Who can use mySugr Glucose Insights?
mySugr Glucose Insights is designed for users:
Adults 18 years of age and older, diagnosed with diabetes.
Under guidance of a doctor or other healthcare professional.
Who are physically and mentally able to independently manage diabetes therapy.
Who are able to proficiently use a compatible mobile device.
Who can read information displayed on a compatible mobile device.
What is the storage space?
The mySugr app saves CGM session and mySugr Logbook data as long as there is enough storage space on the mobile device. Data stored by the mySugr app on your mobile device is encrypted.
Which information is shared?
mySugr Glucose Insights exchanges the following data with the Accu-Chek® Care platform:
- CGM data.
- mySugr Logbook data.
- Error messages.
- Maintenance messages.
- Warnings.
- User settings (for example, target ranges).
mySugr Glucose Insights restores the last 6 months of data from your account when you sign in.
Don’t use restored data to make therapy decisions, such as insulin dosing. Only use current data from a connected sensor to make therapy decisions, such as insulin dosing.
Why is mySugr Glucose Insights not displaying my CGM values?
This could be due to the following reasons:
- Bluetooth® may be turned off: Make sure that Bluetooth® is turned on on your mobile device.
- The sensor may be out of reach: Make sure that the distance between the sensor and your mobile device doesn’t exceed 10 meters (33 feet) (line of sight).
- The sensor may still be warming up: Wait until the warm-up time is over.
- The sensor may be too hot: Move to a cooler environment or shade the sensor.
- The sensor may be too cold: Move to a warmer environment.
- You may be signed out of your account: Sign back in to your account. Note that on Android devices you will need the serial number and 6-digit PIN to reconnect the same sensor. For more information, see chapter Connecting your sensor.
- It may be time to replace your sensor: Tap Connections in the tab bar menu and check the current status of your sensor.
- There may be an alarm or a notification that you need to react to: Check the message area on the Home screen. For example, if the battery of your sensor is dead, you will find a corresponding notification in the message area.
- If power saving is turned on, some background processes are disabled to save battery life on your mobile device. Power saving also affects the communication with your sensor. If power saving is turned on, this is usually indicated in the status bar.
To make sure that mySugr Glucose Insights is able to communicate with your sensor, turn off power saving. For more information on how to do so, see the User’s Manual of your mobile device.
mySugr Glucose Insights receives your current CGM value every 5 minutes. If mySugr Glucose Insights doesn’t display CGM values for more than 20 minutes without issuing a notification or alarm on the Home screen, check your device’s detail screen. Otherwise, contact customer support and remove the sensor if instructed.
Why is mySugr Glucose Insights not displaying predictions?
This could be due to the following reasons:
- There may not be enough data: Check that your sensor and mySugr Glucose Insights are working properly. A minimum of 1 hour of continuous data is required so mySugr Glucose Insights can provide you with your initial glucose prediction for the next 2 hours.
- If you are above 400 mg/dL (22.2 mmol/L) or below 70 mg/dL (3.9 mmol/L).
- You may not have an internet connection: Make sure your mobile device is connected to a secure Wi-Fi® or mobile network.
- Technical error.
How do logged insulin and carbs affect the prediction?
When one logs insulin or carbs, the prediction takes it into account. It takes 20 minutes to update, during that time, the prediction displayed is limited to a 20 min window. It resumes being fully displayed 20min after the logged data.
The displayed CGM values don’t match how I feel. What should I do?
Don’t ignore symptoms of low or high glucose, and don’t change your therapy without talking to your healthcare professional. If your CGM value doesn’t match how you feel, proceed as follows:
Test your blood sugar by performing a finger prick test with a blood sugar meter.
Perform a second finger prick test with your blood sugar meter to rule out an incorrect test result.
If test results from your blood sugar meter repeatedly don’t match how you feel, consult your healthcare professional.
Any compatible device with mySugr Glucose Insights should be compatible with the Accu-Chek SmartGuide sensor?
The app and the sensor are connected via the Bluetooth® Low Energy technology. The smartphone must support Bluetooth® Low Energy 5.0 or higher to be able to work with the sensor.
Is mySugr Glucose Insights compatible with the latest OS version?
Yes. mySugr Glucose Insights is compatible with iOS version 18.2 and higher and for Android version 11.0 and higher. Lower OS versions of a smartphone are not compatible with mySugr Glucose Insights. Don’t use the mySugr app on a device that has been jailbroken, rooted, or that is in debug or developer mode. These conditions can reduce your device’s security, making it more vulnerable to unauthorized access and security threats.
Can I use my smartwatch with mySugr Glucose Insights?
If you use an iPhone, you can use mySugr Glucose Insights in combination with an Apple Watch. The watchOS version must be watchOS 9 or higher. Other smartwatches are not compatible with mySugr Glucose Insights.
Once the Apple Watch is connected to your iPhone, you can view the following information on your Apple Watch:
- Latest CGM value.
- Trend arrow.
- Trend graph.
Keep your notifications turned on in the mySugr app and turn on notification forwarding from the mySugr app to your Apple Watch to receive error, maintenance, and warning messages as well as reminders directly on your Apple Watch.
Will mySugr be compatible with other product CGM sensors in the future?
We are always working on further developing the mySugr app. However, we don’t comment on timelines for development activities.