Frequently Asked Questions

Yes, you can use the Accu-Chek SmartGuide CGM solution while traveling. You must remember to pack a charging cable and / or power bank to ensure your mobile device always has power, especially during a long trip. You should also bring your blood glucose meter for calibration and as a backup.

For more information, please check travel content on training website.

Though BGM (Blood Glucose Monitoring) and CGM (Continuous Glucose Monitoring) provide information about your glucose levels, there are some key differences:

Measuring frequency

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.
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.

Measuring glucose levels in blood vs interstitial fluid

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).

Accu-Chek SmartGuide device

• Adults, 18 years of age and older
• People with diabetes
• Caregivers of people with diabetes

mySugr Glucose Insights

• Adults 18 years of age and older, diagnosed with diabetes.
• Under guidance of a doctor or other healthcare professional. 
• Who are physically and mentally able to independently manage diabetes therapy. 
• Who are able to proficiently use a compatible mobile device. 
• Who can read information displayed on a compatible mobile device.

Yes, the Accu-Chek SmartGuide CGM solution can be used during pregnancy.

Every 5 minutes, the sensor sends CGM values to mySugr Glucose Insights via Bluetooth® Low Energy technology. mySugr Glucose Insights displays the glucose values and related statistical information relevant to diabetes management, along with enabling glucose predictions and glucose pattern detection.

The CGM sensor measures glucose values in the subcutaneous tissue. Each sensor has a wear time of up to 14 days and requires initial calibration using a blood glucose meter.

The Accu-Chek Guide meter uses Accu-Chek Guide test strips.

Yes, as with any test strip, heat, humidity and other environmental conditions can affect strips.  Close the vial immediately after removing a test strip.

The Accu-Chek Active meter uses Accu-Chek Active test strips.

The meter detects if too little blood is applied and, after a few seconds, gives an acoustic warning with three beep sounds. You can then apply an additional drop of blood.

The Accu-Chek Active meter detects the color change in the test pad area. If the test pad is checked too early, the glucose reaction may not yet be finished. If it is done too late, the color may have already changed due to drying.

If you suspect your child has swallowed a battery, seek medical attention immediately – prompt action is critical. Don’t wait for symptoms to develop.

Battery ingestion or insertion into the body may cause chemical burns, perforation of soft tissues, and death. Batteries, as small parts, are a choking hazard. Keep them away from children under the age of 3 years.

If the battery compartment does not close securely, stop using the product and keep it away from children. Contact Accu-Chek Customer Care.

This Accu-Chek Guide meter uses two 3-volt lithium coin cell battery (type CR2032).

The meter can be turned on by pressing and releasing the power button or inserting a test strip.

The meter can be turned off by pressing and releasing the power button.

Possible causes and solutions for lack of power include:

Issue: The meter has been exposed to extreme temperatures outside the meter's operating temperature range.
Solution: Move to an area where the temperature is within the system's operating temperature range (between 43 - 113°F / 4 - 45°C). Wait at least 15 minutes for the meter to equilibrate.

Issue: The meter is connected to a computer using a USB cable. If the meter times out while connected via USB, it may not respond to button presses or strip insertion until the USB cable is disconnected.
Solution: Disconnect the cable and attempt to turn the meter on by pressing and releasing the power button.

Issue: One or both batteries are installed incorrectly.
Solution: Confirm both batteries are inserted into the meter under the black tabs with the “+” sign facing up (visible).

Issue: The batteries are dead or battery power is too low for the meter to turn on
Solution: Install two new 3 volt lithium, CR 2032 coin cell batteries. Replace both batteries at the same time and with the same brand.

Issue: Battery tabs are damaged or defective.
Solution: Please contact Accu-Chek Customer Care.

Issue: The meter is damaged or defective.
Solution: Please contact Accu-Chek Customer Care.

Possible causes and solutions for sudden power loss include:

Issue: The meter automatically turns off after 90 seconds of inactivity.
Solution: Turn the device back on when you’re ready to use it again.

Issue: After completion of a test, the meter automatically turns off 15 seconds after strip removal.
Solution: Turn the device back on when you’re ready to use it again.

Issue: The battery compartment or battery door is faulty or damaged.
Solution: Please contact Accu-Chek Customer Care.

Issue: The meter has been stored in extremely cold conditions (below 30°F / - 1°C).
Solution: Move to an area where the temperature is within the system's operating temperature range. Wait at least 15 minutes for the meter to equilibrate.

