If you have a query about how to use your CONTOUR®NEXT ONE meter or CONTOUR®DIABETES app, 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.
Phone: 1800 289 312 (8.00 am-5.00 pm AEST, Monday-Friday)
There are two ways you can set up your CONTOUR®NEXT ONE meter: on the meter itself, or by using the CONTOUR®DIABETES app.
For instructions on initial setup from the meter itself, please see the User Guide that you received with your meter.
To set up your meter from the app, download the CONTOUR®DIABETES app, open the app, tap ‘Get started’ and follow the instructions. This will set up the meter and app at the same time.
If you’re starting from scratch with your CONTOUR®NEXT ONE meter and CONTOUR®DIABETES app, we recommend that you set up the app first. The meter is quickly and easily set up during the app setup when first getting started.
To pair a meter to the CONTOUR®DIABETES app:
The blood glucose reading colours in the CONTOUR®DIABETES app match the colours of the smartLIGHT feature on the CONTOUR®NEXT ONE meter to let you know how your blood glucose reading compares with your target range.
Green = within target
Amber = above target
Red = below target
When you open the CONTOUR®DIABETES app for the first time, you will be prompted to create a CONTOUR™CLOUD account. Creating an account ensures that your personal data is backed up securely, and allows you to access it from any of your compatible mobile devices.
To create an account from the initial app setup, just follow the instructions on screen.
If you have been using the CONTOUR®DIABETES app in Guest mode and want to create an account:
Your meter and app must be in close range of each other to stay connected. Try moving your meter and mobile device closer together.
Find your answer in one of these categories
There are two ways you can set up your CONTOUR®NEXT ONE meter: on the meter itself, or by using the CONTOUR®DIABETES app.
For instructions on initial setup from the meter itself, please see the User Guide that you received with your meter.
To set up your meter from the app, download the CONTOUR®DIABETES app, open the app, tap ‘Get started’ and follow the instructions. This will set up the meter and app at the same time.
You can switch the meter on by either:
or
Your CONTOUR®NEXT ONE meter should always be used with CONTOUR®NEXT self-monitoring strips. These have been specifically designed for use with the meter.
Never use other brands of self-monitoring strips with your CONTOUR®NEXT ONE meter.
The smartLIGHT™ feature on the CONTOUR®NEXT ONE meter gives you instant feedback on your blood glucose readings. It immediately identifies your readings as above, below or within target range to help you make decisions. This feature can be switched off if you prefer not to use it.
Green = within target
Amber = above target
Red = below target
Second-Chance™ sampling is another useful feature of the CONTOUR®NEXT ONE meter. If your first sample is insufficient to take a blood glucose reading, Second-Chance™ sampling lets you apply more blood to the same strip instead of using a new one. This may help you:
The Second-Chance™ sampling feature will cause your CONTOUR®NEXT ONE meter to beep twice and display a flashing self-monitoring strip icon. Within 60 seconds, apply some more blood to the self-monitoring 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.
Meter settings cannot be changed from the meter while the meter is connected to the app. To change settings on the meter either:
Or
These symbols are Meal Markers. Meal Markers allow your meter to compare blood glucose readings against the related target ranges, so that the smartLIGHT™ feature can indicate whether your blood glucose is above, below or within target range.
You can select the appropriate marker on your meter each time you take a blood glucose reading. There are three variations of the apple symbol:
Fasting Meal Marker
Choose this if you are self-monitoring your blood glucose after about 8 hours without eating
Before-meal Meal Marker
Choose this if you are self-monitoring your blood glucose within 1 hour before a meal
After-meal Meal Marker
Choose this if you are self-monitoring your blood glucose within 2 hours after the first bite of a meal
If you’re starting from scratch with your CONTOUR®NEXT ONE meter and CONTOUR®DIABETES app, we recommend that you set up the app first. The meter is quickly and easily set up during the app setup when first getting started.
Please refer to this device compatibility document or call your customer service for more information.
