Frequently Asked Questions

The GrandPad® Member Services

What is GrandPad?

GrandPad is a simple and secure tablet computer that digitally connects a senior to their family and friends. The senior can easily view family photos and videos, play games, see weather for each family member, listen to music, check emails, make phone calls, place a video chat, and much more.

How does GrandPad work?

Pictures, videos, music, emails, apps, and other content shows up on the GrandPad senior tablet automatically, 24 hours a day. GrandPad's white-glove member support will work with a trusted family member via the GrandPad central admin website to identify content that will show up automatically on a GrandPad. Family members can use the free companion app on their smartphones to send pictures and videos to the GrandPad. In addition, we use cloud curation services on the Internet to send content to the GrandPad. Our member experience team customizes each GrandPad because each senior is unique in so many beautiful ways! For more information, check out our User Guide.

Where can I get GrandPad?

To purchase GrandPad for fulfillment within the United States, click here.

GrandPad also may be available to business partners around the world. For more information, please contact us at info@grandpad.net or call us at 1-800-704-9412.

How do all the pictures and videos of my family and friends get on the GrandPad senior tablet?

Pictures and videos can be added to the GrandPad in several ways:

  • Family members can send them via the free GrandPad companion App on their phones and tablets
  • Family and friends can send pictures attached to emails
  • The family admin can upload bulk photos from GrandPad Central
  • GrandPad member support can add pictures to the GrandPad

How does the GrandPad differ from an iPad?

The Apple iPad is a great product but it was designed with a user interface for people 10-65 years old who have most likely used a computer before. It's not that older seniors can't use an iPad - many can and that's great. However, many older seniors who have never used a computer and may find the iPad confusing with pop up alerts, Apple IDs, passwords, or just getting lost in the settings for Notifications, Control Center, iCloud, Wi-Fi, etc. GrandPad comes set up and ready to go with no configuration options except for the big volume keys for music.

What games are on the GrandPad?

The GrandPad includes a variety of specially designed games: Solitaire, Bingo, Blackjack, Slots, Freecell, Word Scramble, Spider Solitaire, Texas Hold’em, Hangman, Sudoku, Crossword, Wordsearch, TicTacToe, Four in a Row, Memory, Tiles, Hearts, and Bridge. These games automatically show up on your GrandPad with no additional charge and contain no advertisements. If you don't want a game or the game application to show on your GrandPad, the family administrator can simply remove it using the companion app, GrandPad Central, or by using the Help button to call and ask a member support agent.

Does the GrandPad require Wi-Fi?

No it does not, the GrandPad comes with 4G LTE configured and ready to go. No setup, no extra bill. Everything has been taken care of so your loved one can just use their GrandPad worry and frustration-free.

I am going to visit my son who lives out of state, will it work when I visit him?

The GrandPad works 24 hours a day anywhere in the United States using 4G LTE, which is included in the monthly cost.

How long does the battery last?

The GrandPad will last between 1-3 days depending on how much it's used. GrandPad support can email or call if the battery drops below 10%. We will keep an eye on your loved one!

My battery is low, how do I charge up my GrandPad senior tablet?

Place the GrandPad in the charging cradle when its not being used and it will charge automatically. It can be removed at any time, and it will stop charging when it's fully charged.

What age demographic is the GrandPad designed for?

The GrandPad works for a wide range of users but the focus is on seniors who:

  • Have little or no computer experience
  • Have resisted conventional modern technology
  • Have diminishing eyesight, motor skills, hearing, or cognition.

The average GrandPad user is 82 years old. GrandPad is especially designed for seniors 75 and over who have little to no experience with technology. GrandPad has also proven to be very useful for those with limited vision, hearing and motor skills.

Is GrandPad available in the UK?

Yes, GrandPad is available in the UK. You can purchase from our valued partner TechSilver by clicking here.

Is GrandPad available in Ireland?

Yes, GrandPad is available in Ireland. You can purchase from our valued partner TechSilver by clicking here.

Can I use my headphones with the GrandPad senior tablet?

Nearly every set of headphones work with GrandPad.

Can I send a GrandPad senior tablet as a gift?

GrandPad makes for an excellent gift for the ones you love! What better gift can you give than the gift of connecting older seniors to their digital family? We'll even pack and ship it for you!

