Support Center & FAQ

General questions
Why should I use RapidSOS Haven during an emergency?
Americans spent $21 billion last year on home security systems, yet 82% of violent crime occurs outside the home. You and your family are increasingly mobile – it’s time that you have a reliable way to reach help and each other during an emergency.

RapidSOS Haven is a transformative mobile security app. In an emergency, RapidSOS Haven transmits unprecedented information to compatible 9-1-1 dispatcher systems, while bringing the family together by notifying loved ones that an emergency has occurred. Haven provides enhanced data flow to first responders and loved ones in an emergency – sending unparalleled information when it matters most.
How does RapidSOS Haven work?
In the Haven app, advanced intelligence actively manages connectivity to transmit key information. What this means is that Haven can connect users to emergency dispatchers over multiple channels (including WiFi, LTE, 4G, 3G, 2G), helping reach 9-1-1 in situations with challenging connectivity or limited bandwidth.

When one of the four tiles is touched, your GPS location and type of emergency are transmitted to a compatible 9-1-1 dispatcher system. Depending on the dispatch center’s capabilities and when a data connection is available, additional data, including relevant medical and demographic data, is also transmitted over the data channel or via voice if you can’t speak.

Simultaneous to this data connection, a voice channel is opened. Depending on your signal strength, this may consist of a seamless VoIP connection or your phone may ring with an inbound call from 9-1-1. In the event of extremely weak signal strength, Haven will revert to a native 9-1-1 dial on your device.

Once the situation is contained by first responders (the session with 9-1-1 has ended), Haven automatically notifies your emergency contacts via text message and email with key information about the emergency.
Where does RapidSOS Haven work?
Currently, the Haven app works in the Continental U.S. and Hawaii. Globally, RapidSOS has the emergency numbers for over 135 countries categorized to ensure that you quickly dial the correct dispatch center when you need help (if you phone works internationally).
What if I can’t speak?
For a variety of reasons, in some emergencies, it may not be possible to speak. Haven transmits information even if you can’t speak, using data pathways (when a data connection is available) to transmit location and other important information, and speaking additional information on your behalf if you can’t speak.

While the FCC reports that today, only around 6% of 9-1-1 dispatch centers can receive a text message, Haven enables you to send text messages to 9-1-1. RapidSOS Haven detects the 9-1-1 dispatch center’s capabilities and will speak your text to the dispatcher if the center does not have the ability to receive the text otherwise. Note: Version 1.0 of Haven will not transcribe the dispatcher’s voice into a text message back to you – so please be prepared for an audio response. We are beta testing the transcription technology and hope to release it soon!
Does Haven work internationally?
Haven has the emergency numbers for over 135 countries categorized to ensure that you quickly dial the correct dispatch center when you need help (if your phone is able to make calls while overseas). Currently, the app will detect when you are outside the United States and switch to International Mode. In International Mode, Haven will provide one touch dialing for local emergency dispatch (Over 120 emergency numbers exist globally – Haven has catalogued them based on geography and type of emergency, e.g. 110 in China for police).

We are currently working on providing a data connection into emergency numbers globally – this will provide the same one touch data transmission internationally as in the Continental U.S.
Is RapidSOS a replacement for 9-1-1?
No, RapidSOS is not 9-1-1 nor is it a substitute for 9-1-1. RapidSOS is a commercial service provider that places calls into the 9-1-1 system. The RapidSOS technology manages connectivity during a 9-1-1 call and enables 9-1-1 dispatcher systems to receive data. RapidSOS' service is intended to enhance 9-1-1 by: providing data beyond voice, enabling texting if verbal communication is not possible, and promoting faster communication. You can still dial 9-1-1 from any phone that Haven is installed on, should you choose not to use the RapidSOS service.
What is RapidSOS doing to protect users' privacy?
The security and privacy of your information are an utmost priority. RapidSOS uses infrastructure designed with strong safeguards in place to protect customer data and privacy. The infrastructure is protected by extensive network and security monitoring systems, and the infrastructure components are continuously scanned and tested. RapidSOS employs the same encryption data transmission technologies used by leading financial institutions to maintain confidentiality.
How does Haven provide improved location data to 9-1-1?
Currently, when you call 9-1-1 from a cell phone, most 9-1-1 dispatcher centers only receive the location of the cell tower/s nearest to you. They then use triangulation to approximate your location, which can take extra time and still be inaccurate. Haven uses all location sensors on your smartphone device, including GPS, WiFi beacons, Bluetooth beacons, in addition to regular cell tower triangulation. Therefore, Haven can provide much more accurate coordinates than 9-1-1 currently receives, and sometimes even your precise address.
How to get
How can I get Haven?
You can get RapidSOS Haven by creating an account by clicking "Sign Up" on RapidSOS.com and downloading the app from the App Store or Google Play afterwards. You can also search RapidSOS Haven in the App Store or Google Play and create an account there. We are working with a variety organizations who are interested in offering Haven to their members. If you would like to suggest an organization for us to reach out to, please fill out this form. If you would like Haven but cannot afford it, please fill out this form.

