Quick Links:

• 🔧 Common Error Messages
  • “Meter Failure”
  • “Meter doesn't hold a charge”
  • “Used Strip Detected! Please insert a new strip”
  • “Not Enough Blood” or “Not Enough Control Solution”
  • “The temperature of the environment is too high/low”
  • “No network connection. Reading will be sent when a connection returns.”
  • “Reading is below the minimum 20 mg/dL…”
• 📶 Checking Your Meter’s Signal
• 🛠️ Troubleshooting Connection Issues
• ❓ Frequently Asked Questions
  • “How do I get more test strips or lancets?”
  • “I test more than twice a day — will I run out?”
  • “My meter won’t charge”
  • “My readings aren’t showing in the Vida app”
  • “My meter says I need to log in to the Philips Portal”
  • “How can I track my shipping status?”
• 📞 Need More Help?
• 🗂️ User Manual

🔧 Common Error Messages

“Meter Failure”

• What it means: The meter had a technical issue.
• Try this: Turn the meter off, wait 30 seconds, and power it back on.

“Meter doesn't hold a charge”

• What it means: The battery may not be charging properly.
• Try this:
  1. Plug in your meter using the original charger and let it charge for at least 6 hours.
  2. Make sure you're using a working power outlet and checking for any lights or symbols (see FAQ below).
  3. Still having trouble? Reach out to support@vida.com — we'll help get things back up and running.

“Used Strip Detected! Please insert a new strip”

• What it means: The test strip may be used or damaged.
• Try this: Use a fresh test strip and only add blood when prompted on the screen.

“Not Enough Blood” or “Not Enough Control Solution”

• What it means: The sample wasn’t enough for a proper reading.
• Try this:
  1. Use a new test strip.
  2. Gently massage your hand toward the finger before testing.
  3. Avoid squeezing too hard after pricking your finger.

“The temperature of the environment is too high/low”

• What it means: The meter is too hot or too cold to work.
• Try this: Let your meter sit at room temperature for 30 minutes before trying again.

“No network connection. Reading will be sent when a connection returns.”

• What it means: The meter couldn’t connect to the server.
• Try this: Follow the steps in the section “Troubleshooting Connection Issues” below.
  • 📝 Note: Your meter uses a built-in cellular connection through Verizon towers. You don’t need WiFi or a phone plan to use it!

“Reading is below the minimum 20 mg/dL…”

• What it means: The reading was too low for the meter to detect, or there may be an issue.
• Try this: Remove the test strip and try again with a new one.

📶 Checking Your Meter’s Signal

Your meter sends results to Vida using its cellular connection. To check the signal:

1. Look at the top-right corner of your meter’s screen.
   
2. You’ll see bars like on a cellphone.
   
   • 3+ bars = Good connection ✅
   • 1-2 bars = Weak connection ❌

If you see the message “No network connection,” keep reading for tips to reconnect.

🛠️ Troubleshooting Connection Issues

If your meter isn’t sending readings, try these steps:

Step 1: Check Signal Strength

• Move closer to a window or try a different room.
• Make sure you have at least 3 bars of signal.

Step 2: Check Settings

• Go to your meter’s Settings menu.
• Tap Check Connectivity — it should say "Connected to Telserve."
• If not, try restarting the meter.

Step 3: Check Airplane Mode

• Hold the power button until a menu appears.
• If Airplane Mode is on, turn it off.

Step 4: Restart Your Meter

• Press and hold the power button.
• Tap Restart and check your signal again after the device turns back on.

💡 Once connected, your meter automatically sends your readings to Vida every 15 minutes.

❓ Frequently Asked Questions

“How do I get more test strips or lancets?”

You’ll get refills automatically once you’ve used about 80–90% of your current supply. If you're running low earlier than expected, call Philips at 888-666-4530 to request a shipment.

“I test more than twice a day — will I run out?”

Philips sends up to 300 strips per refill (6 boxes). If you're testing frequently and running low, call Philips — they’ll help make sure you stay stocked.

“My meter won’t charge”

Try the following:

1. Plug it in and check if the charger shows a bright red light.
   
2. If not, try a different outlet.
3. Look for a lightning bolt symbol in the top-right of your meter screen.
4. If the charger light is blue and your meter still won’t turn on, leave it charging for the full 6 hours and then try again.

Still stuck? Email us at support@vida.com so we can help troubleshoot further.

“My readings aren’t showing in the Vida app”

• Readings sync every 10 minutes.
• If they’re still missing, go to Settings > Check Connectivity on your meter to see if it’s online.

“My meter says I need to log in to the Philips Portal”

You won’t need to log in — your meter is already linked to your Vida account. If you see this message, email us at support@vida.com, and we’ll get it sorted for you.

“How can I track my shipping status?”

Contact Philips at 888-666-4530 or customercare@philips.com for updates on your delivery or future refills.

📞 Need More Help?

Contact Philips Support directly for help with your meter:

• 📱 Call: 888-666-4530 (Mon–Fri, 9 AM–9 PM Eastern)
• 📧 Email: customercare@philips.com

Contact Vida Support for help with your account:

• 📱 Call: 855-442-5885 (7 days a week, 8 AM–9 PM Eastern)
• In the Vida app:
  1. Tap ⚙️ Settings (top-right)
  2. Tap Help and Support
  3. Select Get Device Support or Contact Support
• Or email: support@vida.com

User Manual: