Beacon FAQ

How can we help?

I requested a Maximum of one Responder, but two were accepted

This is because of the Transport Modes of the different Responders.

Beacon will allow at least one vehicle capable of patient transport (e.g., ambulance, car, boat) to be assigned to each incident when you broadcast alerts. So, if you requested a maximum of one responder, and the first one to reply was on foot, if a car replied after, Beacon would still accept it.

This is an artifact of having originally designed Beacon exclusively for ambulance services and fire departments. In a future v5.0, it will be resolved.

When I open the app after getting the alert, I can’t see the Incident Location on the map and/or view the Incident Card

If you can’t locate the incident marker on the map and/or if you can’t view the Incident Card, the Dispatcher did not add an incident marker to the map when they created the incident. Send them a chat message to inform them and ask them to re-create the incident with a map marker.

My app settings keep changing back to DATA when I switch it to SMS

If you want to change your Messaging configuration from DATA to SMS, follow these steps:

  1. Go to the Settings screen in your app
  2. Click on the Messaging option
  3. Select SMS from the pop-up
  4. Close the app without switching to any other screens in the app

The Beacon mobile app requires data for all screens, so if you change your settings to SMS and then go to another screen in the app, Beacon will change you back to DATA so you can see the other screens. To avoid this, close the app immediately after you switch from DATA to SMS.

Or, more easily, close the app and send a text message with 789 to the Beacon gateway number (see #2 in the diagram here).

Why is my dashboard map all blue?

My dashboard map is all blue

If you have just created a new account it’s possible your map may appear all blue on both the dispatch dashboard and the mobile app.

Why is my dashboard map all blue?
Why is my dashboard map all blue?

This is likely because your map’s latitude / longitude are set to 0˚, 0˚, placing you in the middle of the Atlantic Ocean off the western coast of Africa. If this is the case, the map will continue to focus at these coordinates until you change them.

To resolve this issue:

  1. Open the Main Menu
  2. Click on Settings
  3. Click on Catchment Area Map
  4. Point and click to place the Map Marker where you want your map to focus
  5. Click Save
When I click on the address in the sidebar, nothing happens

This is likely because the Dispatcher did not add an incident marker to the map when they created the incident.

If you can’t locate the incident marker on the map, that confirms that the Dispatcher did not add an incident marker when they created the incident.

The mobile app and the website show different maps

We’re seeing different maps

It’s possible your Responders are seeing  a random map in their mobile app that’s different than your catchment area.

To make sure Responders are seeing the same map as Dispatchers are, they have to be in the same data center.

The best way to ensure this is to add your Responders to the website before they register their phones through the mobile app.

If Responders register their phones through the mobile app first, they are put in a generic Data Center, called “Registration”. The map they see in their app is coming from the Registration Data Center

To resolve this:

Please send us an email to [email protected] with the Responder’s Name and Phone Number, and the Data Center you want them registered in. Or, if you have lots of Responders with the same issue, we can also give you access to the Registration Data Center where you can find your Responders and transfer them to your own Data Center.

Error says “Phone number is already in use by another first responder”

I’m trying to add new Responders and I get this error warning

Error says “Phone number is already in use by another first responder”

This happens because the Responder registered their phone through the app, before you could add them to your Data Center, and they are now in a generic data center called Registration.

The best way to avoid this from happening is to add your Responders to the website before they register their phones through the mobile app.

To resolve this please send us an email to [email protected] with the Responder’s Name and Phone Number, and the name of your Agency account

I tried to create a new incident through the website but it didn’t work

PROBLEM: After I filled out the info on the Create Incident page and clicked “Create”, nothing happened.”

There are several things which could prevent an incident from being created through the Create Incident page on the dispatcher website.

1. You don't have any Responders registered and/or available to receive alerts

If this is the problem, a warning notification should appear on the screen. To fix the problem, go to the dashboard and click on the Resources tab. If no Responders appear, add some. If Responders appear but are colored red, you will have to make them available (green) or log new Responders in.

