Support
Frequently Asked Questions
Browse your frequently asked questions to quickly get support for your Accu-Chek products.
FAQ Categories
Test Strips
<p>The user will receive an E-4 error code.</p>
<p>Yes, as with any test strip, heat, humidity and other environmental conditions can affect strips.</p>
<p>No, there is no ability to squeeze extra blood from the finger to dose a strip a second time.</p>
<p>The Accu-Chek Instant system was designed to assist users to easily conduct a test. Several features were designed for this purpose:</p><ul><li>Easy-edge test strip has a wide application area compared to leading brands</li><li>Strips are placed electrode end down in the vial, so that they can be inserted easily into the meter with minimal handling</li><li>The used strip can easily and hygienically be removed from the meter with the strip ejector</li></ul>
<p>The Accu-Chek Instant test strip requires only a small speck of blood (0.6 μL).</p>
Power
<p>No. Memory is retained. Time and date will need to be reset if batteries are out for longer than 40 seconds</p>
<p>Yes, any time the meter is on, the battery is being consumed whether searching for a paired device or uploading results.</p>
<p>The Accu-Chek Instant meter requires two batteries to power the features of the meter, such as the backlit display and Bluetooth<sup>®</sup> connectivity.</p>
<p>The meter can be turned on by pressing and releasing the Power/OK button or inserting a test strip. The meter can be turned off by pressing and holding the Power/OK button.</p>
<ol><li>Open the battery door on the back of the meter by pushing the tab in the direction of the arrow and pulling the door up.</li><li>Release the old batteries by pushing the release button.</li><li>Remove the old batteries.</li><li>Slide the new batteries under the black tabs with the (+) side facing up.</li><li>Put the battery door back in place and snap it closed.</li></ol>
Device Settings
<p>The meters will retain the date and time settings for up 40 seconds when the batteries are removed.</p>
<p>Test results may be seen in 7, 14, 30 and 90-day averages.</p>
<p>720 readings can be viewed and stored in the meter.</p>
<p>Yes, the target ranges in the meter can be changed using the device settings on the mySugr app.</p>
<p>Being too low is life threatening for people with diabetes. Therefore, red has been chosen to be the colour indicating “danger".</p>
General Questions
<p>The Accu-Chek Instant meters has a fast test time of less than four seconds.</p>
<p>No, the USB port for any of the Accu-Chek meters is not water or dust resistant.</p>
<p>With the Accu-Chek Instant meter, it is not necessary to delete stored results. Once 720 blood glucose results are in the memory; adding a new result causes the oldest one to be deleted. </p>
<p>No. As seen with almost all products designed for self-monitoring, the Accu-Chek Instant meter cannot be used for diagnosis of diabetes.</p>
<p>The Accu-Chek Instant meters can be used for Alternative Site Testing (AST) on the palm, forearm and upper arm. Please refer to the user manual and speak to your healthcare professional for more information.</p>
Accuracy
<p>Performing a control test lets the user know when the meter and test strips are working properly. More information on control tests is available in the user manual.</p>
<p>The Accu-Chek Instant system fulfills the ISO 15197:2013 / EN ISO 15197:2015 standards and delivers even tighter 10/10 accuracy for reliable results you can trust<sup>1</sup>.</p><p><sup>1</sup>Breitenbeck et al. Accuracy assessment of a blood glucose monitoring system for self-testing with three test strip lots following ISO 15197:2013/ISO 15197:2015. J Diabetes Sci Technol. 2017 11(4) 854-855</p>
<p>Performing a control test lets you know the meter and test strips are working properly.</p><p>Reasons to perform a control test, but are not limited to:</p><ol><li>You open a new test strip box.</li><li>Your test result does not match how you feel.</li><li>The test strips were stored in extreme temperatures or high humidity.</li><li>The test strip container was left open.</li></ol>
