Frequently Asked Questions

Find answers to your most common questions. We're here to help!

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Can I cancel my order after placing it?

No, you cannot modify or cancel an order after it has been placed. All orders placed on the CONTOUR® eStore are final sale, with no returns or refunds accepted, so we ask that you please review your shopping cart before proceeding to checkout.

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:Scroll to the ‘Settings’ symbol on your meter and press OK. This will automatically disconnect your meter from your mobile device, allowing you to adjust the settings for optimal blood glucose monitoring.

Or

Turn your 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 for precise glucose readings.

Can I change my target ranges from the CONTOUR®DIABETES app?*

Yes. Although target ranges may be confirmed on your CONTOUR® connected meter, you can still change them from the CONTOUR®DIABETES app.* You can do this at any time by going to: Main Menu > My Care > under My Therapy click on Target Ranges. Each time you connect your meter to the app, your meter is updated with the current app target ranges if they have changed.

*Always consult your healthcare professional before setting or changing any target ranges.

Can I change or cancel my subscription?

Yes, you can modify your subscription. You can change the delivery frequency, skip a shipment, or cancel your subscription from your account dashboard. If you want to modify or cancel your subscription, you must complete this action within your account before midnight of the day of the next subscription charge date. If you do not modify or cancel your subscription within this window of time, you will be charged for your next subscription at the selected delivery frequency.

Can I connect/pair more than one CONTOUR® connected meter to the CONTOUR®DIABETES app?

Yes, you can pair multiple CONTOUR® connected meters with the CONTOUR®DIABETES app, which merges your blood glucose readings from the different meters. To do this, in the app go to: Main Menu > Settings > My Meters. Tap '+' and follow the instructions on the screen to add another meter. After you have paired a meter, the ‘Settings’ screen will be displayed. Change any settings that you would like on this screen. Tap 'Continue' to save the settings. Please note that only one meter can connect to the app at any one time.

Can I export my blood glucose data from the CONTOUR®DIABETES app?

Yes, you can export your blood glucose data as a CSV file. This file is unformatted and contains raw data. To do this, go to: Main Menu > My Care > Reports. Tap 'Send a CSV file.’ This will open a new email on your mobile device so that you can send the file to a recipient of your choice.

Can I return test strips from my subscription order?

We do not accept returns from orders placed on our eCommerce website, which applies to all Subscribe & Save orders.

Can I skip a delivery?

Yes, you can skip any upcoming delivery by logging into your account, going to "Manage Subscriptions," and selecting the option to skip the next order. If you are going to skip an upcoming delivery, you must complete this action within your account before midnight of the day of the next subscription charge date to avoid being charged and shipped product.

Can I update my shipping address after placing an order?

If your order has not been processed or shipped yet, we may be able to update your shipping address. Please contact our customer service team as soon as possible with your order number and the correct address. Unfortunately, once the order is shipped, we are unable to make any changes.

Can I use multiple promotion codes in one purchase?

Unfortunately, only one discount code can be applied per order.

Can my CONTOUR®NEXT EZ meter be paired with an app?

No, the CONTOUR®NEXT EZ meter does not have Bluetooth® technology that would allow pairing with an app. If you are looking for a CONTOUR® connected meter, please explore our CONTOUR®NEXT GEN and CONTOUR®NEXT ONE-meter options that are Bluetooth® enabled.

Do I need an account to place an order on the CONTOUR® eStore?

You do not need to have an account to place an order on the CONTOUR® eStore. You can checkout as a guest. However, creating an account and signing up for our loyalty program offers additional benefits like free shipping on all future orders over $15 from the eStore.

Do my points expire?

If you do not make a purchase or earn points for a period of 12 months due to account inactivity, you will be considered a dormant user, and your points and rewards will return to zero.

Do you accept returns or exchanges?

Unfortunately, we do not accept, nor process returns or exchanges.

Do you offer express or expedited shipping options?

No, at this time we only offer standard, flat-rate shipping on all orders placed through the CONTOUR® eStore.

Do you ship internationally?

No, all orders placed on the CONTOUR® eStore are only eligible for shipment to residents with a valid shipping address in the contiguous United States.

Do you ship to P.O. boxes or APO/FPO addresses?

No, we are unable to ship to P.O. boxes nor APO/FPO addresses.

Does it cost anything to begin earning points?

