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Support

TRAINING

You have questions, we have solutions.​

Get Support

For Emergency Technical Support for current customers please call the 24/7 Emergency Support Line at (800) 669-9946.

For non-emergent Current Customer Support including reorders, account and warranty information please contact Customer Support at (262) 790-1771 or email customerexperience@rft.com

Representatives monitor non emergent lines Monday – Friday | 7 AM – 5 PM CST

We provide comprehensive support, resources, and training to ensure your team is fully covered and prepared.

Choose the Right Training

Basic

Role‑based Learning (nurse, admin)

  • Go‑Live floor support
  • Software demos with Q&A
  • Standard response guidance
  • Quick reference cards for staff
  • Badge care & best practices
  • Remote CE support during business hours
  • Competency checklists
  • 30‑60‑90‑120 day follow‑ups
  • Admin essentials session
  • Web Based Learning
  • Train‑the‑Trainer (if applicable)
  • On‑site scenario drills (duress, panic, escalation)
  • Alarm fatigue reduction coaching
  • Remote priority CE support
  • Skills checks by RFT educators
  • Reporting & insights pack.
  • Alert optimization coaching
  • Admin Q&A
  • On‑site simulation day (if supported)
  • Extended Go‑Live floor support hybrid model available
  • Product audit & optimization
  • Custom micro‑learning series
  • Compliance readiness evaluation
  • Tailored adoption roadmap
  • Integration guidance
  • Extended admin seats
  • Risk event review & prevention plan
  • Extended Leadership briefing

Extended

Includes all Basic features

  • Go‑Live floor support
  • Software demos with Q&A
  • Standard response guidance
  • Quick reference cards for staff
  • Badge care & best practices
  • Remote CE support during business hours
  • Competency checklists
  • 30‑60‑90‑120 day follow‑ups
  • Admin essentials session
  • Web Based Learning
  • Train‑the‑Trainer (if applicable)
  • On‑site scenario drills (duress, panic, escalation)
  • Alarm fatigue reduction coaching
  • Remote priority CE support
  • Skills checks by RFT educators
  • Reporting & insights pack.
  • Alert optimization coaching
  • Admin Q&A
  • On‑site simulation day (if supported)
  • Extended Go‑Live floor support hybrid model available
  • Product audit & optimization
  • Custom micro‑learning series
  • Compliance readiness evaluation
  • Tailored adoption roadmap
  • Integration guidance
  • Extended admin seats
  • Risk event review & prevention plan
  • Extended Leadership briefing

Complete

Includes all Premium Features

Popular
  • Go‑Live floor support
  • Software demos with Q&A
  • Standard response guidance
  • Quick reference cards for staff
  • Badge care & best practices
  • Remote CE support during business hours
  • Competency checklists
  • 30‑60‑90‑120 day follow‑ups
  • Admin essentials session
  • Web Based Learning
  • Train‑the‑Trainer (if applicable)
  • On‑site scenario drills (duress, panic, escalation)
  • Alarm fatigue reduction coaching
  • Remote priority CE support
  • Skills checks by RFT educators
  • Reporting & insights pack.
  • Alert optimization coaching
  • Admin Q&A
  • On‑site simulation day (if supported)
  • Extended Go‑Live floor support hybrid model available
  • Product audit & optimization
  • Custom micro‑learning series
  • Compliance readiness evaluation
  • Tailored adoption roadmap
  • Integration guidance
  • Extended admin seats
  • Risk event review & prevention plan
  • Extended Leadership briefing

RFT training and certification courses

Our team of Clinical Educators is dedicated to delivering a variety of hands-on and role-based learning programs tailored to your needs. We offer comprehensive support packages that includes go-live floor assistance, quick reference cards, web-based learning, and ongoing competency checklists to ensure real, practical training for every solution.

Go-Live Packages Aid in a Smooth Implementation

A variety of Go-Live Packages are available to thoroughly prepare your staff for the launch of your new or upgraded RFT Security Solution. Each package includes:

Consulting

Engagement sessions with one of our educators

Training

Several options designed to meet each customer’s requirements and budget

Support

Continued support throughout the life of your partnership with RFT

How We Support You

We provide the resources and guidance you need to ensure you're getting the best safety solutions.