The device compatibility document is a reference list that shows the mobile devices that have been verified for use with the CONTOUR®DIABETES app. There are other models of mobile devices that may work, that have not yet been tested by Ascensia. If your device is not on this list, you may be able to download the app and see if you can pair your meter to the app. Please note, however, if your device is not on the list, Ascensia cannot guarantee all functionality will work because the device has not been verified, even if pairing is successful. Please visit us again in the future as we are continuing to update the list of verified devices regularly.
The CONTOUR®DIABETES app is compatible with Android devices using Android Operating System version 5.0 (Lollipop) and higher, with ARM-based processor and BLE Radio function. It is compatible with Apple devices using Apple iOS 8 and higher, with BLE radio function.
If your device does not meet the minimum requirements described above, you will need to update the operating system. If your device does not support the required version of the operating system, your will need to upgrade your device to one that does in order to use the CONTOUR®DIABETES app.
Firstly, check that your device uses either Apple iOS or Android.
To download the CONTOUR®DIABETES app onto an Apple device:
To download the CONTOUR®DIABETES app onto an Android device:
Once you have downloaded the CONTOUR®DIABETES app, keep it somewhere on your mobile device that you can access easily, like your home screen or dock.
The initial setup of the CONTOUR®DIABETES app is simple.
When you start using your CONTOUR®NEXT ONE 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 self-monitor your blood glucose so that the app can sync the reading.
You can turn a meter setting off or on from the meter using the following steps:
To pair a meter to the CONTOUR®DIABETES app:
Yes, you can pair multiple CONTOUR®NEXT ONE meters with the CONTOUR®DIABETES app, which merges together your blood glucose readings from the different meters. To do this, in the app go to: Main Menu > Meter Settings > My Meters
Note that only one meter can connect to the app at any one time.
In the app go to: Main Menu > Settings > My Meters
Tap the meter you want to rename and type the new name over it.
Unpairing removes the meter from the account and prevents the 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.
If you need to unpair a meter from your CONTOUR®DIABETES app, in the app go to: Main Menu > Meter Settings > My Meters
Or
Go to: Main Menu > Meter Settings > My Meters
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.
Tap ‘Menu’, ‘Done’, or ‘X’ to go back to the previous screen.
In most instances, yes. The app auto-saves most items and does not always require you to tap ‘Save’.
Yes. Your CONTOUR®NEXT ONE meter will sync with the CONTOUR®DIABETES app each time your meter and mobile device are within close range when you have the Bluetooth® settings switched on. If you need to take a blood glucose reading without your mobile device close by, don’t worry; your meter has enough memory to store up to 800 blood glucose readings so it will save any readings it reads until the next time it can sync with the app.
The blood glucose reading colours in the CONTOUR®DIABETES app match the colours of the smartLIGHT™ feature on the CONTOUR®NEXT ONE meter to let you know how your blood glucose reading compares with your target range.
Green = within target
Amber = above target
Red = below target
Blood glucose readings that have been synced from the meter cannot be deleted in the app; only manually entered blood sugar readings can be deleted.
Tap the small graph to see the expanded graph or, whilst you are viewing My Readings in the app, turn your mobile device sideways so it is in a landscape position.
On the graph, circle symbols are blood glucose readings automatically collected from the meter via Bluetooth® technology. Diamond symbols are readings that have been added manually. If you want to see detailed information for any given point, tap on the symbol on the graph.
The Averages mode lets you see blood glucose averages over a period; the Standard mode shows your individual blood glucose readings over a single day.
For more information:
To change the time period displayed on the Expanded Graph:
To add a blood glucose reading manually, in the app go to:
Main Menu > My Readings
You can change blood glucose readings that have been entered manually, but not those automatically synced 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.
Note that you can change blood glucose readings that have been entered manually, but not those automatically synced from your meter.