Absolutely not! Sign-up is 100% free, and it will never cost you anything to earn points. Make sure to visit the account sign-up page to get started.

Does my CONTOUR®NEXT GEN meter have Bluetooth® connectivity?

Yes, every CONTOUR®NEXT GEN meter comes with Bluetooth® connectivity. When you start using your CONTOUR®NEXT GEN 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 levels, so that the app can synchronize the reading. For more details on setting up Bluetooth®, please refer to the CONTOUR®NEXT GEN User Guide under the Resources section at the bottom of this page.

How accurate are CONTOUR®NEXT Test Strips?

CONTOUR®NEXT Test Strips are designed with advanced technology to provide highly accurate results in seconds when used with a CONTOUR®NEXT meter.1-4 They meet or exceed industry standards, delivering readings that are within ±10% of lab measurements. This means you can trust the readings to manage your diabetes effectively. For more detailed information on accuracy and performance, please refer to the Insert under the Resources section at the bottom of this page.

1Reference: CONTOUR®NEXT GEN BGMS User Guide, Rev 07/22.
2Reference: Pleus, S. et al. (2022). User performance evaluation and system accuracy assessment of four blood glucose monitoring systems with color coding of measurement results. Journal of Diabetes Science and Technology, 18(3), 644–652. https://doi.org/10.1177/19322968221141926.
3Reference: Christiansen, M. P. (2017). A New, Wireless-enabled Blood Glucose Monitoring System That Links to a Smart Mobile Device: Accuracy and User Performance Evaluation. Journal of Diabetes Science and Technology, 11(3), 567-573. DOI: 10.1177/1932296817691301.
4Reference: Bernstein. et al. (2013). A new test strip technology platform for self-monitoring - Journal of Diabetes Science and Technology, 1386-1399. https://doi.org/10.1177/193229681300700531.

How can I contact customer service?

You can reach our customer service team via live chat, phone, or email for assistance with any questions or concerns. A live agent is available via the chat function on our website from 8:00 AM – 10:00 PM EST Monday-Sunday. You can also reach a live agent by phone at: 1-800-348-8100 available from 8:00 AM -12:00 AM EST Monday to Sunday. Lastly, you can send our customer service team an email at: support@contourestore.com.

How can I earn points?

You can earn points by making qualified purchases on our website. Additionally, you can earn points through engaging in select online activities, such as leaving a product review on our website or signing up for a product subscription. Access all the ways to earn points on the rewards page.

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. 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. To change the date or time, tap the ‘Matching’ button and scroll to the desired date or time. Tap 'Done' to save your selection. To enter a new blood glucose value, tap the ‘Empty Blood Glucose Reading’ button, type the number of your reading, and tap 'Done.’ The ‘Meal Marker’ screen is now available. 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. Please 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. Tap 'Save' when you are finished with meal markers. The ‘Edit’ screen displays so you can add details to your reading such as a photo, note, activity, meal, or medication. Tap 'Done' to save the manual reading.

How do I apply a promotion code at checkout?

Applying a promotion code is simple! At Checkout, simply type the code into the box that says, "Promo Code." Then, click the button that says "Apply." All promotion codes can only be used once. Check the Terms & Conditions found on the email you received for more information.

How do I change a manual blood glucose entry after I have added it?

You can change blood glucose readings that have been entered manually, but not those automatically synchronized 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 create a CONTOUR®CLOUD account with the CONTOUR®DIABETES app?

To create an account from the initial app setup, just follow the instructions on screen. When asked for a CONTOUR®CLOUD ID enter your email address. You should use a personal email address that you check often. Next you will need to answer a series of questions, which are used to create a section called ‘About Me’ (The ‘About Me’ section can be found under Settings > My Account > About Me). Verify your account by clicking the link emailed to you by CONTOUR® Diabetes Solutions. Tap 'Continue' on the app screen to proceed with finishing the account set up.

How do I create an account on the CONTOUR® eStore?

To create an account, click on the "Sign Up" or "Create Account" button located at the top of our homepage. Fill in your details, including your email address and a password, then follow the prompts to complete registration. Once your account is set up, you can start shopping right away!

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

Find the manual blood glucose reading or the listed item in ‘My Readings.’ Swipe left across the reading and tap the red 'Delete' button that appears. Note that you can change your blood glucose readings that have been entered manually, but not those automatically synchronized from your meter.

