Frequently asked questions

Below are answers to frequently asked questions about the CloseCircle product and service. See full product terms and conditions here

CloseCircle is a personal safety and security service providing peace of mind in unpredictable times. It combines state of the art tracking and monitoring technology with world class security knowledge, expertise and capability to provide members with 24/7 VIP level protection, wherever they are in the world.

Members access the service via an app on their phone which enables the security experts in our Global Operations Centre to monitor them wherever they are. The service also comes with secure access to the CloseCircle portal which provides detailed global security information and analysis. Crucially, this online portal enables members to locate and track members of their family who are also signed up to the service, wherever they are in the world, whatever the time of day.

In addition to the app and online features, CloseCircle members have direct access to our Global Operations Centre, staffed 24 hours a day, 7 days a week, 365 days a year by experienced security professionals. Members can contact us via phone, email or messaging through their app or online account to ask for pre-travel advice, guidance on what to do if something does go wrong, and in the event of an emergency, rapid response and where necessary, on the ground support to keep them safe.

Should a member find themselves in an emergency they simply press the ‘SOS’ button in the app. Our Operations Centre will be notified straight away and begin the emergency response procedure, doing everything necessary to secure the member’s safety.

Unlike other travel security services, CloseCircle operates in a proactive and pre-emptive way. Our Global Operations Centre is watching over all CloseCircle members 24/7 and if any member is caught within the impact radius of an incident, then the experts in the Operations Centre will proactively contact that member to let them know about the situation, check if they are ok and give them advice about how to stay away from the risks or get themselves out of danger. CloseCircle aims to be pre-emptive wherever possible and to actually warn members away from dangers that they may not even yet be aware of.

Choose your preferred package and go through to payment details. On payment, you will receive an email from us confirming your purchase and including a link to your new CloseCircle account. Follow this link to set up your password and download the app from the App Store or Google Play onto your mobile phone. As soon as you purchase CloseCircle, you are covered by its services. Make sure you ‘Allow’ the app access to Location services on your phone, ensure you have Mobile Data enabled and, if abroad, that Data Roaming is switched on. With these phone and app services enabled CloseCircle’s security experts and technology can start monitoring you straight away.

The current pricing is as follows for a year’s membership subscription:
Individual user – £195 ($259 USD)
A Couple – £349 ($465 USD)
A family of up to 6 people – £595 ($785 USD)
Premium Service – From £3500 ($4650 USD)

When a security incident occurs within the proximity (typically within 50km, but subject to the specific type of event) of you or your family members we respond rapidly. First, we contact the affected person(s) to confirm their safety. If they are ok, we report back to the point of contact for your account to reassure that your loved ones are safe. If we do not receive a response we then seek other means to confirm the person(s) are ok, via call/email/SMS and even contacting local authorities and hospitals to seek to confirm the situation. The designated point of contact is kept informed throughout, ensuring they have the most up-to-date information and assurance their family members are safe. If assistance is required in any way, whether it is over the phone advice, or on-the-ground help, we will be there. In situations where there is an ongoing threat to life we will even evacuate your family members from overseas, all at no additional expense, as part of your CloseCircle membership.

We are experienced in working with a wide variety of other professionals (from medical to ground transport support, to insurance) and can make recommendations or transfers as appropriate depending upon the nature of the initial enquiry.

Our single Global Operations Centre means that your information is secure in a dedicated location and not spread far and wide. Crucially, it also means that members contacting us with urgent requests do not have to speak to multiple people to get someone to deal with their issue. One call is all it takes and we will start to get things organised straight away.

CloseCircle’s Global Operations Centre will know you are in trouble if (a) you press your SOS button on the mobile app, (b) you call our Global Operations Centre for help or (c) an incident occurs and you are in the proximity of the alert or (d) a member of your family contacts us and lets us know on your behalf. In response, we will provide the necessary advice and assistance to keep you as safe as possible, every step of the way.

The CloseCircle app has been designed specifically to operate using minimal battery power and works effectively when on low power, i.e. below 10%. It uses approximately three percent of battery power over a 24-hour period, compared to traditional trackers that can burn through 100 per cent of a handset’s power within just a few hours.

Should your phone’s battery run down and / or it is not receiving or sending any data, we will have the last known location stored in the CloseCircle platform to give us an idea of your location. If a member is travelling as part of a group we can contact other group members to check if all is well, if you have provided their details to your account in advance. Or, if we know you are located at your hotel for example we can contact the hotel instead.

For precisely this reason we always recommend you input your travel itinerary in advance via your online account. If you are actively travelling or have moved since you last notified CloseCircle of your location (i.e. checked-in or active tracking) understandably means of contacting you will be limited. We therefore always recommend you begin each journey with a fully charged battery, regularly monitor your battery usage and charge your phone whenever you get the opportunity, just in case.

