FAQs

Please contact Ascensia Diabetes Support on 1 800 920111, email us at diabetessupport@ascensia.com or use the webchat on this website.

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, you can download them from our website. These can be found under the ""Product"" section, then select your meter from the meter list. If your meter is not listed then please contact Ascensia Diabetes Care Support

The batteries have the code CR2032, and are available to purchase at most supermarkets.

If you need to contact us, please contact us on 1 800 920111, email us at diabetessupport@ascensia.com or use the webchat on this website.

Please call Ascensia Diabetes Support on 1 800 920111 (freephone).

Check the batteries are inserted with the positive side face up i.e. the writing is upper most. Alternatively please call Ascensia Diabetes Support on 1 800 920111 (freephone).

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 on 1 800 920111 (freephone).

Please call Ascensia Diabetes Support on 1 800 920111 (freephone) 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.

Please call Ascensia Diabetes Support on 1 800 920111; nurse advisors and customer care specialists are available.

Accuracy is important as you rely on your meter to help you get a complete picture of your blood glucose control. For example, it tells you if your glucose is too high, too low or just right. It also helps you to make decisions about food, activity and medication so it’s really important to have a meter which is accurate. Click here to learn more about Accuracy and learn how the current range of meters in the Contour portfolio perform.

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^®NEXT and CONTOUR^®NEXT ONE use the CONTOUR^®NEXT test strips (GMS code: 15963).

Please call Ascensia Diabetes Support on 1 800 920111 (freephone). Please have the name and serial number of your meter to hand when you call. This can be found on the box, or on the back of the meter if you don’t have this anymore.

Alternatively, email us at diabetessupport@ascensia.com or use the webchat on this website.