How do I download the CONTOUR®DIABETES app?

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

To download the CONTOUR®DIABETES app onto an Apple device:

  1. Open the Apple App Store on your device,
  2. Search for 'Contour Diabetes,'
  3. Select the '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. If you are still in the Apple 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 the ‘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 the app icon on your mobile device in a place that is easily accessible, such as your mobile device’s home screen.

How do I ensure my CONTOUR® connected meter time and date always synchronize with the CONTOUR®DIABETES app?

You need to turn on automatic date and time synchronizing. In the app go to: Main Menu > Settings > App Preferences. Tap the 'Meter Time' and 'Date Sync' toggle to turn it on. Whenever your meter connects with the app, the date and time on the meter will automatically synchronize with the app.

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

To go back to a previous screen in the app, tap 'Menu', 'Done', or 'X' to return.

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

The Second-Chance® Sampling feature will cause your meter to beep twice and display a flashing test strip icon. Within 60 seconds, apply 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.

How do I know if my order was placed successfully?

After you have completed the checkout process, you will receive an order confirmation email with your order number and details. If you do not receive this email within a few minutes, please check your spam or junk folder. If it is not there, feel free to contact our customer service team for assistance.

How do I manage my subscription?

Log in to your account and navigate to the "Manage Subscriptions" section. From there, you can view your current subscription, update payment methods, change delivery frequency, pause deliveries, or cancel your subscription.

How do I pause my subscription?

You can pause your subscription by visiting the "Manage Subscriptions" section of your account and selecting the option to pause your deliveries. When you are ready to resume, simply reactivate your subscription. If you are going to pause your subscription, you must complete this action within your account before midnight of the day of the next subscription charge date to avoid being charged and shipped product.

How do I place an order on the CONTOUR® eStore?

Placing an order is simple! Just follow these steps:

  1. Browse through our product assortment and select the items you would like to purchase
  2. Click "Add to Cart"
  3. Once you have added all desired items, go to your shopping cart by clicking the cart icon at the top right of the page
  4. Review your cart and click "Proceed to Checkout"
  5. Fill in your shipping and payment information, then click "Place Order"
  6. You will receive a confirmation email with your order details once your purchase is complete

How do I reactivate my subscription?

You can reactivate your subscription by visiting the "Manage Subscriptions" section of your account and selecting the option to reactivate your subscription. When you reactivate a subscription, you will be able to reset the start date and delivery options.

How do I redeem my points?

Exchanging your points for great rewards could not be easier! Simply visit the rewards page to view all our great reward options and click the 'Redeem' button to redeem your chosen reward.

How do I redeem my points at checkout?

Rewards points can be redeemed during the checkout process. Before checking out, ensure that you are signed in to your account. Once you get to the checkout screen you will see your total available rewards points in a slide bar on the top left of the page. To use your rewards points, slide the points redemption bar to select the number of points you would like to redeem on the order you are placing, then continue with the checkout process. To redeem all available rewards, slide the bar all the way to the right. You must have a minimum balance of at least eighty-five points each time you would like to make a redemption, and singe free product can only be redeemed per singular order.

How do I redeem my rewards at checkout?

To redeem your points at checkout, use the slider directly above your cart total to choose the amount you would like to apply, then click the "APPLY" button.

How do I send a summary report of my blood glucose readings to my healthcare professional?

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. To send a formatted PDF summary report from the app, go to: Main Menu > My Care > Appointments or Healthcare Team. From 'Appointments,' tap an 'Upcoming Appointment.' Tap 'Send a Report.' Select the type of report you want to send. Agree to consent if pop-up appears. Enter the 'Name' of the patient, then tap on 'View Report.' Tap on the 'Download' icon at the bottom of the screen and select the way you want to send the report (i.e., email, text, etc.). For 'Email,' enter the recipient's email address (will not auto-populate) and tap 'Send' when ready. From 'Healthcare Team,' tap 'Healthcare Team' and tap 'Send a Report.' Select the type of report you want to send. Agree to consent if pop-up appears. Enter the 'Name' of the patient, then tap on 'View Report.' Tap on the 'Download' icon at the bottom of the screen and select the way you want to send the report (i.e., email, text, etc.). For 'Email,' enter the recipient's email address (will not auto-populate) and tap 'Send' when ready.

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 results. 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. Tap '+' in the top right-hand corner of the app and follow the instructions on screen.