CloseCircle members also have a direct landline for access to the CloseCircle operations facility manned 24/7.

If a family member is in trouble, the nominated administrator/point of contact for your account will be notified rapidly. This could be that a member has triggered an SOS alert, or that they are in the proximity of a Moderate level or above alert generated by CloseCircle. Any incident where you have a member in trouble will trigger a response from our Global Operations Centre who will then simultaneously co-ordinate an effective response plan and notify the nominated point(s) of contact on your account. The administrator of the portal can also communicate with loved ones via the portal, using the ‘Email’ or ‘Message’ tabs.

CloseCircle has global coverage and is purposely designed to work anywhere in the world. Our fully comprehensive services can be provided wherever you may be.

If a terrorist incident occurs, an alert will be sent from the CloseCircle portal and any members set to receive alerts for that country or located within the proximity of the incident will receive the alert. Typically, our alerts are issued before the major news stations, meaning you have the most up-to-date information available, giving you the best chance to stay out of harm’s way. If you are within the proximity of the alert, we will contact you to ensure you are safe and provide any advice or assistance you may need. Usually, terrorist incidents are one-off events and therefore might not trigger a CloseCircle evacuation. However if a series of incidents occurs or if there is an imminent or on-going threat to life, we can provide on-the-ground security services to arrange safe transport and evacuation out of the country.

If a natural disaster incident occurs or is developing, an alert will be sent from the CloseCircle portal and any members set to receive alerts for that country or located within the proximity of the incident will receive the alert. Typically, our alerts are issued before the major news stations, meaning you have the most up-to-date information available, giving you the best chance to stay out of harm’s way. If you are within the proximity of the alert, we will contact you to ensure you are safe and provide any advice or assistance you may need. With a natural disaster incident, there can often be long-lasting damage, e.g. a hurricane or flooding, which makes remaining in the country dangerous. In this situation, we would recommend evacuation to a safe location and arrange all of the on-the-ground and security and necessary transport to move you.

We work with a number of aircraft providers and can charter private jets, as well as arrange other means of transport, such as helicopter or boat, where necessary.

Our Global Operations Centre is staffed 24 hours a day, 7 days a week, 365 days a year by experienced security professionals. CloseCircle members have access to the Centre at any time of day via phone, email or messaging through their app or online account to ask for advice and assistance. We can offer pre-travel advice, guidance on what to do if something does go wrong; a calming voice with useful and relevant advice in the event of an emergency and on-the-ground support to keep you safe. Using our highly experienced in-house crisis management and emergency response experts and security analysts, we can rapidly execute a safe and workable plan.

Where on-the-ground assistance is needed, as determined by our in-house experts, we use our network of vetted in-country emergency response teams to provide a trusted and reassuring service in emergency situations.

We can co-ordinate all aspects of a crisis response to ensure the safe evacuation of members away from areas that are, or have become, high-risk.

CloseCircle is run and operated by Drum Cussac, a specialist in security and travel risk management with more than 15 years in the industry. We work with some of the largest organisations in the world and a number of well-known insurance providers to cover millions of lives, globally. We have organised many successful evacuations from countries worldwide, during a range of incidents. Examples include the Arab Spring in the Middle East, the military coup in Turkey, earthquakes in Nepal & Mexico, hurricanes Irma & Jose in the Caribbean islands, bombings in Belgium, cyclone Winston in Fiji, regional conflict in Israel and Ukraine, and civil war in South Sudan.

If you accidentally press the emergency SOS button you will receive a notification that the alert has been sent and then be automatically navigated to a pre-defined ‘safe’ web page, currently set to www.google.com. Our Global Operations Centre will be alerted to the fact that you have activated the emergency SOS and a notification will flash up on our master CloseCircle portal giving us your location. Our staff will rapidly contact you to ascertain the exact nature of the emergency. If it is just an accident we will ensure you are safe and turn off the emergency SOS alert. This will automatically reset the function should a real emergency arise in the future.

If you find yourself caught up in an emergency situation outside your home country, whether that be a military coup, a terrorist incident or a natural disaster, having CloseCircle membership covers the cost of securing your safety, with no additional fees to pay. This includes in-country assistance, evacuation costs such as flights, boats or ground transport and temporary accommodation. Whatever the situation, if it is a covered event, all costs are covered for absolute peace of mind.

CloseCircle prioritises your safety, so following an incident we will initially focus on getting you to a safe place to ensure that you are out of harm’s way. At this point the Global Operations Centre will determine if the best course of action is to evacuate you back to your home country or to remain in the safe location until the incident passes. The cost of this entire process will be covered by your CloseCircle membership fee.

