Frequently Asked Questions

Zivlo is owned by Terranav Ltd, a family-run private limited company based in the UK. We are registered at UK Companies House under company number 12593999. We were incorporated in May 2020.

No. Zivlo do not monitor calls at all. Trusted friends or family members (we call them guardians) monitor the calls by listening in.

No. We play a message to both the caller and the protected person stating that the calls are monitored.

Yes, we give technical support, but we are a small family business. We have tried to keep prices to a minimum so please be patient — we don't have a big team. The best way to contact us is through [email protected].

Guardians that you invite are able to listen in and speak on calls made to the protected person. Guardians are notified when the protected person receives a call and can choose whether to join. If they join the call, they can also choose to end the call for everyone.

It's a similar concept to a smart doorbell in that guardians can monitor what's going on during the protected person's phone call and act on it if necessary.

As a guardian you are notified when a call comes in to the protected person's phone. Our app then allows you to listen in and speak on the call.

The call will not be monitored, but it still goes through to the protected person and the message "these calls are monitored" is still played.

If you set up the list of safe numbers (the SafeList), you will only get notified when a call is from a number not in the safe list.

Both landlines and mobile lines can be forwarded to Zivlo for the guardians (e.g. their daughter) to monitor.

No.

No.

Those alerts are very helpful, but they don't happen on landlines and they don't always work. Landlines and mobiles can both be forwarded to Zivlo, giving you protection on all calls.

You enter a code into the phones that you want protected — landline, mobile, or both. This code tells your phone company to forward (or divert) all incoming phone calls to a local rate 0330 Zivlo number. When someone phones the protected phone, the protected phone does not ring; instead the call goes through to the Zivlo app, which rings on the protected member's mobile smart phone and notifies the guardians.

Most phone companies do allow call forwarding or call diverts but some contracts may not allow them. If the protected person is on a mobile Pay As You Go (PAYG) contract it is likely that they won't be able to forward their mobile phone for call forwarding. We strongly suggest that you confirm that the protected person's (eg Granny) phone company allows call forwarding before subscribing to Zivlo as the monitoring will not work without it.

You may need to pay your phone company for call forwarding and the cost of each forwarded call. It may be included in your phone package, but check with your phone network provider. Calls are forwarded to a UK 0330 number, so there are no premium-rate charges. 0330 numbers are regulated by Ofcom to be "local rate" or cheaper, regardless of where in the UK you are calling from.

We provide detailed instructions on how to do this. It normally involves entering a short code into their phone.

Yes. We forward either the landline or the mobile phone to the Zivlo servers. Only the protected person has their number forwarded.

Yes, you can remove call forwarding at any time. If the phones are not forwarded, they will not reach the Zivlo servers and will therefore not be monitored by the guardians.

No. The subscription is charged monthly and you can cancel at any time.

Apple charge us a fee for purchases made through the App Store, so we suggest you purchase the subscription through this website. You can still use Apple phones — only the subscription purchase route is different.

You can cancel at any time. You will get an email acknowledging the cancellation, but the important thing to do is to remove the forwarding from the protected person's phones. If this is not done, calls will be lost as they will continue to be forwarded to the Zivlo system.

You must get express permission from the protected person to listen to their calls. In addition, every caller to the protected person hears a message stating that the calls are monitored.

The protected person (e.g. Granny) should be in the UK. The guardians (e.g. the daughter) can be based anywhere. This is because we forward the protected person's phone number to a UK 0330 number, which is regulated by Ofcom to be "local rate" or cheaper, regardless of where in the UK you are calling from. It's possible to have the protected person based outside of the UK, but the cost of forwarding their number to a UK number may be expensive.

No. As the protected person's calls are forwarded to Zivlo, none will go through to the answerphone. They will only go through to the answerphone if the call forwarding is removed.

Yes — outgoing calls are not affected. If the system involves calls to the protected person, those calls will be diverted to their Zivlo app.

No. Burglar alarms which only call out are not affected.

No. Outgoing calls are not affected.

If the protected person has mobile data as well as wifi, the service should continue to work. Most landline systems will not work during an electricity cut, but ours will continue to work as long as the protected person has a data signal over the mobile phone network — wifi is likely to be unavailable during a power cut.

No calls will get through to the protected member. If their landline was forwarded to Zivlo, the landline will not ring and the calls will be lost.

The protected person will continue to receive calls if they have a wifi or mobile data connection and have their mobile phone with them. Their calls — even to the landline — are still forwarded to their mobile phone app. There is no extra charge from us, but there may be a charge from your network to use mobile data abroad.

Yes. If the Zivlo service is down, no calls will be passed through to the protected person.

No. We cannot guarantee that 100% of calls will get through. Like any telephony service, there may occasionally be interruptions.