CONTOUR^® Frequently Asked Questions

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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

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.

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.

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

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.

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.

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.

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.

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.

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

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.

The SmartLIGHT™ feature on the CONTOUR^®NEXT ONE meter gives you instant feedback on your blood glucose results.10 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

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.