Location
There is no position indoors, or the position jumps around.
GPS needs a view of the sky. Inside a building the band falls back to WiFi and mobile-cell positioning, which can be off by hundreds of metres and can appear to jump between nearby buildings. The map shows how each fix was made (GPS, WiFi or cell) and when, so you can judge it. Outdoors the next GPS fix settles it. If the band has been indoors for a long time, the last outdoor position is still the most useful one.
The position is old. How often does the band report?
On a schedule, with GPS reporting every ten minutes as the typical setting. Go Live in the app gives a position every minute for 30 minutes, at a cost in battery. A fix can be late when the band is in a lift, a basement or a weak-signal area; it catches up when coverage returns.
Does the band work outside India?
No. The SIM fitted in the band is provisioned for India and is managed by us; there is nothing to recharge and nothing to swap.
Alerts
The app says the band was removed, but it is on the wrist.
The wear sensor takes one reading every ten minutes. A band that sits loose, has moved up the arm, or has cloth or hair between the sensor and the skin can read as removed on that one reading. The app waits before alerting so a single bad reading does not wake the family. Wear it one notch tighter than feels natural, with bare skin under the sensor. If it keeps happening on a snug band, write to support with the band ID from the app. A firmware update that keeps the band reporting through a removed reading is in progress.
An alert did not reach me.
Check four things on the phone that missed it. Notifications are allowed for Kavach Care. Battery saver or a sleep mode is not silencing the app. You are signed in to the same family account as the band. The email copy is not in the spam folder. Alerts arrive by push notification and email today; SMS and WhatsApp alerts are not live yet, so do not wait for a text.
How do I test SOS without alarming everyone?
Tell the family first. Press and hold the band's button for three seconds; a double buzz confirms the SOS has gone. Every emergency contact should see it with the band's location within a minute. There is no separate test mode: a test SOS is a real SOS, which is the point.
What does a fall alert mean, and can it be wrong?
The band carries a fall detector that we have tested but not certified. It can miss a soft fall and it can trigger on a hard knock or a car ride. Treat a fall alert as a reason to call the wearer, not as proof. If you get repeated false alerts, write to support with the times and we will look at the band's data.
Band and battery
The battery ran out sooner than expected.
Go Live and frequent reporting are the two things that cost the most battery. Cold weather and weak signal cost more, because the band works harder to connect. Up to 24 hours on a charge is the ceiling; with GPS reporting every ten minutes expect around ten hours, and four to five hours in live mode. Charge it every night so each day starts full.
The band stopped reporting.
The app flags a band that has gone quiet rather than leaving you to notice. First check the charge; a flat band reports nothing. Then check coverage where the wearer is; the band needs a 4G signal. If it is charged and in coverage and still silent, write to support with the band ID and the time it went quiet.
Can the band get wet?
Rain, sweat and handwashing are fine; the body is sealed with no exposed charging port. Take it off before bathing or swimming. Immersion testing is not complete, so we do not publish a water rating and do not ask you to trust one.
How do I charge it?
Sit it on the magnetic charger; the contacts find themselves. There is no port. Charge fully before the first wear and then nightly, like a phone.
Can the wearer call or talk through the band?
No. The band has no speaker and no microphone, so it cannot make calls, play sounds or record. It signals by vibration and does everything else through its own 4G connection. The Kavach Watch, when available, carries voice.
Account and plans
What happens if my plan lapses?
Nothing that matters for safety. SOS, fall, band-removed and safe-zone alerts never stop and are never gated by a plan. What pauses is the paid part: longer route history and live tracking. Renew and they resume.
How do I add or remove a family member?
From the family screen in Kavach Care, invite relatives and carers by email, or remove them. Everyone in the account sees the same map and gets the same alerts.
How do I move a band to a different account?
Write to support from the email on the current account with the band ID. We release the band so it can be claimed again by scanning the QR code on the box.
How do I delete my account?
From inside the app, or by using the form on the delete account page. The privacy policy says what is deleted and what is kept.
Orders
Returns and warranty.
Thirty days to return a band in original condition, and a twelve-month limited warranty, fifteen months with the Band + 1 Year Plan. The warranty and returns page has the details and how to claim.
Where is my reservation or order?
Orders placed once payments open have an order ID and can be looked up on the order status page with the email used at checkout. Reservations made before payments opened have no order ID; email support with the name and email you registered and we will tell you where it stands.
Still stuck? Write to us.
Email support@ourkavach.com or WhatsApp +91 98609 78692. Include the band ID from the app and, for an alert problem, the time it happened. We reply within two working days, usually sooner.