These symbols are Meal Markers. Meal Markers allow your meter and app to compare blood glucose readings against the related target ranges, and help you to see how different meals affect your blood glucose. You can select the appropriate marker on your meter or app each time you take a blood glucose reading. There are three variations of the apple symbol:
Fasting Meal Marker
Choose this if you are self-monitoring your blood glucose after about 8 hours without eating
Before-meal Meal Marker
Choose this if you are self-monitoring your blood glucose within 1 hour before a meal
After-meal Meal Marker
Choose this if you are self-monitoring your blood glucose within 2 hours after the first bite of a meal
The app provides Day Divider time periods for Breakfast, Lunch, Dinner and Overnight that you can change to fit your own schedule. For your convenience, the app pre-selects a meal type for you based on when you took the reading and the Day Divider it belongs to.
The Meal Marker feature is always available in the app. If you turn off Meal Markers in the meter, your blood sugar readings can only be marked as Before Meal, After Meal or Fasting when you are in the app.
If you leave the Meal Marker Prompt Screen setting on in the app, the Meal Marker screen displays automatically each time a blood sugar reading is synced from the meter.
OR
Note: If you change the Meal Marker on a blood glucose reading, it will be compared against a different target range and may change colour based on this new target.
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 result. 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 > Settings > My Reminders
To delete a one-time countdown reminder:
To delete a recurring reminder:
To temporarily disable a reminder:
You can use the Test reminder plans feature to set up a series of reminders to see how different activities in your life affect your BG readings, or before a healthcare visit. To set up Test reminder plans go to: Main Menu > My Reminders.
Reminders you have set continue to display at the same time each day. You can also set up a one-time reminder to self-monitor after a ‘Before Meal’ reading. Test reminder plans allow you to set up a fixed series of reminders over a particular period of time. They are designed to help you manage a pattern in your BG readings or to help you prepare for a visit with your Healthcare professional.
The CONTOUR®DIABETES app can notify you if certain trends are detected in your BG readings. These are called ‘patterns.’ For example, the app may detect a pattern of high BG at lunchtime.
The My Patterns feature lets you:
You can select one or more pattern types from My Patterns on the main menu. This tells the app that you want to be notified when this type of pattern is detected.
To change your pattern notification settings go to:
Main Menu > My Patterns
When your BG readings improve a pattern that you are working on within a certain time
period, the pattern is considered ‘improved’. The app saves ‘Improved’ patterns in My
Patterns > Pattern History
The CONTOUR®DIABETES app needs at least 14 days of BG readings to detect certain patterns. If you self-monitor regularly and mark your readings with meals and Meal Markers, My Patterns is able to detect patterns more easily.
You can exit a pattern at any time and move it to your pattern history. If you get a notification about a pattern that you do not want to track, tap ‘No’ when you are prompted to set a reminder and tap ‘yes’ when the ‘Move to History’ option displays on the pattern screen.
To do this from the Main Menu, go to: Main Menu > My Patterns
If you have automatic date/time syncing turned on in the CONTOUR®DIABETES app, the app will automatically update your CONTOUR®NEXT ONE meter with the date and time.
If you didn’t switch on this feature in the initial app setup, go to: Main Menu > Settings > App Preferences
Tap ‘Time and Date Sync’ toggle to turn it on.
You need to turn on automatic date and time syncing.
If you do not have automatic date/time syncing turned on in the CONTOUR®DIABETES app preferences area, the meter is not updated with the mobile device time and date unless you do a manual sync.
To set automatic time/time syncing between your meter and mobile device:
Yes. The My Profile feature in the app lets you store any appointments you have booked and contact information for your healthcare team. Go to:
Main Menu > My Profile > Appointments to add an appointment, or go to: Main Menu > My Profile > Healthcare Team
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.
Or
Yes, you can export your BG data as a CSV file. This file is unformatted and just contains raw data. To do this, go to: Main Menu > My Care > Reports
Yes. Although target ranges may have been confirmed on the CONTOUR®NEXT ONE meter, you can only change them from the CONTOUR®DIABETES app. You can do this at any time by going to:
Main Menu > Settings > Target Ranges
Each time you connect your meter to the app the meter is updated with the current app target ranges if they have changed.
