Nomo Smart Care System FAQ

Wi-Fi Connection Issues

I'm having trouble connecting my Nomo Smart Care device to Wi-Fi. What should I do?

Before troubleshooting, ensure you've given the Nomo App permission for Bluetooth and Location Services. The Nomo hub requires a 2.4 GHz Wi-Fi connection. Follow these steps:

  1. Check Your Wi-Fi Network - Make sure your Wi-Fi is on and working. Ensure you're connecting to a 2.4 GHz network (not 5 GHz). Look for network names like "MyWiFi_2.4G" or check your router manual.
  2. Restart Your Router - Unplug your router from power, wait 30 seconds, then plug it back in. Wait for the Wi-Fi to fully restart (this may take a few minutes).
  3. Move Closer to Your Router - Bring the Nomo Hub closer to your router while setting up. Walls and other electronic devices can weaken the signal.
  4. Disable 5 GHz Temporarily - If your router doesn't show separate networks, try temporarily turning off 5 GHz in your router settings.
  5. Check Your Password - Make sure you're entering the correct Wi-Fi password (check for typos and capitalization).
  6. Restart the Nomo Hub - Unplug the Nomo Hub, wait 10 seconds, then plug it back in and try connecting again.

If you're still unable to connect, for further assistance.

Device Installation and Setup

How do I install my Nomo Hub?

Follow these steps:

  1. Plug in the Hub - The Hub will greet you: "Hello, my name is Nomo." Follow the app's prompts or go to Settings → Add & Manage Devices.
  2. Place the Hub - Position it in a room with a good view of the area you want to monitor. Listen for "Hub is connected."
  3. Install Satellites and Tags - Once the Hub is ready, connect satellites and tags following the app's instructions.

How do I install my Nomo Satellites?

  1. Navigate in the app to Settings → Manage Devices → Satellite
  2. Position the satellite in an area with a good view of the space you want to monitor
  3. Press and hold the button on top of the satellite for six seconds until the lights spin in a circle
  4. The app will notify you when the satellite is successfully connected

How do I install my Nomo Smart Care Tags?

  1. Choose Placement - Tags can be attached to items like doors, drawers, or cabinets. Clean the surface before sticking the tag.
  2. Stick and Connect - Peel off the adhesive backing and attach to a smooth surface. In the app, go to Settings → Manage Devices → Tag.
  3. Activate the Tag - Press and hold the button on front of the tag for six seconds until green lights flash. Listen for "Tag is connected."

Device Reset and Removal

How do I factory reset my Nomo Smart Care devices?

For Nomo Hub:

  • Press the big button on top for 10 seconds until the LED ring flashes red quickly
  • Let go when it flashes a few times. The LED will go dark for 2-3 seconds
  • You'll see a blue 'comet' and hear "Please open the Nomo app to get started"
  • After reset, remove and re-add the Hub through the app

For Nomo Satellite:

  • Hold the grey button for 10 seconds until the LED ring pulses red quickly
  • Let go after it pulses a few times. The LED will go dark then flash green once when complete
  • After reset, remove and re-add the Satellite through the app

For Nomo Tag:

  • Test first by clicking the button once: Red flash = not provisioned (ready to add), Green flash = working correctly
  • To reset: Press and hold the button until lights go green then steady red (keep holding)
  • After about 6 seconds, red lights will flash quickly, then let go

How do I remove a linked device from my system?

  1. Log in to the Nomo App
  2. Tap Settings in the bottom-right corner
  3. Select Add & Manage Devices
  4. Tap on the device you want to remove
  5. Select Remove Device to unlink it from your system

Fall Detection and Sensitivity

Can I adjust the sensitivity on the Fall Detection Pendant?

You cannot adjust the sensitivity on the Fall Detection Pendant. The tags use an accelerometer to detect sudden, rapid acceleration followed by a quick stop. If you're receiving false alerts during normal daily movement:

  1. Inspect the pendant - Ensure it's not loose or making rattling noises when shaken. If so, contact support for a replacement.
  2. Factory reset and re-add - Reset the pendant, remove it from the system, and re-add it.
  3. Swap the tag - Try using a different tag from your Essential Care Kit. If the new tag works better, contact support for a replacement.

App Permissions and Settings

What settings need to be enabled for Nomo Smart Care to function properly?

The following permissions must be granted in the app:

  • Bluetooth
  • WiFi
  • Location Services

To enable these:

  1. Open the Nomo App
  2. Tap Settings in the bottom right corner
  3. Select App Permissions
  4. Choose the permission you want to change
  5. This will direct you to your phone's menu where you can enable the permissions

Caregiver Management

How do I invite a caregiver to the Nomo Care Circle?

