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Where do I find my "enrollment code"?

If you finish registering for your access to the SaveLifeID web site using the Register button on the savelifeid.com home page, you need the code so we can be sure you are the correct person who should have access to the account we created with your medical information.  The enrollment code is generated for you when you are signing up in the doctor's office, and the office staff who sign you up are responsible for giving it to you.

Your enrollment code should have been written on the outside of your SaveLifeID welcome packet envelope before it was handed to you in your doctor's office.  (If you did not sign up for SaveLifeID with a doctor's office, then you don't need an enrollment code). 

If you received an envelope from your doctor with Welcome information in it, but there is not a code written on the envelope, then contact your doctor's office and ask them to get it for you.  Or, if that is difficult, you can look for the registration email or text message we sent that includes a direct registration link you can click to complete the process without needing the enrollment code.

 

How can I connect to more of my medical information?

Entering all of your medical information by hand can be tedious and time-consuming and possibly even error-prone. It's also hard to remember every detail, and put it in terms a medical professional will quickly understand in an emergency.

SaveLifeID Premium Medical Data can help! 

SaveLifeID Premium Medical Data connects you directly to your participating doctors' medical records, as many doctors as you like in a single subscription.

Finding out which of your doctors are available

Before you subscribe, you'll want to see if your doctors are participating and available. First navigate to the Premium Data Page using the "Import Med Info" menu at the top of the screen:

 

On the Premium Data page, you will see a big button to "Find & Connect Your Doctors" and a button to "Subscribe".  Before you subscribe, first click the "Find & Connect Your Doctors" button to search for your doctors. If you find enough of your doctors in the directory, then subscribing could be worthwhile for you.

 

 

The Find button opens a dialog to help you connect to your "Providers".  Providers means your doctors and health-care providers who have your medical records.  To see if one of your doctors is available, click "Add a provider"

 

 

This brings you to the screen where you can try to find your doctor.  All you need is your doctor's name and the zip code where you received the care. 

 

 

The zip code doesn't have to be exact -- as long as you give a zip code within 20 miles or so it should be good enough.  If you don't know even a zip code nearby, try searching online using your doctor's name, or look on a business card or bill.  Or just call.  Once you've typed in the information, hit search and you'll see a list of clinics, hospitals and individual doctor's that meet your crtieria, almost like googling for your doctor's name but within a certain distance from the zip code you specified.

 

 

In the results, we find the Miller we were searching for: Dr. William Miller.  You will see that Dr. Miller also appears in the "Places" section as well as the "People" section.  That is because there is a clinic or office that carries his name, so it too is matched by our search.  If the care we'd been given had been provided at that location, then we could click either the "Person" Dr. Miller or the "Place" Dr. Miller.  But in this example, Dr. Miller saw us at the North Carolina University hospital.  We want to look for other locations Dr. Miller sees patients and keeps records, so we will click on the highlighted person entry, which will give us a fuller list of all the places Dr. Miller works besides the clinic that bears his name.  Here is what that list might look like:

 

 

The list shows two locations for Dr. Miller.  It does include the clinic with his name that we already saw. But now we also see that Dr. Miller provides medical data at the University of North Carolina Hospital.  That is where Dr. Miller treated us, so that's the entry we choose.  

In this case, there are two different medical records patient portals at UNC Hospital where Dr. Miller provides records, so we need to select the one that is holding our records. 

 

 

Clicking on the correct portal will bring us to a login screen for our records on the chosen portal.  At this point, it is a good idea to actually try to connect with our username and password if you want to be as sure as possible you will be able to get your records.  By connecting at this point rather than waiting until after you subscribe (which is perfectly fine too) you will reassure yourself of the following before making the decision whether to subscribe:

  • You will know you have the correct username and password on the correct portal
  • You will know the portal is actually connected to the information services and not just in the process of connecting, or perhaps an outdated portal that is no longer operating.

 

 

Once you enter your credentials, you will be brought back to the main screen where you entered the selection process, only this time with Dr. Miller's NCU Hospital portal added to your list of providers:

 

 

At this point, you could click "Add a provider" again to check for another doctor.  You can add as many providers as you like.

However, first, it is informative to take a look at the status of your Dr. Miller connection.  When you type in the credentials, it can take a little time -- up to a few minutes -- to actually connect with the portal in question and validate that it is working and accepts your credentials.  Clicking on the Dr. Miller entry in this screen will show you the status of that connection.

 

 

In this case, the highlighted message tells us that our credentials are still being checked.  We don't know for sure yet that everything is right for collecting our records.  In this case, we have to wait a little longer until the check is completed.  We could stay on this page and occasionally hit "Refresh Connection" to update the message, or we could click the "Back to providers" link at the top of the page to return to the main page and "Add a provider" again to look for other doctors while we wait.  After adding a few doctors, we could come back to Dr. Miller's entry to see if it worked.   The screen above shows two other options in addition to refreshing the connection: one to update sign in details (if we had a mistake in our login credentials that we wanted to fix and retest) and one to delete the provider (if this was the wrong Portal or the wrong Dr. Miller and we wanted to get rid of the connection to this provider).

 

Here is what the page looks like when the check is finished and everything is ok:

 

 

It says the connection is successfully linked and receiving data.  Our account credentials were accepted and data from this provider can be added to our account.  However, all we've done right now -- without subscribing yet -- is verify our ability to connect to our records.  To actually add our medical records from Dr. Miller's UNC portal to our account, we have to leave this page (the X in the upper right corner) and hit the button to "Subscribe".

 

Here is what you might see if the portal you'd chosen wasn't fully active and available:

 

 

If you see a screen like that, it might mean the portal is not available at all yet, or you might need to contact your doctor to find the correct location.

 

So now let's imagine you've connected to and verified the availability of a few of your doctors in the dialog.  Congratulations! You're most of the way there.  Now all you have to do is Subscribe and you should see their records appear in your SaveLifeID account very quickly.  Once you're connected, any changes to those records will also automatically be sent to us as well, usually within a couple days or a week or so.

 

How to subscribe

Now return to the Premium Data page and click the Subscribe button:

 

 

The subscribe button will bring up the Subscribe dialog:

 

 

This dialog allows you to:

  • Enter your credit card details to pay securely (How is my credit card protected when I use it to pay on the site?)
  • Enter a coupon code to pay a discounted price
    • The coupon code is a short text string
    • If your code has expired, or is subject to restrictions, then you will be informed when you type it in
    • Once you type your valid code in and hit "Add" the price discounts will be reflected on the plan prices
      • Some codes might only affect one plan -- only the annual plan's price might change, for instance.
  • Choose whether you'd like to be billed monthly or annually
    • Annual billing is discounted compared to monthly rate
    • A subscription billed annually includes a free SaveLifeID card -- a $20 value
  • Two important flags that help you control how this new medical information in your account will be used
    • First, a "display all" flag that says what the display state of all newly received entries should be set to by default.  It is set to off by default, which means none of your medical data will show in your profile until you actually log in and manually set each item you want to be displayed.
    • Second, a "notification" flag that tells us to send you an email and/or a text each time we receive some new information whose visibility you might want to review. This is useful regardless of how you set the Display all flag
      • If "display all" is off, notifications help you set the new important new information to display as soon as possible
      • if "display all" is on, notifications help you check right away that nothing will be displayed that you aren't comfortable with.