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 provided by Ascensia Diabetes Care. For instructions on initial setup from the meter itself, please refer to the User Guide included with your meter. To set up your meter using the app, download the CONTOUR®DIABETES app on your smartphone or mobile device, open the app, tap ‘Get started,’ and follow the instructions. This will configure both the meter and the app simultaneously.

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

There are two ways you can set up your CONTOUR®NEXT GEN meter: 1) On the meter itself, or 2) By using the CONTOUR®DIABETES app. For instructions on initial setup from the meter itself, please refer to the User Guide that you received with your meter. To set up your meter from the app, please download the CONTOUR®DIABETES app. Once downloaded, open the app, and tap ‘Get Started’ to follow the instructions. This will set up the meter and app at the same time. For a step-by-step guide with visuals, please refer to our How-To Videos. If you need further assistance, our Customer Support team is readily available to help by phone, email, or chat function on our ascensiadiabetes.com website.

How do I set up the CONTOUR®DIABETES app?

The initial setup of the CONTOUR®DIABETES app is simple:

  • Open the app by tapping on the CONTOUR®DIABETES app icon on your mobile device.
  • Select the language you would like the app to use.
  • Select your country from the list.
  • An intro tour is displayed after confirming the language and country.
  • Next, you will see the Welcome screen of the app with two options: ‘Set an Account' or ‘Login’.
  • Tap ‘Set an Account’ and follow the instructions on the screen to set up your CONTOUR®DIABETES app for accurate blood glucose monitoring and diabetes management

How do I sign up

Signing up is easy! Simply create an account by entering your name, email, and password on the account sign up page and agree to join the program. It is free to join, and you will automatically be signed up to receive emails from us. For more information, please refer to our Customer Advantage Rewards Program Terms & Conditions.

How do I unpair a meter from the CONTOUR®DIABETES app?

If you need to unpair a meter from your CONTOUR®DIABETES app, in the app go to: Main Menu > Settings > My Meters. Tap the meter you want to unpair. On the ‘Meter Settings’ screen, tap 'Unpair this Meter' and 'Confirm' when you are prompted Or Go to: Main Menu > Settings > My Meters. Swipe left on the meter you want to unpair. Tap the red 'Unpair' button and 'Confirm' when you are prompted.

How do I unsubscribe from emails?

If you no longer wish to receive marketing or promotional emails, you can unsubscribe by clicking the "Unsubscribe" link at the bottom of any email we send.

How do I update my account information on the CONTOUR® eStore?

To update your account details:

  1. Log in to your account using your email and password.
  2. Navigate to the "Account Settings" or "My Profile" section.
  3. Here, you can update your personal information, such as your email address, password, shipping address, and payment methods.

How do I update my shipping address or payment method?

You can update your shipping address or payment method by logging into your account and modifying these details. The subscription program uses the same shipping address and payment method that you have stored to process any orders on the eCommerce website. Please note when changing payment methods, if your payment method fails, we will send out a payment failure update after the third billing failure and you will not receive your regularly scheduled product.

How do I use CONTOUR®NEXT Test Strips?

Using CONTOUR®NEXT Test Strips is simple. Follow these five simple steps:

  • Wash and dry your hands well before and after handling the test strips
  • Insert a CONTOUR®NEXT Test Strip into your meter's test strip port
  • Use our MICROLET®NEXT lancing device or an alternative to get a tiny drop of blood from your fingertip
  • Gently touch the test strip to the blood drop until the meter beeps
  • Your blood glucose result will display on the screen in just a few seconds

For more detailed instructions, please refer to the Insert under the Resources section at the bottom of this page or watch our easy-to-follow How-To Videos.

How does Subscribe & Save work?

Simply select the "Subscribe & Save" option on the CONTOUR®NEXT Test Strips product page, choose your delivery frequency, and complete your purchase. Your test strips will be automatically delivered to you at the frequency you choose, and you will receive a discount on every recurring order.

How is my free shipping applied at checkout?

As a Contour Advantage Rewards program member your free shipping will be automatically applied at checkout when you place any order over $15 - just remember to make sure you are signed in! Please note free shipping applies only to domestic shipping within the US.

How long will it take to get my order?

Most customers can expect to receive their order within 2-4 business days.

I cannot change a meter setting from the CONTOUR®DIABETES 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.

