How will I know it's time to take my medications?
Hero uses multiple channels to make sure you never miss a dose:
On the device: exactly 30 minutes before a scheduled dose, the Hero dispenser screen displays an early dispensing alert. At the scheduled time, it follows up with an audible beep and a flashing ring light to signal your dose is ready.
In the app: You'll receive push notifications on your phone based on your preferences.
For caregivers: Hero automatically notifies caregivers if a dose is running late, missed, or if a medication supply is running low.
Note: All notifications are delivered in the member's local timezone.
What types of notifications does Hero send?
Missed doses are sent 15 minutes after a scheduled dose if not taken, or immediately if skipped. Applies only to medications stored inside Hero.
Manual dispenses. Triggered when an ad-hoc, future, or missed/skipped dose is dispensed manually.
Pills running low or empty: Also appears as an alert on the device screen.
Device offline or disconnected: Sent if Hero loses power or its Wi-Fi connection.
Door opened: Sent when the Hero door is opened manually using the Pill Access Key.
Transport Mode: Sent when the travel bar is inserted or removed.
How do I set up phone call or SMS reminders?
Beyond app push notifications, you can choose how Hero contacts you if you're more than 15 minutes late for a dose. This setting is available to account admins (primary user or caregiver role).
To configure your reminder preference:
Open the Hero app and go to More > Settings & Notifications > App Notifications
Under "How would you like to receive a reminder if you are more than 15 minutes late for a dose?", choose one of the following: App — push notification only, Phone Call, SMS, or None
If selecting Phone Call or SMS, verify your phone number by entering the code sent via text or call
Why am I not receiving notifications?
Check your phone settings
iPhone: Settings > Notifications > Hero — make sure Allow Notifications is on
Android: Settings > Notifications > App Settings > Hero — confirm notifications are enabled
Check your Wi-Fi connection
Hero must be connected to Wi-Fi for notifications to be delivered on time.
Check your in-app settings
Go to More > Settings > Notifications to confirm your preferences are saved and your phone number is verified.
For caregivers
Make sure you've been added as a teammate in the Hero app. For SMS, each caregiver's phone number must be individually verified.
Why isn't my caregiver receiving missed dose alerts?
Alert types depend on the caregiver's role in the Hero app:
Caregiver Admin: receives only app push notifications. Receives all alert types, including missed dose notifications, low supply alerts, and device offline alerts. Missed dose alerts are sent 15 minutes after the dose is missed.
Teammate (read-only): receives only app push notifications. Missed dose phone call or SMS reminders are not sent to Teammates. Missed dose app push notifications are sent 1 hour after the dose is missed.
Primary user (read-only): after Caregiver Admin invites them to download the app, phone call and SMS reminders can be enabled for missed dose. Missed dose alerts are sent 15 minutes after the dose is missed.
If you are not receiving missed dose alerts, check your role in the app, go to More > Your account.