Tech Support

Talk to a real-time virtual tech support specialist for assistance with technical questions or troubleshooting. For emergent requests please call (800) 669-9946); otherwise, email tech@rft.com for assistance.

Current Customer Support

Speak with a real-time customer support representative for information on reorders, account information, warranties, or other customer needs.

Clinical Education Support

Benefit from comprehensive training and ongoing support provided by our in-house Clinical Education team of certified nurse educators.

Choose the Right Service Agreement for Your System

Basic
Base-level package with functional inspection service.
Get Started
  • 24/7/365 Level 1 Remote User Telephone Support
  • After-hours Level 2 Technical Support
  • Annual Software Maintenance Updates/Upgrades*
  • Network Operations Center (NOC) Remote Monitoring Services (RMS)
  • Annual Functional Inspection Service
  • Repair Parts Coverage 10% Discount
  • Repair Labor Costs 10% Discount
  • Automatic Supply Replenishment (Optional)
Extended
Best for facilities with experienced in-house maintenance staff.
Get Started
  • 24/7/365 Level 1 Remote User Telephone Support
  • After-hours Level 2 Technical Support
  • Annual Software Maintenance Updates/Upgrades*
  • Network Operations Center (NOC) Remote Monitoring Services (RMS)
  • Annual Comprehensive System Inspection, Performance Validation and Re-certification
  • Repair Parts Coverage 10% Discount
  • Repair Labor Costs 10% Discount
  • Automatic Supply Replenishment (Optional)
Complete
Popular
Complete suite of services with full parts and labor coverage.
Get Started
  • 24/7/365 Level 1 Remote User Telephone Support
  • After-hours Level 2 Technical Support
  • Annual Software Maintenance Updates/Upgrades*
  • Network Operations Center (NOC) Remote Monitoring Services (RMS)
  • Annual Comprehensive System Inspection, Performance Validation and Re-certification
  • Repair Parts Coverage 10% Discount
  • Repair Labor Costs 100% Discount
  • After-hours Repair Labor Rates 30% Discount
  • Automatic Supply Replenishment (Optional)

Frequently Asked Questions

My computer is showing CTRL+ALT+DELETE and the software isn’t showing.
My computer is not making any sound.
I just received my new pagers, is there a way to confirm that they are working, and receiving alarms?
I received new pendants but they are not showing as available to be assigned.
I received new transmitters, infant child security, pediatric, or adult and they are not auto enrolling / can’t be assigned.
My computer won’t turn on.
The card reader for login isn’t working.
01
My computer is showing CTRL+ALT+DELETE and the software isn’t showing.

1. Press the keys CTRL + ALT + DELETE at the same time. There should be several user accounts listed.

2. Select the rftuser account. Note: the username and password are both rftuser.

02
My computer is not making any sound.

1. Look to lower right on the monitor, beneath the screen. You should see a 1 and a 2.

2. Press 1 and use the arrow keys to select audio adjust.

3. Press 2 to make sure “mute” is not checked. Use the arrow keys to make this adjustment.

03
I just received my new pagers, is there a way to confirm that they are working, and receiving alarms?

1. Turn the pager on using the “Power” button.
2. Generate an alarm, and if the page is not received within your specified time period contact Technical Support for further assistance.

04
I received new pendants but they are not showing as available to be assigned.

1. Click Log-in

2. Select Administrative Functions

3. Select Configuration

4. Select Configuration

5. Select Settings

6. Select Quick Response Plus device id list and, enter in all 8 numbers

7. Click Save

8. Alarm the pendant and re-set

9. Pendants should now be available to be assigned.

05
I received new transmitters, infant child security, pediatric, or adult and they are not auto enrolling / can’t be assigned.

1. Click Login

2. Select Administrative Functions

3. Select Configuration

4. Select Settings

5. Select Transmitter ID Ranges

6. Adjust the minimum and maximum to accommodate your current ID numbers

7.Click Save

8.You should now be able to assign or the transmitters should auto-enroll.