Once you have your payment details right and flags set the way you like, click the Order button to send your order for processing. If you click "Cancel" then no subscription will be created and your card will not be billed.

 

After placing the order, if you paid for the annual plan, you will be shown a dialog to provide the shipping address to receive your free card.

 

Managing your data after you've subscribed

You will see a brief interval after the subscription where your data is "updating" and then the table should update to display the providers you have connected. If any of them are still being processed, they will say "Still configuring..." in which case you may have to wait a little longer (usually a few minutes) before their data arrives.  Otherwise, the data is ready and you can view your "My Medical Profile" section to review it. 

 

You can return to the Find & Connect Your Doctors button at any time to add or modify your doctor connections.

Why does the card keep making my phone beep?
Your SaveLifeID card has an NFC tag in it that makes it very easy to scan in an emergency. The down-side of this can be that if you have your phone's NFC scanner turned on all of the time, and your card is very close to it -- in the same pocket, or touching the wallet that holds it, etc -- then the card may activate your phone's NFC scanner unintentionally. This would happen with any NFC card or device and is not unique to SaveLifeID. If this is happening to you, some recommendations include: * turn off your phone's NFC scanner when not in use * keep your card somewhere separate from your phone But if this does happen, no harm is done other than the beep of your phone. The scan only provides your medical information if it is followed by properly answering the "Is this an emergency" question, which will not happen in these cases.
How do I turn on my medication reminders?

Medication Reminders is found in your Medications screen of the "My Medical Profile" page.  It appears at the bottom of the page.

To activate this feature you will need to do the following:

  • make sure you have a cell phone number set, so you can receive the text notifications (if you haven't added one to your account a button will offer to let you add it now)
  • click the green checkbox that says to "Remind you" so it is active
  • choose the time of day you want to get your regular reminder to take your medicine.

For now, the Medication Reminders feature will notify you once a day, reminding you to take your medicine.

In the upcoming weeks the feature will be improved so you can get specific reminders about the pills you must take at different times of day.

How do I stop any future subscription payments?

If you are subscribed to SaveLifeID Premium Data Services, we will take care of automatically keeping your subscription paid up on a monthly or annual basis, whichever payment period you selected when you signed up.

If you wish to stop those automatic future payments for some reason, you can login to your account and cancel the auto-renewal payments.  This will not immediately cancel the subscription, because you have already paid for the current subscription period and will still receive that service until the already paid period elapses.

Here's how to cancel the auto-renewal:

  • Log in to your account. 
  • Select "My Account" from the top menu
  • Select "$ Billing" from the left side menu
  • Click the "Change" button in the Premium Med. Data entry in the table of your Active Subscriptions

 

This will bring up a dialog box that lets you change your auto-renewal option.  The radio button will initially show either Monthly or Annual as being selected.  Just click on the bottom option, "Cancel auto-renew," and you will then not be billed for any future renewals.

 

You can also convert your future payments to be in monthly or annual intervals if you prefer. 

How do I cancel a subscription?

What if you have subscribed to SaveLifeID Premium Data Services and want to cancel the subscription?

If so, please contact support to have the remaining unused portion of your subscription cancelled and refunded.

Please remove every last drop of my medical info from your system
Please contact support with your request.
Can I import information from another emergency medical system or PMR?
Not yet, but we’ll let you know when that feature becomes available.
Can I modify my information myself?
You can't modify the information sent by your doctors, but you can add your own version of your health history and condtions to fill in any gaps or correct any mistakes. Adding/correcting information in your profile
Can I export my information to bring to another system?
Not yet, but we’ll let you know when that feature becomes available.
How do I add information from other doctors, hospital stays, or other sources of medical information?
We only present information from participating physicians and practices, and only after you have validated your identity to them in connecting your records to our system.  Log-in and check the list of doctors you are connected to.  This can be done in the "Import Med Info" screen by checking the table of connected medical records systems.   If you have a question please contact support for assistance.
What if my profile does not reflect information from a recent visit to my doctor, or is otherwise out of date?

This question relates only to those who subscribe to Premium Data Services: the ability to receive information into your account directly from your doctor's medical records systems.

If you just visited your doctor and you don't see the information from your doctor yet, you can log in and check the Premium Data Services page for a status update.

 

The "Import Med Info" page presents a table listing your connected medical record systems.  Each connected system will show a last updated time.  There is also a "Type" field that indicates which of two types of connection we have to record system in question.

Type = Direct EMR

These systems are directly connected to us and push your records to us usually the same business day as the change in their records, and often within hours or even minutes.

If this line in the table shows a last updated entry that is before the date and time of your visit, it is most likely that the doctor's records system hasn't processed and pushed the change yet.  You could either contact that doctor's office to have them confirm the changes you expect were actually made in your record, or you could contact SaveLifeID support to follow it up from our end.

If this line in the table shows a last updated entry that is after the date and time of your visit, then the doctor's record system has definitely communicated changes with us since your visit, and the change you expected just wasn't included in it.  In this case it is more likely to be an issue to confirm with your doctors' office, but we SaveLifeID support could, with your permission, check your records and the communications from the doctor's system to see if the change you expected was included.  If the change was not in the records, you will definitely have to contact your doctor to request a correction.

In the meantime, while you wait for the correction, you can always enter any critical new information on your own for the time-being.

Type = Aggregated

These medical systems do not communicate with us directly. Rather, we check on a regular basis with a records aggregator on your behalf, and the records aggregator in turn checks with the doctor's records to see if there have been any updates. Between those two periodic updates there can be as much as a two week delay.  If you hit the update now button on this page, it will force our system to check with the aggregator immediately rather than waiting for the next one week interval, but even then there is a chance the aggregator hasn't scanned the records system yet and may be a few more days until the next check.  We have no way of forcing the aggregator to check earlier than that.

How do I make my profile to show medical information it doesn't show right now?

Your emergency medical profile that we display to an EMT or anyone else scanning your card in an Emergency or other medical situation can include everything you have entered directly into the website, as well as anything we have received from the medical records systems you have connected to your account.  In that information might be some items you would prefer not be displayed when your card is scanned.  We give you the ability to selectively hide or display any items you want.

Controlling the display of information already in your account

Log in to your account and visit your "My Medical Profile" page.

 

 

This page gives you access to review and control the visibility of every item in every category of information associated with your account.  You can navigate thrrough the full set of information going from category to category either with the Next button (and Prev to go back a category) or going directly to an area you care about using the drop down list of all the categories:  

The first two categories in the list (Privacy Control and Notification Control) are not medical categories with information we display, but important settings for controlling your account and the display of its medical information.  The last two entries are also not categories: My SaveLifeID Card gives you quick access to ordering a new card, while Display All will display all of the categories in a long single page you can scroll through rather than navigating from one page to the next.  You can use either the paged view or the "display all" view to review your information. Both will work fine.

