Frequently Asked Questions

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Helpie FAQ

  • What is Novus Guard Solo App?

    Novus Guard app ensures Physical Safety (Lone Individual Protection) along with Location Tracking.

  • What are packages ?

    Packages allows user to enjoy more features based on the subscription level a user has

  • What is basic package?

    A basic package allows user to use app with restrictions and is ad supported after 7 days from signup

  • What is silver package ?

    Silver package has the following features:

    • Create Session (Now)
    • Peer to Peer Tracking (Continous)
    • ┬áManual SOS.Missed Book OFF
    • No Movement
    • Fall Down
    • Missed Welfare Check
    • Battery Low
    • Log Location
    • Document
    • Text
    • Picture
    • Voice Memo
    • Contacts (SMS) - by user SIM
    • Contacts (SMS)
    • Social Media
    • High-Risk Indicator
    • Welfare Check
    • Remote assistance (Email / Text / SMS)
    • Find user location
  • What is gold package?

    Gold package has the following features:

    • Create Session (Now)
    • Peer to Peer Tracking (Continous)
    • Create Session (Scheduled)
    • Manual SOS
    • Missed Book OFF
    • No Movement
    • Fall Down
    • Missed Welfare Check
    • Battery Low
    • Duress
    • Discreet (Mobile Device)
    • Log Location
    • Document
    • Text
    • Picture
    • Voice Memo
    • Video
    • Contacts (SMS) - by user SIM
    • Contacts (SMS)
    • Social Media
    • ARC (SMS)
    • High Risk Indicator
    • Welfare Check
    • Speed Dial
    • Remote assistance (Email / Text / SMS)
    • Remote assistance (Call)
    • Find user location
    • One way comms - Voice Memo
  • What is platinum package?

    platinum package has the following features:

    • Create Session (Now)
    • Peer to Peer Tracking (Continous)
    • Create Session (Scheduled)
    • Manual SOS
    • Missed Book OFF
    • No Movement
    • Fall Down
    • Missed Welfare Check
    • Battery Low
    • Duress
    • Discreet (Mobile Device)
    • Log Location
    • Document
    • Text
    • Picture
    • Voice Memo
    • Video
    • Contacts (SMS) - by user SIM
    • Contacts (SMS)
    • Social Media
    • ARC (SMS)
    • ARC (SMS)
    • ARC (Audio Call in Android)
    • ARC (VOIP Call in iOS)
    • High Risk Indicator
    • Welfare Check
    • Speed Dial
    • Remote assistance (Email / Text / SMS)
    • Remote assistance (Call)
    • Find user location
    • Live Streaming
    • On-site assistance
    • One way comms - Voice Memo
    • Two-way comms - Call/VOIP
  • How to pay for the subscription?

    Using google and ios play stores you can buy a subscription that suits your need

  • What is the time period of subscription?

    Total calendar month days.

  • Can I upgrade a subscription ?

    Yes, you can anytime using my subscription area.

  • Can i downgrade a subscription ?

    Yes, you can switch package to lesser packages except basic. To move to basic you have to cancel the subscription.

  • How to create a session?

    On dashboard click start session a dailog box will appear with different available options as per your package.

  • What is wallet ?

    My wallet section shows your credit balance and other details

  • How to top-up my wallet?

    On dashboard the title which says wallet has a top-up button pressing this button will take you to top-up screen.

  • How do i know my credits history?

    You can find credit history under logs.

  • Are there any discounts available for topping up credits?

    Yes for any top-up above 5 you will get 10% discount.

  • How to share Novus Guard Solo and earn credits?

    The sharing icon is present at places my profile, and my wallet and adds a recipient. tapping on it will show you the options to share the Novus guard solo app

  • How much credits i earn from referring others.?

    Both referral and referee will get 2.5 credits with the condition that the referral has to login to into the app.

  • What is top-up ?

    If you ever running out of credit then using this option you can pay to get more credits

  • How many minutes can a session be created?

    Session can be of at least 5 minutes minimum or maximum has no limit

  • How to submit a bug and earn credits?

    Using the current area by submitting a ticket

  • What happens when a session book off is missed.?

    An SOS will be raised if you failed to book off the session

  • Where can i look for my peer sessions?

    Clicking the sessions tile on the dashboard will take you to a screen where you can see a list of peer current sessions.

  • How to schedule a session?

