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Frequently asked questions

How do I set up my CONTOUR® NEXT ONE meter?

There are two ways you can set up your CONTOUR® NEXT ONE meter: on the meter itself, or by using the CONTOUR DIABETES app.

For instructions on initial setup from the meter itself, please see the User Guide that you received with your meter.

To set up your meter from the app, download the CONTOUR DIABETES app, open the app, tap 'Get started' and follow the instructions. This will set up the meter and app at the same time.

Should I set up my meter first or the app first?

If you’re starting from scratch with your CONTOUR® NEXT ONE meter and CONTOUR DIABETES app, we recommend that you set up the app first. The meter is quickly and easily set up during the app setup when first getting started.

How do I pair a meter with the CONTOUR DIABETES app?

To pair a meter to the CONTOUR DIABETES app:

  1. Make sure the Bluetooth® setting on your mobile device is switched on
  2. Go to: Main Menu > Settings > My Meters
  3. Tap ‘+ Pair a Meter’ and follow the instructions
  4. When your meter is successfully paired, the smartLIGHT™ on the meter will shine blue for a few seconds
  5. After a CONTOUR meter is paired, the Meter Settings screen displays
  6. Turn settings off if needed, then tap ‘Continue’ to save the meter settings

What do the different reading color mean in the app?

The blood glucose reading color in the CONTOUR DIABETES app match the color of the smartLIGHT feature on the CONTOUR® NEXT ONE meter to let you know how your blood glucose reading compares with your target range.

Amber = above target
Green = within target
Red = below target

How do I create a CONTOURCLOUD account with the CONTOUR DIABETES app?

When you open the CONTOUR DIABETES app for the first time, you will be prompted to create a CONTOUR™CLOUD account. Creating an account ensures that your personal data is backed up securely, and allows you to access it from any of your compatible mobile devices.

To create an account from the initial app setup, just follow the instructions on screen.

  1. When asked for a CONTOURCLOUD ID enter your email address. You should use a personal email address that you check often
  2. Next you will need to answer a series of questions, which are used to create a section called About Me. (Your About Me section can be edited after account creation and can be found under My Profile in the Menu section of the app.)
  3. Verify account by clicking the link emailed to you by CONTOUR Diabetes Solutions
  4. Tap 'Continue' on the app screen

If you have been using the CONTOUR DIABETES app in Guest mode and want to create an account:

  1. Go to: Settings > Create an account
  2. Follow the instructions on screen
  3. Verify account by clicking the link emailed to you by CONTOUR Diabetes Solutions
  4. Tap 'Continue' on the app screen

My meter and app were suddenly disconnected – why?

Your meter and app must be in close range of each other to stay connected. Try moving your meter and mobile device closer together.

Find your answer in one of these categories

Using the CONTOUR® NEXT ONE meter

How do I set up my CONTOUR® NEXT ONE meter?

There are two ways you can set up your CONTOUR® NEXT ONE meter: on the meter itself, or by using the CONTOUR DIABETES app.

For instructions on initial setup from the meter itself, please see the User Guide that you received with your meter.

To set up your meter from the app, download the CONTOUR DIABETES app, open the app, tap 'Get started' and follow the instructions. This will set up the meter and app at the same time.

How do I turn on my CONTOUR® NEXT ONE meter?

You can switch the meter on by either:

  • Pressing and holding down the large, round button on the right-hand end of the meter

or

  • Inserting a CONTOUR® NEXT test strip into the meter (this will automatically turn the meter on)

What test strips should I use with my CONTOUR® NEXT ONE meter?

Your CONTOUR® NEXT ONE meter should always be used with CONTOUR® NEXT test strips. These have been specifically designed for use with the meter.

You will receive a bottle of CONTOUR® NEXT test strips with your meter, and can order subsequent bottles from your pharmacist when you need them. Never use other brands of test strips with your CONTOUR® NEXT ONE meter.

What is the smartLIGHT feature? And what do the color mean?

The smartLIGHT feature on the CONTOUR® NEXT ONE meter gives you instant feedback on your blood glucose results. It immediately identifies your results as above, below or within target range to help you make decisions. This feature can be switched off if you prefer not to use it.

Green = within target
Amber = above target
Red = below target

What is Second-Chance™ sampling?