In any category of information, you will see a list of entries for everything we know about that category.  Sometimes nothing is displayed yet because we have not received anything from your doctors (if your account is even connected to any medical records systems) and you have not entered anything yet yourself.

But when there are entries, every entry will always have an "eyeball" to its left controlling the visibility of that item  if the eyeball is green, it means the item will be visible in your profile (you will be able to check this in the live preview of your profile showing what a scan will look like on a mobile phone. The preview updates with every change you make so you will understand exactly what the impact of each change is.

 

A basic review of your medical information would involve browsing through each category and clicking eyeballs on or off when the visibility for any item doesn't meet your preference.  Once  you set the visibility for an item, we will remember that setting unless you change it again later yourself. If you have both self-entered data as well as doctor-provided information, you will notice that information provided by doctors only includes the eyeball, while the information you entered yourself includes a pencil and an X.  This is because you can edit your own entries to change mistakes or update them based on new information (by clicking the pencil) and you can delete an entry that no longer applies or you no longer want (with the red X).  On the other hand, you cannot change the health records provided by your doctor, just change the visibility of each item. What if my profile shows incorrect information from my doctor?

How do you control the display of information your doctor might send in the future?

After you have configured all of the display flags (eyeballs) the way you want them, your profile will show only what you selected. However when new information is added to your account, we have to decide which entries to show and which to hide in the event that your card is scanned before you login to review the changes.

New information you provide

Information that you enter directly yourself is the easiest, because it is clear that you will have an immediate opportunity to set the visibility of each new item you add to exactly what you want.  As you enter each item we pop up a quick dialog to ask what visibility you want assigned to the new item initially.

 

You can choose to make the new item's eyeball initially be in the "visible" state (green) or invisible (gray).  If your choice is probably going to work for every piece of information you plan to add yourself, you can make the job a little easier by clicking the lower checkbox, which will remember this choice and automatically apply it to all future entries you make, without asking.  If you click the "Remember" box, you can always change your mind later in the "Privacy Control" section.

 

Of course, no matter what choice you make here, and even if you've set a choice to take effect without even asking, you can always immediately change whatever the initial setting is just by clicking the eyeball whenever you want.

New information your doctor transmits

The default eyeball setting mentioned above for self-entered information does not apply when we receive information from your doctor. On the privacy control screen is a flag called display all.  That flag controls the initial eyeball visibility for all information arriving from all doctors.  If we receive a new allergy from your doctor after your appointment, it will be set to display if you have check "display all" to be on, and it will be set to be hidden if you've checked "display all" to be off.  If you change that display all flag in the Privacy Control screen, the change only takes effect for future information arriving from your doctor.  

 

So how can you control the visibility of doctor-provided information as it arrives, especially if you want to display some of it and hide other information? As soon as new records arrive that change your information, we send you a notification (if you specified you want this in your Notification screen).  You will receive an SMS or an email identifying what categories of information have changed.  

 

The message will encourage you to login and review your privacy settings (eyeballs states) for the new information.  We never include in the email any information about the exact changes that were made because that would involve emailing medical information which is not allowed by HIPAA privacy regulations.

What if my profile shows incorrect information from my doctor?

What should you do if you find an error in the medical information provided by your doctor?  Two things:

  1. Contact your doctor to have the error corrected
  2. Turn off the display of the erroneous doctor-provided entry and add your own self-provided entry with the correct information
    • Once your doctor corrects the information, you could remove your entry and turn the doctor's entry back on for a little extra credibility in your profile displays.
    • But so long as you've entered the correct information yourself, whoever reads your profile will have access to the correct information.

You can turn off the incorrect entry from the doctor using the eyeball control next to it in the web-site:

How do I stop my profile from showing medical details I want to keep private?

You can provide a new entry of your own using the "Add New" button.

How do I stop my profile from showing medical details I want to keep private?

Your emergency medical profile that we display to an EMT or anyone else scanning your card in an Emergency or other medical situation can include everything you have entered directly into the website, as well as anything we have received from the medical records systems you have connected to your account.  In that information might be some items you would prefer not be displayed when your card is scanned.  We give you the ability to selectively hide or display any items you want.

Controlling the display of information already in your account

Log in to your account and visit your "My Medical Profile" page.

 

This page gives you access to review and control the visibility of every item in every category of information associated with your account.  You can navigate thrrough the full set of information going from category to category either with the Next button (and Prev to go back a category) or going directly to an area you care about using the drop down list of all the categories:

 

The first two categories in the list (Privacy Control and Notification Control) are not medical categories with information we display, but important settings for controlling your account and the display of its medical information.  The last two entries are also not categories: My SaveLifeID Card gives you quick access to ordering a new card, while Display All will display all of the categories in a long single page you can scroll through rather than navigating from one page to the next.  You can use either the paged view or the "display all" view to review your information. Both will work fine.

In any category of information, you will see a list of entries for everything we know about that category.  Sometimes nothing is displayed yet because we have not received anything from your doctors (if your account is even connected to any medical records systems) and you have not entered anything yet yourself.

But when there are entries, every entry will always have an "eyeball" to its left controlling the visibility of that item  if the eyeball is green, it means the item will be visible in your profile (you will be able to check this in the live preview of your profile showing what a scan will look like on a mobile phone. The preview updates with every change you make so you will understand exactly what the impact of each change is.

 

A basic review of your medical information would involve browsing through each category and clicking eyeballs on or off when the visibility for any item doesn't meet your preference.  Once  you set the visibility for an item, we will remember that setting unless you change it again later yourself.

If you have both self-entered data as well as doctor-provided information, you will notice that information provided by doctors only includes the eyeball, while the information you entered yourself includes a pencil and an X.  This is because you can edit your own entries to change mistakes or update them based on new information (by clicking the pencil) and you can delete an entry that no longer applies or you no longer want (with the red X).  On the other hand, you cannot change the health records provided by your doctor, just change the visibility of each item.

What if my profile shows incorrect information from my doctor?

How do you control the display of information your doctor might send in the future?

After you have configured all of the display flags (eyeballs) the way you want them, your profile will show only what you selected.

However when new information is added to your account, we have to decide which entries to show and which to hide in the event that your card is scanned before you login to review the changes.

New information you provide

Information that you enter directly yourself is the easiest, because it is clear that you will have an immediate opportunity to set the visibility of each new item you add to exactly what you want.  As you enter each item we pop up a quick dialog to ask what visibility you want assigned to the new item initially.

 

You can choose to make the new item's eyeball initially be in the "visible" state (green) or invisible (gray).  If your choice is probably going to work for every piece of information you plan to add yourself, you can make the job a little easier by clicking the lower checkbox, which will remember this choice and automatically apply it to all future entries you make, without asking.  If you click the "Remember" box, you can always change your mind later in the "Privacy Control" section.

 

Of course, no matter what choice you make here, and even if you've set a choice to take effect without even asking, you can always immediately change whatever the initial setting is just by clicking the eyeball whenever you want.

