Frequently Asked Questions
+ How do I check-in with Snug?
To check-in with Snug, you need to open the Snug app on your smartphone and press the big green button with a check-mark.
+ How do I check-in if my phone or the Snug app isn’t working?
Dial +1 (844) 243-9110 to check in from any phone, whether it’s a cellphone, landline or VOIP line. Our automated operator will help you check-in. You’ll need to enter your cellphone number, including the area code.
+ What should I do if I miss my check-in?
The first thing you should do is check-in by using the Snug app or the automated phone system to let Snug know that you are alright. Snug will then notify your emergency contacts via text message that you have checked-in.
+ Is Snug available for Android?
Snug is available for Android – you can download it here.
+ Is Snug available on the Apple iPad?
Snug is not currently available on the Apple iPad. Support for the iPad is frequently requested – so this feature is on our radar!
+ Is Snug available on the Apple Watch?
You can check-in by using the notifications Snug sends to your iPhone and that are mirrored to your Apple Watch. Snug is not yet available as a companion app or standalone app for the Apple Watch.
+ The Snug Icon is missing from my iPhone - what should I do?
In iOS 14, Apple introduced something called the App library. It’s possible that the icon was moved to the App Library. You will want to move Snug back to your home screen. Please follow the instructions from Apple here.
+ Is Snug available for landlines, “dumb phones” or feature phones?
Snug is not currently available for landlines, dumb phones or feature phones, but if your smartphone gets lost or broken you can dial +1 (844) 243-9110 to check in from any phone, whether it’s a cellphone, landline or VOIP line. Our automated operator will help you check-in. You’ll need to enter your cellphone number, including the area code.
+ Do I need Wi-Fi or cellular data for Snug to work?
Yes. You’ll need either Wi-Fi or cellular data. Snug needs to communicate over the internet with Snug’s servers to check you in.
+ I’m not receiving my verification code - what should I do?
Snug sends verification codes from the following toll-free number +1 (844) 243-9110. Some T-Mobile customers have "code blocking" turned on for their accounts. You'll need to contact T-Mobile (dial 611) and ask them to remove "code blocking". Ask them to let messages from toll-free numbers through. You will then need to try signing up again so Snug can send you your verification code.
If you're not with T-Mobile and are not receiving messages please reach out to support@snugsafety.com
+ How long do I have to check-in before you notify my emergency contacts?
Snug will notify your emergency contacts 10 minutes after you miss your checkin. For example, if your check-in time is 8:00 AM, Snug will notify your emergency contacts at 8:10 AM if you haven’t checked in.
+ What happens when Snug notifies my emergency contacts?
If you are on the free plan, Snug will send each of your emergency contacts a text message saying that you have missed your check-in.
If you are on the Snug Dispatch plan, a Snug dispatcher will call your cell phone and ask if you are alright. If you do not pick up, they will leave a voicemail with a callback number. They will then proceed to call every one of your contacts, in order, to receive confirmation that someone will look in on you. If you have not checked-in, and the dispatcher does not have confirmation that you are okay, or that one of your emergency contacts will check on you, they will dispatch a wellness check to your last known location.
+ What is a wellness check?
A wellness check, also known as a welfare check is when the police (but in certain cases fire or EMS) stop by a person’s home to make sure they are okay. Our dispatchers will only request a wellness check if they cannot get a hold of you or your emergency contacts, after two attempts.
+ How much does Snug cost?
The basic version of Snug is free. The Snug Dispatch plan is $9.99/month or $99/year. You can sign up for the Snug Dispatch plan directly from the Snug app.
+ How do I update my payment information?
Snug partners with Stripe for simplified billing - you can make changes to your payment information here.
+ I’m on the Dispatch plan – can I add notes for the dispatcher?
Yes! You can add notes such as a lockbox code, medical information or information about your pets. Our dispatchers will share this information with first responders in the event they are dispatching a wellness check. We’re working to make this available in the Snug app, but in the interim, please email us at support@snugsafety.com to add this information to your profile.
+ Can I pause Snug for a few days if I know I won’t need it?
Yes! Open the Menu (button in the top left) and then select Pause Snug for Vacation and input the start and end date of your break from Snug. To change or cancel your vacation, follow the same steps.