GrandPad Technical Specifications

  • Screen Size: 8 inches (measured diagonally)
  • Display Resolution: FHD 1920 x 1200
  • Processor: Octa-Core Qualcomm MSM8953-3-AB
  • Clock Speed: 2.0 Ghz
  • RAM: 2GB
  • Storage: 32GB
  • Wireless: 802.11 a/b/g/n
  • Camera: Rear 5 megapixels , Front 5 megapixels

What happens if my GrandPad is broken, lost, or stolen?

No problem! Your GrandPad is 100% insured as part of your subscription. If it’s lost or stolen, we can disable the missing device and send you a new GrandPad loaded with all of your information and memories. If your GrandPad breaks, we will send you a new one all ready to go.

Can I send and receive international video calls with GrandPad?

Yes, the GrandPad can make and receive international video calls.

Can the GrandPad replace my cell phone?

The GrandPad lets families communicate via voice and video calls, but it does not have the ability to connect to 911. Calls to 911 should be made with a phone.

Privacy and Security

Does the GrandPad senior tablet have Passwords or User IDs to remember?

The GrandPad does not have any passwords, phone numbers, email addresses, or User IDs that can confuse a user.

Will I get pop-up Ads?

We've worked hard to make sure that users will never get a pop-up ad or a call from a telemarketer when using a GrandPad.

Is the GrandPad senior tablet safe?

The GrandPad is a secure tablet computer and the bad guys can't get to it like they can a PC, laptop, or other small tablet. It is designed and built especially with seniors in mind. Click Here to Learn More

What type of security does the GrandPad use?

All communications between the GrandPad and the internet are encrypted. No phone numbers or email addresses are viewable on the GrandPad.

GrandPad Central Admin Website

How do I connect the GrandPad to WiFi? What are my connection options?

While devices come with built-in 4G LTE connectivity, they can also be easily connected to a WiFi network via the Settings button > tap WIFI > select available network > enter network password (if necessary) > tap connect. Although LTE (or cellular data) connectivity allows the GrandPad to be used just about anywhere, WiFi offers the most seamless, consistent connection for data-dependent features, such as making a call, searching the internet, or streaming music and radio. For assistance getting the GrandPad connected to WiFi, users or family admins can call our white-glove customer support team: 800-704-9412.

How can I help my mom with her GrandPad if I can't see it?

Family admins have many customization settings at their finger tips for their loved one's device. These features can be accessed via GrandPad Central or the Companion app Admin tools. Although it is not possible to remote into the GrandPad user's device to see what is on the screen at this time, short tutorials are available in GrandPad Central that demonstrate how each of the apps work. Also, a live customer service agent is available 24/7/365 to assist you with your GrandPad user's needs. And they have special tools to help with remote access and adjust unique settings, such as audio or ring tone. Call 1-800-704-9412 or Chat online, www.grandpad.net.

Call button vs Zoom app

One of the best features on the GrandPad is video chatting with your senior. Both the Call button and the Zoom app are perfect for enjoying virtual face time with your senior. What's the difference? The Call app is designed to provide one-to-one voice and video calls; it's just you and the GrandPad user. Think of the Call button as a phone of sorts; to call a companion, the GrandPad user simply taps the button to initiate a call with any one member in the safe contact list. Similarily, when a companion calls the GrandPad user, the device rings and the user taps the answer button to accept the call.

The Zoom app, on the other hand, provides a venue for multiple people to video call the GrandPad user at the same time. It's like a video conference call. Someone sets up a meeting via Zoom and sends the invite to everyone's email, including the GrandPad user's GrandPad email address (ends with @grandpad.me). To join the call, the GrandPad user simply opens the email and taps on the Join Zoom Call button to see and talk with others who have joined the meeting too. Different from video chats on the Call button which are restricted to only those in the contact list, Zoom meetings are open to anyone who gets invited by the host--even those who are not in the safe contact list.

What apps come with the GrandPad and how do I customize them on my mom's device?

By default, the GrandPad comes with 16 preloaded apps (buttons) available for all users to enjoy, including:

Internet Call

Email Photos

Moods Camera

Articles

Weather

Radio

Music

Games

Lookup

Toolbox

Settings

ZoomHelp

Buttons on the GrandPad can be enabled or disabled by the family admin anytime--via GrandPad Central or the Companion app (Admin tools).

