Please keep the sensor on if possible and contact our customer service for troubleshoot promptly if you have an issue.
To better assist you, please send us the following information that applicable:
1. A screenshot of the app platform displaying the error message
2. For issues regarding accuracy - 2 sets of data compairson photos (Please email us for "how to compare" in details).
3. LT/AA (for cgm) number or connection code of the sensor (This is extremely important for replacement as we repalce1 sensor for each code provided)
4. A photo of the application site to see if properly applied (where the sensor is worn on your arm)
5. A photo of the sensor to check the soft needle/probe/electrode status if already removed
6. A photo that showing the small hole on the sensor to see if improperly assembled
7. Your order ID
If you contact us after 14 days, we may not be able to fulfill your request as the sensor would have already been used for its intended service time. We appreciate your understanding.
