SmartSole FAQ


Billing Questions

Do you offer discounts to veterans, active military and first responders?

Yes! At MetAlert we appreciate our heroes! We give 10% off to all military and veterans, police and fire fighters, as well as other first responders. Please contact us at with a scanned copy of your military or first responder ID, DD214 etc for the promo code. (Please allow 1 business day for a response.)

Is there insurance or medicaid assistance?

Maybe. Some insurance agencies do cover/reimburse for the GPS SmartSole purchase and/or Monitoring service plan. As with any medical reimbursement, coverage varies based on your specific insurance agency, and policy. Here"s everything we know about getting financial aid.

Is a Monitoring Service Plan required?

Yes, an active Service Plan subscription is required for your device to connect to the Monitoring app. All plans auto-renew according to the term you select. Purchase a longer term plan to save $$$! When purchased with a device, plans are 1st charged after 30 days.

Can I cancel my plan anytime?

Yes, you can cancel your plan, or change your service plan term any time. However, there are no pro-rated refunds for subscriptions fees for mid-cycle cancelations. When you cancel, you will not be charged again and your device will be deactivated at the end of the billing cycle.

Usage Questions

Can I get alerts when someone wanders away from home?

Yes! Create geozones, circular perimeters, around the addresses. When the GPS SmartSoles® enter or exit these specified areas, the portal sends alerts via email or text. You can customize which caregivers receive which alerts, and you can pause some geozones while others are active.

Unlimited geozones. Unlimited text/email recipients. Range minimum: 200 meters; maximum: 30,000 meters. Customize zone for arrival/departure/both or uncheck all to disable.

Can I track SmartSole from a mobile phone?

Yes, for caregivers who prefer a mobile experience, we offer the Smart Locator App included with your Monitoring Service plan. In addition to the full GTX Corp Monitoring Portal, which offers a suite of features, customizable settings and analytical reports, the Smart Locator app is a quick and easy way to track your loved one from your mobile devices.

Will they feel the insole in their shoe?

Although the GPS SmartSole is noticeably thicker than a typical insole, according to our customer surveys, a majority of wearers do not report any difference in their footwear, and/or finds them to be comfortable. Caregiver Tip: Loosen the lacing/straps of the shoe to allow for the added thickness of the insole.

Where does the GPS SmartSole work?

GPS SmartSoles purchased in the U.S. will work across all 50 states in areas of cellular coverage. You MUST TEST your GPS SmartSole for connectivity when it arrives. If there is not sufficient coverage in your area you may return the GPS SmartSole for a full refund. See full Terms Here.

GPS SmartSole does not track internationally at this time.

What if GPS SmartSole gets wet?

The GPS SmartSole is water resistant! Although the SmartSole should not be submerged for extended lengths of time, it is sealed within the foam material. Use in wet weather, or with typical foot moisture is okay. We recommend only spot cleaning for the care of your GPS SmartSole.

What activities might affect the life of my GPS SmartSole?

GPS SmartSole is not intended for use in high impact activities. Individual durability may vary with physical activity, walking patterns, e.g. gait, and weight (individuals weighing more than 250 lbs may experience decreased product performance or life). Product longevity may also be affected by improper or overcharging, cleaning or handing. Take care not to over-bend the SmartSole when replacing inside the shoe.

Battery & Charging

Quick Tip: We recommend charging SmartSole daily, like a smartphone.

Charging your GPS SmartSole® is very easy with our wireless charging pad! Simply place it on the charging pad included with your order. Align the insole so the target symbol on the bottom of the insole is on the center of the charging pad; adjust until the status light is solid blue.

It takes two to four hours to fully charge your GPS SmartSole® which will last between 2-4 days on a single charge. Continuous motion, long drives, and areas of poor connectivity may drain the battery more rapidly.

Proper Care, Handling and Storage Guide Lines for Lithium Batteries:

Quick Tip: Rechargeable batteries have a limited number of charge cycles and may eventually lose capacity.

Like all Lithium batteries, your GPS tracker’s Lithium battery has a limited number of cycles and requires proper care, handling and storage. Please note that Lithium batteries should not be stored completely drained or completely full – both storage methods reduce the battery’s lifespan. For long term storage, it is strongly recommended to turn off the GPS SmartSole®, Take-Along Tracker and any other product using Lithium-polymer batteries at around 80% charge. In addition, we recommend fully depleting and then recharging your GPS product at least once every month, which helps to maintain and monitor battery performance. We test all product before shipping (usually on the same day), and we recommend distributors and resellers to test again upon receiving, before putting the product into storage mode, then test once more before shipping to their final destination.

If a battery has been unused or not charged for more than 6 months, it is very possible that the battery will not be able to be recharged and therefore will need to be replaced. Although it’s best to fully charge a battery before use, prior to storage of lithium-ion batteries it’s harmful to fully discharge them. The best battery manufacturers store lithium batteries at around 60 degrees and at a 40% charge level. Lithium-Ion batteries continue to slowly discharge (self-discharge) when not in use or while in storage. Routinely check the battery’s charge status. If you do not follow the instructions, and the battery has no charge remaining when you check it, consider it to be damaged. Rechargeable Lithium-Ion batteries have a limited life and will gradually lose their capacity to hold a charge. This loss of capacity (aging) is irreversible. As the battery loses capacity, the length of time it will power the product (run time) decreases.

With proper storage and use, the typical estimated life of a Lithium-Ion battery is about two to three years or 300 to 500 charge cycles, whichever occurs first.

If you need further assistance powering down your MetAlert lithium battery operated product, please contact our technical support team at +1 (213) 489-3019 x 2 or email