For example, you can add favorite radio stations to the Radio button or remove games  from the Games button that your GrandPad user doesn't like. Other customizable buttons include, Internet, Articles, and Music. You can also personalize the Call, Email, Photos, and Weather buttons by making sure your senior's contact list is current and up to date. The rest is up to the family network. By far, the most popular ways to personalize the GrandPad is to share photos and video call as often as possible.

Does the GrandPad have internet? How does it work?

Yes, the GrandPad comes preloaded with an Internet app (button) that allows GrandPad users to search the web freely or restrictively; the family admin chooses the settings. The app can be set up to restrict user to visit only specific websites with a single tap. Or to include the Search button and user to access the entire web without restriction. The family admin can adjust internet settings and add/remove websites to the GrandPad anytime. And if the GrandPad user is not into the Internet, the button can be easily hidden. The GrandPad uses a proprietary browser created specifically with seniors in mind, so images are large and labels are easy to read--making it simple to navigate web pages safely.

Who sets up the GrandPad? Where? How?

Who? One of the reasons families love the GrandPad is that the device is easy to use right out of the box. There are no confusing settings to figure out or apps to install on the GrandPad. The user simply opens the cover and it's ready to go. That's because the person assigned to be the family administrator can go online or download the app to set up the tablet before it's even delivered.

Where? GrandPad Central is a website where family administrators can set up and manage their senior's GrandPad device. It's also a great place for companions to edit their own GrandPad profile, see contacts, send photos, or video call the GrandPad user--especially if they don't have a smart phone. For family admins and companions who rather engage from their phone, the five-star GrandPad Companion app is a free download and super easy to use--especially if you're on the go.

How? To access the GrandPad Central website from a computer, go to central.grandpad.net and log in with the email that is on file in our system. To download the Companion app on your smart phone, go to Google Play Store (for an android device) or App Store (for an iPhone). Then, open the app and log in with your email. If you do not have an email listed in your GrandPad account, call customer service 800-704-9412 to speak with a live agent who will be happy to help you get logged in.

Is the Companion app the same as GrandPad Central?

Generally speaking, the companion app and GrandPad Central website have the same functionality. The difference is that the app is downloaded on your smart phone--so it's more mobile and you can do things on the go (like upload photos or video call the GrandPad) and GrandPad Central is a website used on a desktop computer or laptop--so it's more stationary (you'll probably be sitting down somewhere when you log in). Another difference is that some of the family admin tools are labeled differently on each interface. For example, on the app, contacts are added in the "Family Network" section, whereas on the website, the section is labeled "Contacts." But the features are the same in both platforms.

What other tasks can I do at the GrandPad Central Admin Website?

In addition to adding contacts, you can bulk upload photos that will show up on the GrandPad and optionally on every family member's companion app, as well. You can get statistics on the usage of the GrandPad user to make sure they are active and having fun. Finally, the site can be used to add or remove the core applications:

  • Call
  • Mail
  • Photos
  • Camera
  • Weather
  • Music
  • Games
  • Lookup

What is the GrandPad Central Admin Website?

When a GrandPad is ordered, a family administrator is appointed. The role of the family administrator is to use the GrandPad Central Admin Website to add contacts (we call them companions) to the GrandPad. It takes only a few minutes to add a contact (Name, Email, Phone, Picture, City) and that contact will be pushed to the GrandPad. You can add other contacts like CVS pharmacy or a doctor to make it a tap by picture for the GrandPad user.

Companion App

How can family members connect to GrandPad if they don't have a smartphone?

People without a smartphone can use their personal computer and log in to GrandPad Central at central.grandpad.net using the email associated with your profile. In GrandPad Central, they will be able to connect with loved ones via video calls, emails, and more.

What are the minimum version requirements for the GrandPad companion application?

You must have an iPhone 5 or newer, running at least iOS 10, to use the companion app. For Android, you must be running Android 5.0 or newer.

How will I know when a GrandPad user is video calling me?

The companion app user will get a notification on their device that a GrandPad user is calling them.

What is the Companion App and where do I get it?

The companion application is for the rest of the family. It's free, and is available for Apple and Android phones and tablets. The GrandPad app lets you easily send pictures and videos to the GrandPad in your family. The easiest way to get it is to get an invitation from your appointed family admin for the GrandPad. He or she can send the invite via a button on the GrandPad Central Admin Website. Just read the email on your phone or tablet, click the link and it will automatically download the app, install it, and log you in.

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