FAQ

Our Customer Care representatives are available to help answer any questions about our blood glucose monitoring systems, but you may find it more convenient to get your answer from our FAQs. We’ve collated our most frequently asked questions below. We hope you find them useful.

Meter and logbook order

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I have ordered a new OneTouch^® meter but haven't received it yet. How can I find out when I will receive it?

Serial and Lot numbers

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How can I find the serial number of my OneTouch® meter?

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Where can I find the lot number of the test strips?

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Where can I find the lot number of the control solution?

Meter registration and warranty

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How can I register my blood glucose meter?

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Why should I register my OneTouch® meter?

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How long is the meter guaranteed?

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My OneTouch® meter is broken, how can I get a new one?

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My OneTouch^® meter has gone missing, how can I get a new one?

Error messages

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My OneTouch® blood glucose meter doesn't seem to work properly. What should I do?

If you are experiencing problems with your OneTouch^® meter, please first check the "Troubleshooting" section in your Owner’s Booklet. If you are still experiencing problems, please contact OneTouch^® Customer Care on 0800 121 200 (UK) or 1800 535 676 (Ireland) and we'll do everything we can to help resolve the problem. Please make sure that you have your meter and test strips to hand when you call.

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My meter shows an Error Message. What should I do?

Meter readings

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I have compared my blood glucose results of my new OneTouch^® meter to another meter and have received different results. Why do the results differ from each other?

Test strips

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How can I get test strips for my OneTouch® meter?

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Can all OneTouch^® test strips be used for all OneTouch^® meters?

No, not all OneTouch^® test strips are compatible with all OneTouch^® meters. Please read more about which test strips are right for your OneTouch^® meter in the Product pages or refer to your Owner’s Booklet. If you have any doubt about which test strips you should use, please contact OneTouch^® Customer Care on 0800 121 200 (UK) or 1800 535 676 (Ireland) or your healthcare professional.

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Will my old test strips work with my new meter?