<ol><li>Check the Use By date on the test strip container and the control solution bottles.<br>a. Do not use test strips or control solution past the Use By date. Controls expire three months from the date of opening.</li><li>Remove the control bottle cap. Wipe the tip of the bottle and discard the first drop of the solution into a tissue.</li><li>Insert the metallic end of the test strip into the meter. The meter turns on. Place the meter on a flat surface.</li><li>Apply the control solution you want to test, using either Level 1 or Level 2 control solution.</li><li>When you see “Apply drop” appear on the display, squeeze the bottle until a tiny drop forms at the tip of the bottle.</li><li>Touch the drop to the yellow edge of the test strip.<br>a. Do not put the control solution on top of the test strip.</li><li>“Analyzing” will appear when you have enough of the control solution in the test strip.</li><li>The control result and the control bottle symbol appear.</li><li>While the strip is in the meter, press the up or down arrows to select the control level you tested.</li><li>Press OK.<ol><li>“Within range” and “✓” appear if the control result is within range.</li><li>“Out of range” and an ""X"" appear if the control result is out of range.</li></ol></li><li>Wipe the tip of the bottle with a tissue and cap the bottle tightly.</li></ol><p>You can confirm your control results are within range by referring to the Control level 1 and Control level 2 ranges printed on the test strip container.</p><p>If the control results are “Out of Range,” reference the Troubleshooting Checks table below and repeat the control test.</p>
Connecting to mySugr
<p>The Accu-Chek Instant meter implements BLE Pass Key Pairing security.</p>
<p>Yes. Blood glucose results and diabetes data transferred from the meter to the app are stored in the mySugr app. You can view this data when the meter is off and not actively connected via Bluetooth.</p>
<p>Yes, at least 720 results will remain in the meter’s memory at all times, despite the transfer of data to an app or online portal.</p>
<p>The Accu-Chek Instant meter and mobile device must be within 3 meters for the automatic data transfer to occur. If the distance between the devices exceeds 3 meters during blood glucose test(s), any new meter data will synchronise with the app when the devices are within range and Bluetooth is turned on.</p>
<p>The meters can transfer results using Bluetooth Low Energy to compatible smartphone apps like mySugr. Additionally, the micro-USB can be used with compatible diabetes management solutions such as the RocheDiabetes Care Platform. </p>
Getting Started
<p>Please refer to the <a href="/document/accu-chek-mobile-user-manual/download?inline">user manual</a> and <a href="/support/node/2066/videos">how-to videos</a> for more information about how to use the Accu-Chek Mobile meter.</p>
<p>No, a control solution, other than the Accu-Chek Mobile control solution cannot be used as it will not reflect to the target control range or target control value.</p><p>Additionally the Accu-Chek Mobile control solution applicator is specially designed to apply the control liquid to the test area of the cassette. It allows only a small amount of sample to be applied. This avoids the solution entering the system and soiling it.</p>
<p>Control solution for the Accu-Chek Mobile system can be ordered every three months. Should you need more, please contact Accu-Chek Customer Care.</p>
<p>In the process of using the control solution to perform a system check the meter will display the result, the target range and whether the control test is ok or not. In order for this to happen, the displayed result will need to be flagged as a control test. Additionally, the target range and/or the target value can be found on the top of the test cassette packaging.</p>
<p>The test area works with blood or control solution quantities in a range from 0.3 µl to 5.0 µl. The special sink area deals with excessive sample dosing storing up to 5.0 µl.</p>
Accu-Chek SmartGuide CGM solution
<p>Though BGM (Blood Glucose Monitoring) and CGM (Continuous Glucose Monitoring) provide information about your glucose levels, there are some key differences:</p><p><strong>Measuring frequency</strong><br>The frequency of obtaining glucose values is different between using a BGM and CGM. Using a BGM, you might check your blood glucose levels several times a day, typically before meals and bedtime, depending on your type of diabetes and medication.</p><p>With CGM, your glucose level is measured continuously. The glucose values measured by the sensor in your skin are transmitted every 5 minutes and combined to create a glucose curve. You get a full picture of your glucose levels over the time you are wearing the sensor.</p><p><strong>Measuring glucose levels in blood vs interstitial fluid</strong><br>BGM and CGM also differ in where the glucose values are measured. BGM measures glucose in capillary blood drawn from your fingertips (or sometimes other places like the palm of your hand). The sensor of the CGM solution, in contrast, is placed in your skin, more specifically, in the fat layer below the skin (subcutaneous fat tissue). There, your glucose level is measured in the fluid between the cells (interstitial fluid, not blood).</p>