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.'

I should have earned points for a purchase, but I did not see my account balance change. Did I get credit?

Yes! You work hard to earn points, and we want you to feel confident that all your points are right where they should be ... in your account! The first thing to note is that there may be a delay in our systems communication and points could take anywhere from minutes to several hours to appear in your account. However, if you feel like you have earned points, but they are not showing up in your account you can also troubleshoot it with these tricks:

  • Try to refresh your browser
  • Try to log out and then back into your account
  • Check your ‘Rewards History’ in your rewards account to see if the points were added without you realizing it. Your ‘Rewards history’ will show you the number of points earned, how and when they were earned, as well as any redemption's of points made on your account
  • If you still feel like your points balance is not accurate you can email us at support@contourestore.com and our Customer Service team will investigate the issue for you

Is my CONTOUR®DIABETES app data backed up anywhere?

If you have 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 CONTOUR®DIABETES app data shared with anyone?

No, data that can be identified as yours is not shared with any person or business unless you choose to share it with someone, for example, your doctor, nurse, or caregiver. You can view more about how we protect your data in our privacy policy.

Is my personal information secure on the CONTOUR® eStore?

Yes, we take your privacy and security very seriously. Our website uses industry-standard encryption to protect your personal and payment information. For more information, you can review our Privacy Policy.

Is the CONTOUR®DIABETES app compatible with my mobile device?

The CONTOUR®DIABETES app is designed for use with Bluetooth® Technology and is compatible with mobile devices running Apple iOS 12.0 and above, or Android Lollipop 5.0 and above.* For select Android devices we have identified a pairing issue. On these devices the Bluetooth components do not allow them to maintain a connection to the CONTOUR® connected meters, even when they are running Android 5.0 (Lollipop) and higher. For further information about which devices are affected by this issue, please contact Ascensia Customer Service. If you are experiencing a problem pairing your CONTOUR® connected meter with your mobile device, we recommend that you first verify that your device supports one of the operating systems listed above. Next, you should update the OS on your mobile device to the latest version available. If this does not fix the issue, please contact Ascensia Customer Service.

*For a list of compatible Android or iOS devices, please visit: compatibility.contourone.com.

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 Service by calling the number on the back of your meter or visit the following Contact Us webpage.

Is there a limit to how many points I can earn?

Nope! That is the best part about being a rewards member. You will always have an opportunity to earn more points by shopping with us and engaging with our brands online. However, points do expire after 12 months and can only be redeemed for a singular free product per order.

My CONTOUR® connected meter does not seem to be connecting to the CONTOUR®DIABETES app. Why?

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

  1. Your meter is switched on,
  2. You have paired your meter with the app on your mobile device,
  3. The Bluetooth® settings on your meter and mobile device are switched on, and
  4. Your meter is close to your mobile device.

What do the different reading colors mean in the CONTOUR®DIABETES app?

The blood glucose reading colors in the CONTOUR®DIABETES app match the colors of the colored target range indicators on the Connected meter to let you know how your blood glucose reading compares with your target range. This feature aids in effective diabetes management.

Amber = above target

Green = within target

Red = below target

What happens if a product is out of stock?

If a product in your subscription is out of stock, we will notify you via email. You may choose to wait for the item to become available, select an alternative product, or skip that delivery.

What happens if an item I ordered is out of stock?

In the rare event that an item you ordered is out of stock, we will notify you via email. You will have the option to wait for the item to restock, choose an alternative product or reach out to our customer service team for further assistance.

What happens if I receive multiple tracking numbers for a singular order?

On occasion, items in a singular order may ship separately. Please keep all tracking numbers related to the order for information on scheduled deliveries.

What happens when I unpair a CONTOUR® connected meter from the CONTOUR®DIABETES app?

Unpairing a CONTOUR® connected meter removes that meter from the account and prevents that 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.

What is Second-Chance® Sampling?

Second-Chance® Sampling is another useful feature of the CONTOUR®NEXT ONE meter.1 If your initial blood sample is insufficient to take a blood glucose reading, Second-Chance® sampling allows you to apply more blood to the same test strip instead of using a new one. This can help you:

  • Avoid having to prick your finger again.2
  • Waste fewer test strips (and lancets).2
1Reference: CONTOUR®NEXT ONE BGMS User Guide Rev 10/23.
2Reference: Richardson JM et al. Clinical Relevance of Reapplication of Blood Samples During Blood Glucose Testing. Poster presented at the 20th Annual Diabetes Technology Meeting (DTM).

