Lively customer care number: how to reach the right help fast

Lively (formerly GreatCall) provides senior-friendly phones such as the Jitterbug Flip and Jitterbug Smart, medical alert devices, and the 24/7 Urgent Response service under Best Buy Health. If you need account, billing, activation, or device support, the primary Lively customer care number is 800-733-6632. Save it in your contacts as “Lively Customer Care” to find it quickly when you need it.

Unlike the red Urgent Response button on Lively devices—which connects you to emergency-trained agents for health and safety issues—customer care handles non-emergency matters: plan changes, troubleshooting, replacements, number transfers, and billing. Customer care is available seven days a week (holiday hours vary); if timing isn’t critical, calling early mornings U.S. Pacific Time typically yields shorter waits.

The official Lively customer care number and when to use it

Call 800-733-6632 for general support on Jitterbug phones, Lively Mobile Plus/Lively Wearable medical alert devices, plan questions, and billing. If you’re calling for someone else, have their authorization or be listed as an authorized contact; Lively will verify identity for privacy and security. For hearing- or speech-related assistance, dial 711 to use your state’s Telecommunications Relay Service (TRS), then ask the operator to connect you to 800-733-6632.

Use the phone number instead of the device’s red button if your need is administrative (e.g., change a plan, report a lost phone, update payment), technical (e.g., voicemail not provisioning, data not working), or logistical (e.g., shipping status). Reserve Urgent Response for health/safety events or wellness checks, as its workflows are different from general customer care.

What customer care can solve—typical requests and realistic timelines

Activations and SIM swaps: Customer care can activate a new Jitterbug, replace a SIM, or move your number to a replacement device. In-network device changes often complete within 15–60 minutes after successful identity and IMEI/ICCID verification. If a device needs a network refresh, power cycling and a PRL/profile update may be requested.

Number porting (bringing your phone number to Lively) follows standard U.S. timelines: simple mobile-to-mobile ports frequently complete within 2–24 hours after account number and port-out PIN verification; landline or complex business ports can take 1–3 business days. Keep your old service active until the port completes. For failed ports, customer care can re-submit with corrected credentials.

Prepare before you call: the fastest path to resolution

Having the right details at your fingertips shortens the call and avoids repeat contacts. If possible, call from a different phone than the one you’re troubleshooting so the representative can work with you in real time without dropping the call. Set aside a quiet 15–20 minutes for activations or ports, and longer if you’re migrating multiple lines.

• Identity and account: account number (if available), primary account holder name, service address, last 4 digits of SSN, account PIN/passcode, and a callback number.
• Device specifics: model (e.g., Jitterbug Smart), IMEI/MEID (15 digits), SIM/ICCID (19–20 digits), current software version, and any error messages.
• Billing items: last invoice date and amount, payment method (last 4 digits), and any promotional codes or enrollment dates.
• For ports: current carrier name, account number exactly as shown, port-out PIN/password, and the billing ZIP tied to that account.

Call tips from a support professional

Be concise and lead with your goal (“I need to move my number to a replacement Jitterbug Smart today”). After authentication, ask for a case or ticket number; repeat it back to ensure accuracy. If you’re troubleshooting connectivity, keep the device powered on, with Wi‑Fi off to test cellular data specifically, and be ready to perform a network reset if instructed.

• Document everything: date/time, agent name, case ID, and promised actions (e.g., “replacement order with 2‑day shipping”). This speeds up any future escalation.
• Ask for realistic ETAs: ports (2–24 hours mobile; 1–3 business days landline), replacement shipping speeds, or billing adjustments (usually visible on the next statement).
• If you’re not progressing after two troubleshooting steps, politely request a supervisor or a transfer to the appropriate specialty queue (porting, billing, or advanced technical support).
• For accessibility needs, mention them up front; agents can note preferences and pace the call accordingly.

Alternative support channels (when not to call)

If your request isn’t urgent, many tasks are faster online. Start at lively.com and choose Support to find device guides, coverage maps, and plan details. You can also sign in to your account from the same website to update payment methods, review usage, or change certain plan options without waiting on hold.

For step-by-step device help, visit support.lively.com to access official troubleshooting articles for the Jitterbug Flip, Jitterbug Smart, and medical alert devices. These guides cover common fixes (e.g., voicemail setup, Bluetooth pairing, Wi‑Fi calling, and software updates) with screenshots and current instructions.

Urgent Response vs. customer care: avoid the common mix-up

Lively’s Urgent Response is a 24/7 safety service accessed via the red button on compatible phones and wearables or within the app. Agents can contact emergency services, share your GPS location, and notify caregivers. It’s not the right channel for billing, plan, or device setup questions.

If you press the red button for a non-emergency by mistake, tell the agent immediately that you’re safe; they will document the test and end the call. Then contact customer care at 800-733-6632 for account support. Using the correct path prevents delays for you and keeps emergency resources available for those who need immediate assistance.

Escalations, formal complaints, and consumer protections

If an issue remains unresolved after a supervisor review, ask for an internal escalation and a written summary of the action plan with your case ID. For number portability delays beyond standard timelines, confirm that your existing carrier’s account number and port-out PIN match exactly—most failed ports are credential-related.

Consumers in the U.S. can file a free complaint with the Federal Communications Commission (FCC) for unresolved service or billing issues related to phone service at consumercomplaints.fcc.gov. For marketplace feedback, you can also file with the Better Business Bureau at bbb.org. Provide your Lively case ID, dates, and the requested remedy to speed investigations.

Returns, cancellations, and practical billing notes

Return and cancellation policies can differ depending on where you purchased your device (direct from Lively versus a retail store). If you bought directly from Lively, check your order confirmation for the return window and whether activation, shipping, or restocking fees are refundable. Keep the original packaging and accessories; missing items can reduce the refund.

To avoid prorated charges rolling into a new cycle, contact customer care at 800-733-6632 before your bill date to cancel or change plans. Ask the agent to confirm the effective date and any final balance. If you rely on the device for safety, set up a backup contact method so you’re reachable while changes process, particularly during a number port or SIM swap.

Key takeaways you can trust

The fastest route to help is to call Lively customer care at 800-733-6632 with your account details, device identifiers (IMEI/ICCID), and a clear goal. Expect simple mobile number ports to complete within 2–24 hours and landline ports within 1–3 business days. For emergencies or wellness checks, use the device’s Urgent Response button instead of customer care.

When in doubt, start at lively.com for account access and support.lively.com for official troubleshooting guides. Document every interaction with a case ID, request realistic ETAs, and escalate professionally if needed. These steps consistently reduce repeat calls and get issues resolved more quickly.