911 Service Disclosure

Hey Quad routes 911 calls through the public telephone network using the registered service address associated with your account. When you dial 911, your call is directed to the Public Safety Answering Point (PSAP) that serves the address on file, and that address is displayed to the dispatcher.

This is different from traditional landlines, where address information is automatically tied to the physical location of the phone jack.

Emergency dispatchers rely on the address stored in your Hey Quad account to locate you. If your registered address is wrong or out-of-date, responders may be sent to the wrong location.

You are responsible for keeping your registered emergency address up to date. Update it any time your business moves or you add a new location. You can manage your emergency addresses at any time from Settings → Emergency / 911 in your org dashboard.

Hey Quad requires electrical power and a working internet connection to function. If your power goes out or your internet connection fails, you will not be able to make or receive calls on Hey Quad, including 911 calls.

Traditional landlines may continue to work during power outages because they draw power from the phone network. Hey Quad does not.

Hey Quad can be used on softphones, mobile devices, and web browsers. If you place a 911 call from a device that is physically located somewhere other than your registered address — for example, while working remotely, traveling, or using the app on your mobile phone — the PSAP will receive your registered address, not your actual physical location.

This can result in emergency responders being dispatched to the wrong location. Always keep an alternative means of calling 911 available — such as a mobile phone with cellular service or a traditional landline — especially when you are away from your registered service address.

A newly added emergency address may be in a "pending" or "unvalidated" state while it is being verified and registered with our carrier. During this window, 911 routing may not reflect the new address. Validate your addresses promptly and confirm they reach "validated" status.

• Register at least one validated emergency address before placing any calls from Hey Quad. Navigate to Settings → Emergency / 911 to add and validate your location.
• Update your registered address immediately whenever your business moves or a device is permanently relocated.
• Keep a charged mobile phone with cellular service or another alternative 911 means available, particularly for staff who work remotely or travel.
• Inform all users on your account about these limitations so they understand how to call 911 safely.

• 911 depends on accurate registered address — not physical location.
• No power or internet = no calls, including 911.
• Softphone / mobile use away from the registered address can misroute dispatch.
• Address changes take effect after validation with the carrier.

If you have questions about E911 on your account, contact us at support@heyquad.com. For regulatory questions, you may also contact the FCC at fcc.gov.