Training & Support
General FAQ
Browse our frequently asked questions to quickly get support for your Accu-Chek account or products.
FAQ Categories
General questions
<p>Don’t worry—your information will be saved when you change the batteries.</p>
<p>The Accu-Chek Guide system uses two readily available CR2032 lithium coin batteries.</p>
<p>Ask your doctor/pharmacist/diabetes specialist for the Accu-Chek Guide meter.</p>
<p>The Accu-Chek Guide system uses a new testing platform and benefits from the strict Roche manufacturing requirements to provide reliable, accurate test results. In fact, the Accu-Chek Guide system delivers accuracy beyond the minimum requirement of industry standards. <sup>1</sup></p><p><sub><sup>1</sup>According to the ISO 15197:2013 standard, 95% of all bG results must be ±15 mg/dL of the laboratory reference when bG levels are below 100 mg/dL. At bG levels above 100 mg/dL, 95% of all bG results must be within ±15% of the laboratory reference.</sub></p>
<p>The Accu-Chek Guide system uses Accu-Chek Guide test strips, which offer an easy-edge dosing area and accurate results with just a small drop of blood. In addition, they come in a spill-resistant SmartPack vial that makes it easy to remove just one strip at a time. The Accu-Chek Guide meter is not compatible with other Accu-Chek test strips.</p>
Meter care and battery
<p>To replace the batteries:</p><ul><li>Open the battery door on the back of the meter by pushing the tab toward the door, and pull the door up and open.</li><li>Push the “hand” button to release the old batteries, then simply slide them out.</li><li>With both of the plus signs facing up, slide the new batteries under the black tabs and the hand button.</li><li>Replace the battery door and snap it closed.</li></ul>
<p>Your battery should last for approximately 2,000 tests.</p>
<p>Make sure you have a new 3-volt, lithium battery, number CR2032, to insert. Open the battery door on the back of the meter, remove the old battery for at least 20 seconds, and press any button on the meter. Insert the new battery with the “+” sign facing out. Snap the battery door back into place. Press the on/off button, and the meter will beep. Setup and hour are flashing on the display. If the date and time are correct, press and hold the on/off button for about 4 seconds. Release the button, and you’re done.</p>
<p>The meter uses 1 3-volt lithium coin cell battery (type CR 2032) found in many stores.</p>
<p>The meter includes an additional internal battery that retains the time and date for up to 72 hours. So when the battery is changed, no memory is lost.</p>
Testing blood sugar (glucose)
<p>There are a few ways you can improve blood flow and make blood sugar testing easier: Warm your fingers by washing with warm, soapy water, then rinse and dry completely. Let your arm hang down at your side to increase blood flow to the fingertips. Grasp finger just below the joint closest to the fingertip and massage gently toward tip of finger, then squeeze for 3 seconds. Use an Accu-Chek lancing device set to the right penetration depth for your skin type. Refer to your User's Guide for additional information.</p>
<p>It's a small sample—just 0.6 microliter.</p>
<p>The system automatically detects when enough blood has been applied to the strip and begins the test, even if some yellow is still visible. The only time you need to apply more blood is when the blood drop symbol continues to flash in the display.</p>
<p>An E4 displays on the meter, indicating not enough blood was drawn into the test strip for measurement or blood was applied after the test had started. You should discard the test strip and repeat the blood sugar test.</p>
<p>Yes. In addition to the fingertip, you can collect blood samples from the palm, forearm or upper arm. Talk with your healthcare professional before deciding if alternate site testing is right for you.</p>
Test Strips and control tests
<p>No. Accu-Chek Performa blood glucose meters are designed exclusively for use with Accu-Chek Performa test strips.</p>
<p>No, check the use by date on the test strip container. Do not use test strips past the use by date.</p>
<p>Performing a control test lets the user know the meter and test strips are working properly. Perform a control test when:</p><ul><li>You open a new test strip box</li><li>You left the test strip container open</li><li>You think the test strips are damaged</li><li>You want to check the meter and test strips</li><li>The test strips were stored in extreme temperatures, humidity, or both</li><li>You dropped the meter</li><li>Your test result does not match how you feel</li><li>You want to check if you are performing the test correctly</li></ul>
<p>The Accu-Chek Performa blood glucose meter automatically recognizes Accu-Chek Performa Control Solutions, so running a control test is easier than ever. First, wipe the tip of the control bottle. Then put the meter on a flat surface, insert the strip, and squeeze a drop of the control solution onto the front edge of the test strip. A result appears with a flashing “L”. Press one of the arrow keys once to indicate a Level 1 control test or twice to indicate Level 2. Press the ON/OFF button to set the level in the meter. The control result and “OK” alternate in the display if the result is in range.</p>