With Second-Chance™ sampling technology, you will have 60 seconds to reapply blood to the same test strip without compromising accuracy. This may help you:

  • Avoid having to prick your finger again
  • Waste fewer strips (and lancets)

How do I know if I need to apply more blood to a test strip?

The Second-Chance™ sampling feature will cause your CONTOUR® NEXT ONE meter to beep twice and display a flashing test strip icon. Within 60 seconds, apply some more blood to the test strip so there is enough for the meter to measure your blood glucose. Once you have added enough blood, the meter will automatically take a reading as usual.

Can I change my meter settings from the meter while the meter is connected to the app?

Meter settings cannot be changed from the meter while the meter is connected to the app. To change settings on the meter either:

  1. Scroll to the ‘Settings’ symbol on your CONTOUR® NEXT ONE meter and press OK. This will automatically disconnect your meter from your mobile device
  2. Or

  3. Turn your CONTOUR® NEXT ONE meter off and walk away from your mobile device to disconnect from the app, then turn your meter on and go to Settings to make any changes

What do the apple symbols on my meter screen mean?

These symbols are Meal Markers. Meal Markers allow your meter to compare blood glucose readings against the related target ranges, so that the smartLIGHT™ feature can indicate whether your blood glucose is above, below or within target range.

You can select the appropriate marker on your meter each time you take a blood glucose reading. There are three variations of the apple symbol:

Fasting Meal Marker
Choose this if you are testing your blood glucose after about 8 hours without eating

Before-meal Meal Marker
Choose this if you are testing your blood glucose within 1 hour before a meal

After-meal Meal Marker
Choose this if you are testing your blood glucose within 2 hours after the first bite of a meal

Setting up the CONTOUR DIABETES app

Should I set up my meter first or the app first?

If you’re starting from scratch with your CONTOUR® NEXT ONE meter and CONTOUR DIABETES app, we recommend that you set up the app first. The meter is quickly and easily set up during the app setup when first getting started.

Will the CONTOUR DIABETES app work on my mobile device?

The CONTOUR DIABETES app works with the following mobile devices:

Apple (iOS) mobile devices installed with Apple iOS 8 and above, which includes at a minimum:

  • iPhone 5, iPhone 5c, iPhone 5s, iPhone 6
  • iPad 4, iPad Air, iPad Air 2
  • iPad mini 2, 3, 4
  • iPad Pro
  • iPod touch 5 and 6

Android mobile devices installed with Android Lollipop 5.0 and above, which includes at a minimum:

  • Samsung Galaxy S4/S4 Mini/S5/S5 Mini/S6
  • Samsung Galaxy Note 3/4/5
  • Samsung Galaxy A5

If you have a device that uses either of these operating systems, you should be able to download and use the CONTOUR DIABETES app. For instructions on how to download the app, please see the question 'How do I download the CONTOUR DIABETES app?'.

How do I download the CONTOUR DIABETES app?

Firstly, check that your device uses either Apple iOS or Android.

To download the CONTOUR DIABETES app onto an Apple device:

  1. Open the App Store on your device
  2. Search for ‘Contour diabetes’
  3. Select ‘CONTOUR DIABETES app’ from the search results
  4. Tap ‘Get’, then ‘Install’. You may be prompted to enter your iTunes account information. Tap ‘OK’ once you are done. The download process will then begin
  5. If you are still in the App Store, the ‘Install’ button will become an ‘Open’ button. You can either tap this to open the app or select the app icon from your device home screen

To download the CONTOUR DIABETES app onto an Android device:

  1. Open the Google Play Store on your device
  2. Search for ‘Contour diabetes’
  3. Select CONTOUR DIABETES app from the search results
  4. Tap ‘Install’. The download process will then begin

Once you have downloaded the CONTOUR DIABETES app, keep it somewhere on your mobile device that you can access easily, like your home screen or dock.

How do I set up the CONTOUR DIABETES app?

The initial setup of the CONTOUR DIABETES app is simple.

  1. Open the app by tapping on the CONTOUR™ icon on your mobile device
  2. Select your country from the list
  3. Select the language you would like the app to use
  4. Tap ‘Confirm’ to continue
  5. Next you will need to read and accept the app Terms and Conditions. Tap ‘Accept’ to continue
  6. You will now see the Welcome screen of the app with three options: ‘Get started’, ‘Take a tour’, ‘Sign in’
  7. Tap ‘Get started’ and follow the instructions on screen to set up your CONTOUR DIABETES app

How does my CONTOUR® NEXT ONE meter connect to the CONTOUR DIABETES app?

