Device Support and FAQ for Patients

Frequently Asked Questions

Mobile App

Account Setup

How do I log in or out of the mobile app?

‍Answer:

To log in, simply tap the "Log in" button, then choose "Log in via Mobile Number." Enter your phone number and tap "Get code," followed by "OK." Finally, input the verification code received from the message. If you wish to log out, head to the "Profile" page, tap your username, and then select "Sign Out."

Food Diary Questions

How do I upload a food diary?

Answer:‍

Tap the "Add" button, then select "Food Diary." Take a picture of your food, choose a meal, and optionally add notes. Finally, tap the "Submit" button to complete the process.

Why can't I use my camera?

‍Answer:

Please ensure that you have enabled camera access for Unified Care. For iOS users, navigate to Settings > Select Unified Care > Enable Camera. For Android users, go to Settings > Tap Apps & notifications > Choose Unified Care > Tap Permissions > Select "Camera" > Tap "Allow".

When will the care team review my diary?

Answer:‍

In general, the food diary will be reviewed within one business day.

Exercise Questions

How do I activate the exercise function?

Answer:‍

Please navigate to the "Profile" page, select "Exercise Tracking," tap "Activate," and then follow the instructions to complete the setup.

Why can't I track my steps?

Answer:‍

Please ensure that you have granted Unified Care access to your walking data. For iOS users, navigate to Settings > Apple Health > Data Access & Devices > Unified Care > Enable "Steps." Android users should go to Settings > Apps & notifications > Unified Care > Permissions > Physical activity > Allow.

How do I check my exercise progress?

‍Answer:

Navigate to the "Health" page and scroll down to access the "Exercise" section.

Education Questions

Where can I find more articles?

Answer:

On the 'Education' page, tap 'More readings'.

How can I enlarge the font size?

Answer:

On the "Education" page > Choose an article that you want to read > Tap "AA" button on the lower bottom side of the screen > Drag the bar to the right to enlarge the font

App Settings Questions

How should I write the food diary?

Answer:

Please tap "Add" button >

Choose “Food Diary” >

Take a food picture >

Select a meal > Add Notes(optional)

> Tap “Submit” button to finish it

Why I can not use my camera?

Answer:

Please make sure that you have opened the access for Unified Care to use camera.

For iOS users, go to Settings > Choose Unified Care > Turn on the Camera

For Android users, go to Settings > Tap Apps & notifications > Choose Unified Care > Tap Permissions > Select "Camera" > Tap "Allow"

Why I can not use my camera?

Answer:

Please make sure that you have opened the access for Unified Care to use camera.

For iOS users, go to Settings > Choose Unified Care > Turn on the Camera

For Android users, go to Settings > Tap Apps & notifications > Choose Unified Care > Tap Permissions > Select "Camera" > Tap "Allow"

When will the care team review my diary?

Answer:

The food diary will be reviewed within 4 hours during the business hours.

iHealth Blood Glucose Meter

Lancet and Test Strip Questions

I am running low on my test strips and lancets, how can I get more?

Answer:

You can order more test strips via Unified Care app.

Go to “Profile” on the lower right corner of the homepage of the app
Choose “Order Supplies”
Click “Place a new order”, the default supply refill is 200 lancets and 200 test strips
Click “Next“ and enter your shipping information if you want them to be mailed to you; check the box of “Pick up at Clinic” if you want to come into the clinic and pick them up.
After you enter all required information, the “Submit” button will turn blue, you can go ahead and submit your order.

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Where should I store the test strips?

Answer:

‍The test strips should be stored somewhere clean, cool and dark like your cabinet. Once the bottle is opened, the test strips are good for 5 months.

Where can I discard the used lancets?

Answer:

‍After you use the lancet and insert it back to the original blue cap, you can dispose of them in a sharp container. If you don’t have a sharp container, you can use a heavy-duty plastic container such as a laundry detergent container.

To find a disposal location near you:https://safeneedledisposal.org/

How many times can I use the lancet?

Answer: ‍

One-time use only.

I still have some test strips that came with my previous blood glucose (BG) meter, can I use those with the iHealth BG meter first?

No. iHealth test strips are designed specifically for iHealth glucose meters. Never use any other test strips that do not come with your iHealth glucose meter.

Measurement Questions

My phone didn’t respond when I inserted the meter. What’s the problem?

