Support

I'm out of strips! How do I get more?

Getting a shipment isn't a problem, we'll just need some a little information from you to get shipment triggered.

 

Oftentimes, the system will automatically trigger one once all values have uploaded from the meter to your app, so first, make sure that your meter is syncing to your mySugr app. If it is paired, try a force sync of the meter (steps listed below) to the app to fill in any missing values, and then write to us in Support to let us know.

  • To force a sync of the meter to a paired device, open the app on your smartphone and then grab your meter. Next, on the meter, tap OK to turn it on. Then, go to My Data > Data Transfer > Wireless and tap OK. Any values that haven't synced to your app before should now sync.
  • If you use more than one Accu-Chek Guide, be sure to unpair the one that is currently paired and then pair the second one. Rotating which meter is paired once per week is a good strategy to help us keep a close-to-accurate strips-used count for your Bundle subscription.
  • If you have more than one compatible smartphone available, (for example, if both parents have a smartphone, or spouse of the Bundle user) and more than one Accu-Chek Guide meter, pair one meter per smart device. Then, just be sure the meters are uploading to the paired smart devices at least once per day. 

 

If the meter is paired, but not syncing at all, try our troubleshooting steps here. Sometimes the connection can go a bit wonky and a new pairing will fix it.

If the meter isn't paired at all, please pair your meter and sync your values. Here's how to pair your meter. 

 

Now, if the force-sync between the meter and app doesn't trigger the shipment for you, we'll need the following information to trigger a new shipment with an appropriate amount of strips and to double-check the strips-used algorithm on our side:

 

First, grab your meter. 

Turn it on by tapping OK. 

Then, go to My Data > Averages > Overall > 14 days.

There is a number of tests overall for that time period at the bottom of the screen. 

 

20180615_134439.jpg

  

Take a snapshot of your 14 day and 30 day total (you can cover over the BG average if you don't want us to see it) and send us the photos. If the force-sync between the meter and app doesn't trigger the shipment for you, we'll use that information to manually trigger a new shipment with an appropriate amount of strips and to double-check the strips-used algorithm on our side.

support@mysugr.com 

 

Please note: Manual entries do not count toward your strips-used in our database, so let us know if you are having any trouble syncing your meter to your mySugr app. Otherwise, this could cause a delay in getting your next shipment out on-time and could cause you to run out.

 

Also, we can only replace test strips where the BG entries that are verified by the Guide meter, so if you are using a separate Guide meter, please unpair and pair the second one as mentioned above so that the values can be verified.

 

.