<p><strong>Accu-Chek SmartGuide device</strong></p><ul><li>Adults, 18 years of age and older</li><li>People with diabetes</li><li>Caregivers of people with diabetes</li></ul><p><strong>Accu-Chek SmartGuide app</strong></p><ul><li>Adults, 18 years of age and older</li><li>People with diabetes</li><li>Caregivers of people with diabetes</li></ul><p><strong>Accu-Chek SmartGuide Predict app</strong></p><ul><li>Adults, 18 years of age and older</li><li>People with diabetes</li></ul>
<p>Yes, the Accu-Chek SmartGuide CGM solution can be used during pregnancy.</p>
<p>Every 5 minutes the CGM sensor sends glucose values to the Accu-Chek SmartGuide app. The app communicates with the sensor via Bluetooth® Low Energy. Each sensor has a wear time of up to 14 days and requires calibration using a blood glucose meter. The Accu-Chek SmartGuide Predict app enhances this feature set by collecting and using data from the Accu-Chek SmartGuide app to enable glucose predictions and glucose pattern detection.</p>
<p><strong>Accu-Chek SmartGuide app</strong><br>The Accu-Chek SmartGuide app continuously monitors your real-time glucose values from the Accu-Chek SmartGuide sensor and displays the information on your smartphone or smartwatch. The app receives, stores, and processes your CGM data wirelessly, via Bluetooth® Low Energy connectivity. You can customise your settings and glucose alarms.</p><p><strong>Accu-Chek SmartGuide Predict app</strong><br>The Accu-Chek Predict app collects and uses information from the Accu-Chek SmartGuide sensor.</p><p>The app enhances the Accu-Chek SmartGuide app feature set by providing you with an estimate of your upcoming glucose values and allows you to set reminders when certain pattern trends are revealed.</p><p>You can seamlessly transition between the apps using an app switch button available in both apps.</p>
Accu-Chek SmartGuide sensor
<p>The sensor has a diameter of 33.3 mm without the adhesive.The part of the sensor that sits below the skin is approximately 6 mm.</p>
<p>Apply the sensor only on the back of your upper arm. See the package insert for a picture of the correct insertion site.</p>
<p>Refer to '<a href=" /training/cgm/how-to-insert-cgm-sensor">How to apply the Accu-Chek SmartGuide sensor</a>'.</p>
<p>Yes, the sensor is protected against the effects of temporary immersion in water at a depth of 1 meter for up to 60 minutes (IP28).</p>
<p>No, the sensor must be removed before entering medical treatment areas with high-powered medical electric equipment, for example magnetic resonance imaging (MRI), computed tomography (CT), X-ray, radiotherapy, or diathermia.<br>However, you can wear the sensor in the full-body scanners used at the airport.</p>
Accu-Chek SmartGuide app
<p>You can use two apps with the Accu-Chek SmartGuide sensor:</p><ul><li>the Accu-Chek SmartGuide app</li><li>the Accu-Chek SmartGuide Predict app (uses the CGM data from the Accu-Chek SmartGuide app)</li></ul>
<p>If your smartphone is in power-saving mode, the Accu-Chek SmartGuide apps may no longer be able to communicate with the sensor. A blood glucose meter for calibration and as backup is needed.</p>
<p>The Accu-Chek SmartGuide app is intended for display and read-out of real-time glucose values from a connected Accu-Chek SmartGuide sensor.</p><ul><li>Shows actual and historical glucose values (time course) as well as trend arrows</li><li>Receives, stores and processes CGM data wirelessly</li><li>Customisable settings and alarms</li><li>Smart in-app notifications</li><li>Diary to log events (e.g., carbs, insulin)</li><li>Initial calibration routine and sensor replacement reminder</li><li>Retrospective CGM data analysis (AGP)</li><li>Works with iOS and Android</li></ul><p> </p>
