FAQ

Frequently asked questions

Find answers to commonly asked questions about your meter, test strips and more.

Logbook order

    Click here to find out more.

    Meter error messages

      If you are experiencing problems with your OneTouch® meter, please first check the "Troubleshooting" section in your owner’s booklet. To download a copy of your booklet, find your meter on the product support page.

      If you are still experiencing problems, please contact OneTouch® Customer Care at 1-800-535-676 and we'll do everything we can to help resolve the problem. Please make sure you have your meter and test strips available when you call.

      If you are experiencing problems with your OneTouch® meter, please first check the "Troubleshooting" section in your owner’s booklet. To download a copy of your booklet, find your meter on the product support page.

      If you are still experiencing problems, please contact OneTouch® Customer Care at 1-800-535-676 and we'll do everything we can to help resolve the problem. Please make sure you have your meter and test strips available when you call.

      Test Strips

        OneTouch® test strips are sold separately and may not be included in the meter kit. OneTouch® brand test strips are available where diabetes products are sold.

        No, not all OneTouch® test strips are compatible with all OneTouch® meters. Please read more about which test strips are right for you on the product page for your OneTouch® meter or refer to your owner’s booklet. If you have any doubt about which test strips you should use, please contact OneTouch® Customer Care at 1-800-535-676 or your healthcare professional.

        Please read more about which test strips should be used 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 at 1-800-535-676 or your healthcare professional.

        Control Solution

          OneTouch® control solutions are not included in your meter kit. OneTouch® brand control solutions are available from OneTouch® Customer Care at 1-800-535-676 or your healthcare professional.

          Serial and lot numbers

            The Serial Number (SN) is located on the back of your OneTouch® meter and on the meter box.

            The test strip lot number (LOT) is located on the test strip vial of your OneTouch® test strips and on the test strip box.

            The control solution lot number (LOT) is located on the control solution vial of your OneTouch® control solution and on the control solution box.

            Meter registration and warranty

              By registering your OneTouch® meter, we can provide you with product updates, useful information and ongoing support to help you manage your diabetes.

              OneTouch® meters are under warranty to be free of defects in material and workmanship for three years, valid from the date of dispense. The warranty extends only to the original recipient and is not transferable.

              If you think your OneTouch® meter is broken, review your product page for support or contact OneTouch® Customer Care at 1-800-535-676. Please make sure you have the meter and test strips with you when you call. Alternatively, contact your healthcare professional.

              Where to buy OneTouch® products

                OneTouch® test supplies are widely available at retail pharmacies.

                How to contact us

                phone icon

                Call
                1 800 535 676 (Ireland)
                0800 121 200 (United Kingdom)

                Monday to Friday
                9.00 a.m.- 5.00 p.m.

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                [email protected] (United Kingdom)

                Find customer care info for countries around the world.

                US-POR-1900005(21-200)