    The session can be scheduled for a future date and time. You can schedule a session from the session creation dialog box

  • How to check session details?

    You can find credit history under logs

  • How to extend my session time?

    A session time can be extended when it is live from a plus sign in the session screen.

  • How can i see events from peer during a session?

    You will notification from your peers.

  • How to track peers when they have a session?

    Clicking the session tile from dashboard will show you list of current live peer sessions. Clicking them will open there tracking on map with details.

  • How to bookoff a session.?

    Once you approach session end time before some minutes you will hear a voice notification for book off session. At this point or even before that time you can easily tap to end the session.

  • What is high risk session?

    User can flag his/her session as high risk

  • How to add recipient?

    On dashboard click the recipient box and click plus sign to add recipients

  • How to edit recipient?

    Go to recipient management and clicking action button with three dots will open edit option

  • How to delete recipient ?

    Go to recipient management and clicking action button with three dots will open delete option

  • How to set priority when sending notification to recipients?

    At the recipient management screen beside each recipient, you will find a draggable anchor long-press it to drag to set priority.

  • How to send whatsapp message to my recipient when sos raised.

    Under recipient management section you can toggle the option to send on recipient WhatsApp events from sessions

  • How to call automatically to my recipient when sos raised.

    Based on the priority and the toggle settings for automatic calls in the recipient management section. Around-robin scheme will apply when SOS is raised and the automatic call will be made to the first recipient as per priority it will ring for 10 seconds if an interruption occurs then it will call the next recipient based on priority and keep continuing until it is being answered or 10 minutes elapsed for the whole process of the automatic call.

  • How to send sms to my recipient when sos raised.?

    In android, it will use your sim data and you're the SMS will be sent from your number. While in iOS novus guard Twilio number will send the SMS to the recipient on the user's behalf

  • How to raise an SOS?

    You can easily raise an SOS with long pressing the SOS raise button on session screen or from the dashboard

  • How to raise an SOS outside the session screen.

    On dashboard there is a button on long pressing this SOS can be raised.

  • What are the modes of raising SOS available ?

    There are two types of SOS manual and automatic. Manual is when the user activates it using long-press action or pressing volume up or volume down buttons few times to raise discreet SOS. While automatic SOS triggers are based on sensors and events eg fall down event, miss check call event, etc.

  • How many types of SOS are there?

    User can turn on/off high risk while creating session or during a session

  • What is manual SOS ?

    Manual SOS is the outcome when the user long presses the SOS raise button

  • What is automatic SOS?

    Automatic SOS occurs when a sensory data reaches a designated threshold or when an event happens.

  • How to turn on / off high risk?

    Use the toggle button to enable/disable high risk

  • What is welfare check call?

    If you have turned on welfare check call mode then you will get notifications to acknowledge based on your defined intervals

  • What are peers?

    Peers are your recipients who are also registered with Novus Guard Solo

  • How to enable peer tracking?

    In the recipient management section under listing or in edit you toggle select whether to allow peer sharing session or not.

  • Can i see all my peers on one map?

    Yes there is an option if you want to see all your peers on map at once.

  • How to activate offline mode?

    It is a advance feature. And currently in development.

  • How to update user profile?

    Go to my profile to update your profile.

  • How to verify my mobile number?

    There is OTP mechanism involving you to key in correctly once received on the new mobile number.

  • How to recover my password?

    If you want to recover your password then at the login screen you will find forget password link Click it will send an email to you with a resetting password link there you can easily set a new password.

  • How to change my email address?

    if you want to change your email address then you have to go by the authoriztaion process which involves sending an authorization link to your existing email. You have to click that link in order to change the email address associated with your account.

  • How to rejoin the system after my account got deleted?

    Contact Novus guard support to restore the account if possible

  • How to delete user account?

    Under my profile there is an option to delete the account.

  • How long we keep data for user after deletion?

    1 year after deletion.

  • Where to contact support?

    Using the current area.

  • What is our privacy policy?

    You can check at www.novusguard.co.uk

  • What is our terms and condition policy?

    You can check at www.novusguard.co.uk/

  • How to see logs?

    There is dedicated section for log on dashboard clicking the tile will take your to different types of logs available

  • What does free forever mean?

    Basic package is free forever but at the same time with ad support. If you don't subscribe to a subscription then still you top-up credits when needed