Frequently asked questions

General information

What is Help Connect from Bosch?

Help Connect is a holistic emergency call service that can save lives and prevent property damage in an emergency. Together with partners, we offer this service in products and apps for different areas of life.

We use the sensors in your eBike, motorcycle, smartphone or smart home to automatically detect emergencies and send emergency services to your location or home. In a flash, they transmit life-saving information about what is happening and about you to rescue workers and, if necessary, contact persons. This is how we ensure that you receive fast and targeted help in an emergency!

How does Help Connect work?

An intelligent algorithm of your eBike, motorcycle, smart home devices or an app uses the sensor technology (e.g. of the smartphone or a networked device with corresponding sensor technology) to detect emergencies and call for help. In the event of a fall, all relevant emergency data is forwarded to an emergency call assistant from Help Connect, who is available 24/7.

This person tries to contact you to determine your need for help and, in the event of an emergency, can notify emergency contacts or rescue services that you have stored. If he is unable to contact you, the emergency services will be notified even without your confirmation.

In what situations can Help Connect help me?

Help Connect is an emergency call service for motorcyclists and cyclists. It works with a growing number of apps.

Motorcyclists can use the service via the calimotoapp. We are also working on using other sensors in the Internet of Things to detect accidents. This includes the sensors installed in motorcyclesorin smart homes.

For Bosch Smart Home users, Help Connect's emergency call service can be used with various devices to get help in the event of a fire, burglary, or water alarm.

Service and availability

In which countries can Help Connect be used?

The emergency call service can be booked by users with SIM cards from Germany, Belgium, France, Luxembourg, the Netherlands, Austria, Spain, and Ireland.

The service can be used in the following countries: Germany, Austria, Switzerland, Belgium, France, Luxembourg, Netherlands, United Kingdom, Ireland, Spain, Italy.

Do I need an internet connection to use Help Connect?

The service works if there is at least a 3G mobile data connection. If there is no data connection, depending on the partner (currently in the calimoto app), your data will also be sent via SMS in an emergency. In any case, you need sufficient network coverage and an active phone contract.

Is Help Connect available around the clock?

Yes, our emergency call assistants are available 24/7.

Can I access the Bosch Help Connect service with any smartphone?

The Help Connect service works on Android smartphones (version 6 or higher) and on iOS smartphones (version 11 or higher), provided you use an app that supports Help Connect.

Please note: Individual, application-specific technical requirements for the automatic activation of a call may vary depending on which app you are using for Help Connect.

Can I access the service on my Apple Watch or other smart watch?

No, not yet. As it stands, the emergency call service is only available via mobile phone.

How to subscribe and what it costs

How do I subscribe to the service and activate it?

The service is activated when you buy a subscription. You have to register during the purchase process.

Asa calimotouser, you can purchase the Help Connect service in theBosch Help Connect online shop.

In order to use the Help Connect service in theCOBI.Bike app,you must add the corresponding module to the app and activate it. Find out morehere.

How long does the subscription run and what does it cost?

You can choose between a monthly and a yearly subscription. The service can be purchased through the Help Connect eShop. Once the subscription is activated, the service runs until the expiry date and is renewed automatically.

Help Connect will remain free of charge in theCOBI.Bike appuntil further notice.

What payment options does the shop accept?

Payment is made by Paypal or credit card.

Why is there a monthly fee?

Help Connect sends emergency information to an emergency call assistant, who is available around the clock. We charge a monthly or annual fee so that we can maintain, deliver, and continue developing this service.

Are there any additional costs such as roaming charges for a Help Connect emergency call?

Telecommunication costs, including any SMS or roaming service charges, are billed to the user according to the terms in their phone contract. This includes roaming costs.

How do I terminate my contract?

Cancellation of the subscription is possible at any time at the end of the respective subscription period and without additional notice periods and can be easily done by you in the Help Connect profile. Alternatively, you can send your notice of termination informally to support.helpconnect@bosch.io, stating your contract number and the email address with which you registered at Help Connect. The cancellation will then take effect at the end of the current subscription period.

Account

How many users can access one service permission?

A single service permission is valid for one user only.

What do I have to do if I get a new phone number or new phone?

If you keep your phone number when changing phones, Help Connect will work just fine after you install the app with which you use Help Connect.

If your phone number has changed, you will have to log in to Help Connect and update this. You will be prompted to confirm your new phone number. Your new phone number is updated after you enter the confirmation code sent to you in a text message via SMS.

What do I do if I change both my smartphone and SIM card?

To use the Help Connect service on your new phone, you will have to reinstall the current app and log in with the phone number with which you first registered. You must then log in to yourprofileand update your phone number. You will be prompted to confirm your new phone number. Your new phone number is updated after you enter the confirmation code sent to you in a text message via SMS.

How do I change the language of use?

Help Connect is currently available in German only. However, our Help Connect assistants speak English and German.

What do I do if I don’t receive the confirmation code?

