Frequently Asked Questions

If you have a query about how to use one of our products, please search the list of frequently asked questions below. If you have a question that is not answered here, or anywhere else on our website, please feel free to contact us by calling Ascensia Diabetes Support on 0345 600 6030 (Monday – Friday 8am – 8pm) 

Meter Queries

Please call Ascensia Diabetes Support, Monday - Friday, 8.00am - 8.00pm on 0345 600 6030 (UK). 

This could be because the batteries need replacing. Please refer to your meter user guide for instructions on how to change the batteries. If you have lost or misplaced your user guide, it is available to download from our website. Simply create an account or log into your pre-existing account, register your meter and then proceed to the order meter items section.

Unfortunately at the present time we are unable supply batteries directly to people using Ascensia's blood glucose meters due to Royal Mail's new restrictions for the transport of lithium batteries. Should you require further batteries for your current Ascensia meter, please contact your Health Care Team. Alternatively, 3v lithium batteries are available to purchase at most supermarkets (please use the code CR2032).

Alternatively please call Ascensia Diabetes Support, Monday - Friday, 8.00am - 8.00pm on 0345 600 6030 (UK).

Unfortunately at the present time we are unable to supply batteries directly to people using CONTOUR® blood glucose meters due to Royal Mail's new restrictions for the transport of lithium batteries. Should you require further batteries for your current CONTOUR® meter, please contact your Health Care Team. Alternatively, 3v lithium batteries are available to purchase at most supermarkets (please use the code CR2032).

Check the batteries are inserted with the positive side face up i.e. the writing is upper most. Alternatively please call Ascensia Diabetes Support, Monday - Friday, 8.00am - 8.00pm on 0345 600 6030 (UK).

There may be debris in the test strip port. Insert and remove a test strip several times very quickly which may dislodge any inadvertent contamination in the test strip port. If the meter is still not activated by the test strip, please call Ascensia Diabetes Support, Monday - Friday, 8.00am - 8.00pm on 0345 600 6030 (UK).

Check that the test strips you are using are CONTOUR® NEXT test strips. These will have the Ascensia logo on the body of the test strip. If the test strips you are using are plain white, they are CONTOUR® test strips and they will not work in the CONTOUR® XT meter.

Check that the test strips you are using are CONTOUR® NEXT test strips. These will have the Ascensia logo on the body of the test strip. If the test strips you are using are plain white, they are CONTOUR® test strips and they will not work in the CONTOUR® NEXT USB / CONTOUR® NEXT LINK meter.

Please call Ascensia Diabetes Support, Monday - Friday 8.00am - 8.00pm on 0345 600 6030 (UK) and we will investigate your query. Please have your meter and test strips to hand, together with control solution if you have it, when you call.

Please check your send options and that this is not set to “Never” send, otherwise call Diabetes Support,
Monday - Friday, 8.00am - 8.00pm on 0345 600 6030 (UK) and we will investigate your query. Please have your meter, test strips, control solution and insulin pump to hand when you call.

Please call Ascensia Diabetes Support, Monday - Friday, 8.00am - 8.00pm on 0345 600 6030 (UK). Our team of nurse advisors and customer care specialists are able to provide professional advice on all aspects of blood glucose monitoring.

Any queries relating to the use of the Carelink software, or the dongle for downloading data from your Medtronic insulin pump, please contact Medtronic on telephone number 01923 205167 (UK).

Please call Ascensia Diabetes Support, Monday - Friday, 8.00am - 8.00pm on 0345 600 6030 (UK).

No, we have not tested other wall chargers and cannot recommend their usage with your CONTOUR® NEXT USB and CONTOUR® NEXT LINK meter.

The wall charger supplied by us has been designed to be used only with the CONTOUR® NEXT USB and CONTOUR® NEXT LINK or CONTOUR® NEXT LINK 2.4 meter rechargeable battery, not with other products.

The CONTOUR® TS meter uses CONTOUR® TS test strips only. Prescription code: 393 6416.

The members area/ registration area of the site is unavailable. Please call Ascensia Diabetes Care Support on 0345 600 6030 (Mon - Fri, 8.00am - 8.00pm) 

Check you have installed the cable drivers for GLUCOFACTS®DELUXE correctly.

If you have a query concerning the use of GLUCOFACTS®DELUXE please call Ascensia Diabetes Support, Monday - Friday, 8.00am - 8.00pm on 0345 600 6030 (UK). Please have the name and serial number of your meter to hand when you call.

The members area/ registration area of the site is unavailable until further notice. When the registration section of the site is available, you will be contacted. If you have any questions, call Ascensia Diabetes Care Support on 0345 600 6030 (Mon - Fri, 8.00am - 8.00pm) 

If you have a new meter you may need to change your test strips. 