Important note: After you download the app, make sure you are ready for any emergency by completing a simple sign up process immediately after downloading the app. Entering your basic information and emergency contacts only takes a couple minutes, and will ensure there is no delay when you open the app to use it in a real emergency (you must have a subscription to use the app).
What operating systems is Haven compatible with?
RapidSOS Haven is designed for iOS and Android. You can currently find Haven on the App Store and Google Play.
What devices does Haven work on?
The Haven app is currently compatible with iPhone 4s, 5, 5s, 6, 6s, 6 Plus, 7, 7 Plus, SE and the following Android devices: Samsung Galaxy S4, S5, S6, S7; S6, S7 Edge; Note 3, 4, 5; LG G3, G4, V10; Motorola Moto X 2014, 2015; Moto G 2nd Gen 2014, 3rd Gen 2015; Motorola Droid Turbo 2; HTC M8, M9, M10; Google Nexus 6p, 5x, 6; OnePlus 2.

Note: Compatible with above noted iPhones with SIM card installed with carrier assigned phone number; no third party VOIP services similar to Google Voice.
What if I don’t have a smartphone, but I want the Haven app?
Today, Haven only works on iOS and Android smartphones. Our engineering team is looking at a variety of solutions, including providing Haven over wearable devices, laptops, tablets, and feature phones – though we anticipate these releases will take some time.
How much does Haven cost?
You can download and use Haven for free for 30 or 90 days, depending on the subscription you sign up for. Once the introductory period is over, Haven has a monthly subscription fee ($2.99/month or $29.99/year for individuals; $4.99/month or $49.99/year for families).

RapidSOS is committed to providing Haven to those in need. If you feel that you and your family could benefit from the safety and security that Haven provides, but are unable to afford it, find out how the Safer Together Movement can help.

We are working with a variety organizations who are interested in offering Haven to their members. If you would like to suggest an organization for us to reach out to, please fill out this form.
I have been invited by a friend to download Haven. What do I do?
When you have been invited by a friend to download Haven, you will receive an email. You may click the link directly in the email. Use the email address that your friend used to invite you to create your account. Once you’ve created your account, you will automatically be enrolled in your free introductory period. Make sure you download the app and complete the quick set-up so Haven is ready to use on your device.
I have been invited by a Family Plan holder to join the Family Plan. What do I do?
Click on the link in the email that you received. Make sure you use the email address that the Family Plan holder used to invite you to create your account. Once you’ve created your account, you’ll be automatically enrolled in your Family Plan.

While your subscription (payment) is managed by the Family Plan holder, you control your personal account, such as inputting personal demographic and medical information, choosing emergency contacts, and other information specific to you.
I have been invited by an organization I am affiliated with to download Haven. What do I do?
Click on the special link provided by your organization to sign up. Use the email address the organization used to send you the special link to create your account.

If you believe an organization invited you to download Haven but are unable to sign up, check with the organization to make sure they have your correct email address.
How it works
How does RapidSOS Haven work?
In the Haven app, advanced intelligence actively manages connectivity to transmit key information. What this means is that Haven can connect users to emergency dispatchers over multiple channels (including WiFi, LTE, 4G, 3G, 2G), helping reach 9-1-1 in situations with challenging connectivity or limited bandwidth.

When one of the four tiles is touched, your GPS location and type of emergency are transmitted to a compatible 9-1-1 dispatcher system. Depending on the dispatch center’s capabilities and when a data connection is available, additional data, including relevant medical and demographic data, is also transmitted over the data channel or via voice if you can’t speak.

Simultaneous to this data connection, a voice channel is opened. Depending on your signal strength, this may consist of a seamless VoIP connection or your phone may ring with an inbound call from 9-1-1. In the event of extremely weak signal strength, Haven will revert to a native 9-1-1 dial on your device.

