If someone is stuck, if the car is moving in a way that scares people, or if you smell burning from the machine room, treat it as an emergency. This line is answered around the clock across Canada. We will stay on the phone while you make the landing safe, post “out of service” signs, and coordinate with firefighters if they are already on scene. We need the address, which elevator it is, what floor the car is near, and whether anyone needs medical help. Our job is to get a qualified technician moving without cutting corners on door locks or safety circuits—shortcuts create real liability. Sometimes the car must stay offline until parts arrive; we will say that clearly so you can tell tenants what to expect. For odd noises or minor leveling issues with no one at risk, you can still call, but our regular repair line may be a better fit. Save 1-888-892-0457 in your machine room and at the front desk.
What counts as an elevator emergency
Entrapments with people inside always qualify. So do situations where the car moves unpredictably, smells of burning insulation, or runs with doors bypassed. Smoke in the machine room, loss of firefighter service during an active alarm, or a hydraulic leak into a pit also require immediate isolation.
If you are unsure, treat it as an emergency until a qualified technician confirms the car is safe to park and lock out. Never force doors or rescue passengers without training—wait for professional support while keeping occupants calm.
Information our emergency desk collects
Address, elevator number, and floor of the car. Number of passengers and any medical needs. Whether firefighters are on scene. Photos of the controller display help when staff can safely take them.
Property contacts with keys to machine rooms, MR closets, and electrical disconnects save minutes. If multiple cars share a bank, tell us which unit failed so we do not dispatch for the wrong controller.
After the urgent visit
Technicians test safeties, door circuits, and leveling before returning a car to service. You should receive a verbal summary of root cause and any follow-up parts required. Schedule preventive maintenance if the failure exposed overdue wear.
For non-urgent quotes and maintenance planning, open the city guide closest to your building—Toronto, Vancouver, Calgary, Montreal, and others each have their own page.
You might also need
Questions during an emergency
Should I call 911 or the elevator emergency line first?
If anyone is injured or in immediate medical danger, call 911 first. For entrapments without injury, call 1-888-892-0457 while keeping passengers calm and the landing secured.
Can you free passengers remotely?
Some modern controllers support remote reset, but many entrapments require an on-site technician with proper training and lockout tools. We dispatch based on what you describe—not guesses.
Will the elevator be tagged out of service after an emergency visit?
If safeties cannot be verified, the car may remain offline until parts arrive. We explain timelines and interim signage so building managers can communicate with tenants clearly.
Is this different from your regular repair line?
Emergency is for active risk and entrapments. Planned diagnostics, drive work, and home lift tune-ups usually start on the Canada-wide overview page, which links to city guides.