Articles on: FAQ's

FAQ: Subscription, tariffs, registration, cancellation

Answers to frequently asked questions about activation, tariff differences, transfer and cancellation can be found here.


Contents:


How can a watch be reassigned to a new account or user?

A JAMES watch that is still active and assigned to another user cannot be registered directly to a new account. The currently assigned user must first cancel the existing subscription. After the watch has been deactivated, the existing data is removed and the new user can register it again at https://james.care/start/ by entering the watch’s IMEI number.


If the watch is being transferred immediately, the current user can request immediate deactivation and confirm that they waive the remaining term. The watch can then be reactivated by the new user. The subscription itself is not transferred automatically; the new user completes a new activation and subscription process.


How much does the JAMES emergency watch cost?

You can find prices and a comparison table of our watch models here: https://james.care/notrufuhr/


Are there any additional costs on top of the watch prices?

To use the emergency functions of the watch, you need the JAMES basic tariff. You can find prices and more detailed information about the tariffs in our webshop at: Tariffs - everything about the JAMES tariff and the add-on tariffs - JAMES Shop


Do I need to register or activate my new watch?

If you purchased your JAMES emergency watch in the JAMES webshop, it will be shipped to you already activated. You will receive your access details for the web portal and app by email at the time of purchase.


How do I activate my watch step by step?

If your watch was not purchased with the JAMES basic tariff already activated (e.g. bought second-hand, from a retailer or a partner shop such as Amazon), activate it as follows:

  1. Go to https://james.care/start/ and choose “Activate watch”.
  2. Enter the 15-digit IMEI number of your watch.
  3. Select the monthly payment variant (required if you want to redeem a voucher).
  4. Add the subscription to the cart and, if applicable, enter your voucher code.
  5. Proceed to checkout, store a payment method and complete the order.
  6. Once activation is successful, the watch is unlocked and you receive the access data for the app and web portal by email. Please also check your spam folder.


A user account to manage the watch is only created together with an active JAMES tariff. If you did not receive access data or the account does not exist, contact Support with your IMEI number so we can send or reset your access data.


Where can I find the IMEI number for registration?

You can find the IMEI number of your watch on the white outer cardboard box of your packaging. It is located on the larger barcode sticker and is marked “IMEI”.
Depending on the watch model, the IMEI may also be displayed on the power-off screen or during charging.


Registering the watch when purchased via AMAZON, MediaMarkt or other online shops

If you purchased your JAMES emergency watch from Amazon or other online shops, or in a store, you still need to register your watch and activate the basic tariff. You can activate it here: Activation – Activate your JAMES emergency watch here. After activation, you will receive your access details for the web portal and app by email.


Where can I redeem my voucher?

After you have added your desired items to the cart, click “View cart”. Then enter your voucher code in the field provided below your selected items and click “Apply voucher”. If you have multiple vouchers, please apply them one after another.


What should I do if my discount code is not working?

If a tariff voucher is rejected during activation with a message such as “the voucher is not applicable to the selected products”, you have most likely selected the annual payment option. Tariff vouchers can only be applied with the monthly payment option. Please restart the activation, select the monthly payment method first, then enter the voucher code, store a payment method and complete the activation.


If the voucher is still declined because the usage limit has been reached (for example after a failed order attempt), contact Support so the voucher can be released again.


If your discount was granted as a price reduction on an order placed for you by Support, you do not need a voucher code at all. Simply log in to your webshop customer account at james.care/myjames, open “Orders” and complete the payment for the open order – the reduced price is already applied.


A voucher that has already been redeemed, or a time-limited campaign voucher whose validity period has passed, can no longer be used.


What is included in the basic tariff?

The basic tariff is required for the JAMES watch to work.
Your advantage: 
The basic tariff already includes a Europe-wide roaming SIM card – meaning no additional effort for you!
In addition, the tariff includes:

  • Use of the JAMES app with a user-friendly web portal.
  • Reliable alerting of the emergency alerting chain with up to 10 contacts that can be stored.
  • Location tracking and position requests for the watch.
  • Premium support via our JAMES hotline.


What does the “Emergency call centre” add-on tariff offer?

With the “Emergency call centre” add-on tariff, you supplement the basic tariff with maximum safety and convenience. A professional emergency call centre staffed 24/7 ensures that a JAMES helper responds reliably to every alarm. If no relative takes over the alarm, the call centre acts immediately and ensures the necessary assistance – at any time of day and also on public holidays!


How much do the basic tariff and the add-on tariffs cost?

The basic tariff and add-on tariffs for JAMES emergency watches can be booked monthly or annually. You can find the prices and costs for our tariffs here: https://james.care/tarif


How do I pay the monthly tariff / payment options?

The available payment methods are credit card, debit card and PayPal.
SEPA direct debit payments are not possible directly in the system, but can be set up on request via Support. Request the SEPA direct debit mandate from Support, complete and sign it, and return it to Support. The completed mandate can be sent by email. Once received, Support enters the SEPA mandate and uses it for future payments until revoked. To change the bank account or switch from card payment to direct debit, submit a newly completed and signed mandate. Monthly direct debit can be requested when returning the mandate.
Standing orders and manual bank transfers are generally not permitted.


How can I add tariffs later?

Log in to your customer account on james.care. In the main menu, open “Tariffs”, select the desired add-on tariff and enter the IMEI number of your emergency watch. Add the tariff to your cart, complete the purchase – activation takes place automatically.


Is there a trial period / trial month?

Yes, you can test the watch free of charge for the first 30 days from the order date. Within these 30 days, you can revoke the purchase contract at any time and receive a full refund. The tariffs are only charged after the trial period.


