Snug information for local public service professionals

Snug is a daily check-in app for people who live alone. If you work in law enforcement, emergency communications, fire or EMS, or another local public service, these resources can help you understand how Snug works and what your agency might experience if asked to conduct a wellness check for a Snug customer.

Need to follow up on a Snug wellness check request?

Call Becklar Monitoring, Snug's Dispatch partner, at +1 (801) 781-6101 and provide the customer's name or phone number.

How Snug works

Each day, a Snug customer checks in through the Snug app to confirm that they are okay. If they do not check in by their selected deadline, Snug initiates the missed check-in response plan.

Snug partners with Becklar Monitoring, a professional alarm-monitoring company, to provide Dispatch service. When a Snug check-in is missed, a Becklar operator tries to reach the customer and then their emergency contacts. The operator makes two rounds of calls. If no one can confirm that the customer is safe or agree to check on them, the operator requests a wellness check from local emergency services on Snug's behalf.

A missed check-in is not necessarily an emergency, but it is worth following up on. Most Snug customers are older adults who live alone and are concerned that something could happen when no one is nearby to know they need help.

Following up on missed check-ins has helped customers receive assistance in serious situations, including:

A customer with type 1 diabetes who experienced a diabetic emergency. Watch Mike's story
Older adults who had fallen and could not call for help
People who had died at home and might not otherwise have been found promptly

A missed check-in signal does not explain why the customer missed it or confirm their current location or condition. Snug does not continuously monitor the customer, replace a direct call to local emergency services, or control whether or how quickly an agency responds.

Note: Snug also offers a Free Plan that alerts the customer's chosen emergency contacts after a missed check-in. Those contacts decide whether to contact a local agency. Learn what happens after a missed check-in.

Common questions

What information does Snug provide when requesting a wellness check?

When requesting a wellness check on Snug's behalf, a Becklar operator can provide:

The customer's name and phone number
The customer's home address

When available, the operator may also be able to provide:

The most recent location Snug was able to gather from the customer's phone
Emergency contact information
Home access information
Pertinent medical information

The availability and accuracy of this information can vary, as customers are responsible for keeping account information current. Phone settings, connectivity, battery state, and operating-system restrictions can prevent Snug from receiving a current location.

How does Snug reduce unnecessary wellness check requests?

Snug sends customers several reminders before treating a check-in as missed. After a missed check-in, a Becklar operator makes up to two rounds of calls to the customer and their emergency contacts. If someone confirms that the customer is safe or agrees to check on them, the operator stops the calling process and does not request a wellness check.

These steps help resolve missed check-ins before involving a local agency, but they cannot prevent every unnecessary request.

What should happen if the customer is confirmed 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 resumes future reminders.

Can Snug cancel a wellness check response?

Snug can try to pass along an update after a request has been made, but cancellation is not guaranteed. The responding agency retains control of its response.

How can an agency follow up about an active Snug request?

Call Snug Dispatch at +1 (801) 781-6101 and provide the Snug customer's name or phone number. Do not email Snug Support about an active or time-sensitive response.

For a records request or another non-urgent agency inquiry, email Snug Support.

Is Snug affiliated with a local agency?

Snug is an independent service. A wellness check request does not imply an endorsement, partnership, integration, or service agreement with the receiving agency.

Yes. Email Snug Support with questions, feedback, or ideas for how Snug can work better with your agency. We're real people who want to work with local agencies, learn from your experience, and make sure we're handling these situations responsibly.

For a conversation about community education or a potential organizational relationship, email Snug partnerships.