Issue: The meter is connected to a computer via the USB cable and a compatible software application is not installed on the computer.
Solution: Disconnect the cable and attempt to turn the meter on by pressing and releasing the power button.

Issue: The meter is connected to a computer via the USB cable and a compatible software application has turned off the meter.
Solution: Disconnect the cable and attempt to turn the meter on by pressing and releasing the power button.

No. Memory is retained. If the battery change is done according to the user instructions (empty battery stays in the meter until new battery is available to be inserted) the time and date settings remain stored in the meter as well.

You can set up to 4 general test Reminders per day to remind you to test. A series of beeps sound and a bell is displayed for reminders set in the meter.

About Guide Me reminders:

• Turn off by inserting a test strip or pressing any button.
• Are postponed until the next test reminder if a test was performed within 15 minutes of a test reminder.
• Do not appear/beep if the meter is on at the test reminder time (including when the meter is connected to a USB cable).
• Do not appear/beep if the meter is connected and communicating to a Continua Certified® manager.
• Do not beep if the meter beeper is set to off.
• Do not appear/beep if the batteries need to be replaced.

About pre-set reminders:

1. Reminder times are pre-set in the meter for 8:00 am, 12:00 pm, 6:00 pm, and 10:00 pm. You may change reminder times by following the instructions below.
2. If a general test Reminder is set for the same time as a Post Meal reminder, the Post Meal reminder will appear/beep instead of the general Reminder.

Changing pre-set test reminder times:

1. Turn the meter on by briefly pressing the “OK”.
2. Press down to highlight Settings. Press “OK"".
3. Press down to highlight More Options. Press “OK”.
4. Press down to highlight Reminders. Press “OK”.
5. Pre-set reminder times appear on the display. Press down to highlight the time you want to edit. Press “OK”.
6. Press down to highlight Edit time. Press “OK”.
7. Press up or down to adjust each field.
8. Press “OK” to move to the next field.
9. Press “OK” to return to the previous menu.

Go into the Settings menu, then Wireless, then Flight Mode. Press OK to disable Bluetooth communication.

1. Turn the meter on by briefly pressing “OK.” From the main menu, press the arrow key to highlight settings. Press “OK.”
2. Time/date is highlighted. Press “OK.”
3. Press the up or down arrows to adjust each field. Press “OK” to set and proceed to the next field. Set AM or PM if necessary.
4. Press “OK” to save and return to the previous menu.

When the result is shown, you can use 4 different flags by pressing the M or S button. Options are:
- Before meal
- After meal
- Control solution
- General

It is not possible to delete stored results.

Whatever type of Accu-Chek meter you have, cleaning and disinfecting are important for good maintenance.
While cleaning is simply removing dirt from the meter, disinfecting refers to removing as much of the disease-causing microorganisms and other germs as possible.

When to clean or disinfect your Accu-Chek Meter:
You should clean and disinfect your meter once a week, or any time blood gets on it. You should also clean your meter before allowing anyone else to handle it.

What to use when cleaning and disinfecting your Accu-Chek Meter:
Use mild dishwashing liquid mixed with water to clean your meter and 70% isopropyl alcohol to disinfect your meter.

The parts of your Accu-Chek meter you should keep clean:
Be sure to clean the areas around slots and openings, while being careful not to get any moisture in them.
You should also wipe down the entire meter surface, including the meter display.

Learn more about cleaning and disinfecting your meter in the user manual.

All information is saved when you change the batteries of any Accu-Chek meter, including the memory, your logbook data, test results, diary information and settings, however you should check that the time and date are correct when you’ve inserted new batteries.

Performing a control test lets you know the meter and test strips are working properly.

Reasons to perform a control test include, but are not limited to:
1. You open a new test strip box.
2. Your test result does not match how you feel.
3. The test strips were stored in extreme temperatures or high humidity.
4. The test strip container was left open.

There’s no need to manually code any of our meters, so you have fewer steps in testing.

The Accu-Chek Instant meters has a fast test time of less than four seconds.

Performing a control test lets you know the meter and test strips are working properly.

Reasons to perform a control test include, but are not limited to:
1. You open a new test strip box.
2. Your test result does not match how you feel.
3. The test strips were stored in extreme temperatures or high humidity.
4. The test strip container was left open.

