As Roche continues to expand our ecosystem of diabetes management solutions and digital tools, we want to make your sign in process as simple and secure as possible. Depending on your country and future updates, you could unlock even more:*
- Easier access to future services like eCommerce, CGM connections and data sharing–all from one consolidated account
- Smarter diabetes management via data sharing with your healthcare professional–only when you grant sharing permissions
- Stronger security and privacy with the latest GDPR and data protection standards. Your data stays protected—and only shared when you choose
- Unified data controls to manage your account in one place—consents, email and passwords, simplified and easier to find and manage
*depending on features & services availability in your country.
What happens if I decide to delete my account?
All your data and personal information will be deleted and you will not be able to access mySugr App. If you chose to come back, you will have to create a new account.
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 received an email about upgrading mySugr account. How do I know if this is 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.
I'm not comfortable upgrading my account. What happens now?
If you decide not to upgrade your account, you can still continue to use the mySugr app—no pressure! However, please keep in mind as we continue to make changes and grow our services and opportunities—the best way to ensure you continue to grow with us is by keeping your account up-to-date! Please consider upgrading your account today!
What will happen to my paired devices? Will I need to reconnect my meter/sensor?
Your paired devices will continue to work with the mySugr app without any extra steps. Upgrading your mySugr account helps ensure your connected devices and services—from ordering products on accu-chek.com to signing in to apps—rely on your upgraded account credentials for a simpler, more secure sign-in process.
I couldn't sign in, so I created a new mySugr account. How can I access my data?
Please contact Customer Care and a representative will help you resolve your account access.
I received an email about upgrading my mySugr account. What do I need to do?
Congratulations! Your mySugr app account is eligible for an upgrade. You can upgrade your account with a few simple steps:
- First, make sure you have the latest version of the mySugr app installed
- Next, open the mySugr app. Follow the prompts to upgrade
- When prompted, provide some additional details. To complete the upgrade, you’ll need to confirm your information and strengthen your password for enhanced security
- Sign in with your new credentials. These new sign-in details replace your previous account access credentials
I've already opted out of mySugr emails, why am I receiving this upgrade 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.
When I open the mySugr app, it doesn't ask me to upgrade my account 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. If your phone OS and mySugr app are updated and you still don't see the upgrade option, please contact Customer Care and a representative will help you resolve your account upgrade.