Guide for emergency contacts: when a Snug User no longer needs their snug account

If you are an emergency contact for a Snug user who is no longer able to check in due to illness, hospitalization, or another reason, their account may need to be canceled to prevent further alerts. here’s what you need to know about handling their Snug account.

Confirm That Snug Has Been Notified

• If the Snug user has not yet missed a check-in, we recommend canceling the account before their next check-in time to prevent an alert from being sent to emergency contacts.
• If the Snug user has already missed their check-in, our system has already processed the alerts to emergency contacts or first responders. Cancel the account at your earliest convenience using the instructions below.

Cancel the Snug Account

To prevent further notifications and billing, the user’s Snug account should be canceled. There are two ways to do this:

If you have access to their smartphone:

1. Open to the Snug app
2. Tap Menu
3. Navigate to Account Settings.
4. Select Cancel Subscription and follow the prompts to confirm cancellation.

If you do not have access to their smartphone:

1. Email support@snugsafe.com with the subject line: Account Cancellation Request.
2. Provide the user’s full name and the phone number associated with their Snug account, along with your name and phone number as their emergency contact
3. If possible, include a brief explanation of the situation. A copy of a death notice or obituary may be requested for verification.
4. Our support team will process the request and confirm once the account is closed.

Need Assistance?

We understand that handling these matters can be overwhelming. If you need further help, please reach out to support@snugsafe.com, and our team will assist you as quickly as possible.

Again, we are sorry for your loss. Snug was designed to provide security and reassurance, and we appreciate the role you played in supporting your loved one.