Use the “Request new code” link in the “Verify mobile phone number” pop-up. If you encounter any further difficulties, contact our support at support.helpconnect@bosch.io. We will be happy to help you.

What information does Bosch Help Connect store?

Communication data such as your phone number and your first and last name are necessary to provide the service. The same applies to billing information such as your credit card details. All other data, such as emergency pass information and emergency contacts, is optional. Help Connect does not store any other data such as your driving habits or location. In line with our privacy policy, we ensure your information is kept secure and will not be sold to third parties.

How do I delete my account?

If you uninstall all the apps you use to access Help Connect, your account will be automatically deleted seven days after your subscription expires.

Emergency contacts

What are emergency contacts?

Emergency contacts are family or close friends who can be informed if something happens to you. If you so wish, our Help Connect assistants will inform them of an emergency. You can designate up to three emergency contacts. At present, emergency contacts are only available for calimoto users.

When will my emergency contact be notified?

In the event of an accident, a Help Connect assistant will first inform the rescue services. Only then will a Help Connect assistant attempt to reach your emergency contacts, should you so wish.

What happens when my emergency contacts cannot be reached?

In the event of an emergency, a Help Connect assistant will organize the necessary help. Assistance at the scene of the emergency is therefore assured. In this case, the emergency contact is not informed of the identity of the person involved in the accident. Nor is it possible for them to return the call to the Help Connect assistant.

Can I delete an emergency contact whenever I want?

Emergency contacts can be deleted or edited at any time in your Help Connect profile under “My emergency contacts.”

Must my emergency contacts also have Help Connect?

No. Anyone with a valid mobile phone number can be designated as an emergency contact.

Do I have to provide emergency contacts?

No, the provision of emergency contacts is voluntary.

Help Connect with Bosch Smart Home

How does Help Connect work with Bosch Smart Home?

Help Connect notifies the emergency services in the event of suspected fire, burglary, or water damage. It does this either automatically after evaluating the sensor data or after consultation with you or an emergency contact. Further information on this process can be found here.

Which Bosch Smart Home products do you need in order to use Help Connect?

The following Bosch Smart Home products can be connected to Help Connect via the Smart Home Controller:

Fire: Smoke Alarm and Twinguard

Burglary: Door/Window Contact and the Bosch Smart Home Motion Detector

Water: Water Alarm

Which data can be accessed by the Help Connect assistant?

The Help Connect assistant only has access to data in the event of an alarm. In addition to your profile data and emergency contact information, they have access to data provided by devices connected via the Bosch Smart Home cloud API.

What happens when the emergency services are called out to a false alarm?

Even with the greatest care, false alarms cannot be avoided. It may therefore happen that the emergency services are called out for no purpose. Irrespective of whether a Smart Home system or the Help Connect service is in use, any liability for costs incurred therefore depends on the question of who or what is responsible for the false alarm.

What technical requirements must my smartphone meet in order for Bosch Smart Home alarm detection to work?

Your smartphone needs only to meet the requirements for the Bosch Smart Home app and to have a working internet connection. Alarm detection and related processing are performed in the background on servers of the Help Connect system.

In the event of an alarm in the Smart Home environment, which data are transmitted to Help Connect?

In order to determine the need for assistance, Help Connect accesses sensor data from the Bosch Smart Home system via a cloud connection. In addition, information on the service process is also exchanged in the event of an alarm, so that you are able to view in the Bosch Smart Home app what the Help Connect assistant is currently doing.

I had a false alarm. What might have caused this?

Despite the greatest care, it is impossible to rule out sensor, system, and user errors. This may result in a false alarm. Help Connect is designed to minimize the likelihood of false alarms by intelligently combining all information available to the system and by calling you or your emergency contact. However, if there is any doubt, the Help Connect assistant assumes the alarm is genuine and organizes assistance.

Why do I need emergency contacts for Help Connect with a Bosch Smart Home system?

In the event that an alarm is triggered by your Smart Home system, your emergency contacts have an important role to play. If you cannot be reached, a Help Connect assistant will attempt to contact one of your emergency contacts. The Help Connect assistant will then try to determine if help is needed. They may also ask, for example, if your emergency contact has a spare key and, if necessary, can provide rescue workers with access to your home. This prevents damage to your front door in the event of an alarm.

How many times will the Help Connect assistant try to contact me?

The Help Connect assistant will try to contact you as soon as the alarm has been received and will continue to do so. If they are unable to reach you, they will then try to contact one of your emergency contacts.

What happens when neither I nor my emergency contacts can be reached?

If you or your emergency contacts cannot be reached in order to verify the need for assistance, the emergency services will be automatically notified in the event of a fire or burglary alarm. In the event of a water alarm, you or one of your emergency contacts must actively confirm the need for assistance.

What if I don’t have any emergency contacts?

Emergency contacts have an important role to play in the event of a fire, burglary, or water alarm. For more information, see “Why do I need emergency contacts?”

What if I don’t have mobile reception in the event of an emergency?

