Start by checking whether the Stelo app shows a current reading. If it does not, the issue is likely with Stelo or the sensor. If it does, check the connection between Stelo, Apple Health, and SkinnyRx.
If Stelo does not show a reading
- Make sure Bluetooth is turned on.
- Keep the Stelo app running and keep your phone near the sensor.
- Check the sensor status and write down any message shown in the Stelo app.
- Restart your phone and the Stelo app if needed.
If activation, pairing, readings, device alerts, or errors still do not work, contact Stelo Support. Keep your sensor serial number available. You can find it on the applicator or product box.
If the sensor fell off, stopped working, or appears damaged, contact the SkinnyRx support team. Share the exact Stelo message, the sensor start date, the serial number if available, and whether the sensor is still attached. Any replacement must be reviewed and is not guaranteed.
If Stelo shows readings but SkinnyRx does not
Glucose data goes from Stelo to Apple Health, then to SkinnyRx. It may take about three hours to appear.
Check that:
- Stelo can share Blood Glucose data with Apple Health.
- SkinnyRx has permission to read the needed Apple Health data.
- Your Metabolic Health plan is active.
For connection help, see How do I connect Apple Health?. If Apple Health shows the glucose data but SkinnyRx does not after the expected delay, contact the support team.
SkinnyRx does not show live readings or provide emergency glucose alerts. Use the Stelo app for current readings and device alerts.
Need more help?
Contact the support team. See How do I contact support?.