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troubleshooting

The to Life – FAQ’s

If you are having an issue with any aspect of the Key to LifeTM system then look no further. This section includes many of our users 'Frequently Asked Questions' and should provide you with all of the help and advice that you need to overcome your problems or queries. If you have a question that has not been answered in this section simply contact our support team who will be happy to assist.

I have bought a package, but I’m not sure how to get started!

Included in your Key to LifeTM package is a 'Quick Start Guide' which includes all of the information needed to get you up and running. If you have lost your ‘Quick Start Guide’ please contact our support team and they will arrange to send you a replacement.

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I have registered, but I cannot remember my personal PIN number?

Simply click the 'Request New Pin' link on the Key to LifeTM login page. A new pin will be emailed to your account immediately.

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I have forgotten my unique customer number, what should I do?

Simply email our support team stating that you have forgotten you customer number and we will arrange to get your customer number sent to you.

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When I try and access the Key to LifeTM it doesn’t load

Make sure that you are connected to the internet, and that you have a Flash enabled browser. If not, Flash can be downloaded from the following website – get.adobe.com/flashplayer. You are also able to check whether your computer meets the system requirements for using the Key to LifeTM automatically.

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My Key to LifeTM package has been damaged in transport, what should I do?

Simply email our support team and we will arrange to get a replacement Key to LifeTM package sent out immediately.

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One of the devices won’t switch on, is it broken?

Make sure that you inserted the batteries provided, and that they have been inserted in the correct way.

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My device is different to that shown on screen

Don’t panic, the package you have received just comes with a different branded device or model. If this is the case, you will have received instructions for that device within your kit.

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How can I buy more devices?

Just browse to our online shop and you’ll find additional devices available to purchase.

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I want to purchase an additional Key to LifeTM subscription for a friend or family member?

Additional Key to LifeTM subscriptions are available to purchase at our online shop. Take a look at our great value 'Friends & Family' packages where you will receive up to 4 user accounts and make a great saving in the process.

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I have lost my Key to LifeTM USB stick, what should I do?

Contact our support team and they will advise you about how to get a replacement, but in the mean time you are able to access the Key to LifeTM login page.

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I have lost a device instructional manual; can I get a new one?

The instruction manuals for all of the devices used with the Key to LifeTM are available to view and download.

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I did not get an instruction manual with my Key to LifeTM, is there one available?

In order to be friendly to the environment we don’t include a paper based instruction manual with any of our the Key to LifeTM packages. However, the Key to LifeTM instruction manual is available to view and download.

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I have a question that has not been covered in this section, what should I do?

If you require any technical advice or have problems with the software that has not been answered in this section, simply e-mail our support team or contact them direct on +44(0)845 4593104 and they will be on hand to give you any help needed.

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