<p>In the same way that fresh blood should always be used for testing, fresh control solution should be used to prevent a contaminated control drop. Control solution should always be wiped from the tip of the bottle so that only what is in the bottle itself is used for the test.</p>
Special Features
<p>Yes. If the post-meal reminder marker is selected, the meter will beep 2 hours after the pre-meal test to remind you to perform a post-meal test. You can change the pre-meal test reminder to 1 hour after the pre-meal test.</p>
<p>You can set up to 4 test reminders per day. At the set reminder time, the meter will beep every 2 minutes, up to 3 times per reminder. The meter will not beep if the meter is on at the reminder time, or if a test has been run within 30 minutes of the reminder time.</p>
<p>Yes. Simply go into setup mode and turn the beeper off.</p>
<p>The meter is compatible with all Accu-Chek data management tools, including the Accu-Chek 360<sup>o</sup>diabetes management system.</p>
<p>With the new Accu-Chek Performa blood glucose meters, it is not necessary to delete stored results. Once 500 blood sugar (glucose) results are in the memory, adding a new result causes the oldest one to be deleted.</p>
Accuracy
<p>It is a long established fact that a reader will be distracted by the readable content of a page when looking at its layout. The point of using Lorem Ipsum is that it has a more-or-less normal distribution of letters.</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><br>Measuring frequency <br><br>The frequency of obtaining glucose values is different between using a BGM and CGM. Using a BGM, you might test your blood glucose levels several times a day, typically before meals and bedtime, depending on your type of diabetes and medication. <br>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. <br><br>Measuring glucose levels in blood vs interstitial fluid <br><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>Accu-Chek SmartGuide device</p><p>- Adults, 18 years of age and older</p><p>- People with diabetes</p><p>- Caregivers of people with diabetes</p><p>Accu-Chek SmartGuide app</p><p>-Adults, 18 years of age and older</p><p>-People with diabetes</p><p>-Caregivers of people with diabetes</p><p>Accu-Chek SmartGuide Predict app</p><p>-Adults, 18 years of age and older</p><p>-Patients diagnosed with type 1 or type 2 diabetes</p><p>-Using flexible insulin regimes, e.g., multiple daily injections or CSII therapy</p>
<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>Accu-Chek SmartGuide app<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 customize your settings and glucose alarms.</p><p>Accu-Chek SmartGuide Predict app<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 a good 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 overall MARD (Mean Absolute Relative Deviation) of the Accu-Chek SmartGuide sensor is 9.2 %. <br>For more information see the chapter ""Technical Data"" in the User's Manual.</p>
<p>There are 2 modes of CGM values: Trend Mode and Therapy Mode.</p><p>The mode the sensor is currently in is indicated directly below the CGM value on the Home screen.</p><p>When the sensor is in Trend Mode the following applies:</p><p>CGM values should not be used to make therapy decisions, such as insulin dosing.<br>CGM values can be used only to see trends and as a general reference.<br>To make therapy decisions, such as insulin dosing, test your blood glucose with your blood glucose meter.<br>When the sensor in is Therapy Mode the following applies:<br>• CGM values can be used to make therapy decisions, such as insulin dosing.</p>
<p>The sensor requires calibration to provide you with the most accurate readings possible:<br>An uncalibrated sensor will be in Trend Mode. You can see CGM values but should not use them for therapy decisions.<br>A calibrated sensor will be in Therapy Mode. You can use the confirmed values to make decisions (such as insulin dosing).<br>The sensor mode appears under the CGM value on the Home screen.</p>
<p>The calibration routine consists of two steps:</p><p>After a warm-up time of 1 hour, the sensor is in Trend Mode, and sends CGM values to the app every 5 minutes. Don't use these initial CGM values to make therapy decisions, such as insulin dosing. 12 hours after insertion of the sensor, the app prompts you to calibrate.</p><p>Step 1: Perform a blood glucose test and enter the glucose value into the app. The sensor goes into Therapy Mode. CGM values can now be used to make therapy decisions, such as insulin dosing.</p><p>Step 2: 30 minutes to 3 hours later, perform another blood glucose test and enter the glucose value into the app. This is to confirm the first measurement. Note: If step 2 is missed, the sensor returns to Trend Mode.</p><p>The calibration routine is completed for the sensor.</p><p>To calibrate your sensor:<br>1. Test your blood glucose with your blood glucose meter, according to the manufacturer's instructions.<br>2. Tap Calibrate Now on your Home screen.<br>3. Enter the glucose value from your blood glucose meter in the Calibrate screen. The glucose value should be entered no later than 3 minutes after performing the test.<br>4. Tap Save.<br>5. Check that you entered the same glucose value into the app that was displayed on your blood glucose meter and tap Confirm. The glucose measurements of the sensor are more accurate if you calibrate at a point in time when your blood glucose level is relatively stable. Do not calibrate shortly after a meal, after insulin administration, or after physical activity, and avoid environments with very hot or very cold temperatures, or rapidly changing temperatures. If you accidentally entered an incorrect value, tap Cancel and enter the correct value. Your sensor is calibrated.</p>