When you set up your account, it is highly recommended that you enter your ‘Home Country’ . Having this information in advance allows our security professionals to arrange rapid response in case of emergency, which could include evacuation back to your home country, where appropriate.

For medical emergencies, we would always recommend contacting your travel insurance company. CloseCircle offers comprehensive security cover and as such we do not provide medical assistance ourselves. We strongly advise all members to add their travel/medical insurance details to their CloseCircle account in advance of any travel. That way, should you call us with a medical emergency that is not covered by the CloseCircle service, our team of highly-trained professionals can still be of use by swiftly directing you to your insurance provider or transferring you through to one of our trusted medical partners should you not have travel insurance in place. In this situation, the third party’s medical fees would apply which would have to be paid directly to the provider.

CloseCircle’s rapid response service covers the following types of security incident:

 – Political and Military Events meaning:  war, civil war, civil unrest, military uprising, rebellion, revolution, insurrection, riot or a nuclear, biological, or chemical occurrence directly caused by an act of terrorism; and/or a coup d’état occurring in the Host Country.

 – Natural Disasters meaning:  earthquake, volcanic eruption, tsunami, snow, rain, hail, lightning, flood, wind, hurricane, windborne dust or sand, wildfire, that results in widespread and severe physical damage to property such that the government of the Host Country issues an official disaster declaration and determines the affected area to be Uninhabitable.

 – Personal crises meaning:  Kidnap, Hijack, Disappearance, Wrongful Detention, Extortion, Violent Crime, Terrorism and/or Man-made Disaster.

As the main point of contact for your CloseCircle account (account administrator) you can access our web portal at any time to check on the whereabouts of family members, via the Map function. When travelling, we strongly recommend all members regularly use the ‘check in’ feature within the app. This lets the account administrator (via the web portal) and our Global Operations Centre know that all is well and provides the most up-to-date location data.

Currently the only way you can see the location of your members is on the Map function of your online CloseCircle web portal. We will soon add functionality to allow members of the same CloseCircle account to view each other’s locations via the CloseCircle App. We will update all members as soon as this facility is available.

In order to reduce battery usage, CloseCircle tracking signals are sent from the app when that app user moves. When a person is moving relatively slowing, e.g. walking, then a tracking signal will be sent approximately every 500 metres. When a person is moving more quickly, e.g. via train or fast car, then a tracking signal will be sent approximately every 5 minutes. The online portal map will update the location of the member according to these signals. In between tracking signals, the location of the member on the portal map will not have changed and hence will no longer be accurate if that member has moved. Whenever a member presses SOS or check-in then both the member’s online portal map and the CloseCircle Global Operations Centre (GOC) receives a very accurate location fix which is normally within approximately 10 metres. Indeed, once the SOS button is triggered within the CloseCircle app, it will continue to send a high accuracy tracking signal every minute until the GOC have assessed the situation and dealt with the SOS. This tracking method optimizes the core safety element of the CloseCircle service by ensuring maximum battery life for members’ phones while tracking under normal circumstances, at the same time as ensuring instant, highly accurate location tracking during manual Check-In and emergency situations.

We understand that some family members may want a more accurate ‘normal circumstance’ location fix than this, which (like other trackers on the market) would necessarily come at the expense of more rapid battery usage. For this reason we will soon be adding the ability for members to increase or decrease the frequency of tracking signals themselves depending on whether they want to prioritise member location accuracy on the portal map or battery usage. We will update all members as soon as this facility is available.

Once in the app on your phone, click on the ‘Message’ icon on the bottom navigation bar to send ‘in-app’ messages to everyone on your CloseCircle membership. Those using the online platform will be notified of your message via a pop-up number next to the message icon in the top navigation bar, and simply need to click on this to read the message. The Global Operations Centre also has access to all messages sent within the app.

To communicate to app users within your CloseCircle membership from the online platform, go to the ‘People’ tab on the left hand side, highlight the member you wish to contact and then click on the ‘Email’ or ‘SMS’ tab to send them a message via either channel. In the current version of the service, you can only send messages from the online platform to your members using the app via email or their phone’s SMS account. Future releases of CloseCircle will include full two-way, in-app messaging and we will of course advise members as soon as this feature is ready.

As the family administrator, log in to your CloseCircle account online, go to the ‘My Account’ area on the top right of the screen and select the ‘Subscription’ tab. If you already have a Family membership, simply click on the ‘User’ tab and add the details of the individual family members you want covered. We will automatically send them an invitation to download the CloseCircle app. If you don’t currently have a Family membership, you’ll need to upgrade your membership via the ‘Upgrade’ tab and then follow the instructions above to add users.