06
My computer won’t turn on.

Check to see if the cord is plugged directly into wall or if there is a battery backup that may be plugged into.

If it is plugged into the wall – confirm that the outlet is functional by using a different outlet or confirming that it is not controlled by a wall switch.

If it is plugged into a battery back-up – confirm that is fully functional, is it turned on; attempt to plug directly into an outlet.

07
The card reader for login isn’t working.

1. Try disconnecting the card reader from the computer and plug back in.

2. Do a proper re-start of the computer using Windows to re-start.

What is the warranty period?
What should I do when my Transmitters are expired?
Do you have a device to test the Transmitters?
I'm not sure whether my company has an account with RFT. Can you verify my Customer ID number?
How do I reach you if my RFT product isn't working properly?
I have a resident that keeps cutting the band off. Do you make a band that can't be cut?
How can I place an order?
Do you have a catalog you can send me?
01
What is the warranty period?

The warranty period for transmitters is the date listed on the transmitter. The date for other parts is one year and the date for systems is one year from installation. If installed by an RFT certified installer. Read the full product warranty here.

02
What should I do when my Transmitters are expired?

The transmitters use a lithium battery and should be disposed of according to your local regulations.

03
Do you have a device to test the Transmitters?

Yes, we have a Transmitter Tester, which consists of a device that is used to check the operation of each Transmitter. Assuming a Transmitter is functioning properly, the Transmitter Tester will detect its signal, the indicator light will flash and a tone will sound. Additionally, transmitters should also be tested on a weekly basis by physically entering an exit zone. Note: the Transmitter Tester detects whether or not a Transmitter is emitting a signal, but does not assess the strength of the signal.

04
I'm not sure whether my company has an account with RFT. Can you verify my Customer ID number?

If you have a copy of an invoice, your Customer ID (account) number can be found on the left hand side under the address. If you have a copy of a packing slip, look for the Customer ID number on the left hand side above the billing address, where it says: “Sold To:”

05
How do I reach you if my RFT product isn't working properly?

Call our Tech Support group at 1-800-669-9946; select Option 5 when prompted.

06
I have a resident that keeps cutting the band off. Do you make a band that can't be cut?

Such a band would require wire as a component of the banding material. This could potentially irritate or even cut the patient’s skin. So our banding is tamper-resistant, rather than tamper-proof.

Try double-banding the transmitter with two different banding materials. We have both gray and beige vinyl banding, as well as navy canvas banding. If you put both these bands on the transmitter, there are two different types of material to work through, making it more difficult to cut.
07
How can I place an order?

An order can be emailed CustomerCare@RFT.com or by faxed to 1-262-790-9427 or called into our Customer Care group at 1-262-790-1771; select Option 2 when prompted.

08
Do you have a catalog you can send me?

We do not have a single brochure or catalog that features all RFT products. If you have questions, please contact Customer Care at 1-262-790-1771; select Option 2 when prompted.

Discontinued Products

As technology has advanced over the past 30 plus years at RFT, many of our components and software has also. In favor of advancement to our new technology, and in an effort to continue to be a leading provider of safety and security solutions,

You may request a list of products and software no longer supported by RFT Technical Support and Field Service by contacting tech@rft.com.

A Well-Trained Staff Leads to A Safe Environment

For a variety of reasons, increasing staff turnover rates are occurring. With inevitable staff turnover and existing staff adopting their own workflows, it is more important than ever to have an on-going annual safety and security training program in place.​

We offer specialized, annual retraining to ensure the integrity of your facility’s security plan. To review a complete list of plan details, please download the brochure here.

Need More Information?

Ready to start?
Want to schedule a
retraining session
or sessions?

Need More Information?

Call (800) 669-9946 , email tech@rft.com or use the contact form below. Again, please note that our representatives are available from Monday-Friday from 7AM-8PMCST.

Call (262) 373-5115, email
clinicaleducators@rft.com or use the contact
form.

Fields marked with an * are required

Ready to start learning?​

Join a community of professionals dedicated to growth and success. RFT University offers expert-led RFT training and certification courses tailored to your needs, empowering you with practical, actionable skills.

Click the link below to go to the RFT University training portal.

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