The Accu-Chek Active system fulfills the ISO 15197:2013 / EN ISO 15197:2015 standards.¹

1. Check the Use By date on the test strip container and the control solution bottles. Do not use test strips or controls past the Use By date. Controls expire three months from the date of opening.
2. Remove the control bottle cap. Wipe the tip of the bottle and discard the first drop of the solution into a tissue.
3. Inert the metallic end of the test strip into the meter. The meter turns on. Place the meter on a flat surface.
4. Apply the control solution you want to test, using either Level 1 or Level 2 control solution.
5. When you see the flashing blood drop appear on the display, squeeze the bottle until a tiny drop forms at the tip of the bottle.
6. Touch the drop to the yellow edge of the test strip.
   a. Do not put the control solution on top of the test strip. The flashing hourglass appears when you have enough solution in the test strip.
7. The control result, the bottle symbol, and the flashing L1 or L2 appear on the display.
8. Press the left or right arrow buttons to alternate between L1 and L2.
9. Press and release the power button on the side once the correct L1 or L2 is displayed on the screen.
   - “OK” appears if the control result is within range.
   - “Err” appears if the control result is out of range.
10. Wipe the tip of the bottle with a tissue and cap the bottle tightly.
     

You can also confirm your control results are within range by referring to the Control level 1 and Control level 2 ranges printed on the test strip container.

If the control results are “Out of Range,” reference the Troubleshooting Checks table below.

Performing a control test lets you know the meter and test strips are working properly.

Reasons to perform a control test, but are not limited to:
1. You open a new test strip box.
2. Your test result does not match how you feel.
3. The test strips were stored in extreme temperatures or high humidity.
4. The test strip container was left open.

The Accu-Chek Instant system fulfills the ISO 15197:2013 / EN ISO 15197:2015 standards.¹

The Accu-Chek Active blood glucose meter has a built-in USB (Universal Serial Bus) port for transferring test results to a computer that is equipped appropriately. Roche offers diabetes management software to healthcare professionals. They can use this to better understand your blood glucose control using graphs and tables to visualize the data.

The required USB cable is a standard Micro-USB cable available from most electrical retailers.  The meter kit does not include a standard Micro-USB cable.  For more information, please contact customer support. 

Pairing your Accu-Chek meter to the mySugr app allows you to automatically log your blood sugar readings into the app, saving you tons of time.

Follow the steps below to pair your Accu-Chek Guide Me meter to the mySugr app:

1. If you are using an Apple device, make sure Bluetooth® is turned on.
   Bluetooth should turn on automatically for Android users at the beginning of the pairing process.
2. Ensure Location Services are turned on for the mySugr app during the pairing process. (You can turn it back off once you're done. Settings > Apps > mySugr > Location Services.)
3. Open the mySugr app and go to the “Connections” tab in the bar menu located at the bottom of the screen.
4. Select your meter — Accu-Chek Guide Me or Accu-Chek Instant — and follow the steps on the screen to activate it.
5. You'll then receive a message that pairing was successful, meaning your meter is now connected to your mobile device.
6. You can return to the mySugr home screen by tapping on ""My trend"" in the tab menu located at the bottom of the screen.

Using your Accu-Chek Softclix lancing device:

1. First, you will need an Accu-Chek Softclix lancet and device.
2. Remove the cap from the lancing device.
3. Insert the lancet into the lancet holder at the bottom of the device – push it all the way in until it clicks in place.
4. Twist and remove the protective cap from the lancet to expose the needle.
5. Place the cap back onto the lancing device, ensuring that the notch of the cap aligns with the mark on the device.
6. Set the penetration depth to match your skin type, by turning the dial on the cap.
7. To use the lancing device, prime it by pressing the plunger all the way down. The release button on the side of the device should turn yellow, indicating that it is ready to use.
8. Place the device up against your finger firmly, and press the release button to release the lancet.
9. Be sure to replace the lancet every time you use your device, as they are not reusable and become unsterile after one use.
10. To remove the used lancet, take off the cap from the lancing device and slide down the  ejector over a sharps disposal bin. Then replace the cap.

The most comfortable setting of your Accu-Chek Softclix lancing device will depend on a few things:

• Your skin – softer, thinner skin requires a shallower setting than thicker skin.
• The required blood sample – the more blood you require, the higher the setting you'll need.
• The optimal penetration depth is a combination of both. Start with a low setting when using the device for the first time. Adjust to a higher setting until the blood volume is correct.