When you start using your CONTOUR® NEXT ONE meter with the CONTOUR DIABETES app you will need to pair the two devices. The app and meter will then seamlessly connect and sync using Bluetooth® technology. The Bluetooth® setting on your mobile device and meter will need to be switched on for the pairing and each time you test your blood glucose so that the app can sync the reading.

How do I turn a CONTOUR® NEXT ONE meter setting off or on from the meter?

You can turn a meter setting off or on from the meter using the following steps:

  1. Turn off the meter and move away from your mobile device
  2. Turn your meter on
  3. Scroll to Settings
  4. Press ‘OK’ on each screen until you find the setting to change
  5. Use the up and down arrows on the outer ring to change the setting. Press ‘OK’

Pairing and unpairing meters to the CONTOUR DIABETES app

How do I pair a meter with the CONTOUR DIABETES app?

To pair a meter to the CONTOUR DIABETES app:

  1. Make sure the Bluetooth® setting on your mobile device is switched on
  2. Go to: Main Menu > Settings > My Meters
  3. Tap ‘+ Pair a Meter’ and follow the instructions
  4. When your meter is successfully paired, the smartLIGHT™ on the meter will shine blue for a few seconds
  5. After a CONTOUR™ meter is paired, the Meter Settings screen displays
  6. Turn settings off if needed, then tap ‘Continue’ to save the meter settings

Can I connect/pair more than one meter to the app?

Yes, you can pair multiple CONTOUR® NEXT ONE meters with the CONTOUR DIABETES app, which merges together your blood glucose readings from the different meters. To do this, in the app go to: Main Menu > Meter Settings > My Meters

  1. Tap ‘+’ and follow the instructions on the screen to add another meter
  2. After you have paired a meter, the Meter Settings screen is displayed. Change any settings that you need to here
  3. Tap ‘Continue’ to save the meter settings

Note that only one meter can connect to the app at any one time.

How do I pair a second CONTOUR® NEXT ONE meter to the app?

In the app go to: Settings > Meter Settings > My Meters
Tap ‘+’ and follow the instructions.
After a meter is paired, the Meter Settings screen displays.
Change settings if needed, then tap ‘Continue to save meter settings’.

How do I rename a meter in the CONTOUR DIABETES app?

In the app go to: Main Menu > Settings > My Meters
Tap the meter you want to rename and type the new name over it.

What happens when I unpair a CONTOUR® NEXT ONE meter from the app?

Unpairing removes the meter from the account and prevents the meter from connecting to the app and sending data back and forth. Existing meter data remains intact in the app. An unpaired meter can be paired to the app again at another time.

How do I unpair a meter from the app?

If you need to unpair a meter from your CONTOUR DIABETES app, in the app go to: Main Menu > Meter Settings > My Meters

  1. Tap the meter you want to unpair
  2. On the Meter Settings screen, tap ‘Unpair this Meter’ and ‘Confirm’ when you are prompted

Or

Go to: Main Menu > Meter Settings > My Meters

  1. Swipe left on the meter you want to unpair
  2. Tap the red ‘Unpair’ button and ‘Confirm’ when you are prompted

Using the CONTOUR DIABETES app

General

I cannot change a meter setting from the app – why?

Your meter must be on and connected to the app if you want to change meter settings from the app. Only the Meter Name and the Unpairing feature can be changed from the app when the meter is not connected.

How do I get back to the previous screen when there is no ‘Back’ button?

Tap ‘Menu’, ‘Done’, or ‘X’ to go back to the previous screen.

I selected something and there was no ‘Save’ button, only ‘Done’ or ‘Back’. Will my selection be saved?

In most instances, yes. The app auto-saves most items and does not always require you to tap ‘Save’.

Will the app still record my blood glucose readings if my mobile device and meter are not nearby?

Yes. Your CONTOUR® NEXT ONE meter will sync with the CONTOUR DIABETES app each time your meter and mobile device are within close range when you have the Bluetooth® settings switched on. If you need to take a blood glucose reading without your mobile device close by, don’t worry; your meter has enough memory to store up to 800 blood glucose readings so it will save any results it reads until the next time it can sync with the app.

