FAQs

The Genus Care frame connects elderly, family, friends and caregivers through the Genus app (available on IOS and Android device). The Genus Care App needs to be purchased on an active subscription plan to enable connectivity of the Genus Care frame. Family and care providers can easily make unlimited video calls and send unlimited photos to the device.
The Genus Care frame features 7 in-built intelligent sensors (such as air quality, sound, touch, humidity, temperature, light and movement) that detect any changes in standard routines, giving healthcare providers or carer’s insight into the comfort and well-being of the senior or person with a disability.
In case of emergencies, the Genus Care frame also has a contact button. When pressed, a notification is sent to the caregiver. Once action is taken from a caregiver in the team, this then becomes immediately visible to everyone.

The Genus Care frame is designed for multiple users:
For the elderly: The Genus Care frame allows seniors and loved ones to make secure video calls or receive photos from the comfort of their own home. In case of emergency, they can also alert their family or healthcare provider or carer with the touch of a button.
For family and friends: Family and friends can pair the Genus Care frame with the App along with an active subscription to then enjoy the benefits of sharing unlimited photos and making unlimited video calls with their loved ones. The Genus Care app encourages regular interaction, bringing family and friends closer together.
For healthcare workers and careers: In addition to the photo and video call features, healthcare workers and carers can receive emergency alerts and have access to monitoring functions that provide insight into the comfort and well-being of seniors and elderly.
For people with a disability: Genus Care is an Assistive Communications device and is eligible for NDIS funding via our Partner, Holistic Care Provider. If an individual has been assessed and approved by the NDIS, they can receive funding for the Genus Care frame, including the annual subscription plan. Holistic Care Provider will manage the process with the NDIS on your behalf, making purchasing Genus Care hassle and stress-free.

To connect the Genus Care frame you need a good working internet connection and electricity to charge the adaptor. Note, the Genus Care frame cannot work unless you subscribe to either a 12 month or 3 month Subscription plan to access the Genus Care App.
The frame also has a built-in battery, so if the power is down or if you want to have a video call in another room, you can use the battery as a back-up. We however suggest you always connect it to the power for peace of mind because the battery will only last for a few hours. You will get a “power” sign when you unplug the frame as well as a warning of “low power”. The Genus Care App will also send users a notification advising the Genus Care frame has run out of power.
Each phone number with the Genus app is linked to a Genus Care frame by means of a unique code. Each connection of a mobile requires approval from the photo frame. The user of the Genus Care frame can decide whether the app user can only share photos and make video calls, or whether it has all functionalities including alarm.
All sensor data is encrypted and sent via a secure connection. In addition, all data is anonymised and no location or user data is stored by Genus Care.

There is no need to turn off the frame device. You can however, turn off the screen by pressing the top right part of the screen. The moment you turn off the Genus Care frame completely, it will immediately stop measuring the 7 in-built sensors (eg. air quality, sound, touch, humidity, temperature, light and movement).

We understand that the loss of a loved one is a difficult time for everyone. At Genus Care, we want to make the process as smooth as possible for you, so we will offer the option to cancel your subscription. In this case, we will convert your agreement retrospectively into a monthly agreement and reimburse any remaining months, with a one-time administration fee of approximately $40 AUD (incl. GST). We are here to support you during this difficult time and are committed to finding the best solution for your needs.

Genus consists of a Genus Care frame with 7-inbuilt intelligent sensors. You will need to download the Genus Care app and pay for either a 3 or 12 month subscription plan to connect to the Genus Care device.

A mobile phone can be linked to a Genus Care frame via a pairing code. Please refer to the User Guide you received with your Genus Care Frame and it will take you step by step through the pairing of the device to the App and connection process.

Absolutely yes! The Genus Care frame allows an unlimited number of mobiles to connect, so family, friends and carers can all stay connected. With this feature, your loved ones will never feel alone. Whether it’s for a quick video call or an extended conversation, everyone is just a call away. Note, you cannot all connect at the same time via video calling.