Answer:

‍There could be a lot of possible causes. Here are the steps you can try for troubleshooting.

Make sure you allow the microphone permission for the app.
Check the headphone volume (if the headphone volume is too low the phone can't communicate with the meter through the headphone jack).
Check if there are any audio enhancement features enabled on Android (e. g. Dolby Atmos, Dolby Sound), turn them off if they are enabled.
Unplug the meter and try again (usually it should take 3.5-5 seconds to detect it).
Test with a different headphone jack adapter (if you have one).
Test with a set of headphones/microphone to ensure the headphone jack is working.
Kill the app (how to kill the app for iPhone; for Android) and reopen the app before inserting again.
Remove and reinstall the Unified Care app (make sure you know how to log yourself back into the app).
Restart the phone.
Change the battery of the meter.
Call 866-899-3998 if it still does not connect.

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My phone doesn't have a headphone jack, where should I insert the meter?

Answer:

‍You can use an adapter manufactured by your phone manufacturer to use the meter with the phone. You can contact your care team member to get more help.

What should I do when the screen shows “battery low”?

Answer:

‍You can change the battery for the glucose meter. Batteries used in glucose meters are supposedly good for 1,500 measurements. There is an extra battery in the original box. Here are the steps of changing the battery of the meter:

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My screen showed “BG meter is in sleeping mode”, what should I do?

Answer:

‍The “sleeping mode” message usually appears when you have inserted the glucose meter and/or test strip over 90 seconds without any activity.

First, remove the test strip from the meter and then unplug the meter from your phone. Reinsert the meter and then insert the test strip again and apply your blood sample.
Always wash your hands, prepare the lancing device, and have your lancets and test strips ready before inserting the meter.
Once your lancing device and meter are ready and your screen reads “Obtain blood sample”, you may now draw the sample from your finger and then apply it to the test strip.
Avoid drawing blood before your meter is ready as the blood sample will begin to dry and could result in an inaccurate reading.

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I inserted the test strip but the screen didn’t go to the next step. What should I do?

Answer:

‍Take the test strip out and reinsert it. Make sure the test strip is facing up. If that doesn’t work, try another test strip.

My screen showed “Strip is used or unknown moisture detected”, what should I do?

Answer:

‍You’ll need to change to another new test strip. Please hold the middle part of the test strip, not the tip. When a test strip is exposed to moisture like in the fridge or bathroom, it might lead to this as well.

Where should I apply the blood sample to?

Answer:

‍You will need to apply your blood sample at the tip of the test strip like the picture below. DO NOT apply your blood sample in the small hole in the test strip.

Readings Questions

My screen showed “Reading is out of measurement range”, what should I do?

Answer:

‍This could be due to the blood sugar reading being too low or too high. If you don’t have any symptoms, that might be measuring error. You need to check your blood sugar again with a new lancet and test strip. Before rechecking,

Make sure you clean your hands before checking the blood sugar or it will lead to a falsely high reading.
Make sure your hands are completely dry prior to collecting your sample or it could become diluted by the moisture leading to a falsely low reading.
Make sure the test strip is new, clean and not expired.
Make sure you apply enough blood samples to the test strip. Too little blood samples could lead to a falsely low reading.

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How accurate is this meter?

Answer:

‍iHealth blood glucose meter is FDA approved. No at-home blood glucose meter will show a true and exact reading — only a lab test can do that. Home monitoring glucose meters can only estimate what the true BG value is by taking a sample.

In order to be considered “accurate” and thus approved for use in at-home testing scenarios, the FDA requires that blood glucose meters provide:

99% of blood glucose measurements within 20% of lab results
95% of blood glucose measurements within 15% of lab results

If your true BG value (measured in a lab test) was 100 mg/dL, your blood glucose meter could show as low as 80 mg/dL or as high as 120 mg/dL, and the FDA would consider either number accurate because both 80 mg/dL and 120 mg/dL are results that fall within that 20% range of lab results.

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This meter gives me a reading that’s different from my other meter. Which one should I believe?

Answer:

‍Each blood glucose meter uses different technology to estimate a blood glucose reading, so you can't really compare meters.

The most important thing about home monitoring is to be consistent. You can use one meter and see the overall trend with it.The best way to check the validity of your iHealth Glucose meter is with the control solution provided by iHealth Labs. Only use the control solution provided by the meter’s manufacturer. If you have any question or concern about your meter accuracy, please contact your care team member.