Viewing and making sense of blood glucose results

What do the different reading color mean in the app?

The blood glucose reading color in the CONTOUR DIABETES app match the color of the smartLIGHT™ feature on the CONTOUR® NEXT ONE meter to let you know how your blood glucose reading compares with your target range.

Green = within target
Amber = above target
Red = below target

Why can’t I delete a blood glucose reading in the app?

Blood glucose readings that have been synced from the meter cannot be deleted in the app; only manually entered blood sugar readings can be deleted.

How do I view a detailed graph of my blood glucose readings and why are there diamonds and circles on my blood glucose reading graph?

Tap the small graph to see the expanded graph or, whilst you are viewing My Readings in the app, turn your mobile device sideways so it is in a landscape position.

On the graph, circle symbols are blood glucose readings automatically collected from the meter via Bluetooth® technology. Diamond symbols are readings that have been added manually. If you want to see detailed information for any given point, tap on the symbol on the graph.

On the Expanded Graph, what is the difference between the Standard and the Averages Mode?

The Averages mode lets you see blood glucose averages over a period; the Standard mode shows your individual blood glucose readings over a single day.

For more information:

  1. Go to: Main Menu > My Readings
  2. Turn your mobile device sideways or tap the graph at the top of My Readings
  3. Tap ‘i’ at the top of Expanded Graph

How do I change the time period on the Expanded Graph?

To change the time period displayed on the Expanded Graph:

  1. Tap the white button at the top of the screen
  2. Select a 3-day, 7-day, 14-day or 30-day time period from the Days list

Adding additional information to blood glucose readings

How do I add a photo, activity, meal or voice note to a blood glucose reading?

  1. Find the blood glucose reading in My Readings and tap it
  2. When the Edit screen opens, tap the round icons to add a Photo, Activity, Meal, medication, or write or record notes
  3. Tap ‘Done’ when you are finished

I added an activity, a meal and a photo to a blood glucose reading in the app but I do not see this information in My Readings. Why?

  1. Find the blood glucose reading in My Readings
  2. Tap the area around the time of the reading to open the details; tap again on the area around the time to close the details

Manual blood glucose readings

How do I add a manual blood glucose reading?

To add a blood glucose reading manually, in the app go to:
Main Menu > My Readings

  1. Tap ‘+’ in the upper right corner of the screen. The system uses the current date and time in your mobile device for the new reading
  2. To change the date or time, tap the matching button and scroll to the desired date or time. Tap ‘Done’ to save your selection
  3. To enter a blood glucose value, tap the empty blood glucose reading button, type the number then tap ‘Done’. The Meal Marker screen is now available
  4. The app pre-selects a Meal Marker and meal type based on the time of the reading. Tap ‘Save’ to confirm or tap another marker and/or meal type. Note: You can tap again on a Meal Marker or meal type to de-select it. You can tap ‘No Mark’ if you do not want a Meal Marker and meal attached to this reading
  5. Tap ‘Save’ when you are finished with Meal Markers
  6. The Edit screen displays so you can add details to your reading such as a photo, note, activity, meal or medication
  7. Tap ‘Done’ to save the manual reading

How do I change a manual blood glucose entry and information I have added to it?

You can change blood glucose readings that have been entered manually, but not those automatically synced from your meter.

To do this, tap the reading in My Readings.

Here you can add details such as a picture, activity or medication. With the Edit screen open, tap the blood glucose reading again to add a Meal Marker to the reading.

How do I delete a manual reading or any item from a list, such as meals or medications?

  1. Find the manual blood glucose reading or the listed item in My Readings
  2. Swipe left across the reading and tap the red ‘Delete’ button that appears

Note that you can change blood glucose readings that have been entered manually, but not those automatically synced from your meter.

Meal Markers

What do the apple symbols next to my blood glucose readings mean?

These symbols are Meal Markers. Meal Markers allow your meter to compare blood glucose readings against the related target ranges, so that the smartLIGHT™ feature can indicate whether your blood glucose is above, below or within target range.

You can select the appropriate marker on your meter each time you take a blood glucose reading. There are three variations of the apple symbol:

Fasting Meal Marker
Choose this if you are testing your blood glucose after about 8 hours without eating

Before-meal Meal Marker
Before-meal Meal Marker

After-meal Meal Marker
Choose this if you are testing your blood glucose within 2 hours after the first bite of a meal

Why does the app select a meal (for example, Lunch) on the Meal Marker screen?

