I received a missed-check-in alert: what should I do?

You received an alert because someone who selected you as an emergency contact did not check in with Snug by their deadline.

What to do now

1. Call the Snug customer. Try their mobile phone and any other number they have shared with you.
2. Coordinate with other trusted contacts. Ask whether someone has spoken with them recently or can safely check on them in person.
3. Follow the customer's missed-check-in plan. Use any instructions they shared about neighbors, home access, medical information, pets, or other important details.
4. For Free Plan customers, decide whether to request emergency help. If you cannot confirm that the customer is safe and you are concerned, contact local emergency services.

Snug's alert SMS is one-way. Replies to the message are not received or monitored.

If the customer is safe

Ask the customer to check in through the Snug app or call +1 (844) 243-9110 from any phone. A successful check-in resets Snug and sends emergency contacts an SMS message confirming that the customer checked in.

If you received a call from a Snug dispatcher, tell them that the customer is safe or that you agree to check on them. The dispatcher will stop making calls and will not request a wellness check, but the customer is not checked in with Snug. The customer must still check in through the Snug app or by calling +1 (844) 243-9110 to reset Snug and resume future reminders.

If you cannot reach the customer

If the customer uses the Free Plan

Emergency contacts decide how to respond, including whether to request a wellness check from local emergency services.

If the customer uses the Dispatch Plan

A Snug dispatcher calls the customer and their emergency contacts. The dispatcher may request a wellness check if no one can confirm that the customer is safe or agree to check on them.