What is Subscribe & Save?

Subscribe & Save is a convenient program that allows you to automatically receive your CONTOUR®NEXT Test Strips at a discount on a regular schedule, with no need to reorder each time.

What is the smartLIGHT™ feature and what do the colors mean?

The smartLIGHT™ feature on the CONTOUR®NEXT ONE meter gives you instant feedback on your blood glucose results.1 It immediately identifies your blood sugar levels as above, below, or within the target range to help you make informed decisions about your diabetes care. This feature can be switched off if you prefer not to use it.

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

1Reference: CONTOUR®NEXT ONE BGMS User Guide, Rev. 10/23.

What lancets are compatible with my MICROLET®NEXT Lancing Device?

Your MICROLET®NEXT Lancing Device is specifically designed to work with MICROLET® Lancets. To ensure you are purchasing the authentic product, please visit our ‘Where to Buy’ web page to see a full list of authorized retailers: www.ascensiadiabetes.com/homedelivery/.

What payment methods do you accept on the CONTOUR® eStore?

We accept all credit and debit card (Visa, MasterCard, American Express, Discover) payments.

What should I do if I forget my password?

If you forget your password, click on the "Forgot Password" link on the login page. Enter your registered email address, and we will send you a link to reset your password. Follow the instructions in the email to set a new password.

What should I do if I make a mistake with my order?

If you realize there was a mistake with your order (wrong item, incorrect size, etc.), please contact us immediately. We will do our best to make any necessary adjustments before the order is processed.

What should I do if I receive the wrong or damaged item?

We apologize for any errors with your order. Please contact our customer support team as soon as possible with your order number and details about the issue. We will resolve the situation promptly by sending a replacement item to complete your order.

What should I do if my MICROLET®NEXT Lancing Device does not puncture?

Your MICROLET®NEXT Lancing Device has five different depth settings and is made from stainless steel (28-gauge needle) and medical-grade plastic (needle housing). You can adjust the puncture depth as needed by rotating the endcap dial between the settings. The puncture depth ranges from 1.25 mm (Setting 1) to 2.75 mm (Setting 5) with 0.4 mm or less between each setting.1 The amount of pressure applied to the puncture site also affects the puncture depth.

1Reference: MICROLET®NEXT Lancing Device User Guide, Rev. 06/22.

What should I do if my order is lost or missing?

If your tracking information shows that your package was delivered but you have not received it or cannot locate it, please contact our customer service team, and we will help you file a claim with the shipping carrier.

What size battery do I need for my CONTOUR®NEXT EZ meter?

Your CONTOUR®NEXT EZ meter operates on two (2) 3-volt (DL2032 or CR2032) coin cell, lithium batteries.

What test strips are compatible with my CONTOUR®NEXT EZ meter?

Your CONTOUR®NEXT EZ meter is specifically designed to work with CONTOUR®NEXT Test Strips. Our blood glucose test strips are designed with advanced technology to provide highly accurate results in seconds when used with a CONTOUR®NEXT EZ meter.1 For best results, always use CONTOUR®NEXT Test Strips with any of our CONTOUR®NEXT meters to get optimal performance and accurate readings. To ensure you are purchasing authentic products, please visit our ‘Where to Buy’ CONTOUR®NEXT Test Strips web page to see a full list of authorized retailers: www.ascensiadiabetes.com/homedelivery/.

1Reference: Bernstein. et al. (2013). A new test strip technology platform for self-monitoring - Journal of Diabetes Science and Technology, 1386-1399. https://doi.org/10.1177/193229681300700531.

What test strips are compatible with my CONTOUR®NEXT GEN meter?

Your CONTOUR®NEXT GEN meter is specifically designed to work with CONTOUR®NEXT Test Strips. Our blood glucose test strips are designed with advanced technology to provide highly accurate results in seconds when used with a CONTOUR®NEXT GEN meter.1 For best results, always use CONTOUR®NEXT Test Strips with any of our CONTOUR®NEXT meters to get optimal performance and accurate readings.

1Reference: CONTOUR®NEXT GEN BGMS User Guide, Rev 07/22.

