If you’re having trouble trying to scan your CGM with your iPhone, we’re here to help!
To start, here is a helpful guided video to assist you.
If you're still having trouble, follow the steps below:
Is your sensor active?
A) No? Let's activate it by following the guidance here.
B) Yes! Great, let’s check out the sections below 👇
What issue are you experiencing?
A) It has been over one hour since I activated my sensor.
If you're having trouble scanning your sensor, please make sure your app is up to date and try scanning again, ensuring your phone is touching the sensor. For iPhones, make sure to scan at the top of the device, where your selfie camera is located. You should feel 1-2 vibrations when the sensor and phone communicate. Make sure to hold your device there until the vibrations stop.
If the issue persists, try the following:
- Clearing your cache in settings
- Switching between cellular data and Wi-Fi
- Logging out and back into the app
- Uninstalling and reinstalling the app. Don't worry - if this is not your first sensor, your data is stored in the cloud and you won't lose any information.
Tip: If you're still experiencing difficulties, try turning your phone off and on again or pull down on the graph to refresh it.
B) It has been less than an hour since I activated my sensor.
Please wait for one hour after activation before scanning your sensor. If you receive the message that the sensor is already active, try clearing the cache in your app settings to update the sensor information. If you're still unable to scan after waiting for one hour, please reach out to Nutrisense support through the in-app chat so we can assist you further. Please provide us with any error messages you're receiving and, if possible, screenshots. We're here to help you get the most out of your Nutrisense experience!