Frequently asked questions

If you have a query about how to use your CONTOUR®NEXT ONE meter or CONTOUR®DIABETES app, please search the list of frequently asked questions below. If you have a question that is not answered here, or anywhere else on our website, please feel free to contact us.

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Check with your health care provider prior to making changes to diet, exercise or treatment regimen.

†Limitations and restrictions apply. Limit one meter per person. Void where prohibited by law.

1. Christiansen, M. et al. A New, Wireless-enabled Blood Glucose Monitoring System That Links to a Smart Mobile Device: Accuracy and User Performance Evaluation. J Diabetes Sci Technol. 2017, Vol. 11(3) 567-573.
2. Grady M et al. J Diabetes Sci Technol 2015;9:841-848 (Pg. 6, Table 2).
3. Ascensia Diabetes Care, Data on file, SMARTSON market research study of the CONTOUR®NEXT ONE meter and CONTOUR®DIABETES app, June 2017, Sweden. Participants received a free meter and test strips.

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Frequently asked questions

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.

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.

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

The blood glucose reading color in the CONTOU®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.

Yellow = above target
Green = within target
Red = below target

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

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

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.

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)

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.

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

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)

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.

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

    Or

  2. 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

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

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.

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?'.

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.

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

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.

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

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

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.

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’.

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

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.

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

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.

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

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

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

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

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.

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.

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

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

  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
  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

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

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.

  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

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

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.

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.

  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.

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

smart Alerts

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 > My Reminders

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

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

Test Reminder Plans and My Patterns

You can use the Test Reminder Plans feature to set up a series of reminders to see how
different activities in your life affect your BG readings, or before a healthcare visit. To set up Test Reminder Plans go to: Main Menu > My Reminders.

  1. Tap the ‘+’ in the top right-hand corner of the screen
  2. When you are prompted, select a Test Reminder Plan. The Test Reminder Plans screen opens so you can select a plan that fits your schedule

** Video – Creating Test Reminder Plans **

Reminders you have set continue to display at the same time each day. You can also set up a one-time reminder to test after a ‘Before Meal’ reading. Test Reminder Plans allow you to set up a fixed series of reminders over a particular period of time. They are designed to help you manage a pattern in your BG readings or to help you prepare for a visit with your healthcare professional.

The CONTOUR®DIABETES app can notify you if certain trends are detected in your BG readings. These are called ‘patterns.’ For example, the app may detect a pattern of high BG at lunchtime.
The My Patterns feature lets you:

  • View helpful notifications of trends in your BG
  • Learn about possible causes of your patterns
  • Use reminders to help improve the pattern
  • Track your progress and see how you improve the pattern over time

You can select one or more pattern types from My Patterns on the main menu. This tells the app that you want to be notified when this type of pattern is detected.

** Video – My Patterns **

** Video – Viewing blood glucose patterns **

To change your pattern notification settings go to:
Main Menu > My Patterns

  1. Tap ‘More’ in the top right-hand corner
  2. Tap ‘Pattern Selection’
  3. Select the patterns that you want to track by switching them on or off

When your BG readings improve a pattern that you are working on within a certain time
period, the pattern is considered ‘improved’. The app saves ‘Improved’ patterns in My
Patterns > Pattern History

The CONTOUR®DIABETES app needs at least 14 days of BG readings to detect certain
patterns. If you test regularly and mark your readings with meals and Meal Markers, My
Patterns is able to detect patterns more easily.

You can exit a pattern at any time and move it to your pattern history. If you get a notification about a pattern that you do not want to track, tap ‘No’ when you are prompted to set a reminder and tap ‘yes’ when the ‘Move to History’ option displays on the pattern screen.
To do this from the Main Menu, go to: Main Menu > My Patterns

  1. Tap on the pattern
  2. Tap ‘Move to History’

Time and date sync

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.

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
  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’

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

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

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

To send a formatted PDF summary report from the app, go to: Main Menu > My Care >
Appointments or Healthcare Team.

  1. Tap an upcoming appointment
  2. Tap Send a Blood Sugar Report
  3. Select recipients and press ‘Send’

Or go to: Main Menu > My Care > Reports

  1. Tap ‘Send a Blood Sugar Report’
  2. Add a new recipient or choose a healthcare team member and press ‘Send’

Yes, you can export your BG data as a CSV file. This file is unformatted and just contains raw data. To do this, go to: Main Menu > My Care > Reports

  1. Tap ‘Send a CSV file’
  2. This will open a new email on your mobile device so that you can send the file to a recipient of your choice

Target ranges

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.

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.

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.

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.

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.

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.

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

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

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.

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

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.

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.

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

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

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

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

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.

Ascensia Diabetes Care

CONTOUR®NEXT Consumer Site
CONTOUR®NEXT Professional Site
FAQs
About Us
Contact Us
Diabetes Care International Site
Press
Conditions of Use
Privacy Statement
CONTOUR®DIABETES app Privacy Policy
References

The information brought to you by Ascensia Diabetes Care US Inc. provides general information. It is not intended to be used as medical advice, diagnosis or treatment and should not replace the advice of your Healthcare Provider.

Ascensia, the Ascensia Diabetes Care logo, Contour, No Coding, the No Coding logo, Sip-In Sampling, Second-Chance, the Second-Chance logo and Microlet are trademarks and/or registered trademarks of Ascensia Diabetes Care.

Apple and the Apple logo are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc. The Bluetooth word mark and logos are registered trademarks owned by Bluetooth SIG, Inc., and any use of such marks herein is under licence. Google Play and the Google Play logo are trademarks of Google Inc.

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