2. Your Responders are muted

When Responders are muted (as shown below by the Red Audio Icon), they will not receive any alerts. If all of them are muted, Beacon will behave as if no Responders are available (even though they are colored green). To resolve this go back to the dashboard, click on the Resources tab, and unmute the Responders by clicking the Audio Icon so that it turns back to gray.

Muted Responders_Beacon Emergency Dispatch v3.0

I’m having trouble logging in to the Beacon website

There are several scenarios which may be preventing you from logging in

Scenario 1: I don't see the login page

This may be because your internet connection is too slow or because you are trying to access the Login page on an iPad or iPhone using the Safari app.

If you are using the Safari app for your iPad or iPhone, you may see this when you try to visit the Beacon login page:


Beacon Login Page on Safari iPad

The Beacon web pages have not yet been optimized for Safari or Internet Explorer so we’d kindly suggest downloading the Chrome or Firefox mobile apps for your iOS device . We know the Beacon web pages may sometimes work while using these web browsers, but it’s not a guarantee. Firefox and Chrome are much more reliable.

Scenario 2: I entered my credentials and clicked "Sign In" nothing happened

Similar to Scenario 1 above, it’s likely due to your Internet connection or the web browser you are using. Beacon has been optimized for Firefox and Google Chrome web and mobile apps — but not for Safari or Internet Explore. If you’re using an iPad or iPhone, or are using a laptop running Internet Explorer, we recommend you download Firefox or Chrome to access Beacon.

Scenario 3: I entered my credentials and clicked "Sign In" but only get a red warning

If you are sure you’re entering the correct login credentials, try erasing your browser’s cookies, cache, and history, then try logging in again.

It may also be causing problems if you are trying to access the Beacon web pages through Safari or Internet Explorer. Beacon has been optimized for Firefox and Chrome, but not yet for Safari or Internet Explorer, so we recommend you download Firefox or Chrome in order to get the best user experience for Beacon.

I tried to create an incident through the website but nothing happened

Check to make sure you have responders available (green).

Why does the incident stay open after I complete it?

Incidents can be closed in three ways:

  1. All the responders complete the incident
  2. The dispatcher cancels the incident manually
  3. The Confirmation Windows close*

If you’re using Beacon to run simulations, it’s very likely you’re going to move through the incident very quickly — faster than in real life. This will result in you completing the incident before the Confirmation Windows close, so the incident will stay open until the Confirmation Windows close.

*To learn more about the importance of Confirmation Windows, see: Dispatch Automation on the Settings page


Why does Beacon skip/drop messages sometimes?

There are several things that could cause Beacon to skip messages:

  1. Technical Error: If you’re using Beacon by SMS, it might be because of the local infrastructure, for example:
    1. The mobile phone signal was bad
    2. Your telecom carrier refused the message (this can sometimes happen when sending messages internationally)
  2. User Error: You may be having an issue on your end if:
    1. Your SMS inbox is full
    2. You don’t have credits on your phone
    3. Your phone has two SIM cards installed (it only can only have one installed, the same one that’s registered with Beacon)

It’s also possible that you may not understand the sequence of messages that Beacon sends. Depending on Beacon’s settings and how the incident goes, you may or may not receive all of the messages that you’re expecting.

Here are a couple resources to help you figure it out:

When I open the app, all I see is a gray screen

You, or someone in your agency account, is likely still using the Beacon mobile app v3.3.Gray Screen in Beacon Mobile App

Log out, delete v3.3 and install v4.0 for Android or iOS.

What is Beacon?

Beacon is a text message-based emergency dispatching platform designed specifically for communities with limited access to emergency care and transport.

Beacon enables to communities to leverage their own resources in order to design, launch, manage and sustain their own emergency response networks on any phone, with or without internet connection, and anywhere there’s a mobile phone signal.