<p>Yes, the Accu-Chek SmartGuide sensor has an initial calibration routine, consisting of 2 steps.</p>
Accu-Chek SmartGuide app
<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><p>Shows actual and historical glucose values (time course) as well as trend arrows<br>Receives, stores & processes CGM data wirelessly<br>Customisable settings & alarms<br>Smart in-app notifications<br>Diary to log events (e.g., carbs, insulin)<br>Initial calibration routine & sensor replacement reminder<br>Retrospective CGM data analysis (AGP)<br>Works with iOS & Android</p>
<p>If you do not have cellular or Wi-Fi access, the Accu-Chek SmartGuide app continues to receive data from your paired CGM sensor, displays your data, and sends notifications that you have set up.</p><p>These app features are not available-without cellular or Wi-Fi access:</p><p>- data sharing with your Accu-Chek account or healthcare provider (if sharing is set up)</p><p>- your recent data displayed in the Accu-Chek SmartGuide Predict app</p>
<p>The Accu-Chek SmartGuide app receives new glucose values from the paired sensor every 5 minutes and is always updating to show the latest data. You should look at the CGM app at least as often as you would measure your blood glucose with a BGM. Also check your CGM value if you are not feeling well. Discuss with your HCP about when and how often you should check your glucose levels via your CGM app.</p>
<p>The Accu-Chek SmartGuide app can be downloaded for free from the Google Play Store or Apple Store (depending on your smartphone’s operating system).</p><p>Click https://tools.accu-chek.com/documents/appredirect.html to download the app.</p>
<p>Yes, the Accu-Chek SmartGuide app is available for Android and iOS. The Accu-Chek SmartGuide app supports these operating systems:</p><p>- Android 11 or higher</p><p>- iOS 15.3 or higher</p><p>Also refer to link to compatibility list on IFU website as soon as available.</p>
Accu-Chek SmartPredict app
<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><p>Glucose Predict: general prediction within the next two hours<br>Low Glucose Soon notification: hypoglycaemia prediction within the next 30 minutes<br>Night low predict: predicts the chance of having a low glucose during the night (defined as a 7-hour time period)<br>Glucose Patterns: automatic glucose pattern detection (a retrospective, not predictive, feature)</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. Also a blood glucose meter for calibration and as backup is needed.</p>
<p>You can use two apps with the Accu-Chek SmartGuide sensor:</p><p>- the Accu-Chek SmartGuide app</p><p>- the Accu-Chek SmartGuide Predict app (uses the CGM data from the Accu-Chek SmartGuide app)</p>
<p>There can be various reasons for identified glucose patterns. When the app determines the root causes of certain glucose patterns, it offers a few suggestions. However, you should always discuss your specific diabetes profile and the associated therapy with your diabetes care team before you make any comprehensive adjustments. Also refer to link to training website pattern detection.</p>
<p>If you get a Night Low Forecast, which predicts a potential nocturnal hypo, then there is a high chance (>30%) of having low glucose (below 70 mg/dL) during the night.</p><p>To minimize the risk of a nighttime hypo, either eat a snack containing complex carbohydrates (like a cereal bar) or prepare so you can react quickly during the night. All treatment decisions should be discussed with your diabetes care team. Also refer to link auf prediction training content.</p>
Data management
<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.<br>The Accu-Chek SmartGuide app sends the CGM data to the Accu-Chek Care platform backend/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 EMR or HIS systems.</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 Care 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>
<p>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 “Managed Account”.<br>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.</p>
Diabetes manager
<p>The Accu-Chek<sup>®</sup> Solo diabetes manager features include:</p><ul><li>Direct access to key features via the status screen</li><li>Integrated Accu-Chek glucose monitor</li><li>Clinically proven bolus advice</li><li>Option to enter glucose values manually</li><li>Colored touch screen with PIN/keylock</li><li>Set up and supply change tutorials</li><li>Pen-therapy-mode: to switch to pen temporarily, without losing important data</li></ul>