  1. Open the app and tap Settings in the bottom right corner
  2. Select the Caregivers option
  3. Click the Invite Caregiver button
  4. Enter the caregiver's mobile number and choose their access level:
  5. Tap Send Invite

The recipient will receive an invitation to download the app and join the Care Circle.

Device Placement

Where should I install my Nomo Smart Care Hub, Satellites, and Tags?

  • Nomo Hub: Install centrally in the home, ideally in a heavily used room where your loved one spends most of their day time, positioned at a height that provides a wide view of the room.
  • Nomo Satellites: Plug into a visible, standard wall outlet positioned to detect sound and movement with an unobstructed view of the area to be monitored.
  • Nomo Tags: Place based on the type of care you wish to provide. Can be affixed to any surface in the home or worn as a pendant or carried in a pocket. Tags are the only device designed to be used near water (showers, bathtubs, sinks).

Emergency Response

How do I resolve a Panic Button press?

There are two ways to resolve a Panic Button press:

Through the automated call:

Listen through the automated options:

  1. "Connect to the Hub" - Yes connects you to communicate with the Care Recipient; No moves to next option
  2. "Escalate to central monitoring station" - Yes escalates to Central Monitoring; No moves to next option
  3. "Cancel this alert" - Yes cancels the alert; No disconnects and you'll receive follow-up calls every 5 minutes

Through the app:

  1. Login to the Nomo app and navigate to the Summary page
  2. Click the "Respond" button on the Response Required screen
  3. Click the "Resolve" button on the act on alert screen
  4. Confirm that you want to resolve the alert

General Questions

Does the Care Recipient need a cell phone?

No, the Care Recipient doesn't need a cell phone to set up the system and doesn't need to download the app. During signup, you can add either a cell phone or landline number for the Care Recipient to continue the setup process.

How does the 30-day free trial work?

The 30-day trial starts after you set up your payment for the app. You'll be asked for payment at the end of setup. You can also pay later by going to Settings (bottom right) → Account & Payments → Subscriptions.

Payments & Safety

Is my payment data safe with you?

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.

Do you accept online payments?

Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.

Learn more about our store's safe checkout experience (powered by Shopify) here.

Where can I learn more about the payment and processing on your store?

For more insight, you may also want to read Shopify’s Terms of Service here or Privacy Statement here.

What forms of payment do you accept?

We accept payments from major credit card companies like Visa, Mastercard, and American Express.

Shipping & Delivery

How long does it take to get my products?

Shipping to locations in the United States can take up to 5 business days. International shipping can take up to 14 business days.

How much does it cost?

Shipping rates vary depending on your region and are calculated at checkout.

Here are the full details of our Shipping Policy.

Is there free shipping?

We offer free shipping on large US orders.

Do you ship internationally?

Yes, we ship our products all over the globe.

Please note that free shipping is not applicable for international orders and that shipping rates could vary depending on your region.

Do you ship to my area?

If your country or region does not come up as a shipping option after you’ve placed a product in your cart and started the checkout process, please chat, call us at1.844.888.8854, oremail the Nomo Smart Care teamto coordinate shipping. 

Warranty & Repair

Do you offer warranty for your products?

All our products are subject to quality control.

Our warranty provides a guarantee against manufacturer defects.

The guarantee covers any manufacturing, design, or material defect. Please notify us within 2 months of noticing any defects.

It does not cover blows, improper use, or other issues that are not attributable to a manufacturer defects.

Do you offer extended warranty?

An extended warranty can be added to your products for an additional cost.

Please get in touch for more information about extended warranties.

How much does extended warranty cost?

The extended warranty could come at a different cost depending on the type of product and extended period.

Please get in touch for more information.

Returns & Refunds

Do you offer refunds?

At Nomo Smart Care™, we stand behind the quality and value of our products. That’s why we offer a 60-Day No Hassle Return Policy. If for any reason you are not satisfied with your purchase, you may return the item(s) within 60 days for a full refund. 


Please chat, call us at 1.844.888.8854, or email the Nomo team for questions about our Return policy.

How long after I complete a purchase can I ask for a refund?

A refund request can be submitted within a month after the purchase is made.

How much can I get refunded?

In the case when the product and packaging are unopened and undamaged, you are eligible for a full refund.

In the case when the packaging has been opened and the product has been used, you are eligible for a partial refund.

In the case when a product has been damaged, and the damage is not covered by your warranty, you are not eligible for a refund.


Please chat, call us at 1.844.888.8854, or email the Nomo team for Warranty details.

Who pays the shipping costs in the case of a refund when the order doesn't have free shipping?

When an order does not include free shipping, all shipping costs (including the return shipping) are handled by the customer.

Who pays the shipping costs in the case of a refund when the order has free shipping?

When an order includes free shipping, only the cost of the return shipping is handled by the customer.