Once the situation is contained by first responders (the session with 9-1-1 has ended), Haven automatically notifies your emergency contacts via text message and email with key information about the emergency.
Once I've created an account, how do I set it up
You can watch this informational video on how to complete the set up of your account once you have registered, or follow the steps below:
Step 1: Open Haven and log in
  • Download the Haven app.
  • Sign in with the email address and password you selected during registration. If you have not yet registered, you can do so here.
  • You will be prompted to enter your cell phone number (for the phone you have downloaded Haven on). This is the phone number that 9-1-1 dispatchers will see and call back to reach you if needed. We will send you a text message with a 3-digit PIN to ensure that we have the correct phone number. If you do not receive the PIN, you can tap “Resend PIN” or go back to the previous page and re-enter your phone number.
  • Enter the 3-digit PIN you are sent.
Step 2: Allow Haven to access your location & accept the Terms of Use.
  • You will see a pop-up message that says: “Allow ‘Haven’ to access your location even when you are not using the app?” Tap “Allow” to ensure that Haven can work properly on your device. RapidSOS Haven only tracks your location during an active alert and solely for the purpose of ensuring the fastest response possible in an emergency. Haven will only track your location in the background if the app is running in the background during an active alert.
  • Read the RapidSOS Terms of Use page and tap "Agree" to accept the terms.
Step 3: Add emergency contacts and relevant data
  • The next page will allow you to enter emergency contacts. Tap “Add New Contacts.” On the next page, you enter the name, phone number and email address of your emergency contact (note: enter a cell phone number, as notification will be sent via text message). Tap “Save.” You can enter more emergency contacts or move on to the next page.
  • The next page is the Medical Information page, where you can enter your allergies, medical conditions, disabilities, medications, and any other notes you wish to include. Tap “Save” in the top right corner
  • The next page is your Demographic Information page, where you can enter your date of birth, gender, race, height and weight.
Step 4: Test the app in Test Mode
  • Next, the app will prompt you to explore functionality in Test Mode
Step 5: Add your saved places
  • Tap the menu in the top left corner of the screen. Tap “Saved Places.”
  • Enter the name of the location (for example home, work, school, etc.) in the box to the right of “Name.” Search for an address or location name in the box directly below. Tap “Save.”
You are now ready to use Haven to reach 9-1-1. Do not log out of the app, as that could delay you in a real emergency.
What is Family Connect?
RapidSOS Family Connect is a built-in feature of Haven that can be utilized at no additional charge. With Family Connect, users can notify loved ones of their location and see family members’ real-time locations. The "Check in" button lets users share their location with all their loved ones and the "Are you ok" button allows users to ask specific loved ones whether they are ok or not. If a loved one responds that they are not ok, users can call 9-1-1 on their behalf, transmitting that person’s location and personal information to the closest dispatcher center. When a user calls 9-1-1 for a loved one, the user will be connected to the 9-1-1 center closest to the loved one, and that 9-1-1 center will see the loved one's location on their screen.
How do I control who can see my location on Family Connect?
In the settings, users can add loved ones and change who can see their location. As long as the loved one has Haven and gives the user permission to see their location, the user can see the loved one's real-time location and the loved one can see the user's location.
Are loved ones the same thing as emergency contacts?
To give users flexibility, emergency contacts are not automatically set as loved ones. However, if users want to add their emergency contacts to Family Connect, Haven makes it simple by automatically suggesting the user's emergency contacts when the user first goes to add loved ones.
Does a user need to be in the app to share their location?
In order for the location sharing to work, both the user's phone and the loved one's phones need to be on and connected to the internet. The users do not need to have the app open for the location sharing to work.
Once I've created an account, how do I use Family Connect?
How to manage contacts in Family Connect
Video instructions
Step 1: Open Haven and tap the Family Connect tab at the top of your screen
Step 2: Tap the Add (+) icon at the bottom of your screen
Step 3: You can then either pick someone you currently have in your address book by tapping “Choose from Contacts” or add the contact manually by inputting the first name, last name, phone number and email (optional). A green notification will appear saying “Invite sent to [name]”
Step 4: To choose who can see your location, tap the gear at the top right. You can toggle “Everyone” so that all your Family Connect contacts can see your real-time location. Or you can toggle on/off individuals to control the specific individuals visibility.

How to “Check In” on Family Connect
Video Instructions
To “Check In” (send your location to others)
Step 1: To notify your Family Connect contacts of your current location, open the Haven app and tap the Family Connect tab at the top of our screen.
Step 2: Tap “Check In.” You will see a pop-up that asks “Share your location with loved ones?” If you tap yes, your Family Connect contacts will receive a push notification that you have “Checked In” with your current location.