Details of what test strip is used within each of the Ascensia Diabetes Care meters can be found below. If you do not have the correct test strip for your meter, then you will need to change your prescription: 

The Contour XT, Contour Next, Contour Next One, Contour NEXT USB, Contour Next Link and Contour Next Link 2.4 meters all use Contour Next test strips (PIP code: PIP Code 368-2119 (pack 50)) 

The improved Contour meter (black and silver design) uses Contour test strips (PIP code: 304-0276 (pack 50)) 

The Contour TS meter uses Contour TS test strips (PIP Codes: 393-6416 (pack 50))

If you, or any of your customers, are using one of the original Contour® meters (blue and silver/purple and silver, or green and silver colours), contact us immediately to upgrade your meter today for FREE by calling Ascensia Diabetes Care support on 0345 600 6030 (Mon-Fri 8am-8pm quoting WEBUPG). *When calling, you will be asked to supply your contact details, meter name, serial number and quote reference `WEBUPG' and we will arrange to supply you with a meter straight away from our current Contour portfolio which meet the standards.

The Contour XT, Contour Next, Contour Next One, Contour NEXT USB, Contour Next Link and Contour Next Link 2.4 meters all use Contour Next test strips (PIP code: PIP Code 368-2119 (pack 50)) 

The Contour meter uses Contour test strips (PIP code: 304-0276 (pack 50)) 

The Contour TS meter uses Contour TS test strips (PIP Codes: 393-6416 (pack 50))

The improved version of the CONTOUR® meter (black and silver design) meets the more stringent EN ISO 15197:2015 accuracy requirements,1,2 but functions in exactly the same way as the original meter, using the same Contour test strip. The only visible difference is the change in colour from blue/purple/green and silver to black and silver. If you or any of your customers are using one of the original Contour® meters (blue/purple and green colours), contact us immediately to upgrade your meter today by calling Ascensia Diabetes Care support on 0345 600 6030 (Mon-Fri 8am-8pm quoting WEBUPG). 

When calling, you will be asked to supply your contact details, meter name, serial number and to quote reference ‘WEBUPG’. We will supply you with a meter straight away from our current Contour portfolio which meet the standards for free.  

The Contour® Black edition is the improved version of the CONTOUR® meter (black and silver design). This meets the more stringent EN ISO 15197:2015 accuracy requirements,1,2 but functions in exactly the same way as the original meter, using the same Contour test strip. This is the only meter using the Contour test strip which meets the standards. Please call Ascensia Diabetes Support if you have any questions on 0345 600 6030 (Mon – Fri, 8am 8pm). 

No. The Contour black and silver design is an improved version of the original meters and fully complies with the new standards – EN ISO 15197:2015. You do not need to take any action. 

Our Contour NEXT USB meter uses the Contour Next test strips that meet the standards - EN ISO 15197:2015. You do not need to take any action.

Our Contour Next Link and Contour Next Link 2.4 meters use the Contour Next test strips that meet the standards - EN ISO 15197:2015. You do not need to take any action.  

Accuracy is important as you rely on your meter to help you get a complete picture of your blood glucose control. For example, it tells you if your glucose is too high, too low or just right. It also helps you to make decisions about food, activity and medication so it’s really important to have a meter which is accurate. Click here to learn more about Accuracy and learn how the current range of meters in the Contour portfolio perform. 

A. Please call Ascensia Diabetes Support, Monday-Friday 8.00am - 8.00pm on 0345 600 6030 (UK). Please have the name and serial number of your meter to hang when you call.

The Microlet 2 and Microlet Next lancing device uses Microlet lancets (PIP Code 280-0043 (pack 100),  280-0050 (pack 200)) 

Please call Ascensia Diabetes Support, Monday - Friday, 8.00am - 8.00pm on 0345 600 6030 (UK).

Please call Ascensia Diabetes Support, Monday - Friday, 8.00am - 8.00pm on 0345 600 6030 (UK).

If you already have your meter, please have the name and serial number of your meter to hand when you call.

If you have ordered more than one product, your items may arrive at different times depending on what you have ordered. 

It is important that you register your CONTOUR® meter to gain access to support materials and a range of additional benefits, including free record diaries, wall chargers (applicable to CONTOUR® NEXT ONE, CONTOUR® NEXT USB and CONTOUR® NEXT LINK users), meter wallets and stickers. All meters from CONTOUR® include a full 5 year warranty.

Please call Ascensia Diabetes Support to register your meter, Monday - Friday, 8.00am - 8.00pm on 0345 600 6030 (UK).

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The information on this site is intended to provide you with information about Ascensia Diabetes Care’s products and is not a substitute for professional medical advice or treatment for specific medical conditions.  Any questions or concerns you have regarding diabetes or a medical condition should always be discussed with a qualified medical professional.