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iHealth Blood Pressure Monitor (Ease)

Device Questions

How do I charge my device?

Answer:

‍There is a charging cable in the original box. Plug it into the back of the BP monitor and then plug the other side of the cable to a wall charger (from your phone). When the device is charging, the green light blinks (the light may be red if it’s low in battery, it will turn green after charging for a while). When the green light is solid, this means that the device is fully charged.

How do I know the battery level of the device?

Answer:‍

After you connect the BP device to your phone, it will show the battery level under the picture instruction.

The button on the monitor turned red when I tried to connect it, why?

Answer:

‍The button turns red when the BP device is low in battery. You’ll need to charge it with the charging cable in the original box.

Measurement Questions

My blood pressure monitor cannot connect to my phone, it showed “Have trouble connecting?” What can I do?

Answer:

‍Follow the steps below to troubleshoot:

Make sure your bluetooth is turned on.
Make sure the BP device is fully charged and it’s nearby.
Kill the app (how to kill the app for iPhone; for Android) and reopen the app.
Try turning bluetooth off on the phone for 30 seconds then back on again.
Clear bluetooth cache for Android and reopen the app.
Press the button on the device for three seconds, 2 or 3 times.
Log out of the app and then log back into it.
Try unpairing the device and repairing the monitor.
Turn the phone off and then back on again.
Uninstall the app and then reinstall it (make sure you know how to log yourself back into the app).
Reset Network Setting for your phone (how to reset network for iPhone; for Android. Caution:If you use this method, the user's wifi password will be cleared)
Go to Settings in your phone, click Grant Location Services Permission (Android phones only)
Call 866-899-3998 if it still does not connect.

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My phone showed “Cuff Pressurizing Too Slow” when I was trying to check BP. What should I do?

Answer:

‍The cuff might be worn too loosely before inflation. Adjust your cuff so it is snug enough that your index and middle finger should be able to slide underneath, but not wiggle. If that continues to happen even though you have adjusted the cuff, there might be an air system leakage. You can contact your care team or call 866-899-3998 for a replacement.

Readings Questions

How accurate is the iHealth BP Monitor (Ease)?

Answer:

‍iHealth Ease is FDA approved and Clinical Laboratory Improvement Amendments (CLIA) waived. Our manufacturer is one of the largest original equipment manufacturers of BP monitors. We produce 500K to 700K units per month.

Blood pressure reading from the iHealth device is different from the one from my own device. Why is that?

Answer:

The mechanisms between different BP monitors are slightly different. For home monitoring BP devices, usually after 2-3 years the accuracy will decrease and will need to be calibrated by the manufacturer.

Meanwhile, there are a lot of factors that could affect the blood pressure reading such as hydration, mood, position, stress level, environment, movement, cuff, etc. Even if you check your blood pressure with the same device, it could give you a slightly different reading. Therefore, it’s hard to compare between two devices. The most important thing for measuring BP at home is consistency, which means you need to use the same device to see the overall trend. If you still have concerns or questions about the readings, you can contact your care team or take both devices to the clinic and your care team can compare them side by side and also with a mercury sphygmomanometer, which is the golden standard measurement for BP.

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There is a little heart near my reading and it says “Arrhythmia”, what should I do?

Answer:

‍Arrhythmia is triggered when our heartbeat is irregular. However, it can also be falsely triggered if you have asthma, which affects your breathing, or if you cough or clear your throats. If you shift slightly during the measurement, it could also trigger arrhythmia. Please recheck when this happens to make sure it is not falsely triggered by other possible factors.

If arrhythmia continues to be detected for several measurements, you may need to schedule an appointment with the doctor if you don’t already have a diagnosis that can cause arrhythmia.

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Device Quick Start Guides

Glucometer (Gluco+)

Glucometer (Align)

Blood Pressure Monitor (Ease)

Weight Scale (Lina)

Weight Scale (Nexus)

Frequently Asked Questions

Mobile App

Account Setup

Food Diary Questions

Exercise Questions

Education Questions

App Settings Questions

iHealth Blood Glucose Meter

Lancet and Test Strip Questions

Measurement Questions

Readings Questions

iHealth Blood Pressure Monitor (Ease)

Device Questions

Measurement Questions

Readings Questions

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