FAQ

Frequently asked questions

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

Logbook Order

How can I get a new logbook?

Click here to find out more.

Serial and Lot numbers

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

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

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

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

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

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

How can I register my blood glucose meter?

You can register your meter by contacting customer service.
 

Why should I register my meter?

You can activate your warranty by registering the meter.

How long is the meter guaranteed?

OneTouch® meters will be free of defects in material and workmanship for three years, valid from the date of purchase. The guarantee extends only to the original purchaser and is not transferable.

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

If you think your OneTouch® meter is broken, you can review the product FAQs for online help or contact OneTouch® Customer Care. Please make sure you have the meter and test strips to hand when you call. Alternatively, contact your healthcare professional.

Error messages

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 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.

My meter shows an Error Message. 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 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.

Meter readings

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?

Comparing your blood glucose test results taken with this meter to your results taken from a different meter is not recommended. Results may differ between meters and are not a useful measure of whether your meter is working properly.

Test strips

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

OneTouch® test strips are sold separately and may not be included in the meter kit. For availability of test strips, please contact OneTouch® Customer Care or ask your pharmacist or healthcare professional.

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 or your healthcare professional.

Will my old test strips work with my new meter?

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 or your healthcare professional.

Why can’t I find my ultra test strip any more?

We’ve upgraded our product range to the latest technology. To upgrade your
meter, visit your nearest healthcare professional.

Control solution

How can I get control solution for my OneTouch® meter?

OneTouch® control solutions are sold separately and may not be included in your meter kit. For availability of control solution, please contact OneTouch® Customer Care or ask your pharmacist or healthcare professional.

 

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