How is Beacon used?

There are two ways to understand how you can implement and use the Beacon Dispatch platform:


1. Emergency Response – The transport of sick and injured patients from the home or the street to the hospital

2. Inter-Facility Transfers –The transport of sick and injured patients from one healthcare facility to another (also referred to as “patient referrals”)

3. Patient Discharges — The transport of sick and injured patients from a healthcare facility to their home

4. Community Paramedicine — The delivery of care in patients’ homes




1. Prehospital Emergency Care – To support emergency medical services (EMS), fire departments, and other first responder agencies

2. Emergency Obstetrics – To support maternal child health programs improving access to emergency care and transport for pregnant women and newborns

3. Patient Referral Networks – To support the reliable transfer of patients between healthcare facilities providing appropriate levels of care

4. Disease Outbreak Surveillance – To support the reliable and regular collection of public health risks at the local level

5. Post-Crash Response – To support the reliable location, retrieval and transport of road users suffering injuries from motor vehicle collisions

6. Disaster Response – To enable the rapid deployment and management of responders and resources in austere environments

7. Persons with Disabilities – To improve access to inclusive services for patients with special needs

Can I use the Beacon app if my phone has two SIM cards?

No, your mobile phone can’t have two SIM cards in it. Pick one SIM number to register your phone and remove the other when using Beacon.

I want to register a new responder, but it says they’re already registered

When new app users register themselves through the app they are pooled in a general Data Center we keep for anyone who wants to test the Beacon app without accessing the entire platform.

If when you go to enter their details in your Data Center, it says they are already registered, let us know and we can switch their registration to your Data Center

Or, if you have access to our general Data Center, go to it and look for their name in the Responder list. When you’ve found it, click “Edit” and use the “Data Center” dropdown menu to change their setting to your Data Center account (shown in the image at right)

I receive an Alert Notification, but nothing appears on the Incident Details screen

It’s possible that you may receive an alert for a new incident, but nothing shows up on the Incident Details screen, like in the image at right.

If this happens, close the app completely and re-open it again. The Incident Alert should appear in the Incident Details screen.

This typically happens when a new alert is sent while you have the app open. You can tell that it’s happening because an Active Incident appears on a map in the Home Screen with a badge, but nothing shows up on the Incidents Screen, as shown at right on the bottom of the screen.

This bug will be fixed in a near future release.

I receive an Alert Notification, but nothing appears on the Incident Details screen
How do I configure the Beacon mobile app?

We’ve had a lot of people download the Beacon Mobile App but many still haven’t activated it or it’s still in SMS mode. To use the mobile app version go to the settings tab and make sure that it’s configured to read “ON-DUTY” and “DATA”, as shown in the following image:

Can Beacon be used by fire departments?

Yes, it can and it is! There is an asterisk to this claim, however — Beacon can be used by fire departments to dispatch personnel and equipment to the scene of an emergency, and it can coordinate their response efforts as they’re related to getting resources on-scene and requesting more, but Beacon does not help fire department manage fireground operations for involved structure or wildland fires. That requires radios, among other more advanced technologies.

Can Beacon be used by police departments?

It can and it is, but we don’t pretend that Beacon was designed for police dispatching – it wasn’t. It just happens that sometimes Beacon’s a better solution than other existing dispatching software for police. Emergency medical dispatching is different than police dispatching in the fact that persons with medical emergencies are often easily convinced to stay and wait for first responders; criminal suspects on the other hand may be more difficult to persuade. This means that police are better served by more dynamic communications than text messages, including radios. Beacon is used by law enforcement in two countries to inform officers of the location of medical emergencies, and police officers also relay incidents they hear about to local dispatchers using Beacon, but at present the platform was not intended for police to use as their first-line dispatching solution.

How do I switch my settings from DATA to SMS without internet?