In the event of an alarm, the Help Connect assistant will attempt to call you. If this fails, they will attempt to reach one of your emergency contacts. For more information, see “What happens when neither I nor my emergency contacts can be reached?”

Can Help Connect and my Bosch Smart Home system replace a certified burglar or smoke alarm system?

No, even if the Help Connect service does help protect you and your property. This is partly because Help Connect is based on Smart Home products, which are not certified as consumer products and, for example, do not guarantee functionality in the event of a power failure or manipulation.

Can I also manually trigger an alarm?

It is not possible to manually trigger an alarm with the current version of the Smart Home app. If you find yourself in a situation in which you need help, but no alarm has been triggered, please call the public emergency services directly on 110 or 112.

Can I call a Help Connect assistant myself or, for example, return their call when they have tried to contact me?

No, it is not possible to directly contact a Help Connect assistant. In the event of an alarm, a Help Connect assistant will try to call you or your emergency contacts repeatedly and will also call you before closing an alarm incident. You will find details of individual alarm events in the alarm history of your Bosch Smart Home app.

Help Connect with calimoto

How does accident detection work with the calimoto app?

A crash detection algorithm in the calimoto app uses the sensors in your smartphone. In the event of an accident, the algorithm assesses sensor data such as speed, acceleration, and rotation. If this data indicates an accident, such as a crash that leaves the bike motionless on its side, the system triggers an alarm and notifies an emergency call assistant. Learn more about calimotohere.

What technical requirements must my smartphone meet in order for the calimoto crash algorithm to function?

In order to make use of this algorithm, your smartphone must be fitted with an acceleration sensor and a gyroscope. Whenever you launch the app, the algorithm itself checks that the requisite sensors are installed on your smartphone. If not, you will be alerted that the crash algorithm is not supported by your device. However, the algorithm is unable to check whether installed sensors are working properly. If the sensors are damaged, the algorithm will not work properly.

Where should I place my smartphone?

To ensure proper detection of an accident with the calimoto app, you must attach your smartphone in accordance with the terms of use.

Your smartphone must be firmly attached to the motorcycle. For example, you may attach it to the handlebars of your motorcycle with a smartphone holder.

What data gets sent in the event of an accident?

In the event of an accident, a Help Connect emergency call assistant will receive crash-related information, such as the location (GPS), severity, and time of the accident; any personal data entered in your Help Connect profile, such as your name, year of birth, and phone number; the information contained in your emergency pass; and your emergency contacts (only for applications that have the Help Connect profile integrated). This information serves to determine what kind of assistance you need and to organize that help.

Currently, the “emergency pass” and “emergency contacts” features only are available with selected apps.

Will my emergency contacts be notified if I have an accident?

If you provide your consent while talking to the Help Connect emergency call assistant, one of your emergency contacts – as designated by you in the app – will be informed of the accident. During this call, you can also specify when emergency contacts should be contacted. Currently, the “emergency pass” and “emergency contacts” features only are available with selected apps.

How well does the crash detection feature work in the calimoto app?

The technology has performance limits. It is state of the art, but we cannot rule out false alarms or guarantee that it will always accurately detect an actual crash.

Because of these performance limits, Help Connect accident detection should therefore be regarded as an additional, assistive safety function. As such, it can assist in an emergency but not always replace your own efforts to notify professional help.

What happens if I fall off my bike but do not need help?

A countdown starts as soon as an accident is detected. If you do not require help, you can stop the countdown and prevent the system from alerting the Help Connect service.

If you do not manage to stop the countdown in time, the system will place a voice call to a Help Connect assistant. In this case, you should tell the Help Connect assistant that you do not require help.

The alarm went off without me falling off my bike. How come?

The algorithm was designed to allow for the possibility of false alarms.

A sensor provides information on current speed. This helps determine whether the situation is critical or not. Even so, we cannot rule out false alarms completely. In the event of a false alarm, simply cancel the emergency call in the app or tell the Help Connect assistant who calls you back that you do not require help.

What if I need help when I haven’t had an accident?

If you need help without having had an accident – for example, in a medical emergency – you can contact the Help Connect assistants manually via the calimoto app.

What happens if I have an accident in a coverage blackspot or dead zone with no mobile reception?

If your phone is unable to access a mobile network and receive a GPS signal, it will not be able to send accident and location information to Help Connect assistants until connection has been restored.

However, if you have an accident in an area where there is a voice signal, but no internet service, your phone will send a text message alert, along with your location, to Help Connect assistants via SMS.

Will my data be transmitted to the Help Connect service whenever I’m on the road?

No, your personal information is only sent to a Help Connect emergency call assistant when an accident is detected or when you manually place a call for help.

What data is sent?

In the event of an accident, Help Connect assistants receive accident-related information, such as the location (GPS), time, severity of the crash, and direction of travel; personal data entered in the app, such as your name, year of birth, and phone number; and information on your emergency pass, insofar as you have completed this.

Help Connect with Bosch eBike

Where can I find further information regarding Help Connect with Bosch eBike?

Please find further information regarding Help Connect with Bosch eBike here.