Frequently Asked Questions

If you have a query about how to use one of our products, please search the list of frequently asked questions below. If you have a question that is not answered here, or anywhere else on our website, please feel free to contact us by calling Ascensia Diabetes Support on 1 890 920 111 (Monday – Friday 8am – 8pm) .

Meter Queries

Please call Ascensia Diabetes Support, Monday - Friday, 8.00am – 8.00pm on 1 890 920 111. If all the lines are busy, please leave your name and contact details together with the name of the meter you are using and we will call you at our earliest opportunity.

This could be because the batteries need replacing. Please refer to your meter user guide for instructions on how to change the batteries. If you have lost or misplaced your user guide, it is available to download from our website. Simply create an account or log into your pre-existing account, register your meter and then proceed to the order meter items section.

Unfortunately at the present time we are unable supply batteries directly to people using Ascensia's blood glucose meters due to Royal Mail's new restrictions for the transport of lithium batteries. Should you require further batteries for your current Ascensia meter, please contact your Health Care Team. Alternatively, 3v lithium batteries are available to purchase at most supermarkets (please use the code CR2032).

Alternatively please call Ascensia Diabetes Support, Monday - Friday, 8.00am – 8.00pm on 1 890 920 111. If all the lines are busy, please leave your name, address and telephone number together with the name and serial number of the meter you are using and we will call you at our earliest opportunity.

Please call Ascensia Diabetes Support, Monday - Friday 8.00am - 8.00pm. on 1 890 920 111. If all the lines are busy, please leave your name and contact details together with the name of the meter you are using and we will call you at our earliest opportunity.

Check the batteries are inserted with the positive side face up i.e. the writing is upper most. Alternatively please call Ascensia Diabetes Support, Monday - Friday, 8.00am – 8.00pm on 1 890 920 111.

If all the lines are busy, please leave your name, address and telephone number together with the name of the meter you are using and we will call you at our earliest opportunity.

There may be debris in the test strip port. Insert and remove a test strip several times very quickly which may dislodge any inadvertent contamination in the test strip port. If the meter is still not activated by the test strip, please call Ascensia Diabetes Support, Monday - Friday, 8.00am – 8.00pm on 1 890 920 111.

If all the lines are busy, please leave your name, address and telephone number together with the name and serial number of the meter you are using and we will call you at our earliest opportunity.

Check that the test strips you are using are CONTOUR® NEXT test strips. These will have the Ascensia logo on the body of the test strip. If the test strips you are using are plain white, they are CONTOUR® test strips and they will not work in the CONTOUR® XT meter.

Check that the test strips you are using are CONTOUR® NEXT test strips. These will have the Ascensia logo on the body of the test strip. If the test strips you are using are plain white, they are CONTOUR® test strips and they will not work in the CONTOUR® NEXT USB / CONTOUR® NEXT LINK meter.

Please call Ascensia Diabetes Support, Monday - Friday 8.00am – 8.00pm on 1 890 920 111 and we will investigate your query. Please have your meter and test strips to hand, together with control solution if you have it, when you call.

If all the lines are busy, please leave your name and contact details together with the name of the meter and serial number you are using. We will call at our earliest opportunity.

Please check your send options and that this is not set to “Never” send, otherwise call Diabetes Support,
Monday - Friday, 8.00am – 8.00pm on 1 890 920 111 and we will investigate your query. Please have your meter, test strips, control solution and insulin pump to hand when you call.

Please call Ascensia Diabetes Support, Monday - Friday, 8.00am – 8.00pm on 1 890 920 111. Our team of nurse advisors and customer care specialists are able to provide professional advice on all aspects of blood glucose monitoring.

Any queries relating to the use of the Carelink software, or the dongle for downloading data from your Medtronic insulin pump, please contact Medtronic on telephone number 1 890 920 111.

Create an account on the diabetes.ascensia.co.uk website and add your meter to your profile. You will then see a link to order your free wall charger.

No, we have not tested other wall chargers and cannot recommend their usage with your CONTOUR® NEXT USB and CONTOUR® NEXT LINK meter.

The wall charger supplied by us has been designed to be used only with the CONTOUR® NEXT USB and CONTOUR® NEXT LINK or CONTOUR® NEXT LINK 2.4 meter rechargeable battery, not with other products.

Data Management Software Queries

All these items can be ordered from our web site. Simply Login to your CONTOUR® account and order your items. Please note if this is the first time you have used the website you will need to create an account and register your meter serial number in order to obtain items via this route. Click here to register your meter with us.

Please call Ascensia Diabetes Support, Monday - Friday, 8.00am – 8.00pm on 1 890 920 111.

If you already have your meter, please have the name and serial number of your meter to hand when you call. If all the lines are busy, please leave your name, address and telephone number together with the name and serial number of the meter you are using and we will call you at our earliest opportunity.

Ascensia Online Account Queries

You can receive a computer generated password by clicking the 'Forgotten Password' button located in the login screen.

You can receive a computer generated password by clicking the 'Forgotten Password' button located in the login screen.

Place the cursor at the beginning of the password then copy and paste the password you have been sent into the password field in the login screen. That way you will keep the correct order of the letters and symbols.

Make sure you are using the format dd/mm/yyyy.

Prescription Queries

If you have a new meter you may need to change your test strips.

Details of what test strip is used within each of the Ascensia Diabetes Care meters can be found below. If you do not have the correct test strip for your meter, then you will need to change your prescription:

The Contour XT, Contour Next, Contour Next One, Contour NEXT USB, Contour Next Link and Contour Next Link 2.4 meters all use Contour Next test strips (GMS code: 15963) 

Lancing Devices

A. Please call Ascensia Diabetes Support, Monday-Friday 8.00am – 8.00pm on 1 890 920 111. Please have the name and serial number of your meter to hang when you call.

If all the lines are busy, please leave your name,address and telephone number together with the name and serial number of the meter you are using and we will call you at our earliest opportunity. 

The Microlet 2 and Microlet Next lancing device uses Microlet lancets
(GMS Code 85055).

Orders

All these items can be ordered from our web site. Simply Login to your CONTOUR® account and order your items. Please note if this is the first time you have used the website you will need to create an account and register your meter serial number in order to obtain items via this route. Click here to register your meter with us.

Please call Ascensia Diabetes Support, Monday - Friday, 8.00am – 8.00pm on 1 890 920 111.

If you already have your meter, please have the name and serial number of your meter to hand when you call. If all the lines are busy, please leave your name, address and telephone number together with the name and serial number of the meter you are using and we will call you at our earliest opportunity.

If you have a new meter you may need to change your test strips.

Details of what test strip is used within each of the Ascensia Diabetes Care meters can be found below. If you do not have the correct test strip for your meter, then you will need to change your prescription:

The Contour XT, Contour Next, Contour Next One, Contour NEXT USB, Contour Next Link and Contour Next Link 2.4 meters all use Contour Next test strips (GMS code: 15963)

Meter Registration

It is important that you register your CONTOUR® meter to gain access to support materials and a range of additional benefits, including free record diaries, wall chargers (applicable to CONTOUR® NEXT ONE, CONTOUR® NEXT USB and CONTOUR® NEXT LINK users), meter wallets and stickers. All meters from CONTOUR® include a full lifetime warranty. Click here to register.

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The information on this site is intended to provide you with information about Ascensia Diabetes Care’s products and is not a substitute for professional medical advice or treatment for specific medical conditions.  Any questions or concerns you have regarding diabetes or a medical condition should always be discussed with a qualified medical professional.