It is important to dispose of used lancets so they do not cause injury. Whilst used Accu-Chek Softclix lancets can safely be disposed of in household waste, some local councils provide a sharps disposal service by supplying individuals with sharps bins and collecting them when they are full. Check with the local council which disposal services are available.

It’s important to keep the lancing device clean and disinfected, as it may come into contact with blood during normal testing.

Cleaning and disinfecting tips to ensure proper care without damaging your device:

1. Remove the lancet before cleaning and disinfecting.
2. Clean and disinfect the lancing device once a week, or when it has visible signs of dirt or other material.
3. Clean and disinfect the lancing device before allowing anyone else to handle it, for instance if you have someone assisting you. Do not allow anyone else to use your lancing device to obtain their blood sample.
4. Use mild dishwashing liquid mixed with water to clean your device and 70% isopropyl alcohol to disinfect it.
5. Let it air dry.
6. You might notice a slight discoloration of the lancing device after multiple cleanings. This does not affect its functionality.

How to clean and disinfect the entire lancing device surface and cap:

1. Wash your hands thoroughly with soap and water.
2. Wipe the entire lancing device surface. Make sure that no liquid enters any opening, as it could damage the device.
3. Remove and wipe the inside of the cap.
4. Dry the lancing device and cap with a soft cloth or gauze. Make sure that no solution is seen in any opening.
5. Repeat these steps with 70% isopropyl alcohol to fully disinfect the lancing device.
6. Wash your hands thoroughly with soap and water.

The Accu-Chek Instant meter implements BLE Pass Key Pairing security.

Yes. Blood glucose results and diabetes data transferred from the meter to the app are stored in the mySugr app. You can view this data when the meter is off and not actively connected via Bluetooth.

Yes, at least 720 results will remain in the meter’s memory at all times, despite the transfer of data to an app or online portal.

The Accu-Chek Instant meter and mobile device must be within 3 meters for the automatic data transfer to occur. If the distance between the devices exceeds 3 meters during blood glucose test(s), any new meter data will synchronise with the app when the devices are within range and Bluetooth is turned on.

The meters can transfer results using Bluetooth Low Energy to compatible smartphone apps like mySugr. Additionally, the micro-USB can be used with compatible diabetes management solutions such as Accu-Chek Smart Pix or Accu-Chek Care.

The overall MARD (Mean Absolute Relative Difference) of the Accu-Chek SmartGuide sensor is 9.2%. 

For more information see the chapter Technical Data in the Accu-Chek SmartGuide device User's Manual.

The sensor requires calibration to provide you with the most accurate readings possible:

• An uncalibrated sensor will be in Trend Mode. You can see CGM values but should not use them for therapy decisions.
• A calibrated sensor will be in Therapy Mode. You can use the confirmed values to make decisions (such as insulin dosing).

The sensor mode appears under the CGM value on the Home screen.

The calibration routine consists of two steps:

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.

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.

Step 2: 30 minutes to 3 hours later, when prompted, 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.

The calibration routine is completed for the sensor.

To calibrate your sensor:
1. Test your blood glucose with your blood glucose meter, according to the manufacturer's instructions.
2. Tap Calibrate Now on your Home screen.
3. Enter the glucose value from your blood glucose meter on the Calibrate CGM sensor screen. The glucose value should be entered no later than 3 minutes after performing the test.
4. Confirm that you understand that you can’t edit or delete calibration values once they are confirmed and tap I understand.
5. Check that you entered the same glucose value into the app that was displayed on your blood glucose meter and tap Confirm. If you accidentally entered an incorrect value, tap Keep editing and enter the correct value.

The glucose measurements of the sensor are more accurate if you calibrate at a point in time when your blood sugar 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.

Yes, the Accu-Chek SmartGuide sensor has an initial calibration routine, consisting of 2 steps.

Don’t ignore symptoms of low or high glucose, and don’t change your therapy without talking to your healthcare professional. If your CGM value doesn’t match how you feel:

• Test your blood sugar by performing a finger prick test with a blood glucose meter.
• Perform a second finger prick test with your blood glucose meter to rule out an incorrect test result.
• If test results from your blood glucose meter repeatedly don’t match how you feel, consult your healthcare professional.

The Accu-Chek SmartGuide app is intended for display and read-out of real-time glucose values from a connected Accu-Chek SmartGuide sensor.

• Shows actual and historical glucose values (time course) as well as trend arrows
• Receives, stores & processes CGM data wirelessly
• Customisable settings & alarms
• Smart in-app notifications
• Diary to log events (e.g., carbs, insulin)
• Initial calibration routine & sensor replacement reminder
• Retrospective CGM data analysis (AGP)
• Works with iOS & Android

If you do not have mobile data 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.

