Common questions from families
Everything you need to know about how TeleSafeguard supports your family.
How often does Grace call?
That is what the plans are. Basic is 1 check-in call a week, on a weekday you pick. Plus is 3 check-in calls a week — Monday/Wednesday/Friday or Tuesday/Thursday/Saturday. Advanced is 6 check-in calls a week — one every day, Monday through Saturday. Advanced Plus is 12 check-in calls a week — twice a day, Monday through Saturday: a full morning check-in and a brief evening call. On every plan you choose the time of day, in your loved one's own timezone.
Why don't you call on Sundays?
Grace calls Monday through Saturday. We keep Sundays clear on purpose, because at the bare minimum you should call your loved one once a week — and honestly, you should probably call more often than that. Sunday is the day we reserve for you.
Can I change the day or time later?
Yes. Email support@telesafeguard.com or ask through the customer portal and we'll move the call. Changing days stays within your plan's options — one day a week on Basic, and one of the two three-day patterns on Plus.
What number will the calls come from?
Grace calls from (844) 623-2122. Save this number as "Grace TeleSafeguard" on your phone and on your loved one's phone. That way the check-in shows up by name, so your loved one knows to answer and it isn't mistaken for spam.
What happens during the call?
Grace, our AI companion, has a friendly conversation and gently asks about mood, medications, sleep, routine, and overall wellbeing — never as a quiz, always as a natural chat. Afterwards, an AI-written summary notes anything your loved one mentioned that may be worth following up on.
What if my loved one doesn't answer?
If a call is missed, Grace tries again up to twice within the hour. After two missed attempts in a row, we send you a text and an email saying we couldn't get through, so you can check in yourself. TeleSafeguard does not call you, alert emergency services, or send anyone to check on your loved one when a call is missed. Summary emails can be delayed or fail to arrive. If you're worried about your loved one, contact them directly or call 911.
Who receives the updates?
The account owner receives an email summary after every call, and depending on your plan you can invite additional family members to receive the same email summaries .
What if something needs immediate attention?
TeleSafeguard is a routine wellness check-in, not a monitoring or emergency service. After each call, the email summary tells you how the conversation went and anything your loved one mentioned that may be worth following up on. In an emergency, always call 911.
Is this a medical monitoring or emergency service?
No. TeleSafeguard is a wellness and companionship service. It does not diagnose conditions, is not a medical device, and is not a substitute for emergency services or a medical-alert pendant. In an emergency, always call 911.
Does a doctor or nurse review the calls?
No. Calls are handled by Grace, an automated AI assistant, and summaries are generated by AI. No physician, nurse, or clinician reviews calls or summaries, and using TeleSafeguard does not create a doctor–patient relationship with anyone at TeleSafeguard.
What if my loved one mentions a health problem during a call?
Grace is not a medical professional and does not give medical advice. If your loved one describes something that sounds urgent, Grace will tell them to hang up and call 911 — but Grace may not recognize every emergency, and TeleSafeguard does not notify anyone in real time. Summaries are sent after the call and may be incomplete or inaccurate.
How can my loved one stop the calls?
Anytime, any way: tell Grace "stop calling," email support@telesafeguard.com, or ask you to cancel. We'll stop the calls promptly.
Is my loved one's information private and secure?
We take privacy seriously. Call data is stored with reputable providers that use encryption, and access is limited to people who need it to run the service. No system is perfectly secure. TeleSafeguard is not a HIPAA-covered service. See our Privacy Policy.
Does my loved one need a smartphone or app?
No. That's the point. Grace calls any regular phone — landline or mobile. There are no apps, logins, or passwords for your loved one to manage. They just answer the phone.
How long are the calls?
Every check-in call is up to 4 minutes — long enough for a real conversation about mood, medications, sleep, and routine, short enough to stay a welcome part of the day rather than a chore.
How does billing work?
Every plan has a simple weekly rate, and you pay for it in the block you choose — 4 weeks, 3 months, 6 months, or a year at a time. Your card is charged once per block and the subscription renews automatically until you cancel. Setup takes about ten minutes.
What if I cancel partway through?
You can cancel anytime, from your billing portal or by emailing us, and we refund every whole week you've paid for and haven't used, at the weekly rate you paid. Calls continue to the end of the week in progress, and the refund goes back to your original payment method, usually within 5 to 10 business days. We don't ask for a reason. The exact policy is in our Terms of Service.
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