New information your doctor transmits

The default eyeball setting mentioned above for self-entered information does not apply when we receive information from your doctor.

On the privacy control screen is a flag called display all.  That flag controls the initial eyeball visibility for all information arriving from all doctors.  If we receive a new allergy from your doctor after your appointment, it will be set to display if you have check "display all" to be on, and it will be set to be hidden if you've checked "display all" to be off.  If you change that display all flag in the Privacy Control screen, the change only takes effect for future information arriving from your doctor.

 

So how can you control the visibility of doctor-provided information as it arrives, especially if you want to display some of it and hide other information?

As soon as new records arrive that change your information, we send you a notification (if you specified you want this in your Notification screen).  You will receive an SMS or an email identifying what categories of information have changed.

 

The message will encourage you to login and review your privacy settings (eyeballs states) for the new information.  We never include in the email any information about the exact changes that were made because that would involve emailing medical information which is not allowed by HIPAA privacy regulations.

Can I reply to a notification email or SMS?

You can reply to an email.  Our emails carry support@savelifeid.com which is a valid email address that we monitor.

Replying to an SMS will not reach us.

What if I get a notification that my card was scanned even though it wasn't scanned?

This is a likely sign either that your card has been lost or stolen, or that someone has somehow gained access to a copy or printout of your QR code or the url embedded in it.  In any event, the safest course to protect your medical information from any further exposure is to deactivate that card.

What do I do if my card is lost or stolen?

What if my emergency contacts are getting notifications they don’t want?

Log in to your account, go to the Medical Info screen and select "Emergency Contacts" from the drop down control.

 

In the Emergency Contacts screen, turn off the check boxes for the contact who doesn't want to be notified anymore.

 

If you've done this already and the contact is still being notified, your contact can stop the emails without your help. Just point them to this link:

I am getting unwanted emergency notifications from a SaveLifeID user. How do I make it stop?

 

If that still hasn't solved the problem then contact SaveLifeID support for more assistance.

I am getting unwanted emergency notifications from a SaveLifeID user. How do I make it stop?

When our user assigned your email or phone number to receive emergency notifications, you would have received an email or SMS at that address or phone number informing you of this.  In that email or SMS was a link you could click to decline the assignment. The best way is to find that original email or SMS and click the decline link.

If your problem is with emails, you can find the original email informing you of your selection. It will look like this:

 

Once you open it, you will find the Decline link at the end of the text.

 

Click that link and then all you have to do is click the Decline button to stop any further notifications from that SaveLifeID user to your email address.

 

If you want to stop SMS notifications you are receiving instead of emails, you can find a similar SMS informing you of your selection, and providing a similar link for you to click to declin the selection.

 

Clicking the SMS link will bring you to a page in your mobile browser that is just like the page from the email link described above. Click Decline and you should not receive any more SMS's.

What if I'm still receiving emails or SMS's even after following these instructions?

It is possible multiple users have selected you as a contact to notify, in which case you might have declined the wrong user.  You have a couple options if this is the case:

  • Look further in your email or SMS in-box for another contact selection message and repeat the procedure there
  • Opt-out of all messages from SaveLifeID to this email or SMS, not just these contact notifications.

At the bottom of every message we send there is also a link called "Unsubscribe" in the email and "block sms from SaveLifeID" in SMS (seen above).  This is a global block.

How to block unwanted messages from SaveLifeID

If you are a SaveLifeID user, or think you might be, or if you do want to receive contact notifications from someone else other than the unwanted sender, then this is not a good solution for you.   Please contact SaveLifeID support and we'll help solve the problem in a way that meets your needs.

What if I’m getting notifications about my card being scanned and I want them to stop?

We notify you of every scan of your card so that you will know if anyone ever uses your card to view your medical information without your knowledge or permission. If you receive such an unexpected notification, you will then be able to turn off that card immediately and prevent any further misuse.

If you really don't like getting those notifications, we do allow you to turn them off, even though we strongly recommend against turning off this important notification.  Here's how you do it:

Log in to the site and go to Medical Info screen. Select "Notification Control" from the dropdown.

 

At the bottom of the Notification Control screen you should uncheck the box that tells us to notify you when your card is scanned.

 

If you might be comfortable receiving an email, but just want to stop SMS, in the top section of the Notification Control screen you can select notification only by email:

 

If you've followed the instructions on this page and still aren't satisfied with how we're notifying you, please contact support and we'll see what we can do to improve things for you.

What if my emergency contacts aren’t notified when my card is scanned?

When your card is scanned we can automatically notify your emergency contacts of the situation and where your card was scanned.  You can choose which of your contacts you want notified, and whether they should be notified by email, SMS, or both.

If you have selected a contact to be notified and they are not receiving the notifications here's how you can fix it:

  • Make sure you really have clicked on their notification check boxes in the web site
  • Make sure their contact information is correct
  • Make sure they didn't turn down the role of being notified as your contact
  • Make sure they haven't blocked emails and/or SMS from SaveLifeID via an opt-out link
  • Contact SaveLifeID support for assistance of none of the suggestions on this page solve the problem

If you scanned your card and weren't notified, there are several possible causes.

Notification turned off

Your contacts need to be selected to receive a notification when your card is scanned.  Let's check...

Log in and go to the section "My Medical Profile".  Choose the "Emergency Contacts" entry in the drop down (or click Next multiple times until you reach it that way)

 

Make sure you have selected the check box (or boxes) of the method you would like used to notify your chosen contact.  Just clicking the box on is enough, no need to hit any save button.  We'll remember.

Contact information must be correct

In addition to making sure you've got the right boxes clicked, take a moment to make sure the email address (or phone number) is correct.  We need the right address in order to reach your contact!

Look on the same page as in the last section and verify the information.

 

If either entry is incorrect, then click the pencil to correct the entered information.  If the contact with incorrect contact details is not in section you added yourself, but was supplied by one of your doctors, then you won't be able to edit the information directly.  In that case, turn off the incorrect entries in the doctor's version, and add a new contact of your own with the corrected details you want using the Add New button:

 

Make sure your contact didn't turn down being notified in emergencies

Whenever you select a contact to be notified when your card is scanned, we send an announcement of this fact to that address letting the person know of this selection and giving them a chance to decline that role.  The email we send looks like this:

 

If they click the decline link, it doesn't mean they don't like you.  There are many reasons a person might decline this including that they may not feel they can reliably fill the role, or you might have set the wrong email address.  If your selection declines you will be notified so you can choose another contact.

 

If you do scan your card, there will not be a notification to the original contact, unless you reach out to them and they change their mind and reverse their original rejection.  Once they reverse the original rejection, you will be able to successfully check the notification box for them again -- you will still have to recheck the box because it is not automatically turned back on.

If they would like to reconsider and accept the role of being notified when your card is scanned, you can send them this link to help explain if they aren't sure how.

[[[Link to a page explaining how to undo the rejection]]]

Make sure contact hasn't unsubscribed from all messages from SaveLifeID

If your contact still isn't receiving notifications, ask them to check if they have blocked all messages from SaveLifeID to the address/number in question. Here's how:

How can a blocked address/phone-number resubscribe to allow messages from SaveLifeID again?

