Guide for emergency contacts: what happens when a Snug User misses a check-in, and what to do when you're notified

Snug is designed to provide peace of mind by ensuring users check in daily. If a Snug user misses their scheduled check-in, the system follows a structured process to notify emergency contacts. Here’s what to expect and what steps you may need to take.

Before the check-in deadline

Snug sends several reminders before the check-in deadline to make sure the user remembers to check in. The reminders will follow this schedule:

• 3 Hours Before Check-In Time - Silent push notification
• 1 Hour Before Check-In Time - Regular push notification
• 10 Minutes Before Check-In Time - Regular push notification
• Check-In Time - Regular push notification and text message
• 2 Minutes After Check-In Time - Regular push notification and text message
• 10 Minutes after your missed check-in – Snug notifies emergency contacts

Once the check-in is missed: escalation to emergency contacts

If the user still has not checked in 10 minutes after their selected deadline, Snug will start the process of notifying emergency contacts:

Basic Plan (Free!)

Snug will send a text message to each of the user's emergency contacts with their last known location. It is up to the emergency contacts to reach out to you to make sure they're ok.

Dispatch Plan ($19.99/mo or $199.99/yr – click here for more info)

1. A Snug Dispatcher will call the user directly to make sure it's not a false alarm. They can also call the user's landline phone, if applicable.
2. If they don't answer, the Snug Dispatcher will call each of their emergency contacts in order until someone either agrees to check on them or confirms that they're ok.
3. If the dispatcher is unable to get confirmation that someone will look in on the Snug user, they will contact the user's local 911 dispatcher to request that first responders perform a wellness check to their last known location.

What emergency contacts should do if they receive a missed check-in notification

Before a missed check-in ever happens, it's important to have a plan in place. Talk with the Snug user ahead of time to understand their preferences—who they want contacted first, how long to wait before escalating, and where important information, like spare keys or medical details, are kept. Having this information readily available can make a big difference in responding effectively.

Here are some suggestions for what to do immediately following a missed check-in:

1. Try contacting the Snug User directly
   • Call them immediately.

   • If they do not respond, pay them a visit or check with others who may have seen or spoken to them recently.

     
     
2. Assess the Situation
   • If the user is simply delayed or forgot to check in, they should log into Snug and push the check-in button to reset the system.

   • If you cannot reach them and have concerns for their safety, consider escalating further.

     
     
3. Deciding When to Take Further Action
   • If the user lives alone and does not respond, you may need to check on them in person or ask a neighbor to do so.
   • If you suspect a medical emergency or other serious issue, you may need to contact local authorities for a wellness check.

What happens if the user checks in after the missed check-in notifications have gone out?

If the user checks in after missing their time, Snug will resume normal operation, and no further alerts will be sent.

What if the user can no longer use Snug?

If the Snug user 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. See our guide on canceling a Snug account on behalf of someone else for more information.

Need Help?

If you have any concerns or need assistance, you can reach Snug Support at support@snugsafe.com. We’re here to help ensure the safety and well-being of our users and their loved ones.