracts Can Track” toggle just below Emergency Contacts




Can I track my own panic device?


Yes. Follow these simple steps:

  • Go to Track
  • Tap on your device
  • See Current Location.
  • If you would like to direct yourself to the panic device, tap “Navigate”

You can also phone the device by tapping on the phone button. (Useful if you’ve misplaced the device and need to ring it.)




Do I need to know anything else about setting up my panic tracker?


“Who will use this device” tell us who will be using the Panic Tracker. Will it be yourself, or do you intend on giving it to a loved one?

Who to contact first serves as a guide to the Namola Response Centre whether we should try calling the device first or your phone. Generally, it’s best to leave it as “This Device”.

What should I add in the special instructions page:

  • Live in a secure complex? Tell us the name and contact number of your complex security so that we can contact them in the case of an emergency at your house.
  • Have special instructions to get into your house?
    • Add a gate code that armed responders can use to get inside
    • Add a phone number to call to gain entrance
  • Giving your device to your child or an elderly parent? Give us any special instructions regarding their safety (such as medical conditions)




What should I add in the special instructions page?


  • Live in a secure complex? Tell us the name and contact number of your complex security so that we can contact them in the case of an emergency at your house.
  • Have special instructions to get into your house?
    • Add a gate code that armed responders can use to get inside
    • Add a phone number to call to gain entrance
  • Giving your device to your child or an elderly parent? Give us any special instructions regarding their safety (such as medical conditions)




Where can I add special instructions?


  • Go to devices
  • Click on your device
  • Scroll down to “Special Instructions”
  • Start typing in the blank space provided.




How can I unlink my Namola Panic Tracker?


You can remove the Namola Panic Tracker from the Namola App by following these easy steps:

  • Open the Namola App
  • Tap on the Devices tab
  • Select the linked device that you wish to unlink
  • Scroll down to the bottom of the page and select Remove Device.

The device may now be linked to another user’s Namola App.





Charging and battery settings

The Namola Panic Tracker - Charging and battery settings:


Think about what would happen to your smartphone’s battery if you switched your Google Maps App on permanently and drove around town all day. It would probably not see the end of the day. Your panic device is essentially a teenie-tiny smartphone, constantly looking out for locations from satellites in the sky to ensure that we know where you are in the event of an emergency (and so that your emergency contacts can track you if you want). If you don’t charge it on a regular basis, you may be offline when you need it the most.




How do I charge my panic device?


When placing the Namola Panic Tracker in the charging cradle, you will know if it is charging correctly if:

  • The device vibrates

  • The blue light will become static (remain on) and

  • A red light will shine on the docking station.

You can also charge the device using the USB cable provided. The port on the device is below the call button on the side of the device (where the lights flash).

Your device will be fully charged when the red light on the docking station goes off. You can also check your devices battery status using the following steps:

  • Go into the Namola App

  • Tap on the device tab

  • On your device there will be a battery icon, showing you the battery percentage.




How long will the battery on my device last?


If your device has been charged as suggested, the panic device will function accurately for a day or longer. However, bear in mind that consistently traveling with the device, will drain the battery faster than if the device were kept at home, as it is continually connecting to different satellites to attain your GPS location.




Do you have any suggestions on how I can keep my device charged?


  • Set up a charging station next to your smartphone charger, so when you pop your phone on charge you remember to pop your device into the charging dock too
  • Set up a charging station where you leave your keys. If you carry your device on your keys, just pop it into your charging dock instead of throwing those keys in the key bowl.
  • Set up a charging station at your desk. When you get to work, pop it on charge.
  • Buy extra charging cradles to ensure that you have charging stations in the most convenient of places





Testing your device

The Namola Panic Tracker: Testing your device


Testing your panic device will put your mind at ease that, in the event of a real emergency, you will know how to use it. Here are a couple of tips to make sure that you are testing and using the device correctly:

  • If you are testing for the first time, test outside

This gives the device the chance to initially link with the satellites giving Namola your GPS coordinates. After your first test outside, you can literally test it anywhere, anytime and (provided you have charged it) it will work.

  • Check that your device is charged

You can do this by going to the Devices tab in your Namola App.

  • Carry your device with you

Your panic device is for your personal safety. You never know when an emergency will strike and access to your panic device is key in keeping you safe. It is also a good idea for your device to from place to place with you, to update your real-time location. In the event of an emergency, we will be able to send you the fastest possible help from Armed response or private medical response.

  • Answer your device

Your device will auto-answer when the Namola Operator calls. It is important (especially if your device is on mute) to tell to your operator that you are just testing your device.




How do I test my panic device?


  • Hold down the “SOS” button: You hear it beep (or feel it vibrate if it is on mute).
  • Wait for a Namola operator to call you back: This will happen in under a minute. You will know Namola is calling when you hear your panic button ring (or vibrate if on mute mode).
  • Say hello to the Namola Operator: Your device will auto answer, so let it ring twice and then say hello to your operator on the other line.




How often should I test my device?


The more often the better in our minds, but we do suggest that you test the device at least once a month, to give you the peace-of-mind that should you need it, it will work.





Carrying my device

The Namola Panic Tracker: Carrying my device


Carrying your device on you could literally save your life. In an emergency there is no time to scramble in your bag or pull it out your pocket, you want to make sure that it is somewhere that is easily accessible.




Why should I not carry my device in my handbag or backpack?


This will make it hard to reach in an emergency and it may go off on its own. Rather attach it to the outside of the handbag or backpack with a keyring, so it’s easily reachable.




What about putting the device in my pocket?


It may be hard to reach in an emergency and may go off on its own.




Do you sell accessories that would help me carry my device and access it easily in an emergency?


Your device will come with a lanyard and a key ring.You can purchase additional accessories from our online shop, such as belt clips and armbands to ensure easy access to your device in an emergency.





Troubleshooting

Help! My Namola Panic Tracker is offline?


The Namola Panic Tracker will go offline for three reasons. Go through our checklist to see which one it could be:

  • Have you checked your devices battery level?
    • If yes, and your device’s battery is fully charged go to the next question
    • If no, please charge your device

  • Does your device have a GSM connection?
  • How do I check this?
    • Please go outside and take the Namola Panic Tracker with you. Switch the device off (press and hold the SOS button and call button together until the lights stop flashing) and switch the device on again (press the call button until the lights begin flashing again.
  • I have done this and it is still offline. If this is the case your devices may be offline as there is a problem with the Vodacom signal in the area or the device’s SIM card in the device has not been topped up with a data bundle.
    • Solution: Please contact Support on support@namola.com or via WhatsApp on: 063 708 4989.




Help! My Namola Panic Tracker’s location is incorrect


Switch the device off (you need to hold down the [phone icon] button on the left of your device and the SOS button simultaneously), go outside, switch the device on again and test it again. If the tracker has been off or indoors for a period of time, it will need to be rebooted outside to “talk to” the satellites.

We suggest that you carry your device with you. You never know when an emergency will strike and access to your panic device is key in keeping you safe. It is also a good idea for your device to from place to place with you, to update your real-time location. In the event of an emergency, we will be able to send you the fastest possible help from Armed response or private medical response.




What do the lights on the device indicate?


The blue light indicates the battery level of the device.

  • Steady pulse: The battery level is good and the device can be used to request assistance.
  • Constant pulse: The battery level is low and the device needs to be charged.

The yellow/green light indicates the connection to a GSM network.

  • Steady pulse, double pulse: The device is connected to a GSM network and the user can request assistance.
  • No pulse: The device is not connected to a GSM network and you will not be able to request assistance. Please go outside, switch the device off and switch it back on.





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