SUPPORT
A clear place
to get started.
Help for company owners, managers and staff. Start with the setup guide or jump to the question you need.
FOR COMPANY OWNERS
From setup to staff use.
Set up the company in your browser; your people use the worker app.
Create your company account
Set up your company in your browser. Already have an account? Manager sign in. The person who creates the company becomes its owner.
Choose worker seats
The company owner opens Billing & seats, chooses the number of worker seats and reviews any payment before confirming. Management-only users do not need paid worker seats.
Allocate seats and invite staff
In Staff & invites, the company owner assigns or reserves worker seats. Add your workers to the appropriate team and provide their invitations. Buying seats does not automatically invite staff.
Staff join and complete setup
Staff download LoneApp, join with their invitation code and complete the device checks. Your managers agree responders and timings, complete the company checklist and test the response arrangements.
Before live use: complete your company’s readiness checklist, including the required device checks, and test your response arrangements. A company-wide manager then enables monitoring in Alerts & go-live.
FOR STAFF
Get the worker app.
Your company provides the worker seat. You don’t buy a separate subscription.
Where can I download LoneApp?
Download LoneApp from the Apple App Store. Check the developer is Safety Inspectors UK Ltd. The iPhone app requires iOS 18 or later and is free to download.
Android: Download LoneApp from Google Play. The app is free to download. Use your company invitation to join your team. See app downloads.
How do I join my company?
Ask your manager for your invitation code. In the app, choose I have an invite code, then enter the code, your name, mobile number, work email and a password. Select JOIN MY TEAM. If you already have an account, use Sign in instead.
If the invitation cannot be used, ask your manager to check it in Staff & invites. Don’t create a separate company account to join an existing team.
I’ve forgotten my password. What do I do?
Open app.loneapp.co.uk/reset-password and enter the work email recorded in LoneApp. If an account uses that address, we email a single-use link that expires in 30 minutes. Check your junk folder if it doesn’t arrive. This works for workers and managers.
After you choose a new password you’re signed out everywhere, so sign in on your phone with the new password before your next activity. Until you do, your phone can’t start activities or check in. This also applies if you have an activity running or an alarm still open: the activity, the alarm and their deadlines carry on and server monitoring continues, so a missed check-in still raises the usual alarm, but you must sign in on your phone again to resume check-ins and LoneApp notifications.
Requesting a link doesn’t change anything until you use it. If the email never arrives, ask your manager to check the address in Staff & invites. LoneApp support will never ask for your password.
What should I check before starting?
Check the app’s connection, location and notification permissions, battery and assigned responder. Follow your employer’s instructions for the activity and check-in timings. Your company must complete its readiness checks and enable live monitoring before using LoneApp for live work.
What does an SOS update mean?
“Received by LoneApp” confirms that the service accepted the SOS and raised an alarm. It does not confirm that a responder was reached. An unconfirmed or refused message must not be treated as successful delivery.
Follow your organisation’s emergency arrangements. If you are in immediate danger, call 999. The support inbox is not an emergency response service.
FOR MANAGERS
Your dashboard
and company setup.
Use a computer, tablet or phone. The same account works in your browser.
Where are the dashboard pages on my phone?
Open app.loneapp.co.uk and select Menu. Choose a named page such as Staff & invites, Teams & responders or Alerts & go-live. On larger screens the pages appear in the sidebar.
Where do I set primary and backup responders?
Open Teams & responders and assign the primary and backup responder for each team. Make sure workers are in the correct team and responders understand their responsibilities. Alerts & go-live highlights missing assignments.
What needs to happen before live monitoring?
Live monitoring enables the configured notifications to your nominated responders for real alarms. Seeing locations, activities or demonstration staff on the dashboard does not confirm that those notifications are enabled.
Complete the checklist in Alerts & go-live, including timing rules, primary and backup responders, an alarm channel, paid-seat coverage, removal of demonstration data and the required physical-device checks. A company-wide manager must then explicitly enable monitoring, subject to service availability. Paying for seats does not turn it on.
Can I choose which activity emails I receive?
In My notifications, managers can choose emails for activity starts and finishes, plus optional emails for every check-in. Check-in emails are off by default; the dashboard still records the check-ins.
Routine responder notifications need the appropriate provider, preferences and live-monitoring settings. In trial mode, activity updates and alarms remain visible on the dashboard, while routine email, SMS, call and push notifications to responders are suppressed. The worker’s own phone can still receive an acknowledgement or resolution update. Invitations, requested connection tests and controlled drills are separate and can send messages.
Where can I review activity and alarm records?
Open a worker’s details to review recorded activity and events. For more on the response process, see the existing alarm response guide. Location timestamps matter: a last reported position may be out of date.
FOR COMPANY OWNERS
Seats and payments.
£3 per worker seat per month plus VAT. The management dashboard is included.
Why can’t I see Billing & seats?
Only the company owner can manage billing and worker seats. Other managers should ask their company owner. On a phone, open Menu to find the page.
Does adding a person create a payment?
No. Adding a person is not a payment confirmation. Staff & invites shows purchased, assigned, reserved and available worker seats. On subscription billing, worker invitations and assignments need seat capacity; management-only users do not need worker seats.
What if our company has an existing trial account?
Some existing demonstration accounts have unlimited trial access. That unlimited access ends only when the first subscription payment is confirmed. Opening Checkout, leaving it unpaid or returning from it does not end the trial. While Checkout is open, new worker invitations and seat assignments are limited to its chosen number of seats. Existing activities and alarm responses remain available under the company’s monitoring settings and normal delivery limits.
Why is Continue to secure checkout disabled?
Read the explanation beside the control in Billing & seats. Checkout depends on billing availability, company-owner access and a valid seat selection. A disabled button does not mean that payment is due. Contact support if you need help.
How do monthly renewals and seat changes work?
Once subscribed, payments renew automatically each month. The owner can preview an increase and confirm its prorated charge. Reductions and cancellation take effect at the next monthly renewal, keeping the current paid period. If a reduction is already scheduled, cancelling replaces it in one confirmation; your current paid seats continue until the subscription ends. If you later keep the subscription renewing, it renews at the current seat quantity, so schedule the reduction again if you still want it.
Does paying an invoice change my renewal card?
Not necessarily. Pay outstanding invoice settles the invoice. To change the card used for future renewals, the owner should open Invoices & payment method and choose Make default for the intended card.
STILL NEED A HAND?
Tell us where you’re stuck.
Include the page name and what happened. Don’t email passwords, verification codes or sensitive staff details.