<p>Yes, the Accu-Chek SmartGuide app is available for Android and iOS.<br>The Accu-Chek SmartGuide app supports these operating systems:</p><ul><li>Android 11 or higher</li><li>iOS 15.3 or higher</li></ul><p>Also refer to the <a href="/support/smartguide-cgm#user-downloads-section">User Manuals and Guides</a>.</p>
<p>The Accu-Chek SmartGuide app can be downloaded for free from the <a href="https://play.google.com/store/apps/details?id=com.roche.smartguide.eu&hl=en_GB">Google Play Store</a> or <a href="https://apps.apple.com/de/app/accu-chek-smartguide-app/id6503455257?l=en-GB">Apple Store</a> (depending on your smartphone’s operating system).</p>
Accu-Chek SmartGuide Predict app
<p>You can use two apps with the Accu-Chek SmartGuide sensor:</p><ul><li>the Accu-Chek SmartGuide app</li><li>the Accu-Chek SmartGuide Predict app (uses the CGM data from the Accu-Chek SmartGuide app)</li></ul><p> </p>
<p>If your smartphone is in power-saving mode, the Accu-Chek SmartGuide apps may no longer be able to communicate with the sensor. A blood glucose meter for calibration and as backup is needed.</p>
<p>The Accu-Chek SmartGuide Predict app collects and uses information from the Accu-Chek SmartGuide sensor and CGM app (required) and offers predictive tools.</p><p>The main features are:</p><ul><li>Glucose Predict: general prediction within the next two hours</li><li>Low Glucose Predict notification: hypoglycaemia prediction within the next 30 minutes</li><li>Night Low Predict: predicts the chance of having a low glucose during the night (defined as a 7-hour time period)</li><li>Glucose Patterns: automatic glucose pattern detection (a retrospective, not predictive, feature)</li></ul>
<p>Yes, the Accu-Chek SmartGuide Predict app is available for both Android and iOS and supports these operating systems:</p><ul><li>Android 11 or higher</li><li>iOS 15.3 or higher</li></ul><p>Also refer to the <a href="/support/smartguide-cgm#user-downloads-section">User Manuals and Guides</a>.</p>
<p>You can download the Accu-Chek SmartGuide Predict app for free from the <a href="https://play.google.com/store/apps/details?id=com.roche.smartguide.predict.eu&pli=1">Google Play Store</a> or <a href="https://apps.apple.com/dk/app/accu-chek-smartguide-predict/id6504021989">Apple Store</a>.</p>
Data management
<ol><li>If your diabetes care team uses the Accu-Chek Care platform, you can allow them to see your data in the Accu-Chek Care platform by sharing the access pin code displayed in your Accu-Chek SmartGuide app under “Manage Account”.</li><li>If your diabetes care team does not use the Accu-Chek Care platform, you can send them a report via email. In the Accu-Chek SmartGuide Predict app, generate a PDF of a 2-week report. Select the date range and which details are included in the report, such as the standard AGP and/or a pattern report that lists all glucose patterns found during these 2 weeks, e.g., hypos in the morning, hypers in the evening etc.</li></ol>
<p>At the time of launch, the Accu-Chek SmartGuide CGM sensor and the apps only work within the Accu-Chek environment.<br>The CGM sensor sends the CGM data via Bluetooth® Low Energy connectivity to the Accu-Chek SmartGuide app.</p>
<p>The CGM sensor sends the CGM data via Bluetooth® Low Energy connectivity to the Accu-Chek SmartGuide app.</p><p>The Accu-Chek SmartGuide app sends the CGM data to the Accu-Chek Care platform cloud, and there is no direct interface from the app to third-party software.</p><p>However, the Accu-Chek Care platform cloud might interface with third-party software, e.g., to a Electoinc Health Records System.</p>
<p>No, you do not need to create separate accounts for both apps. You will log into the Accu-Chek SmartGuide Predict app with the same Accu-Chek account that you created for the Accu-Chek SmartGuide app.</p><p>When you are logged in to both apps, you can switch between the two easily with one tap.</p>
<p>Data is stored in both apps as long as they are used on the phone. CGM data cannot be deleted from within the Accu-Chek SmartGuide app. Manually entered logbook records, as long as they were not used for calibration, can be deleted if desired.</p><p>If you have stopped using the Accu-Chek SmartGuide CGM solution and want to delete your account and data, go to the Account screen in the app menu (either the Accu-Chek SmartGuide app or Accu-Chek SmartGuide Predict app) and choose Delete Account. Follow the steps on the screens to delete your account.</p><p>If you want to delete data from your phone because you have stopped using the solution, you must delete the apps.</p>