What if the contact still isn't receiving notifications?

If nothing listed on this page so far has helped, contact SaveLifeID support and let us help fix the problem.

How do I receive a SaveLifeID message I need it I've already used the unsubscribe link to block all messages?

You can return to the original message from SaveLifeID where you clicked the unsubscribe link from, and click the same link again to remove the block, or contact support for help in doing so.

In emails, the link is found here:

 

In an SMS the link appears here:

 

Either link (via email or SMS) will bring you to a page where you can unblock (or block) messages to that address/number.

If you see this page, then you can click the "Unblock" button to unblock your email.

 

If you see this page (telling you that you can block future emails, or sms's), then your address/number is not presently blocked.

 

What if I can't find the original message with the link?

You can request another copy of the link be sent to you.  Click here to request another message-control link.

 

What if the block is still not fixed?

If you've followed the instructions on this page and are still not receiving a message that you expect, then contact support for assistance and we'll figure out what's wrong and help you fix it.

How to block unwanted messages from SaveLifeID

If you are receiving messages you do not want from SaveLifeID, either via email or via SMS, you can opt-out of any further such communication from SaveLifeID. Just find the unsubscribe link at the end of any email or SMS.  Clicking it and following the simple instructions at the page it brings up will stop any further messages to that email address or phone number.  If you change your mind later, you can return and click the same link again to remove the block, or contact support for help in doing so.

In emails, the link is found here:

 

In an SMS the link appears here:

 

Either link (via email or SMS) will bring you to a page where you can block (or unblock) messages to that address/number.

If you see this page (telling you that you can block future emails, or sms's), then your address/number is not presently blocked. You can click Block to block all future messages to the specific address/number listed in the text.

 

If you see this page, then you can click the "Unblock" button to unblock your email.

What if it is still not fixed?

If you've followed the instructions on this page and are still receiving messages you don't want, or are not receiving a message that you expect, then contact support for assistance and we'll figure out what's wrong and help you fix it.

What if I’m not notified when my card is scanned?

We offer notifications via email and/or SMS every time your card is scanned to present your emergency medical information to someone. This can be especially important if you are notified of a scan you were unaware of, which is a sign your card could be lost or stolen and should be turned off.

If you scanned your card and weren't notified, there are several possible causes.

Notification turned off

Some users may not want to be bothered by notifications, even though they can be incredibly useful, so we offer the ability to turn them off.  If you are not receiving your notifications, it's possible your notifications are mistakenly turned off.  Let's check...

Log in and go to the section "My Medical Profile".

 

Make sure you have selected to be notified by the method you expected (can be by email, by SMS, or both).  And make sure you've checked the option to be notified when your card is scanned. No need to save your change, just clicking is enough to do the trick.

Incorrect address entered for notification

In addition to making sure you've got the right boxes clicked, take a moment to make sure the email address (or phone number) is correct.  We need the right address in order to reach you!

Look on the same page as in the last section and verify your information.

If either entry is incorrect, this can be fixed on your Personal Information page in your account section:

How to change your email address

You change your mobile phone number on the same page as your email is changed -- just enter the correct phone number and hit "Save Information"

Blocked notifications address

If you still aren't receiving notifications, it is possible you may have clicked to opt out of future emails or SMS's from SaveLifeID.  If you did this can be fixed pretty easily. Here's how:

Blocked email

Search for the last email or SMS you received from us.  At the end you will find a link

Click the link.  It will bring you to the email opt-out page where you will be able to see if your emails are blocked and if they are, you can unblock them.

If you can't find a message with the link you need, click here to get another copy sent to you.

If you see this page, then you can click the "Unblock" button to unblock your email.

 

If you see this page (telling you that you can block future emails), then your email is not presently blocked.

What if it is still not fixed?

Contact support for assistance and we'll help figure out what's wrong.

How can I get information if the service is down and when it will be available again?
If the site is down we will do our best to post about it on our Facebook page and give an estimate of when we expect to be back along with any updates that may come up.
How can I send a comment about how great SaveLifeID is?
Send any compliments you have to support@savelifeid.com. We’d love to know what we’re getting right, and we promise to stay humble.
How do I report a bug or other problem with the service?
Send any problems you have to support@savelifeid.com.  Adding a screenshot and information about your browser, device and the situation and actions you took and what went wrong, will help us investigate and solve any problems in the service.
Where can I make a suggestion of how to improve the service?
Send any ideas you have to support@savelifeid.com. We’d love to hear what you think.
How is my credit card protected when I use it to pay on the site?
We use security conscious payment service Stripe to achieve PCI-compliant credit card payments.  Your credit card is only stored in their service.  Anytime we refer to your credit card on our site, it is only using the last 4 digits, which is all that is available except to the secure payment processor itself.  You can also remove your credit card details from the system at any time after your payment.
How do I prepay now for future subscription renewal?
We don’t support this at present, but if we add this billing option we will announce it.
Can I pay by PayPal or any other method besides credit card?
We don’t support this at present, but if we add this billing option we will announce it.
How do I pay for a purchase or subscription without having the system remember my credit card details?

When you enter your credit card details into the dialog it will remember them.  However, once you leave the dialog you can remove your card details in the Account page's Billing section.

How to remove your credit card details

How can I remove my credit card info?

If you want to delete your credit card from our secure billing records on the Stripe payment service, you can use the "Remove Card" button on the "Biling" section of your "My Account" screen.

 

If your Payment Details show no credit card, then you don't need to remove anything because we have no credit card on file for you:

 

If you remove your credit card info, the next time your subscription needs to be renewed the payment attempt will fail for lack of a credit card.  We will notify you of this and you will have a chance to fix it.  But if you don't, your subscribed service will lapse.

How do I know if I will be billed in the future?
  • Log in to your account on the web site.
  • Click "My Account" from the top menu.
  • Click "$ Billing" from the left side menu.
  • Check the entry in your Active Subscriptions table

 

 

If there is no entry in the table, then you have no active subscription.

If there is an entry, it will tell you how much time remains in your already paid period (Paid Service Remaining).  The "Next Pay Amount" column will tell you how much you will be billed once the date in "Paid Service Remaining" arrives.  If you have cancelled your auto-renewal the Next Pay Amount entry will say "let expire" which means you will not be billed again.  If there is a dollar amount, that is the full price payment that will be paid at the next billing interval (the day after the date in Paid Service Remaining). 

How do I change credit cards for future billing?

If you need to change the card you pay with, this can be done by logging in to the web site and using the Billing section of your Account screen to change your payment method.  The change will affect future payments.

Can I pause my subscription and turn it back on later?

If you have subscribed to Premium Data Services, there is no way to pause the subscription.  Your data sources will be updated regularly for the duration of your subscription.

Related

How do I cancel a subscription?

How do I renew a subscription?

No need to worry about renewing your Premium Data Subscription.  When your previous paid term expires, you will be auto-renewed for another term.  When paying on an annual cycle, you will be notified a few days before the payment comes due.  If you are paying monthly, we assume you are aware of the regular monthly charge, so we don’t email you about it.

