Support
We're here to help you get set up and stay connected.
Golden Years helps families keep a gentle eye on an older relative living independently at home. If you need help installing your hub, using the app, or have a question about your account, get in touch and we'll come back to you.
Before you contact us
A few things that answer the most common questions:
- Do I need the hub?
- Yes. Golden Years works with a Golden Years hub kept in your relative's home. The app is a private window into that hub. It isn't a standalone app and won't show anything until it's connected to a hub.
- How do I get the app connected?
- A carer is added by opening the invite link shared with them, which links the app to the right hub. If your link has expired or you didn't receive one, contact us and we'll help.
- I can't sign in or the screen is stuck.
- Make sure you're using the sign in details for your household's hub, and that the hub is powered on and online. If it still won't connect, email us with a short description of what you see.
- How do I delete my account?
- In the app, go to Settings, Your account, Delete my account. This deletes your account at the home, your sign ins and your phones' alert registrations, and removes your name from alerts you acknowledged. The home's own records, such as its routine history and the alert rules you set up, belong to the household and stay at the home. If you are the home's only administrator, make someone else an administrator first. You can also email us to request deletion, or write to privacy@evernear.ie for any privacy request.
- I signed out on Android. Why do alerts still come?
- Signing out keeps alerts coming on purpose, so that nobody misses an alert by accident. To stop alerts from a home for good, sign in and delete your account there, or ask the home's administrator to remove you. If you have already signed out, tap Settings in the app and choose Remove this home. The phone then ignores that home's alerts, but the home may keep sending them until an administrator removes you. Removing a home does not delete your account at the home.
- What can you see when you support our hub?
- We support the hub by pulling details on its hardware and software status: whether the hub and each sensor and camera is working, battery and signal strength, how busy and how full the hub is, its temperature, and which software version it runs. Each sensor is listed by its kind and the room name you gave it. This never includes what the sensors detect, your routine, alerts, the resident's profile or camera images. If fixing a problem needs us to see anything more, we will only do that with your agreement.
- Where is my family's data kept?
- Almost everything stays on the hub in the home. See our Privacy Policy for the full detail.
A note on what Golden Years is
Golden Years is a home awareness and reassurance product to help families stay connected with an older relative and notice changes in everyday routine. It is not a medical device and is not a substitute for professional care or emergency services. In an emergency, always contact the emergency services.