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

Your CONTOUR®NEXT EZ meter should always be used with CONTOUR®NEXT Test Strips. These have been specifically designed for use with the meter. You can buy CONTOUR®NEXT Test Strips over the counter direct from our eCommerce store at www.contourestore.com/. You can also purchase over the counter from your preferred retailer. To ensure you are purchasing authentic products from a 3rd party website, please visit our ‘Where to Buy’ CONTOUR®NEXT Test Strips web page to see a full list of authorized retailers: www.ascensiadiabetes.com/homedelivery/.

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

Your CONTOUR®NEXT GEN meter should always be used with CONTOUR®NEXT Test Strips. These have been specifically designed for use with the meter. You can buy CONTOUR®NEXT Test Strips over the counter direct from our eCommerce store at www.contourestore.com/. You can also purchase over the counter from your preferred retailer. To ensure you are purchasing authentic products from a 3rd party website, please visit our ‘Where to Buy’ CONTOUR®NEXT Test Strips web page to see a full list of authorized retailers: www.ascensiadiabetes.com/homedelivery/.

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 can buy CONTOUR®NEXT Test Strips over the counter direct from our eCommerce store at www.contourestore.com/. You can also purchase over the counter from your preferred retailer. To ensure you are purchasing authentic products from a 3rd party website, please visit our ‘Where to Buy’ CONTOUR®NEXT Test Strips web page to see a full list of authorized retailers: www.ascensiadiabetes.com/homedelivery/.

When should I perform control solution testing?

Control solution testing should be performed if one or more of the following scenarios occur:

  • When using your blood glucose meter for the first time.
  • Opening a new package of blood glucose test strips.
  • If you think your meter may not be working properly.
  • If you have repeated, unexpected blood sugar results.

Where can I buy CONTOUR®NEXT Test Strips?

You can buy CONTOUR®NEXT Test Strips over the counter direct from our eCommerce store at www.contourestore.com/. You can also purchase over the counter from your preferred retailer:
• Online stores such as Amazon and Walmart
• Local pharmacies such as CVS, Walgreens, and Rite Aid
• Supermarkets and big-box stores such as Kroger and Target
To ensure you are purchasing authentic products from a 3rd party website, please visit our ‘Where to Buy’ CONTOUR®NEXT Test Strips web page to see a full list of authorized retailers: www.ascensiadiabetes.com/homedelivery/.

Where can I find all my rewards account info?

The rewards page is your roadmap to all your points and benefits. You can access all your info by visiting our rewards page at https://www.contourestore.com/.

Where can I use the MICROLET®NEXT Lancing Device on my body?

The MICROLET®NEXT Lancing Device is intended for single patient use to collect capillary blood from persons aged two years and older. The alternative site testing endcap is intended to collect fingertip capillary blood from the palm in adult persons only.1

1Reference: MICROLET®NEXT Lancing Device User Guide, Rev. 06/22.

Why can't I delete a blood glucose reading in the CONTOUR®DIABETES app?

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

Why didn’t I earn points on my purchase?

Double-check you were signed into your rewards account and did not accidentally check out as a guest. You must be logged in when making purchases to earn points. If you have done this in error, contact us at support@contourestore.com to help apply your points to your account. You also will not receive points if your purchase is canceled for any reason.

Will I be able to use my points/rewards in-store or online at an authorized retailer?

No, you will not be able to earn or apply rewards points toward purchases in-store or at an authorized retailer online. Points can only be earned and redeemed for rewards by purchasing eligible products directly from the CONTOUR® eStore.

Will I be notified before my next subscription ships?

Yes, you will receive an email notification 5 days before your next subscription order date. This gives you the chance to review, modify, or cancel the order if needed.

Will I receive a tracking number for my order?

Yes, once your order has shipped, we will send you an email with your tracking number and a link to track your package.

Will I receive points for purchases I made prior to creating my rewards account?

You will only receive points for purchases made after creating your rewards account. Make sure to create an account before placing an order so you can receive points!

Will my credit card information be saved and stored on the website?

For your convenience, you can choose to save your payment details for faster checkout in the future. However, we do not store your credit card information directly. All payment details are securely stored with our payment processors, which comply with industry standards and regulations to ensure your data remains protected.

Will the price of my subscription order change?

The price of your subscription may vary depending on promotions, product price changes, or shipping costs. You will be charged the current price at the time of each shipment, and we will notify you of any price changes ahead of time.