To switch your Beacon account from DATA messages to SMS messages when you don’t have internet to connect to the app, send an SMS with 789 to your Beacon number (ask your admin if you don’t have it saved in your contacts). This will change your phone’s settings from DATA to SMS within Beacon and then resend the last Beacon message to you.

We don’t have any ambulances. Would Beacon still be useful to us?

Yes, of course! Beacon was designed so that any person carrying a mobile phone could be dispatched to an emergency. Any vehicle will help get you to the location, and because Beacon communicates with mobile phones (and not mobile data terminals) whatever vehicle you use to transport to the hospital can be coordinated and tracked as well.

Can Beacon replace radios?

No – not yet, at least. Beacon can’t replace radios at the moment, but it can drastically reduce the amount of chatter that typically occurs between dispatchers and responders by eliminating the need for redundant communications about predictable steps — for example, “Are you responding?” “Are you there yet?” “Do you need more help?” “Are you transporting?” “Where to?” etc. This frees up radios to be reserved for communications outside the standard commands and reduces the risks of open-mics, drained batteries, and poor radio signals.

What does it cost to run Beacon?

Beacon’s costs are based on a number of factors:

  • Message handling — are you managing the message server locally or using our remote providers>?
  • Call volume — How many incidents do you expect per month?
  • Responder volume — How many responders will be involved?
  • Technical support — How capable are you of managing the system on your own?
  • Customizations — How much custom work and configurations do you need?

All of these factors are bundled in a monthly or annual fee which includes use of all updates, enhancements and add-ons.

What languages is Beacon available in?
  • English
  • Spanish
  • French
  • Haitian Creole
  • Swahili
  • German
  • Nepali
  • Arabic
  • Somali
  • Chichewa
What do you need to set Beacon up?


  1. Proven management
  2. Trained responders
  3. Adequate transportation
  4. A phone number that the public can call to request assistance (preferably toll-free, but not necessary)
  5. A reliable mobile phone signal*

*To use the mobile app version, you will also need reliable 3G/4G/Internet connectivity

What makes Beacon different from other mobile dispatching technologies?

Beacon has been designed specifically for emergency dispatching in resource-limited settings, and with the flexibility to meet those challenges, however they may present. To make this possible, we designed Beacon with certain principles to ensure the most flexible, yet robust solution on the market:

  • Beacon can be used via SMS or a mobile app or both, making it possible to use Beacon with or without internet connectivity
  • Beacon can be used as a standalone dispatching system (e.g., for a rural community with no existing communications system) or it can also be used to seamlessly integrate with existing dispatching setups (e.g., CADs) in order to expand their coverage beyond official vehicles only
  • Beacon can be set up and disassembled in a matter of minutes for temporary or short-term deployments, or it can be installed on remote and/or local servers for permanent operations
  • Beacon takes just a few minutes to learn for someone with only a basic understanding of how to read and reply to text messages
  • Beacon can easily accommodate small response groups while also scaling to national-level emergency services with little extra reconfiguration needed
Aren’t there already a bunch of messaging apps like WhatsApp or Facebook messenger that can do what Beacon does?

In addition to the limitations above that come with texting, these kind of apps have additional problems when it comes to emergency dispatching.

For one, using third-party apps, e.g,. WhatsApp or Facebook, may make sensitive data available to non-authorized parties or inaccessible to authorized parties.

Even when secure, the real problem is scalability: a Twitter list or a WhatsApp chat group may be able to alert multiple responders to a single emergency, but dispatching the same responders to multiple incidents in different locations at the same time is far more difficult with these apps. Beacon’s dynamic allocation algorithm knows how to efficiently manage emergency first responders to get them where they need to be.

Are you looking for developers?

Yes, always! Please send us an email if you’re interested in getting involved with our software development team.

Wouldn’t Beacon be more streamlined if it had no human dispatchers? Why not connect callers and victims directly to responders?