<p>We recommend always having the diabetes manager with you since all alerts and alarms are displayed there. However, you can bolus without the diabetes manager which offers additional safety and convenience in case the diabetes manager is forgotten or not at hand.</p>
<p>Your tubeless patch pump will continue to deliver your current basal insulin as programmed, even if you do not have your diabetes manager with you. Plus, you can use the buttons on the tubeless patch pump to deliver a bolus. However, you will not be able to make changes to your basal delivery or respond to alarms or alerts when your diabetes manager not available.</p>
<p>The diabetes manager does not require additional batteries. It uses a rechargeable lithium-ion battery that can be charged via an USB cable.</p>
<p>The Accu-Chek<sup>®</sup> Solo system uses Bluetooth<sup>®</sup> Low Energy (BLE) wireless technology and is secured so that only the patient’s personal remote can communicate with their tubeless patch pump.</p>
System-related questions
<p>The Accu-Chek<sup>®</sup> Solo tubeless patch pump is attached to your body with the pump holder (an adhesive pad) that allows insulin delivery through a soft tube (cannula) - and lets you attach and detach the tubeless patch pump when ever you like.</p>
<p>The Accu-Chek<sup>®</sup> Solo tubeless patch pump gives you the flexibility to choose where to place the system, from four possible body zones. Some recommended sites are the abdomen, hips, lower back, buttocks, upper thigh and upper arm. We recommend consulting your health care professional on the sites which are most suitable for you, since insulin absorption rates at different sites may vary.</p>
<p>The Accu-Chek<sup>®</sup> Solo dimensions are:<br>63 x 39 x 14 mm (L × W × H)<br>The Accu-Chek<sup>®</sup> Solo diabetes manager is: 124 x 64 x 17 mm (L x W x H)</p>
<p>The Accu-Chek<sup>®</sup> Solo tubeless patch pump weight is < 29 g (filled with insulin).</p>
<p>The Accu-Chek<sup>®</sup> Solo tubeless patch pump system can be detatched and reattached on the body, without wasting the insulin and pump itself.</p>
Availability
<p>CH, AT, UK, PL. Further launches are planned during 2020</p>
<p>Yes, Accu-Chek<sup>®</sup> Solo is reimbursed in many countries. Please contact your local Accu-Chek customer service.</p>
<p>Your HCP or diabetes nurse is the first point of contact to get an Accu-Chek<sup>®</sup> Solo tubeless patch pump system.</p>
<p>Please contact your HCP or diabetes nurse first for detailed information.</p>
<p>Accu-Chek Academy is for product training of advanced Accu-Chek customer solutions. It provides product training for all relevant audiences, namely people with diabetes using the Accu-Chek<sup>®</sup> Solo and also their healthcare professionals.<br><br>It offers training handbooks, slide decks and e-learnings in one single, modern, easily accessible and user-friendly web application and will host training for various products over time.</p>
mySugr Glucose Insights
<p>You only need the mySugr app to use with the Accu-Chek SmartGuide sensor.<br><br>mySugr Glucose Insights is an extension of the mySugr Logbook (mySugr app) that becomes active when you connect an Accu-Chek SmartGuide sensor.</p>
<p>If your mobile device is in power-saving mode, the mySugr app may no longer be able to communicate with the sensor. Also a blood glucose meter for calibration and as backup is needed.</p>
<p>mySugr Glucose Insights is intended to be used for the continuous display and read-out of real-time glucose values from a connected Continuous Glucose Monitoring (CGM) sensor, and to help users visualize and analyze diabetes data. It is a device software function of the mySugr Logbook (mySugr app), and acts as an aid in the daily diabetes management.<br><br>You can view the following information at a glance on the Home screen:<br><br>● Current alarms<br>● Current CGM value and trend<br>● Glucose prediction for the next 2 hours<br>●Low glucose soon notification<br>● Night Low Predict<br>● Detected patterns<br>● Time in range<br>● Glucose management indicator (GMI)</p>
<p>Yes, as an extention to the mySugr Logbook (mySugr app) mySugr Glucose Insights is available on both Android and iOS operating systems.<br><br>mySugr app can be used on any iOS device with iOS 17.2 or higher. It is also available on most Android smartphones with Android 11 or higher.<br>Lower OS versions of a mobile device are not compatible with mySugr Glucose Insights.<br><br>If you use an iPhone, you can use mySugr Glucose Insights in combination with an Apple Watch. The watchOS version must be watchOS 9 or higher. Other smartwatches are not compatible with mySugr Glucose Insights.</p>
<p>The mySugr app can be downloaded for free from the <a href="https://play.google.com/store/apps/details?id=com.mysugr.android.companion&pli=1">Google Play</a> Store or <a href="https://apps.apple.com/us/app/mysugr-diabetes-tracker-log/id516509211?mt=8">Apple Store</a> (depending on your mobile device’s operating system). </p>
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