If there is a problem with your payment when the renewal time arrives, we will notify you of the problem so you can login and fix your payment information without losing your subscribed service.  If you don't provide valid payment information, though, then your subscription will lapse and Premium Data Subscription's automatic data updates will cease until you resubscribe.  Data already downloaded into your account will remain yours.

Related

How do I cancel a subscription?

How do I stop any future payments?

What if I was billed incorrectly for something?

If you believe a billing mistake was made, login to your account and review the billing history in the Billing screen of Account Status.

 

If you feel there is a discrepancy with your actual credit card bill, or that the billing does not match your subscription and purchase history with SaveLifeID, contact support to review it in detail and determine how to fix the problem for you.

What if scanning my card showed someone else's profile?

This should never happen.

If you see someone else’s profile, please log in to your account and check the SLID# printed on the card against the card listed in your account status page, to make sure you haven’t somehow picked up someone else’s card.

 

If you've verified your own card is really showing someone else’s information, please contact support immediately.

 

Why does it ask if it is an emergency when my card is scanned?

When your card is scanned, before we show your profile, we ask if this is an emergency.  The reason we ask is so we can notify your selected emergency contacts when it really is an emergency.

If we ask if it is an emergency and the answer is "Yes" then we will send an email or sms to each contact you selected in your account to be notified in an emergency.  We will also send you an email and/or an sms letting you know your card was scanned as well, assuming you selected to receive these important notifications, so that you will know in the event that someone else gets hold of your lost or stolen card and scans it.

If the answer is "No" that it is not an emergency, then we will still send you the notification that your card was scanned and your profile displayed, but we will not notify your contacts.  We always notify you when we display your profile, so long as you requested it, so you will always know when your card is used, and be able to turn it off if someone else is using it without you.

 

The only way we won't show your profile from this screen is when you are the one doing the scan of your card, and you choose the link to login at the bottom of the page, using your normal email and password to access your account in the web site. In this case, your profile is not shown, and no notifications are shown at all.

What if I scan my card when it's not an emergency?
When your card is scanned, before we show your profile, we ask if this is an emergency.  The reason we ask is so we can notify your selected emergency contacts when it really is an emergency. If we ask if it is an emergency and the answer is "Yes" then we will send an email or sms to each contact you selected in your account to be notified in an emergency.  We will also send you an email and/or an sms letting you know your card was scanned as well, assuming you selected to receive these important notifications, so that you will know in the event that someone else gets hold of your lost or stolen card and scans it. If the answer is "No" that it is not an emergency, then we will still send you the notification that your card was scanned and your profile displayed, but we will not notify your contacts.  We always notify you when we display your profile, so long as you requested it, so you will always know when your card is used, and be able to turn it off if someone else is using it without you. The only way we won't show your profile from this screen is when you are the one doing the scan of your card, and you choose the link to login at the bottom of the page, using your normal email and password to access your account in the web site. In this case, your profile is not shown, and no notifications are shown at all.
What if scanning my card doesn't work?

There are a few reasons for this issue. We will help you identify the cause and some steps you can do to fix things.

  1. The QR (or NFC) reader might not be scanning the card properly.
    • Try another QR reader.
  2. There might not be internet available to load the profile requested by the scan of your card.
    • Go to settings and make sure airplane mode is off.
    • Reboot the phone,
  3. You might be scanning properly, but your card must be checked by our team.
    • Get in touch with us and we'll double check your SLID# from your card
  4. What to do if none of these explain your problem
    • Don't worry. Contact us. We can always work out a solution

 

Why won't my iPhone read my card's NFC tag?

Only iPhones since the iPhone 7 (and iPhone 8 and iPhone X, etc) support NFC in general and NFC tags in particular -- but only if they are running iOS 11 or later.

If your iPhone does not read NFC, use the QR code option on each card.

Do I need to have both QR and NFC readers?

No. Either one will give you access to your profile information once the card is scanned.

Medical professionals are trained to look for the card and they all have readers.

NFC comes preinstalled on many phones so it's easy to use. Just tap the card against the back of your phone after turning on NFC in your phone's settings.

(NOTE: NFC only works for the full paid cards.  Temporary paper cards only work with QR codes).

You can also pick QR and install a QR scanning app. It's also possible that a QR reader is built into your phone's camera system. So check that out.

Instructions on how to scan your card

 

What if I don't have a smartphone to scan my card?

No problem.

You don't ever actually need to scan your own card.  Your card can be scanned by the person who needs your medical information.

Whether it is an emergency medical responder or a new doctor you are visiting for the first time. They will scan your card on their smartphone.

Do I need to download an app to use my card?

In an emergency you will not be the one scanning your card. EMRs are trained to look for it and know how to scan it.

But if you do find yourself in a situation where you would like to scan your own card, you might need an app, depending on your phone.

If you need an app you can go to your app store and search for "QR scanner."  There are many free versions available and they are easy to install and use.

Most Android phones, and even the latest iPhones support scanning NFC without even installing an app.

Instructions on how to scan your card

How do I scan my card?

Scanning your card:

  • In an emergency, the person who will typically scan your card is the EMT, paramedic, or other responder.
  • There are a few other times when you might want to scan your own card.
    • To activate it after it arrives in the mail
    • To share your profile with a new doctor

 

Scan the QR code:

  1. Click on the QR scanning program on your cell phone to open it.
  2. Point it at the QR code on your card
  3. Most QR scanners will automatically recognize the code, as soon as, it is properly in the view finder and sufficiently clear (not blurred or too small)
  4. Some QR scanner programs may offer you a choice to go to the website, or copy the url. You will want to go to the web site.
  5. Your browser should automatically load the SaveLifeID card scan page.

http://www.youtube.com/watch?v=MzKzQvveQwM

Scan the embedded NFC chip:

  1. Tap the card against the back of the phone.  There will often be an audible beep when the scan works.
  2. Your browser should automatically load the SaveLifeID card scan page.

http://www.youtube.com/watch?v=C4r_4CcIw-4

Note: Temporary printed cards on paper do not contain NFC chips to scan. Not all phones support NFC scanning, but newer versions do.

 

What to do in the browser

If you just received your card in the mail, you will be asked to attach it to your account and activate it.  Once you click 'activate the card' please login into your account. It is now activated and ready to be scanned.  For details of how to do this, see: Can I order a second card?

Whoever scans your card will be asked if it is an emergency.

  • If they say "Yes" your Emergency Contacts will be notified by an SMS or email that your card was scanned.
    • They may be asked for permission to use location services. They should agree so that your contacts will know where you are.
  • if they say "No" it means your Emergency Contacts will not be notified. This is typically if you are just trying out your card to be sure it works, or sharing your information with a doctor in a non-emergency situation, and you don't want your contacts to be alerted.
  • In addition to the Yes and No answers, there is an option to just log in to your account and work on your profile (editing information, etc).

