After migrating to an Accu-Chek account I don't see my data or my PRO (RocheOne)
Please note: The content below is relevant only for Chile, The Netherlands, UK, Spain, Belgium, Germany, Switzerland, and Peru
Where's my data?
Sometimes it takes a while after logging back in to your account for the data to return to your app. If you've been using the app for quite a while, it could take a couple of hours (depending on your internet connection) or longer.
If it has been a few hours since you signed back in and you still do not see your data, there's a trick you can do!
Set your phone to not go to sleep (Settings > Display & Brightness > Auto Lock > Never) and then open the mySugr app and leave it open for a couple of hours to overnight with the phone plugged in. This will allow all data to fully reconcile with our servers.
Lastly, please check the email that you have signed in with. It is possible you may have created a brand new account that is not associated with your original mySugr account.
Where's my PRO?
Do you have your PRO access activated through the pairing of your compatible Accu-Chek meter to your device? PRO will revert back down to Basic if it has not been paired and importing regularly. It needs to import at least 1 value into your account every 30 days to keep PRO active.
If you pay for PRO or it will not activate after pairing and importing from your meter, please check the account you have signed in with. It is possible you may have created a brand new account that is not associated with your original mySugr account that has your PRO subscription.
If you're still having trouble with your data or you're not seeing your PRO subscription, and have tried the above tricks and tips, please write to us immediately at firstname.lastname@example.org and we'll look into it for you.