JAMES Webshop Manual

In the JAMES webshop you can purchase and manage our products and services. Your webshop user profile is created automatically when you purchase your first basic subscription.

How can I contact JAMES support for assistance with my order?

For questions about an order, contact JAMES support by email at support@james.care. Include your order number and a brief description of your request. The support team generally responds within two working days.

B2B partners should send all business enquiries exclusively to support-b2b@ilogs.care. This ensures optimal and timely processing.

You can also manage many order-related matters yourself by logging in to the webshop customer area at james.care/myjames, where you can view orders and invoices, make manual payments, and manage payment details.

How do I get the login details for my webshop customer account?

You will receive your login details for your webshop customer account (james.care/myjames) by email after activating your JAMES emergency watch. Please also check your spam folder.
If you have forgotten your login details, you can request a new password using the “Forgot password” function on the login screen.

What can I do with my webshop customer account?

• Change your payment method

Where can I find my invoices?

To view and download your invoices, log in to the webshop with your customer account at james.care/myjames. Open the “My subscription” section. Further down, under “Related orders”, you will find the invoices for your subscription payments and can download them.

Invoices are also sent by email as a PDF or with a link to the invoice. If you cannot open the PDF or link, contact support and request that the invoice be sent again by email. You can print or save a downloaded invoice on your computer.

If the purchase was made through another retailer or service provider, that seller issues the invoice. Contact the retailer named on the invoice or purchase documentation for a copy.

How can I change my login details (user name and password) in the webshop?

To change your login details, log in to the webshop with your customer account at james.care/myjames and open the “Account details” section. There you can change your login details (your user name and password) as well as other details.

How can I change my payment method in the webshop?

If you have an active JAMES basic tariff or additional tariff, you can change the automatic payment setting to manual in the settings. This means that the next invoice will not be charged automatically, but will remain “open”. Note: This is not a problem – your service will continue as normal.

To update your payment details, log in to the JAMES webshop with your email address as the username at james.care/myjames. This is separate from the JAMES web portal or app. If necessary, use the “Forgot password” function.

Open “Subscriptions” and select the relevant subscription. Click “Change payment”. To save a new card or other payment details, use the payment process for an open invoice: open “Orders”, click “PAY”, enter the new payment details, select “Save” (or “Save payment information in my account for future purchases”), accept the terms and complete the payment or subscription renewal. If more than one subscription has an outstanding invoice, repeat the process for each invoice.

For legal reasons, payment methods cannot be saved outside of a payment process. To change the PayPal account itself, first deactivate automatic renewal, then select the new payment method during the next payment process.

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.
If no payment is currently due, change the automatic payment setting to manual first. The next invoice then remains open and can be paid with the new method. The service continues as normal while the invoice is open. For legal reasons, a payment method can only be saved during a payment process.

If the payment page does not accept the new details, try entering them again or use a different browser. If a credit card is rejected, contact your bank. SEPA direct debit can be set up on request via Support by returning a completed and signed SEPA mandate; the new bank details can then be stored for future payments. Payment by invoice or ordinary bank transfer is not available as a general alternative.
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.

I received an email saying a payment failed. What do I need to do?

Sometimes a payment can fail, for example if your credit card has expired or was declined by the bank. If your credit card was declined, contact your bank. If you cannot update the payment method, try again in a different browser; entering the payment details more than once may be necessary.

To complete the payment manually, proceed as follows:
Log in to the webshop with your customer account at james.care/myjames.
After logging in successfully, open the “Orders” section to view your monthly or annual invoices.
For the open invoice, click “PAY” to complete the payment and, if needed, add a new payment method. Select “Save” so that the new payment method is stored for future automatic payments.
Please note: This open invoice includes the total of all outstanding amounts from the current year (if applicable). The service continues as normal while the invoice remains open.

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.

How can I return my order and get a refund?

If you want to withdraw from your purchase, contact JAMES and request a return. Include your order number and specify which items are being returned. You can also return only part of an order (for example an additionally ordered bracelet) instead of the whole order. JAMES will provide a return label for sending back the item(s).

Send the items back in new or undamaged condition. After the return has arrived, technicians inspect it. If no defects or damage are found, the purchase amount is refunded using the selected payment method. The associated subscription is then cancelled automatically.

The return and refund are processed after receipt and inspection of the returned items.

How do I request a replacement or warranty inspection for a defective device?

Contact JAMES Support and describe the defect. Include the device’s IMEI number and, if available, the purchase date or order information. Support will determine the next step, which may be a replacement or an inspection.

The return and refund are processed after receipt and inspection of the returned items.

How do I request a replacement or warranty inspection for a defective device?

Contact JAMES Support and describe the defect. Include the device’s IMEI number and, if available, the purchase date or order information. Support will determine the next step, which may be a replacement or an inspection.

For a warranty inspection, send the device to the address provided by Support. For example:

ilogs healthcare GmbH
Krone Platz 1
9020 Klagenfurt am Wörthersee
ÖSTERREICH

If a replacement watch is sent, do not activate it yourself. After delivery, send Support the IMEI number shown on the packaging so the replacement can be assigned to the existing user account and the subscription and device data can be transferred. A self-activation may create a second subscription.

How can I return my order and get a refund?

If you want to withdraw from your purchase, contact JAMES and request a return. Include your order number and specify which items are being returned. JAMES will provide a return label for sending back the order.

Send the items back in new or undamaged condition. After the return has arrived, technicians inspect it. If no defects or damage are found, the purchase amount is refunded using the selected payment method. The associated subscription is then cancelled automatically.

The return and refund are processed after receipt and inspection of the returned items.

Updated on: 10/08/2026