Why must I reconsent? What has changed in the Privacy Policy and Terms & Conditions?
We need your consent before you can continue using the app/account. The Terms & Conditions and Privacy Policy have been updated in compliance with your local privacy laws and to adhere to new data handling legislation. In short, it's our responsibility to make sure we respect your rights to how your data is used and safeguarded.
I received an email about updated Privacy Policy and Terms & Conditions. How do I know if this is truly from mySugr?
We're glad you're pausing before clicking links! In this case, you can check the sender's email address and confirm it was from support@mysugr.com.
What is rdcplatform and why does my app/account need to use it to share my information?
This refers to the Roche Diabetes Cloud, the platform used to secure and encrypt your mySugr account data.
I'm having trouble signing back in to my app/account. What do I do?
Here are a few steps to help resolve general sign-in issues:
- First, make sure you are clicking the blue "Sign in" button.
- Verify you entered your email address and password correctly and your internet connection is stable
- If you have already upgraded your mySugr account, make sure you are using the same email address that you used for your account
- If your password doesn't seem to be working or you can't remember your password, you can reset it by clicking "Forgot password."
- Make sure your app and operating system are updated to the latest release
- If you have tried these simple troubleshooting steps and are still unable to sign back in to your account, please contact Customer Care at support@mysugr.com.
I'm not comfortable providing my consent. What happens now?
If you decide not to consent to the new Terms & Conditions and Privacy Policy, you won't be able to access the mySugr app. After two years time of inactivity, your account will be closed and your data will be deleted.
What will happen to my paired devices? Will I need to reconnect my meter/sensor?
You can continue to use your connected diabetes devices, such as pumps, meters, and insulin pens; however, the connected experience with the mySugr app will not be accessible until you sign back into your mySugr app.
I couldn't sign in, so I created a new account. How can I access my data?
Please contact Customer Care and a representative will help you resolve your account access.
Why did my app/account log me out?
Thank you for your patience with this process. As a part of GDPR (General Data Protection Regulation) requirements, it's our responsibility to make sure we notify you how your data is used and safeguarded. That means we need your consent to the updated Terms & Conditions before you can continue using the app/account.
I received an email about a required action. What do I need to do?
Your account needs to be updated to continue to use the mySugr app. First, please make sure you have the latest version of mySugr installed. Next, open the app and follow the guided steps.
1. Sign in with your username and password.
2. Click Continue to allow rdcpplatform.com to sign in.
3. Agree to the Terms & Conditions and Privacy Policy.
Will the new Terms & Conditions and Privacy Policy change anything in the app?
No, this update does not change the way you use the app. We are dedicated to providing a secure solution with clear communication about how we use and safeguard your data.
I want to understand the updated Terms & Conditions and Privacy Policy. How will my data be used?
The Terms & Conditions and Privacy Policy have been updated in compliance with GDPR (General Data Protection Regulation) requirements and to adhere to new data handling legislation. In short, it's our responsibility to make sure we respect your rights to how your data is used and safeguarded.
Click to view the Terms & Conditions and Privacy Policy.
I've already opted out of mySugr emails, why am I receiving this email?
We understand your concern. An overloaded inbox is a problem we all share. In this case, even if you opted out of marketing or promotional emails, this is a required account management communication that must be sent to all app/account users. Because all users will be signed out of their account to ensure they see the updated terms, we rely on email to explain why this happened and how to sign back into your app/account.
When I open the the app, it doesn't ask me to consent to the Terms & Conditions and Privacy Policy like the email said it would. What do I do now?
Make sure that your mySugr app has been updated to the latest version. You may need to update your phone's operating system in order to install the latest version of the mySugr app.
What iOS and Android Versions does the mySugr app support?
For the iOS versions, you need iOS 17.2 and higher. With Android versions, you need Android 11 and higher.
What is the latest version of the mySugr App I should have?
To have the best experience possible, please go to the App Store to ensure you have the latest mySugr App.