+ Can I check-in before my scheduled check-in time?
Yes – you can check-in prior to your check-in time, as long as you are checking in on the same calendar day.
+ Can Snug notify my emergency contacts every time I check-in?
Yes. Both you and your emergency contacts will need to opt-in. You can opt-in from the “Change Emergency Contacts” page in the Snug app. Contacts are sent a text message when added, there is a link they can tap to opt-in. For more information please see the following page: Daily Email Notifications.
+ How many contacts should I add?
Quality over quantity is the saying at Snug. Make sure you are picking people who you trust and can rely to follow up with you after you miss a check-in. With that said we recommend adding 2-3 emergency contacts.
+ When adding a contact on my iPhone, my contacts name is greyed out – why?
This appears to be a bug with iOS. To workaround this bug, try these steps:
Open the Contacts app on your iPhone
Search for your contact and tap on them
Tap Edit
Write down the phone number you will remove
Remove the phone number and Tap Done
Tap on the contact again
Re-add the number you removed and tap Done
+ Can I pick a check-in time in the afternoon or evening?
Yes! You can pick a check-in time from 5:30 AM to 9:30 PM.
+ What do I do when my timezone changes?
To change your Snug Account timezone you need to set your check-in time, when you do this the Snug app will transmit the timezone shown and set your Snug account’s timezone. You can keep your same check-in time when doing so.
+ What does Snug do with my location data?
Snug does not sell, rent or share the data we collect about our users (this includes location data). Additionally, we don't keep a history of locations, only the most recent one for sharing with emergency contacts and/or dispatchers in the event of a missed check-in. Access to that information is restricted to Snug employees on a need to know basis, only those employees have access to that information.
+ Will I see any advertisements when using Snug?
No. Snug will not show you advertisements for other companies or products inside the Snug app, via text message or email. The only “advertisement” you will see is for Snug’s Dispatch Plan if you are on the free plan.
+ Will Snug remind me to check-in?
Yes. Snug sends a few helpful reminders in advance of and after your check-in deadline. Here’s a list:
3 Hours Before Check-In Time - Silent Notification
1 Hour Before Check-In Time - Regular Notification
10 Minutes Before Check-In Time - Regular Notification
Check-In Time - Regular Notification and Text Message
2 Minutes After Check-In Time - Regular Notification and Text Message
Depending on your smartphone’s preferences, the regular notifications and text messages may be silenced.
+ Is Snug available outside of the United States?
At this time, Snug is only available within the United States (including Puerto Rico).
+ Can I use Snug on multiple devices at the same time?
Yes! You can login and check-in from multiple devices. For example, if you first set up Snug on an iPhone and then installed it on an Android tablet, you will only need to login by entering the phone number you used to sign up and entering the verification code sent to that phone number.
+ I changed my check-in time - why does Snug show me as checked-in for today?
Changing your check-in time counts as a “check-in” with Snug.
+ I missed my check-in on Monday, why did I not get a reminder to check-in on Tuesday?
Snug does not reset the countdown after you miss a checkin. To reset the countdown, you will need to check-in again.
+ What do I do if I get a new phone?
If your phone number didn’t change:
Remove the Snug app from the old device (if you are able to).
Download and complete the login process on your new phone or tablet.
If your phone number DID change, please contact the Snug team by email at support@snugsafety.com – the Snug team will need to know both your old phone number and new phone number.
+ Can I submit a quote to Snug?
Absolutely! Please fill out this form.
+ How do I cancel my Snug account?
Please email support@snugsafety.com with your name and the phone number you used to create your account.
+ I uninstalled Snug from my phone and I’m still receiving text messages - what should I do?
For privacy reasons, Snug doesn’t know when it has been uninstalled from your phone and can’t automatically cancel or suspend your account.
If you would like to cancel your account, please send an email to support@snugsafety.com with your name and the phone number you used to create your account.
+ Is Snug open to partnering with independent living communities or other providers?
Yes, happy to discuss. Please reach out to partnerships@snugsafety.com
+ Do you have an affiliate program?
Yes! If you’re interested in being a Snug affiliate to share with your groups, please fill out this form.
+ How do I contact the Snug team?
Email us at support@snugsafety.com
