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On this FAQ's page we have tried to answer as many questions as possible you might have about your MEkey device. If your question is not answered here please email This e-mail address is being protected from spambots. You need JavaScript enabled to view it with your question and we will get back in touch as soon as possible. Alternatively use our live chat facility - if we are 'offline' you can click to leave a message and we will get back in touch.

  • I have plugged my MEkey device into my computer and nothing has happened
    • Double click on 'My Computer', the the next window you should see a removable drive with the MEkey logo. Double click this drive and then double click the 'load-mekey' icon. Your MEkey software should now launch
  • I have plugged my MEkey into the computer but can't see the device
    • Check you are using a version of Windows that is compatible with the MEkey (ME/2000/XP/Vista/7/8), Windows 9x will require drivers
    • Try removing the MEkey device, then re-insert it, also try a different USB port or different computer to check the USB ports are working correctly
  • How do I properly insert my MEkey Dog Tag into the computer?
    • Press in on the black lever on the side of the USB Dog Tag and it slide forward with the gold connector uppermost (if the port is horizontal). While still holding the lever, insert the USB into your computers USB port. Once the USB device is full inserted into your computer you are ready to begin.
  • Does the MEkey PHR software work on an Apple Mac?
    • It does not run natively on Apple Macs. It will run on a dual boot (Windows/Mac OS) intel based Mac.
    • Most Apple users set the MEkey up on a friends PC, and as no files are copied to the PC it runs direct from the MEkey device there is no security issue.
  • Do I have to fill in every box with information?
    • No. It is totally up to you what information you fill in. If there is a section that you dont want to fill in, just leave it blank.
  • Can I remove the 'Empty' text from the Public Screen and the forms
    • Yes you can. This is just there to show no data has been entered yet. When you are editing the forms, any fields that have the word 'Empty' in them you can just delete it and enter your data, or just leave it blank.
  • Can any of the information be used for ID fraud?
    • No - All the information you enter is just enough for medical personel to look after your well being. This is one reason there are no spaces for your address, date of birth, home phone number etc.
    • The only information on the Public Screen that relates directly to you is the EHIC information, and if you feel uncomfortable about entering any data - simply don't
  • Can I store other files on my MEkey device like my driving licence?
    • Yes you can - if you click on the 'File Management' button on the main screen this will open up a window where you can upload files to the device. They are then stored on your MEkey device. eg. Scans of your driving licence, travel insurance, passport etc
    • To keep your files secure we strongly recommend using the 'Encrypt File' feature. Once a file is encrypted it is virtually impossible for anyone else to read it without your unique password.
  • How much storage is on my MEkey?
    • All MEkey devices come with 1GB of storage, so that's plenty to store all your important documents and files.
  • I have set my password, but now when I enter it to edit data the MEkey Application shuts down
    • This happens when you have incorrectly entered your password. This is a security feature to stop people trying to guess your password.
    • Try your password again, making sure 'caps lock' is not on (if you originally set your password in lower case). Try to remember if you used capitol letters anywhere in the password.
  • I have forgotten my password
    • Your password in not recoverable as it is encrypted within the application. This is a security feature to stop anyone changing your information. The information already on you MEkey will still be available, but you will not be able to edit it.
    • If you registered your MEkey within two months of purchase and you are within the first 12 month period we offer a swapout program. We will exchange your MEkey device for a new one, the owner will incure postage charges. No swapouts will be accepted without contacting us first for any further information.
  • Im setting my MEkey up for the first time - what is the password?
    • Please refer to the instruction leaflet on how to enter the default password.
  • I have decided on the picture I want to up-load but can't find it in the browse window
    • MEkey devices only support the .jpg file format. If your picture is in any other format it will not show. You will need to get the file converted to .jpg
  • What size and format should my photo be?
    • You don't need to worry about the size of the picture as the MEkey software will automatically scale it to fit. But the nearer the correct size would be better for quicker loading.
    • The aspect of the photo should be a portrait photo - ideally just of the head and shoulders (like a passport photograph)
    • The format of the file should be a .jpg - most digital cameras and phone cameras use this format.
  • The photo I have uploaded looks long and squashed
    • Make sure you have selected a portrait (tall) photograph
  • Will the emergency services know I'm wearing a MEkey device and what it is?
    • The emergency services are trained to check or ask the patient if they are wearing a medical information device.
    • Your MEkey features the paramedic star incorporating the staff and snake design, this along with the letters 'ICE' (in case of emergency) will alert emergency personel it is a medical information device.
  • Will Mountain Rescue have the ability to read my MEkey device?
    • MEkey ICE is based in Sheffield, so we spend a lot of time in the Peak District. We know Edale Mountain Rescue has a mobile incident control vehicle (DM4) which has built in computer, printer and communications facilities.
  • Is my MEkey waterproof?
    • The MEkey device is Water & Dust resistant, IP57 rated. It is designed to withstand any freshwater splashes, dust, sun etc. It is not design to go swimming in so if possible take it off before hand. Salt water is also corrosive, so if it comes into contact with salt water wipe down with a clean (fresh water) damp cloth as soon as possible.
  • Can the information stored on my MEkey be printed out?
    • Yes its can. Simply press the 'Print Information' button and the main public information will be automatically sent the the default printer.
  • Do I need internet access to use the MEkey?
    • No, internet access is not required to use or edit the data.
  • Is there any special software to install?
    • No, the MEkey is a self contained device and can be edited anywhere you have access to a PC.
  • Can I make the chain shorter on the DogTag MEkey?
    • Yes you can, just cut off the amount required. But make sure you trim down the end WITHOUT the clasp.
  • Do all of the screens change to the selected language?
    • At the moment only the Main Public Screen and the 'MEkey Control Panel' buttons change. All the other screens stay in English. This will be changing on a future update
  • Why do you use PayPal?
    • PayPal is one of the most secure online transaction gateways in the business. They have instant name recognition, and over 63 million members worldwide. We know you can trust a PayPal transaction to be secure, fast and reliable.
    • MEkey ICE do not hold any of your credit card details, because all financials are undertaken with the PayPal gateway, so your order does not go secure until you are ready to purchase.
    • PayPal meets the Payment Card Industry Data Security Standard (PCI) required by American Express, Visa, MasterCard International, and others.
    • PayPal no longer requires you to become a member to utilise our e-commerce solution, but its a good idea as there are thousands of companies worldwide who accept PayPal
    • You can feel secure in the fact that PayPal does not rent or sell your information to third parties. Click to see their privacy policy.

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