Up & About help

Setting up

1. In the Ring app, open the Up & About listing and choose Connect. Enter your email and the home's ZIP code.
2. On the dashboard, add the family members who should get alerts, and press Send a test alert to make sure the emails arrive (check spam the first time).
3. Tick Inside the home for the cameras in the rooms the person uses. Leave doorbells and outdoor cameras off, or a delivery at the door would count as the person moving about.
4. Pick a morning check-in time that is a little later than the person usually gets up. Only movement after the morning start time (5:00 AM unless you change it) counts, so a trip to the bathroom at night doesn't.
5. In the Ring app, make sure motion recording is on for the indoor cameras, and turn on Snapshot Capture at the shortest interval. Snapshot Capture is what lets the 2- and 5-minute follow-up see someone who is lying still (lying still makes no motion recording).

Which cameras to use

Indoor cameras in the rooms the person uses most (living room, kitchen, hallway) work best, set high and looking across the room so the floor is in view. Only cameras ticked Inside the home count movement or watch for falls; leave doorbells and outdoor cameras unticked. Turn Watch for falls off for an indoor camera that only sees a doorway; it still counts movement for the check-in. Cameras with end-to-end encryption turned on in the Ring app give Up & About an unreadable picture, so falls can't be checked on them.

The alerts

• Possible fall: a clip looked like someone went down to the floor. The email includes three moments from the camera, earliest on the left.
• Still down / Update: what the follow-ups at about 2 and 5 minutes found.
• No movement yet this morning: nothing moved on any camera inside the home between the morning start time and your check-in time. Times are always the home's clock, wherever you are.
• Quiet for a few hours: nothing moved during the day for the number of hours you chose.

Email is not instant. Alerts usually arrive within a minute or two of the clip, but can take longer.

"I've checked on them" and "False alarm"

Either button closes the alert for everyone on the list and stops further follow-ups. Use False alarm when it wasn't a fall (a dropped laundry pile, someone exercising on the floor, a pet), so the alert list shows it was nothing.

When it gets it wrong

Up & About can miss a fall that happens out of view, in the dark beyond the camera's night vision, or behind furniture, and it can mistake things for falls. If a camera gives too many false alarms, set Alert on to "falls the AI is fairly sure of", or turn Watch for falls off for that camera.

What Up & About is not

It is not a medical alert system, a medical device or an emergency service, and it does not call anyone. If someone may be hurt, call them, go to them, or call 911. Consider a wearable medical alert device for someone at real risk of falling; Up & About works alongside one, not instead of one.

Privacy of the person being looked after

Please set up Up & About with the person's knowledge and agreement. It never identifies anyone, keeps no video, and keeps the possible-fall picture for 7 days. Full details are in the Privacy Policy.

Report misuse

If you believe Up & About is being used to watch someone without their knowledge or agreement, or in any other way that harms someone, email hello@hydrocomplete.com with the subject Misuse report. You do not need an account. We review every report within two business days and can suspend the account concerned and delete its data. If someone is in danger, call 911 first.

Stopping and deleting

Remove Up & About in the Ring app, or use Delete my account and data at the bottom of the dashboard. Either deletes everything immediately (backups follow within 5 days).

Contact

hello@hydrocomplete.com (email us). We reply within two business days.

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