The app provides Day Divider time periods for Breakfast, Lunch, Dinner and Overnight that you can change to fit your own schedule. For your convenience, the app pre-selects a meal type for you based on when you took the reading and the Day Divider it belongs to.

Why does the app show a Meal Marker screen when I turned off the Meal Marker setting on my meter?

The Meal Marker feature is always available in the app. If you turn off Meal Markers in the meter, your blood sugar readings can only be marked as Before Meal, After Meal or Fasting when you are in the app.

If you leave the Meal Marker Prompt Screen setting on in the app, the Meal Marker screen displays automatically each time a blood sugar reading is synced from the meter.

How do I add or change the Meal Marker for a meter reading in the app?

  1. Open the app and tap the blood glucose reading listed in My Readings
  2. When the Edit screen appears, tap the blood glucose reading again to open the Meal Marker screen. You can change or add a Meal Marker and a meal type from this screen

OR

  1. Open the app and tap the blood glucose reading listed in My Readings
  2. When the Edit screen appears, tap the Meal icon and then tap ‘Meal Marker’. You can change or add a Meal Marker and a meal type from this screen

Note: If you change the Meal Marker on a blood glucose reading, it will be compared against a different target range and may change colour based on this new target.

How do I change the Meal Marker on a reading that was previously or never marked?

  1. Find the blood glucose reading in My Readings and tap it
  2. When the Edit screen opens, if you have never marked the blood glucose reading before, the Meal Marker screen will open automatically. If you have previously marked it, tap the blood glucose reading again or use the Meal Marker button under the Meal tab to add or change the Meal Marker and meal type
    Note: You can tap again on a Meal Marker or meal type to de-select it. You can tap ‘No Mark’ if you do not want a Meal Marker and meal attached to this reading
  3. Tap ‘Save’ when you are finished with Meal Markers
  4. The Edit screen displays so you can add details to your reading such as a photo, note, activity, meal or medication
  5. Tap ‘Done’ to save the blood glucose reading

How do I stop the Meal Marker screen from displaying automatically in the app?

  1. Go to: Main Menu > Settings > App Preferences
  2. Change the Meal Marker Prompt screen setting to off

smartALERTS™

How do I set up a reminder to test my blood glucose or log an activity?

You can choose to set up reminders based on the time, a certain blood glucose reading, or to take medication based on your blood glucose result. Additionally, you have the option to set up a reminder as soon as a Before Meal reading syncs to the app.

To set up a reminder go to:
Main Menu > Settings > My Reminders

  1. Tap ‘+’ in the top right-hand corner of the app
  2. Follow the instructions on screen

How do I set up an appointment reminder to see my healthcare professional?

You can set up an appointment reminder to see your healthcare professional.

To set up a reminder go to:
Main Menu > Settings > My Reminders

  1. Tap ‘+’ in the top right-hand corner of the app
  2. Follow the instructions on screen

How do I stop or pause a reminder that I have set?

To delete a one-time countdown reminder:

  1. Go to: Main Menu > My Reminders
  2. Tap 'X' on the bottom of the screen that shows the countdown time

To delete a recurring reminder:

  1. Go to: Main Menu > My Reminders
  2. Swipe left on the alert and tap the red ‘Delete’ button

To temporarily disable a reminder:

  1. Go to: Main Menu > My Reminders
  2. Tap the toggle switch to turn it off; it will turn white

smartTESTING™

How do I set up a special set of reminders before a visit to a healthcare professional or to help me improve a pattern?

You can use the smartTESTING™ feature of the CONTOUR DIABETES app to set up a pattern of reminders before you see your healthcare professional, or to help you to improve your testing regularity. To do this, open the app and go to: Main Menu > Smart Testing

  1. Tap on the type of smartTESTING™ plan you would like to use
  2. Tap ‘Continue to Setup’, and fill in the information
  3. Tap ‘Save’ when you are finished

What are the differences between My Reminders and the smartTESTING™ feature?