It is important you add all the details of the individuals you want covered on the portal so they benefit from CloseCircle the moment the account is activated.

If tracking is enabled on the app and Location Services is switched on we can pin point the phone’s location and may be able to arrange for the phone to be recovered. If the phone cannot be re-located, the administrator of your CloseCircle portal can trigger a password reset to your account. Once the member has a new phone, the app can be downloaded again and they can log in using their new password.

Whilst a typical family/personal travel insurance policy is great for medical issues, it will have little to no cover for security related incidents and the ones that do, will be very limited. The CloseCircle service is designed to cover you for security related incidents and provides up to £250,000 per person and £5m per event coverage. Our service also includes pre-travel advice; via the app, online portal or over the phone for the very latest advice before a journey is even made. With our crisis assistance you also get coverage for a variety of situations not typically covered by travel insurance such as terrorism, missing person, natural disaster. With CloseCircle you have peace of mind whenever you travel away from home.

Unlike other travel security services, CloseCircle operates in a proactive and pre-emptive way. Our Global Operations Centre is watching over all CloseCircle members 24/7 and if any member is caught within the impact radius of an incident, then the experts in the Centre will proactively contact that member to let them know about the situation, check if they are ok and give them advice about how to stay away from the risks or get themselves out of danger. CloseCircle aims to be pre-emptive wherever possible and to actually warn members away from dangers that they may not even yet be aware of.

Depending on what travel security warnings are in place at the time of travel, you may still be covered. If CloseCircle has issued security alerts warning against all travel to your chosen location BEFORE you set off, then cover would not be in place. Should you still wish to travel then we can assist and advise on the proportionate security measures for your trip, to mitigate any security incidents and cover would then be in place.

You don’t need to tell us every time you go away as our tracking system will know where you are at all times (so long as Location Services is switched on, on your phone). However, we do encourage members to enter information on forthcoming travel to their online accounts, so that we have as much knowledge as possible, should an emergency occur.

CloseCircle is an annual membership so all fees cover a full year from the date purchased. There are currently no single trip offerings. Cover can be transferred between family members, should your loved ones travel at different times. Even if only required for a short duration trip, we believe CloseCircle provides excellent value for money with significant levels of cover.

Our payment system will automatically renew your membership annually. Should you not wish to renew, please let us know as soon as possible, prior to your renewal date, by emailing us at subscriptions@closecircle.com

The CloseCircle app requires iOS 9 and above or Android OS Lollipop 5.1 and above.

If you have access to wi-fi we can make contact with you via email, in-app messaging or the portal’s account messaging service. If you have no phone signal or internet connection then communication will be limited, however we will try every avenue, such as calling your hotel or contacting any other members of the group you are travelling with, if we have their details in advance.

Your mobile device requires a data connection of some form in order to transmit your location. This can either be via the 3G or 4G service provided by your mobile phone operator or via wi-fi.

At present the CloseCircle app is for mobile phones only, however integration with wearable tech is in our planned future developments, please contact us at enquiries@closecircle.com for more details if this is a key requirement for you.

The CloseCircle app can be downloaded on multiple devices, however this is not recommended  as it is important for your safety and security while using the service that we have an accurate location of each individual member. For this reason, members can only be logged in on one device at any one time. Logging in on one device will automatically log that member out of any of other devices they were previously logged in on.

Yes, you can still purchase a membership to CloseCircle and have access to our services and extensive coverage. Without a smartphone, we cannot track your location which will limit some of the features usually available, e.g. proximity based alerting and incident response from our Global Operations Centre. However administrators can still enter manual information about your journey into the portal using messaging so that our Operations Centre and the nominated point of contact for the account know approximately where you are. You can also phone into the Global Operations Centre for advice and assistance as and when required, with full access to the evacuation services and other member benefits. We understand that some members of your family might not have mobile phones at all, especially if they are younger children. They can still be covered by your CloseCircle account and take advantage of the features.

Yes, your membership is based on the number of active users receiving the service, e.g. if you buy a family membership you have six licences which can be used at any one time. Should you wish to deactivate one user and activate another throughout the year you can do so.

You can set up your own level of alerts before or during your travel online by pressing on the ‘Alerts’ tab (second from the left along the bottom), then pressing on the filter icon top right:

– Country: allows you to view alerts from any country. Using Location Settings on your phone your current country will default

– Proximity: allows you to set proximity alerts for your location (reported by the app’s live tracking functionality) ranging from 50 – 500kms

Even if you have not had a chance to set up your own alerts, if an incident of Moderate level or above occurs and you or your family are in the proximity of an alert that CloseCircle has raised, we will notify you of the risk and contact you/your family to check you are safe. If all is ok, we will report back to the point of contact for your account to reassure them that loved ones are safe.

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