If the CareScreen cannot reach the Memory Lane app user, then there is a problem with the push messages. These should be turned on.
These are necessary to warn you that you are being called.
If you are using an iPhone, you can change this setting in settings/Memorylane/Notifications and make sure you have the following turned on:

• Allow notifications (ON)
• Check the boxes at Access screen, message center
• Display on Access screen:
  • Show Always

For Android phones:

• Settings/Apps/MemoryLane/Notifications:
  • Show Notifications: ON
  • Show in the menubar: ON
  • Banners: ON
  • Lock screen: SHOW
  • Vibrate: ON
  • App icon badges: ON