Reminders you have set continue to display at the same time each day for a period of time. You can also set up a one-time reminder to test after a Before Meal reading. The smartTESTING™ feature is a fixed series of reminders over a set period of time, designed to help you manage a pattern in your blood sugar readings or to help you prepare for a visit with your healthcare professional.

Time and date sync

Do the time and date on the meter and app sync automatically?

If you have automatic date/time syncing turned on in the CONTOUR DIABETES app, the app will automatically update your CONTOUR® NEXT ONE meter with the date and time.

If you didn’t switch on this feature in the initial app setup, go to: Main Menu > Settings > App Preferences

Tap ‘Time and Date Sync’ toggle to turn it on.

How do I ensure my meter date and time always sync with the app date and time?

You need to turn on automatic date and time syncing.

  1. In the app go to: Main Menu > Settings > App Preferences
  2. Tap the Meter Time and Date Sync toggle to turn it on Whenever your meter connects with the app, the time and date on the meter will automatically sync with the app

How do I do a one-time sync of my CONTOUR® NEXT ONE meter date and time with the app/mobile device date and time?

  1. Turn your meter on
  2. In the app go to: Main Menu > Settings > My Meters and select the meter you want to sync
  3. Tap ‘Time and Date Sync’
  4. Tap ‘Sync now’

I was travelling and changed time zones. My mobile device time updated to match the time zone but my meter did not. Why is that?

If you do not have automatic date/time syncing turned on in the CONTOUR DIABETES app preferences area, the meter is not updated with the mobile device time and date unless you do a manual sync.

To set automatic time/time syncing between your meter and mobile device:

  1. Go to: Main Menu > Settings > App Preferences
  2. Turn on Meter Time and Date Sync

Healthcare professional reports

Can I store information about my upcoming healthcare appointments and my healthcare professionals?

Yes. The My Profile feature in the app lets you store any appointments you have booked and contact information for your healthcare team. Go to:
Main Menu > My Profile > Appointments to add an appointment, or go to: Main Menu > My Profile > Healthcare Team

How do I send a report of my blood glucose readings to my doctor or nurse?

You can send a summary report of your blood glucose readings from the app but you must have added either an appointment or a healthcare professional first.

  1. Go to: Main Menu > My Profile > Appointments
  2. Tap an upcoming appointment
  3. Tap ‘Send a Blood Sugar Report’

Or

  1. Go to: Main Menu > My Profile > Healthcare Team
  2. Tap ‘Send a Blood Sugar Report’

Target ranges

Can I change my target ranges from the app?

Yes. Although target ranges may have been confirmed on the CONTOUR® NEXT ONE meter, you can only change them from the CONTOUR DIABETES app. You can do this at any time by going to:
Main Menu > Settings > Target Ranges

Each time you connect your meter to the app the meter is updated with the current app target ranges if they have changed.

You should consult your doctor or nurse before setting or changing your target ranges.

Can I change my target ranges after I have set up the meter and app?

Yes. You can change target ranges from the app at any time by going to:
Main Menu > Settings >Target Ranges

You can change the high and low limits of your Before Meal (same as Fasting) and After Meal (same as Overall) target ranges when you slide the handles up or down. You can also use ‘+’ or ‘–’ to move a value up or down.

You should consult your doctor or nurse before setting or changing your target ranges.

How do I change my Critical High or Critical Low setting in the app?

In the app, go to: Main Menu > Settings > Target Ranges.
The Critical High handle has a yellow outline. This is the highest blood glucose value you can set. The Critical Low handle has a red outline. This is the lowest value you can set. Slide the handles up or down to change the Critical Values. You can also use ‘+’ or ‘–‘to move a value up or down.

You should consult your doctor or nurse before setting or changing your critical high/low settings.

Why are the target ranges in my meter different from the app?

You have probably not synced (connected) your meter with the app since you last changed the targets in the app. To sync your meter with the app:

  1. Switch your meter on and make sure it is near to your mobile device
  2. Make sure the Bluetooth® setting on your mobile device is turned on

The CONTOUR DIABETES app should now be able to sync data with your CONTOUR® NEXT ONE meter and update your target ranges.

If I have more than one meter can they have different target ranges?

Your meters may have different target ranges, but this is not recommended. Your meters should stay in sync with the app target ranges. Paired CONTOUR™ meters are updated with the most recent app targets whenever they connect to the app.

Why are there four Target Range settings in my CONTOUR® NEXT ONE meter Settings? There was only an Overall Target at first.

