Frequently Asked Questions

I dropped my glucose meter, and I am worried that it may dysfunction. Where can I get it checked?

Please contact our customer care +6012 659 7726, you will be directed to trained staffs who will have the proper equipment and knowledge to check if your meter is functioning properly or not.

I am trying to fill in the warranty card, and I do not know where to find the serial number.

To locate the serial number, please look at the back side of your blood glucose meter. Beside the barcode, you will see the letters ‘SN’. The seven digits that proceeds after ‘SN’ will be the serial number needed for the warranty card.

I saw that the merchandise promotes lifetime warranty, does it mean anything that is broken will be replaced regardless of the duration of ownership?

The blood glucose meter itself is under a lifetime warranty, and the warranty is limited to replacement due to defects in parts or workmanship. Ascensia shall not be required to repair or replace any units which malfunction or are damaged due to abuse, accidents, alteration, misuse, neglect, maintenance by any party other than Ascensia or its authorized Distributor or failure to operate this instrument in accordance with instructions.
A 90-day warranty only will be extended for consumable parts and/or accessories.

I have just purchased Ascensia’ s new glucose meter, and do not know how to operate the meter.

Please contact our customer care +6012 659 7726, you will be directed to our trained staffs who will have the tools and knowledge to teach you how to use the meter and its accessories.

The meter will not turn on, and there is no response when I press any of the buttons.

Please note that the blood glucose meter will require battery. Refer to your user guide on the method of battery changing for your particular model.
If a battery replacement does not fix the captioned problem, please visit our customer service point locations, the trained staff will have the proper equipment and knowledge to check if your meter is functioning properly or not.

There is a half full battery light that appears when I turn on my meter, do I need to change the battery?

If you see a half full battery light when you turn on the meter, it is normal and it does not mean you are out of battery. However if the battery light stays on even when you are testing your blood glucose, or as you are looking through your records. That will be an indication that you need to replace your battery.

The package design of the product I am buying is different from how I previously remember it to be, is it a counterfeited item?

Package designs will be updated from time to time. If you have doubt on whether the product you are purchasing is real, please call our hotline at +6012 659 7726.