The presence of a human dispatcher provides multiple advantages that are lost when channeled through an automated app:

  • Real-time feedback between caller and dispatcher
  • Ability to provide pre-arrival instructions over the phone much more easily
  • Talking on phone allows caller to keep their eyes on the scene of the emergency (and not the phone screen)
  • Dispatchers are able to pick up on context and background info (vs. trying to interpret text messages)
  • If you’re texting you can’t be giving CPR — but you can if it’s on speakerphone
Why don’t callers or victims just text the emergency to the Beacon number instead of calling?

Technically, Beacon allows that. Be we don’t recommend sending requests for emergency via text message (what’s commonly referred to as “text-to-911”). Typing out messages and sending them back and forth with a dispatcher is far more time consuming than speaking directly with the dispatcher, especially on non-smart phones and for communities with lower tech literacy. Also, pre-arrival instructions are difficult to both give and perform while texting— imagine trying to give CPR or administer a drug while texting with the dispatcher (vs. speakerphone, for example)!

Don’t all of those SMS being sent back and forth get expensive?

Not necessarily, though we definitely recommend using the mobile app version where possible. In order to keep SMS costs low for services that don’t enjoy internet messaging, there are a range of tactics that can be employed to make sure that the right number of SMS are being sent:

  • Only include active responders – if they aren’t participating they are a big source of waste so should be removed from distribution lists
  • Optimize the level of coverage in each community — Match the number of responders needed to the actual call volume in order to maintain efficient resource allocation
  • Introduce Beacon training at the very outset — There’s no reason why Beacon can’t be incorporated in medical training from the outset; not only does it reduce the number of errors made during regular operations, but it also helps to slow nervous and inexperienced responders down who are prone to make mistakes in high-pressure settings
What is an SMS gateway and why do we need one?

SMS gateways are dedicated telephone numbers that allow our Beacon software to send messages to and receive messages from your first responders. This way, the first responders can send their short text message responses to a phone number that’s easily saved in their contacts, and will receive messages from this same number at each stage of the emergency incident.

What is an SMS gateway and why do we need one?
How can I get an SMS gateway?

In most countries, there are companies who can offer you a this SMS gateway and with a dedicated number for you to use with Beacon. You can help us get you started with Beacon as soon as possible by helping us locate an SMS Gateway. If you are familiar with the major telecom companies in your country or if you have contacts at these companies, we recommend reaching out to them to ask about an SMS Gateway. Internet searches will also help find local companies that offer gateways for use with Beacon, and this is often how we at Trek Medics find these companies ourselves.

What questions should I ask when looking for an SMS gateway?

For Beacon, you will need either a dedicated shortcode or longcode. The shortcode is typically a 5 digit number, while longcodes are longer.

Many companies might want to give you a shared shortcode or longcode— this means that you share a number with their other clients. However, this typically won’t work with Beacon because sharing means that text messages will have to contain a special keyword to tell the company where text messages need to be sent. This will disrupt the normal workflow of Beacon.

Also, it’s important that the shortcode or longcode be two-way. This will allow Beacon to both send and receive text messages to and from responders.

Other relevant questions include:

  • Do you offer demo shortcodes/longcodes so we can make sure that it will work with Beacon?
  • If there is an application process, how long will it take to get a shortcode/longcode?
  • Will the shortcode/longcode work with all mobile phone carriers in this country?
  • Is there a limit on the number of text messages or characters per text message that we can send through the shortcode/longcode?
  • Can you provide info on pricing?
    • What are the setup costs?
    • What are the monthly/annual costs?
    • What are the costs per text message sent?


If the Beacon FAQ hasn’t answered all your questions, submit them here and we’ll get back to you with an answer as soon as we can.

If you’re looking for our Beacon user manuals, follow one of these links:

Beacon First Responder Manual (SMS)

Beacon First Responder Manual (Mobile App)

Beacon Dispatcher Guide

Send us an email to share how you think Beacon can help your service.