Whenever your emergency medical profile is displayed, regardless of whether it is an emergency or not, you will be notified of the scan and display (assuming you agreed to this notification) which is an important feature.

If your card was lost and someone scanned it, you will be notified by email or SMS. Once alerted to the problem, deactivate the card.

 

Can I print a temporary card to use until my real card arrives?

Of course.

  • Log in to your account on savelifeid.com
  • Choose the My Account top menu
  • Choose Manage My Cards and IDs in the left menu

If your "Manage my SaveLifeIDs" table shows you haven't got any cards owned or printed yet, then click the Print Card button to print a free temporary card on your printer:

 

 

If you have already printed a temporary card before, then you also have the option of re-printing that previous temporary card rather than making another new one (the choice is yours):

 

 

Whether you choose to print a new card, or re-print a previous card, either method will open a dialog that will preview your temporary card and let you continue to your printer's normal print dialog.

 

 

The dialog you see at this point might look slightly different than the one shown here.  This screen shot is the temporary card you could print if you already have obtained or ordered a real plastic card in the past (for instance, if you just ordered a card and now are printing a temporary card to use for until it the ordered card arrives in the mail).  If instead you are printing a temporary card without every having ordered or obtained a card before, you will see this version of the dialog instead:

 

This second version has text explaining that temporary cards printed without a prior real card are slightly limited in their function: they do not automatically notify your selected contacts.  If the EMT indeed specifically thinks it is important to notify them the temporary card still has a button to push inside the emergency profile to send a message to all of your contacts -- it's just not automatic in this case like it is for the fully functional plastic card and a temporary card being used in its place.

Hit the "Print Card" button to bring up your computer's print dialog.  In this dialog you should be sure that the correct printer is selected, and then hit print like you would for any other print job:

 

Once the card is printed out on paper, you should cut it out and then keep it in your wallet or wherever you would keep the real plastic card when it arrives (assuming you've ordered one).

If you print a temporary card that doesn't have the automatic notification feature, and you later do order or obtain a fully functional plastic card, the temporary card's features will be automatically and immediately upgraded.

Paper cards obviously only work with QR code scanning, since there is no NFC chip in a piece of paper from your printer.

Can I order a second card?

Yes. Have another one to:

  • Replace a lost or stolen card.
  • Keep another card in a different place.

To order a second card:

  1. Login into savelifeid.com
  2. On the homepage Click the "order" button under the card printed there.
  3. A dialog will appear. The top line will report the price of the card.
    • Free shipping and tax included on all card orders for now (this may change in the future).
  4. Add your credit card details to the dialog box
    • You may reuse your credit card already entered in a previous transaction if the dialog shows the last 4 digits, card type and expiration.
  5. Review the shipping address.
    • Setting an address here will not change the address on your account. It is only used to ship this particular card order.
  6. Click the "Order" button

 

When your card arrives in the mail:

  • Your card is shipped in an inactive state so that no one can scan while it is in transit.
  • It is assigned only to your account, so no one else can take it and use it.
  • You need to activate it before it will display your profile in an emergency!
    • You can scan the card and enter your login details on the next page to prove you are entitled to activate your card (no one else will be able to).
    • OR You can login to your account on the website and go to My Account in the top menu. Choose Manage My Cards and IDs in the left menu, and choose the card to activate it there. (again, only you can do this).

Scanning your newly arrived card shows you this dialog on your phone -- just enter your correct email and password to prove you are the person authorized to receive the card and it will be active and attached to your account:

 

If you prefer to activate the card without scanning it, you just need to hit the "Got it! Turn it on!" button in your "My Account" area's Manage Cards table:

 

Once you hit that button, your card will automatically activated -- no need to login because we already know it's you when you activate from inside your account!  You will see a confirmation screen though, making sure you know that you should ONLY activate your card once you physically possess it (do not activate it while it is still in the mail, when there is a chance someone could open your mail and take the card).

 

You can print a temporary card on your own printer to use until your card arrives:

Differences between a basic SaveLifeID card, necklace (or other jewelry), and a temporary paper card?

It's nice to have a choice of how you want to access your medical profile. Each option will have either a QR code, NFC, or both.

  • Some jewelry will not print an SLID# that is readable to the human eye
    • Note: the SLID# is sometimes printed on the inside, or the underside of the jewelry
      • Additionally, the SLID# will usually be provided along with the jewelry on a separate slip of paper.
    • Giving such items a unique name when you take possession of them will be useful in case you ever have to look them up in your account to deactivate one of them and can't find the SLID# -- if you lost the silver pendant and it is called "silver pendant" you won't need the SLID# to recognize it on your page.
    • If you need the SLID# of a piece of jewelry and can't find it, contact support and we'll walk you through it.
  • A temporary paper card will work exactly the same as a plastic SaveLifeID card except:
    • A temporary card will not notify your emergency contacts when it is scanned -- unless you also have a basic plastic card.
      • It will still notify you. We have an important safeguard against your card being used without your knowledge or authorization.
    • Paper card do not support NFC scanning
  • All three types of IDs will be identified by type (card/necklace/bracelet) in your table of cards. You will be able to tell them apart when you want to deactivate or reactivate them if any are ever lost or stolen or recovered.
    • It is recommended to change the name of your cards and IDs as you acquire mutliple IDs of the same type, so you can tell them apart.
      • This is done with the pencil icon in the "Token" column of the table in 'Manage my SaveLifeIDs in My Account.'
Can I reactivate my lost or stolen SaveLifeID card if I recover it?

Yes, of course.

Just repeat the steps you took to deactivate the card. At the end, check the recovered card's checkbox and it will turn green. It's now activated.

 

Is there any reason not to reactivate the card?

The only reason is if you suspect that the card was stolen. This does not seem to be a likely scenario in most cases. If you have reason to fear this, it might be safer to leave the card inactive and acquire a new one instead.

What do I do if my card is lost or stolen?

You should immediately login to your SaveLifeID account and turn off that card so it cannot be scanned. Then order a replacement card. In the meantime, print a temporary card to use until the replacement arrives in the mail.  Here's how you deactivate your lost or stolen card:

  1. Login
  2. Go to My Accounts in the top menu
  3. Go to Manage my Cards and IDs in the side menu
  4. Find the entry in the table for your lost or stolen card
    • If you only had one card, there will be only one entry to choose
    • If you had multiple cards, or an extra bracelet or necklace or temporary card you printed out, you will have to choose the correct one
  5. Click the checkbox so it is no longer green and checked, but gray. This means it is deactivated immediately and will not show any information if scanned.

The two menus and checkbox you will need look like this:

 

Possible problems you might encounter:

  • You can't login
    • If you received your card from your doctor and never completed the registration process on the savelifeid.com site, you will need to do that to login. The registration process includes reading the last 3 digits from the card. The purpose is to verify that you are the correct person to register your account. You may have trouble unless you kept a copy of your SaveLifeID digits. If this is a problem, please contact support.
    • You can get help on solving login problems from another FAQ entry.
  • You have more than one card and don't know which one to deactivate from the table.
    • Take out the card you still have. Read the SaveLifeID# from it. That is the one you keep. Choose to deactivate the other card.
  • You have multiple bracelets that do not display the SaveLifeID# visibly and you do not know which is which.
    • You can't read the SLID# from the bracelet
    • Instead, scan it with your cell phone's QR or NFC reader. When you are asked if this is an emergency, say "No".
    • Now check the table and click each "History" link from the Action column to see which bracelet shows being scanned on today's date. Simply deactivate the other one.