You should consult your doctor or nurse before setting or changing your target ranges.
Yes. You can change target ranges from the app at any time by going to:
Main Menu > Settings >Target Ranges
You can change the high and low limits of your Before Meal (same as Fasting) and After Meal (same as Overall) target ranges when you slide the handles up or down. You can also use ‘+’ or ‘–’ to move a value up or down.
You should consult your doctor or nurse before setting or changing your target ranges.
In the app, go to: Main Menu > Settings > Target Ranges.
The Critical High handle has a yellow outline. This is the highest blood glucose value you can set. The Critical Low handle has a red outline. This is the lowest value you can set. Slide the handles up or down to change the Critical Values. You can also use ‘+’ or ‘–‘to move a value up or down.
You should consult your doctor or nurse before setting or changing your critical high/low settings.
You have probably not synced (connected) your meter with the app since you last changed the targets in the app. To sync your meter with the app:
The CONTOUR®DIABETES app should now be able to sync data with your CONTOUR®NEXT ONE meter and update your target ranges.
Your meters may have different target ranges, but this is not recommended. Your meters should stay in sync with the app target ranges. Paired CONTOUR® meters are updated with the most recent app targets whenever they connect to the app.
As soon as you pair your CONTOUR®NEXT ONE meter to the CONTOUR®DIABETES app, you are able to add a Meal Marker to a blood glucose reading. Since every Meal Marker is evaluated against a related target range, the new ranges associated with each Meal Marker become available for you to see.
The Fasting Target range is always preset to be the same as your Before Meal Target Range, and this range can be changed in the app. The meter displays a separate Fasting Target because it has a Fasting Meal Marker attached to it.
When you open the CONTOUR®DIABETES app for the first time, you will be prompted to create a CONTOUR®CLOUD account. Creating an account ensures that your personal data is backed up securely, and allows you to access it from any of your compatible mobile devices.
To create an account from the initial app setup, just follow the instructions on screen.
If you have been using the CONTOUR®DIABETES app in Guest mode and want to create an account:
No. It is best to stay signed in to your app account even when you close the app. When you stay signed in to the app on one or more mobile devices, your information is backed up regularly and all the app features are available to you.
Creating a CONTOUR®CLOUD account will help you to get the most out of your CONTOUR®NEXT ONE meter by unlocking all the features that the app has to offer. Creating an account will also allow the app to store your blood glucose readings in the CONTOUR®CLOUD so that you can view your data from up to four different meters on multiple mobile devices. Follow the instructions on screen when you open the app to set up an account. Your mobile device will need to be connected to the internet for this to work.
If you’ve 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 shared with any person or business unless you choose to share it with someone, for example your doctor, nurse or caregiver. You can view our privacy policy here.
Your meter and app must be in close range of each other to stay connected. Try moving your meter and mobile device closer together.
If your CONTOUR®NEXT ONE meter is not connecting to the CONTOUR®DIABETES app, check that:
There are at least two possible reasons for this error message:
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 Services by calling the number on the back of your meter. You can also access this link via the help section of the app.
Ascensia, the Ascensia Diabetes Care logo, Contour, Microlet, Glucofacts, the No Coding logo, and Second-Chance are trademarks and/or registered trademarks of Ascensia Diabetes Care Holdings AG.
Apple and the Apple logo are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc. Google Play and the Google Play logo are trademarks of Google LCC. The Bluetooth® word mark and logos are registered trademarks owned by Bluetooth SIG, Inc., and any use of such marks by Ascensia Diabetes Care is under license. All other trademarks are the property of their respective owners.
© Copyright 2019 Ascensia Diabetes Care Holdings AG. All rights reserved.
Date of preparation: Feb 2018. Code: G.DC.07.2016.46124