How can I cancel the subscription / how does cancellation work?

To cancel your subscription, log in to the webshop with your customer account at james.care/myjames and open the “Subscription” section. Select the subscription you want to cancel and click “Cancel subscription”. If no active subscription is shown, provide Support with the watch’s IMEI number, device phone number or device code so the cancellation can be processed. Support confirms the cancellation in writing, stating the IMEI number and the effective cancellation date. The subscription (monthly or annual) is cancelled at the next possible date, i.e. the end of the current billing period; use of the watch remains possible until then.


Cancellation in the event of death: If the watch owner has passed away, Support offers its condolences and stops billing immediately and deregisters the watch’s SIM card upon request.


Watch purchased from a third-party provider (e.g. Notfall-ID Kania): If the watch was purchased through a third-party provider, the subscription must be cancelled directly with that provider, not with JAMES.


Payment continues after cancellation: If a payment (e.g. via PayPal) is still collected after the cancellation confirmation, contact Support with a payment confirmation so it can be reviewed. Note that a charge dated shortly before the cancellation date can be the final regular billing.on can be processed manually.


The cancellation takes effect at the end of the prepaid or current billing period. No further payments are charged after cancellation. The watch is automatically deactivated at the end of the remaining subscription period and the associated data is deleted. If the watch is deactivated, it may be privately resold; the new owner can reactivate it with a new subscription at james.care/start by entering the watch’s IMEI number.


You can find more information in the webshop user manual: Manual: JAMES Webshop


Cancellation after returning the watch: If you return the watch (e.g. within the trial period or as a revocation of the purchase), the associated subscription/mobile tariff is not cancelled automatically by the return alone – it is cancelled by Support once the return is received and processed. If a tariff fee was already charged after a return, Support can refund the amount as a goodwill gesture.


Outstanding payments: If a subscription has unpaid amounts, the outstanding balance normally has to be settled before the cancellation can be completed. Alternatively, Support may waive the outstanding payment as a goodwill gesture and discontinue the corresponding service with immediate effect.


Note: A paid basic tariff remains active until the end of the current term even after cancellation. After that term ends, the device is automatically deactivated and all its data is removed.on can be processed manually.


The cancellation takes effect at the end of the prepaid or current billing period. No further payments are charged after cancellation. The watch is automatically deactivated at the end of the remaining subscription period and the associated data is deleted. If the watch is deactivated, it may be privately resold; the new owner can reactivate it with a new subscription at james.care/start by entering the watch’s IMEI number.


You can find more information in the webshop user manual: Manual: JAMES Webshop


In the event of the death of the user, the subscription is cancelled to the next possible date once the account holder or a relative submits the request with the relevant subscription details (e.g. IMEI number).on can be processed manually.


The cancellation takes effect at the end of the prepaid or current billing period. No further payments are charged after cancellation. The watch is automatically deactivated at the end of the remaining subscription period and the associated data is deleted. If the watch is deactivated, it may be privately resold; the new owner can reactivate it with a new subscription at james.care/start by entering the watch’s IMEI number.


You can find more information in the webshop user manual: Manual: JAMES Webshop


Is there a cancellation period?

From the moment you cancel, no further payments will be charged. The watch will be automatically deregistered at the end of the current billing period (monthly or annual).
You can find more information in the webshop user manual: Manual: JAMES Webshop


Is there a cancellation period?

With monthly payment, the subscription can be cancelled monthly.
With annual payment, cancellation must be made before the automatic renewal so that the subscription does not renew for another year.
During the first trial month, the subscription can be cancelled at any time. The watch will be automatically deregistered at the end of the current billing period (monthly or annual).
You can find more information in the webshop user manual: Manual: JAMES Webshop


Is there a cancellation period?

With monthly payment, the subscription can be cancelled monthly.
With annual payment, cancellation must be made before the automatic renewal so that the subscription does not renew for another year.
During the first trial month, the subscription can be cancelled at any time.


How can I switch my subscription from annual to monthly payments (or vice versa)?

With annual payment, cancellation must be made before the automatic renewal so that the subscription does not renew for another year.
During the first trial month, the subscription can be cancelled at any time. The watch will be automatically deregistered at the end of the current billing period (monthly or annual).
You can find more information in the webshop user manual: Manual: JAMES Webshop


Is there a cancellation period?

With monthly payment, the subscription can be cancelled monthly.
With annual payment, cancellation must be made before the automatic renewal so that the subscription does not renew for another year.
During the first trial month, the subscription can be cancelled at any time.


How can I switch my subscription from annual to monthly payments (or vice versa)?

To change your billing period, log in to the webshop with your customer account at james.care/myjames and open the “Subscriptions” section. There you can adjust your billing period (monthly or annual) via “Change billing period”.
The change is treated as a new purchase and must be confirmed during checkout. If your payment details are already stored, confirmation is sufficient and the interval is switched immediately.
You can find more information in the webshop user manual: Manual: JAMES Webshop


Are there any additional costs when switching the tariff subscription from monthly to annual payment (or vice versa)?

No, there are no additional costs when switching.


Can the watch be returned after cancelling the subscription?

No, unfortunately this is not possible.


Can the watch also be rented?

No, not directly. However, many organisations and call centres offer the JAMES emergency watch for rent in combination with their emergency call centres and other services. These offers are usually referred to as “home emergency call”.


Can the watch be resold second-hand and can the subscription be transferred to the new owner?

Yes. To do this, the current subscription must be cancelled and the new owner can take out a new tariff contract for the watch in the ILOGS webshop via “Activate”.

Updated on: 13/08/2026

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