Once you deactivate a card even if someone else has it and scans it they won't be able to get any information out of it. Deactivating the card renders it useless.

If you subsequently find or recover the lost item it is easy to reactivate.  See:  Can I reactivate my lost or stolen SaveLifeID card if I recover it?

 

How can I make my account more secure?

There are a number of things you can do to keep your account as secure as possible:

  1. Log out when you are done working on the site.
  2. Do not write your password down or share it with anyone. An encrypted password manager (ex: LastPass) can help store this password, as well as any others you need to keep secure.
  3. Change your password occasionally.
  4. Choose a longer password with special characters, numbers and letters.

Two-factor authentication is another good security enhancement.

  • We do not offer this yet, but we will let you know when we do.
The system logs me out sometimes

We take the privacy of your medical information very seriously, and comply with HIPAA guidelines. One of the ways we do this is to automatically log you out of the web site after 20 minutes if there is no activity. This reduces the risk when you step away from your computer or if you left your browser open.

We do not offer configuration of this feature because it is a mandated requirement. If this does not explain your problem (perhaps you are logged out seconds after you login), please contact support for more assistance with your specific problem.

Do I have to use an email address as my login?

Yes. Your login ID for your SaveLifeID account on the web site must be your email for now.

When we offer other username options, an email announcement with instructions will be sent to all subscribers.

How do I change the email address (for my account's login and notifications)?

Your login ID for your SaveLifeID account must be your email.  You can change your login by changing the email you register with for your account. It still needs to be a valid email address that you have access to.

Here are the steps for changing your email in SaveLifeID:

  1. Login using your current email
  2. Go to Account page
  3. Edit your email in the email text box
  4. Click 'Save' to confirm the Information
  5. A dialog will appear notifying you that a confirmation email has been sent to the new address.
  6. Check the new email address for the confirmation email
  7. Open it and click the 'verify' button or verification link
  8. You will see a confirmation that the change has taken effect
  9. Check again in Accounts and you will see the new email is accepted
  10. Log out and check that you can login with the new email.
    • The old email will no longer work for login or notifications.

Video, demonstrating these steps:

https://youtu.be/9DhxwnlYXHE

 

We are very careful about changing your email because it serves two very important purposes in the system:

  1. Your login ID is the way we reach you with service notifications.
  2. Service notifications are important when your card is scanned in emergencies. It also informs you when your medical information is updated by your doctor so you can review it. Anytime there is a change in your service status (for instance if a trial account period is expiring or a payment failed).

Possible problems in changing your email:

  • If the email you choose is already being used for another account's login, you will have to choose a different email.
  • If you do not see the verification email immediately
    • Wait a few more seconds
    • Click refresh
    • Check your spam folder
    • Make sure to check the new email account with the email address you typed in the Account Information page match.
    • If you still do not see it, contact support.
How can I contact support?

Contact SaveLifeID support by email at support@savelifeid.com or call us at 1-212-419-0768.

I know my password but still can't login

Logging in requires two pieces of information: email and password.

Your email.  Your email must be the same email you used when you logged in, unless you changed it in your account settings or with SaveLifeID support.  You must include the '@' and everything that comes after it as well. Upper case and lower case letters do not matter in typing your email ("a@b.com" is the same as "A@b.coM").

Your password. Upper case and lower case DO matter in typing your password.  Make sure you do not have caps locks turned on.  Also, if you have a multi-lingual keyboard configured, make sure you have it set to English (presuming you had it set to English when you created your password).  You can verify your password is being typed exactly as you intend by clicking the "show" button in the password field. The password will be temporarily displayed.

If that still doesn't work, as a last resort you could try using the "Forgot Password" feature to try to reset it.

If it is still not working, please contact support.

I did "Forgot Password" and I still can't login

After Changing Password with the "Forgot Password" link it still doesn’t let me login

Logging in requires two pieces of information, so we'll make sure both are correct: email and password.

Your email.  Your email must be the same email you used when you logged in, unless you have changed it in your account settings or with SaveLifeID support since then.  You must include the '@' and everything that comes after it as well.  Upper case and lower case letters do not matter in typing your email ("a@b.com" is the same as "A@b.coM").

Your password. Upper case and lower case DO matter in typing your password.  Make sure you do not have caps locks turned on.  Also, if you have a multi-lingual keyboard configured, make sure you have it set to English (presuming you had it set to English when you created your password).  You can verify your password is being typed exactly as you intend by clicking the "show" button in the password field, which will temporarily display your password's clear text for checking.

If it is still not working, please contact support.

Forgot Password Link Does Not Work
The password reset email (& SMS) is only valid for 24 hours. If you think it might have expired, try sending yourself another one. If the link still doesn’t work, please contact support for assistance.
I clicked "Forgot Password" but did not receive an email or SMS

Make sure you are checking the same email account you registered with. One way to verify this is to search for the enrollment email to reassure yourself it is indeed the correct account. Always check your spam folder as well.

Review your email again to ensure there are no mistakes.

If that still doesn't work, and if you have a cellphone number listed in your account, then using the "SMS" option for "Forgot Password" instead of "email" could also solve your problem.

 

If you still cannot find the email, please contact support for more assistance.

I forgot my password

If you have forgotten your password we can email or SMS to you a link that when clicked will allow you to reset your password to something new.  The email and SMS can only be sent to the email address and mobile phone attached to your account.

On every login screen there is a link labeled “Forgot Password” directly above the password field.

 

The link will bring up a small box where you can enter the email address of your account, and choose whether you would like to receive the password by email or by SMS to the mobile phone attached to the account.

If the email is not a valid SaveLifeID account, we won't send anything. Similarly, if the account identified does not have a mobile phone attached, we will not be able to send an SMS when requested.

If you requested an SMS check for it on your phone.  It should arrive fairly quickly, but if you haven't received it within a few minutes, try again, or try requesting an email instead.

If you requested an email check for a message in your email account's inbox from support@savelifeid.com with the subject "Reset your password."  It should arrive quickly in most cases, within seconds, but sometimes up to a minute or more.  If it doesn't arrive, check you spam folder, or request another copy from the login page – being careful to enter the correct email address.

In gmail, the email might look like this in the inbox:

 

Click here if you did not receive the email

 

Open the email and click the link.

 

Regardless of whether you click the link from an SMS or an email, you will be taken to a password reset screen on the web site:

 

Click here if the emailed link does not work

 

Enter the new password you would like to use. You will have to type it twice to make sure you have entered it correctly.  Then hit the reset password button. If the two copies you typed match, you will be brought to a new login screen with confirmation that your password has been changed.   Now login using this new password

Click here for more help if you still can't login