As soon as you pair your CONTOUR® NEXT ONE meter to the CONTOUR DIABETES app, you are able to add a Meal Marker to a blood glucose reading. Since every Meal Marker is evaluated against a related target range, the new ranges associated with each Meal Marker become available for you to see.

In my meter settings I see a Fasting Target Range but there is no Fasting Target in the app. Why?

The Fasting Target range is always preset to be the same as your Before Meal Target Range, and this range can be changed in the app. The meter displays a separate Fasting Target because it has a Fasting Meal Marker attached to it.

Your CONTOUR CLOUD account

How do I create a CONTOUR™CLOUD account with the CONTOUR DIABETES app?

When you open the CONTOUR DIABETES app for the first time, you will be prompted to create a CONTOUR CLOUD account. Creating an account ensures that your personal data is backed up securely, and allows you to access it from any of your compatible mobile devices.

To create an account from the initial app setup, just follow the instructions on screen.

  1. When asked for a CONTOUR CLOUD ID enter your email address. You should use a personal email address that you check often
  2. Next you will need to answer a series of questions, which are used to create a section called About Me. (Your About Me section can be edited after account creation and can be found under My Profile in the Menu section of the app.)
  3. Verify account by clicking the link emailed to you by CONTOUR Diabetes Solutions
  4. Tap ‘Continue’ on the app screen

If you have been using the CONTOUR DIABETES app in Guest mode and want to create an account:

  1. Go to: Settings > Create an account
  2. Follow the instructions on screen
  3. Verify account by clicking the link emailed to you by CONTOUR Diabetes Solutions
  4. Tap ‘Continue’ on the app screen

Should I sign out of my account each time I finish using the app?

No. It is best to stay signed in to your app account even when you close the app. When you stay signed in to the app on one or more mobile devices, your information is backed up regularly and all the app features are available to you.

How do I change the email address for my app account?

  1. Go to: Main Menu > Settings > Account Settings.
  2. Tap the email address to change it.

Why should I create a CONTOUR™CLOUD account?

Creating a CONTOUR™CLOUD account will help you to get the most out of your CONTOUR® NEXT ONE meter by unlocking all the features that the app has to offer. Creating an account will also allow the app to store your blood glucose readings in the CONTOUR™CLOUD so that you can view your data from up to four different meters on multiple mobile devices. Follow the instructions on screen when you open the app to set up an account. Your mobile device will need to be connected to the internet for this to work.

Is my app data backed up anywhere?

If you’ve set up a CONTOUR™CLOUD account, your app data is automatically backed up to the CONTOUR™CLOUD regularly when your device is connected to the internet. If you sign in to the app as a Guest, your data is not saved or backed up to the cloud.

Is my app data shared with anyone?

No data that can be identified as yours is shared with any person or business unless you choose to share it with someone, for example your doctor, nurse or caregiver. You can view our privacy policy here.

Troubleshooting

My meter and app were suddenly disconnected – why?

Your meter and app must be in close range of each other to stay connected. Try moving your meter and mobile device closer together.

My meter does not seem to be connecting to the app. Why?

If your CONTOUR® NEXT ONE meter is not connecting to the CONTOUR DIABETES app, check that:

  • Your meter is switched on
  • You have paired your meter with the app on your mobile device
  • The Bluetooth® settings on your meter and mobile device are switched on
  • Your meter is close to your mobile device

I have received an ‘Unable to connect’ error message. What should I do?

There are at least two possible reasons for this error message:

  1. You are not connected to the Internet. Check your Internet connection and make sure that the Mobile Data feature is turned on in your mobile device settings (Note: Internet/Data usage fees may apply.)
  2. Your network administrator has set proxy or firewall restrictions on your network
    • Talk to your network administrator about allowing connection to CONTOUR ONE servers from your mobile device
    • Consider trying an alternative Internet connection such as switching to mobile data or connecting from your home. Note: Internet/Data usage fees may apply

Is there a Help section in the CONTOUR DIABETES app?

Yes, there is a Help section in the menu of the app. To access it, go to: Main Menu > Help

From the Help screen you can search topics using key words, or browse the help categories displayed.

If you still need help, contact Customer Services by calling the number on the back of your meter or using the form here. You can also access this link via the help section of the app.