To see a Family Connect contact’s location
Step 1: Open the Haven app and tap the Family Connect tab at the top of our screen.
Step 2: Tap the family member at the bottom of the screen. That person’s location will appear at the bottom of the screen and the map will show their location. If they have location sharing turned off, it will say so.
Step 3: Video instructions
If you want to ask someone if they are OK, you can tap the “Are you OK?” button.
Your loved one will receive a notification that says “Are you OK? Check in with [your name]”.
a) They can tap “I am OK” or “I need help. Contact me.”
b) If they don’t respond in 120 seconds, or say they need help, you can call them or call 9-1-1 on their behalf.
c) If you choose to call 9-1-1 on their behalf, you will see a pop-up that tells you: “[Name]’s location and personal data will be transmitted to the 9-1-1 center closes to [name].”
d) Note that if you want to call 9-1-1 on behalf of that person, you will hear a recording that prompts you to press 1 to connect to 9-1-1.
What data does RapidSOS Haven transmit?
When you touch one of the four tiles (Medical, Police, Fire, Car Crash), RapidSOS transmits your location, type of emergency, and relevant user account information (medical, demographic data, etc. that you input, depending on the type of emergency you select) to compatible 9-1-1 dispatcher systems. A voice and texting channel is also established with the dispatch center. In some cases, images can be transmitted if the dispatch center is equipped to receive this data.
Does Haven track my location?
RapidSOS Haven only tracks your location during an active alert and solely for the purpose of ensuring the fastest response possible in an emergency. During set-up, your phone may ask you if you want to allow Haven to track your location in the background. To ensure first responders can find you in an emergency, please make sure to allow these permissions.

Haven will only track your location in the background if the app is running in the background during an active alert. For example: Depending on the connection, you may receive an inbound call from 9-1-1, which you need to answer. In that case, the app is running in the background when you answer the call and will continue to track your location in the background.
How does texting work in the app?
RapidSOS Haven provides texting to 9-1-1 without requiring a change to the current 9-1-1 infrastructure. Today, only 6% of 9-1-1 dispatch centers can receive text messages. Haven will speak your text to the dispatcher if the center has no ability to receive the text otherwise.

Note: Version 1.0 of Haven will not transcribe the dispatcher’s voice into a text message back to you – so please be prepared for an audio response. We are beta testing the transcription technology and hope to release it soon!
How does "can't speak" mode work?
If you are unable to speak or feel that it is unsafe to speak, you can tap the "can't speak" button on the calling screen. RapidSOS will speak for you and automatically transmit your name, type of emergency, GPS location, relevant medical data and demographic data to 9-1-1, depending on the type of emergency. Please listen for a spoken response, since 9-1-1 might have follow-up questions for you to determine how to best help you. Even when "can't speak" mode is activated, you will always have a two-way voice connection. This means that you can always hear what 9-1-1 is saying, and 9-1-1 can always hear what you are saying. You can disable "can't speak" mode at any point by tapping "Back" and then tapping the activated "can't speak" button, so that it deactivates.

Note: Version 1.0 of Haven will not transcribe the dispatcher’s voice into a text message back to you – so please be prepared for an audio response. We are beta testing the transcription technology and hope to release it soon!
Why do I sometimes receive an incoming call from 9-1-1?
If RapidSOS detects any issues with your data connection, we automatically call you back so that you can continue your conversation with the same 9-1-1 call taker without interruption. Make sure you answer those calls right away! In rare cases, your phone may display the call from 9-1-1 with a local area code as a prefix (e.g. (257)-911 instead of 9-1-1) or in some other format (e.g., +911 instead of 9-1-1). In all cases, answer this call, as it will establish the voice connection with the dispatcher. The calls will continue to come in until you have answered and spoken with the 9-1-1 call taker.
Who is notified in my emergency?
9-1-1 is notified when you trigger an alert through Haven. The app establishes a voice connection with 9-1-1 and transmits relevant data to compatible 9-1-1 dispatcher systems, when a data connection is available. Once your emergency is under control (your session with 9-1-1 has ended), Haven will text and email your emergency contacts with key information about your emergency. These emergency contacts are the individuals whose contact information you provided.
How do I send images via Haven?
To send an image: When you are in a call, tap the camera button within the app (top right button when a 9-1-1 call is live). Your camera will open. Tap the button at the bottom center of your screen to take a photo and send it to the 9-1-1 dispatch center. Tap “Retake” if the photo you took is not the one you want to send. Only certain jurisdictions can receive images.
What if I trigger a call through Haven by accident and don't need help?
After a connection with 9-1-1 has been established, you need to confirm verbally with the 9-1-1 dispatcher that you don't actually need help. If you hang up before explaining the situation, or if you reject incoming calls from 9-1-1, dispatchers might decide to send a police car or other resources to your location to confirm that you are OK. If you don't need help, please make sure to always stay on the line and explain that to 9-1-1.

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