These app features are not available without cellular or Wi-Fi access:
• data sharing with your Accu-Chek account or healthcare provider (if sharing is set up)
• your recent data displayed in the Accu-Chek SmartGuide Predict app
• predictive features in the Accu-Chek SmartGuide Predict app

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.

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).

Yes, the Accu-Chek SmartGuide app is available for Android and iOS. The Accu-Chek SmartGuide app supports these operating systems:

•  Android 11 or higher
•  iOS 15.3 or higher

Also refer to the 'Downloads and Guides' section.

The Accu-Chek SmartGuide Predict app collects and uses information from the Accu-Chek SmartGuide sensor and CGM app (required) and offers predictive tools.

The main features are:

• Glucose Predict: general prediction within the next two hours
• Low Glucose Predict: hypoglycemia prediction within the next 30 minutes
• Night Low Predict: predicts the chance of having a low glucose during the night (defined as a 7-hour time period)
• Glucose Patterns: automatic glucose pattern detection (a retrospective, not predictive, feature)

If your smartphone is in power-saving mode, the Accu-Chek SmartGuide apps may no longer be able to communicate with the sensor. A blood glucose meter for calibration and as backup is needed.

You can use two apps with the Accu-Chek SmartGuide sensor:

• the Accu-Chek SmartGuide app
• the Accu-Chek SmartGuide Predict app (uses the CGM data from the Accu-Chek SmartGuide app)

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 'How to use the Glucose Patterns Feature works'.

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 3.3 mmol/L) during the night.

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 'How to use the Night Low Glucose Predict feature'.

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 under Manage Account in the mySugr app.

If your diabetes care team does not use the Accu-Chek Care platform, you can send them a report via email. With mySugr Glucose Insights you can export your glucose profile (Ambulatory Glucose Profile) and glucose patterns in multiple formats: PDF, CSV, Excel.

mySugr Glucose Insights exchanges the following data with the Accu-Chek Care platform:
• CGM data
• mySugr Logbook data
• Error messages
• Maintenance messages
• Warnings
• User settings (for example, target ranges)

mySugr Glucose Insights restores the last 6 months of data from your account when you sign in.

Don’t use restored data to make therapy decisions, such as insulin dosing. Only use current data from a connected sensor to make therapy decisions, such as insulin dosing.

At the time of launch, you can only use mySugr Glucose Insights with the Accu-Chek SmartGuide CGM sensor and the Accu-Chek Care platform.

mySugr app stores unlimited data on backend indefinitely. CGM values do not show up on Logbook as single entries, it is not possible to delete CGM data only. Manually entered or imported blood glucose data can be deleted from Logbook. At the moment calibrated values do not show up on Logbook, and therefore cannot be deleted. Insulin entries that come from connected hardware or services also cannot be removed.

If you would like to delete your data, go to More > Manage Account > Manage information > Delete Account.

Please note that individual data cannot be deleted on its own; removing data requires deleting your Accu-Chek Account.

You only need the mySugr app to use with the Accu-Chek SmartGuide sensor.

mySugr Glucose Insights is an extension of the mySugr Logbook (mySugr app) that becomes active when you connect an Accu-Chek SmartGuide sensor.

If your mobile device is in power-saving mode, the mySugr app may no longer be able to communicate with the sensor. A blood glucose meter is required for calibration and serves as a necessary backup.

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.

You can view the following information at a glance on the Home screen:

• Current alarms
• Current CGM value and trend
• Glucose prediction for the next 2 hours
• Low glucose soon notification
• Night Low Predict
• Detected patterns
• Time in range
• Glucose management indicator (GMI)

Yes, as an extension to the mySugr Logbook (mySugr app), mySugr Glucose Insights is available on both Android and iOS operating systems.

The mySugr app can be used on any iOS device with iOS 18.2 or higher. It is also available on most Android smartphones with Android 11 or higher. 

If your phone runs the following versions of iOS, you will need to update the operating system before installing the mySugr app: 15, 16, 17, 18, and 18.1. Click here to learn more about how to update iOS on your device.

Lower OS versions of a mobile device are not compatible with mySugr Glucose Insights.

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.

The mySugr app can be downloaded for free from the Google Play Store or Apple App Store (depending on your mobile device’s operating system).