Customer Support

Find Answers to Commonly Asked Questions
Control solution inquiry

When should I test my meter with control solution?

Control solution enables you to confirm that your meter and test strips are working together properly and that the test is performing correctly.

You should test with control solution:

  • Anytime you believe the meter is giving you inaccurate readings.
  • If you have dropped your meter and want to confirm it is functioning properly.

How do I get control solution?

Control solution can be purchased directly from our online store.

Order the type of control solution that is appropriate for your meter:

  • Normal and High for Presto systems
  • Level 2 and Level 4 for Jazz Wireless 2 systems
  • Or match the type that is specified for your partner brand system

Note: Other brands of control solution are not compatible with AgaMatrix devices.

If you need further assistance, please contact our friendly customer service team at 1 (866) 906-4197.

Bluetooth®pairing and syncing

View our pairing and syncing guide for instructions on connecting your Jazz Wireless 2 meter to the AgaMatrix Diabetes Manager app.

What if my results are not syncing automatically?

Potential causes and resolutions:

CAUSE: The meter and supported device are not properly paired or were not initially synced.

ACTION: Follow the instructions in the pairing and syncing guide above if you have not paired your meter. If the meter is already paired but is not syncing, you can force sync the meter and app by navigating to the “Meters” section of the app menu and tapping the sync button next to the meter listed. Press the meter button on the meter to activate the meter.

 

CAUSE: Bluetooth on the supported device is off.

ACTION: Check your supported device settings and turn Bluetooth to “On.” If you continue to experience issues, check your supported device’s instructions for more information.

 

CAUSE: The meter and supported device are not within 10 feet of each other.

ACTION: Make sure the meter and supported device are within 10 feet of each other and free of any obstructions.

 

CAUSE: The glucose tests were taken before pairing with a supported device and do not have an associated time and date.

ACTION: Set the date and time on your meter by pairing and syncing with the supported device. Future glucose results will have a time and date and will sync to the app.

 

CAUSE: The meter is paired with more than one supported device and glucose results are syncing to your other supported device.

ACTION: The glucose results can be synced between the supported devices if you have setup a cloud account. If you sign into your account on both devices, results will sync through the cloud enabling all your supported devices to have the same glucose data. Alternatively, you can turn off Bluetooth on one supported device. The glucose results will then sync to your other supported device.

 

CAUSE: Pairing between the meter and the smart device is not functioning properly and needs to be repaired.

ACTION: In the app, navigate to the “Meters” section of the app menu and swipe to forget your meter. Then, go to your supported device’s Bluetooth settings, find the meter, and select forget the device. Follow the steps in the pairing and syncing guide above to pair your meter and supported device again.

 

CAUSE: The app has been forced to close and glucose results are not transferring.

ACTION: Open the app on your supported device. Press the meter button to activate your meter.

Compatibility with the AgaMatrix Diabetes Manager App

What devices are compatible with the AgaMatrix Diabetes Manager app?

The AgaMatrix Diabetes Manager app is compatible with leading Apple® and Android™ smart devices.

Please view our Compatible Devices page for details on minimum operating system requirements and meter compatibility with the AgaMatrix Diabetes Manager App.

Comparing meter readings/accuracy

I noticed my readings are different from the previous meter I used. Is this normal?

Yes. Each manufacturer and each meter model can utilize a different method for detecting glucose. The various chemistry and manufacturing methods across brands can cause one meter to give you a reading that is higher or lower compared to another meter. The current accuracy standards allow for some variation, but our products are built with proprietary technology to ensure we’re delivering proven clinical accuracy with each test. We recommend you continue testing and making treatment decisions based off only one brand meter, as consistency helps to reduce the variability.

How do I know the meter readings are accurate?

Our products have proven, reliable performance. Don’t just take our word for it. We have demonstrated clinical accuracy across a variety of studies. Our products have been tested and cleared against US and International accuracy standards, and deliver high accuracy performance. To learn more about our accuracy performance in independent studies, view our Accuracy page.

My readings don’t match the way I’m feeling. What should I do?

If you suspect that your meter is giving you inaccurate readings, wash your hands with warm, soapy water and thoroughly dry them. Perform another glucose test, as unwashed hands may lead to inaccurate readings.

If you are experiencing symptoms of hypoglycemia or hyperglycemia, immediately contact your healthcare professional or emergency medical response for assistance.

Follow best practices for blood glucose testing to facilitate accurate readings:

  • Wash your hands with warm, soapy water and rinse and dry thoroughly before each test.
  • Use a blood sample from your fingertip.
  • Do not squeeze directly around the lanced area to form a blood drop.
  • Apply blood to the sample area at the bottom edge of the test strip only.
  • Do not apply blood to sides, top, or any other areas of the test strip.
  • Do not apply blood to the test strip when the test strip is out of the meter.
  • Do not apply more blood to the test strip after the meter beeps and the visual fill window on the test strip turns red.
  • Store test strips in their vial, in a cool, dry place (46° F to 86° F).
  • Confirm that your meter and test strips are working properly by performing a control solution test.
  • Do not store test strips in extreme temperatures such as a hot, locked car or in the fridge.
  • Do not put blood or other foreign objects into the meter’s test strip port.
  • Check the expiration date for your test strips and do not use beyond the expiration date.
My meter's display will not turn on

Check the list below for common potential causes and resolutions:

CAUSE: The test strip was not inserted properly.

ACTION: The front side of the test strip is black and should be facing towards you. Align the top end of the test strip with the contact bars facing up and insert into the meter’s test strip port. Push the test strip fully into the meter until the display is activated.

 

CAUSE: The meter batteries do not have enough power to perform a test.

ACTION: Replace both CR2032 batteries according to instructions for your meter. You can download digital copies of the owner’s guides on our Resources page.

Are your products FDA cleared?

Yes, all our blood glucose monitoring systems have been reviewed and cleared by the FDA.

Our AgaMatrix Diabetes Manager App was also reviewed and cleared by the FDA.

I'm a healthcare professional. Can I sample your products?

Please complete the Healthcare Professional Sample Form to request a sample meter.

Get in touch with our Customer Service team: 1 866 906 4197