Contact Us

Contact Us

Contact Us

We stand behind every single statement made on our website, including but not limited to statements regarding our products and services, etc. Please do not hesitate to contact us should you have any questions or concerns. We always enjoy hearing from you!

Contact Email: support@sibionics.com
Contact Phone: +86 13423987027
Live Chat Options (For urgent inquiries, please contact us during service hours)

Outside of our service hours, you may leave a message through the live chat or social media inbox. We will get back to you as soon as we see your message.
Office Address：6/F MANULIFE PLACE 348 KWUNTONG RDKL，HONG KONG

Friendly Reminder

How to proceed with after-sale services? (i.e data accuracy, fall off)

Please keep the sensor on if possible and contact our customer service for troubleshoot promptly if you have an issue.

To better assist you, please send us the following information that applicable:

A screenshot of the app platform displaying the error message
For issues regarding accuracy - 2 sets of data comparison photos (Please email us for "how to compare" in details).
LT/AA (for cgm) number or connection code of the sensor (This is extremely important for replacement as we replace 1 sensor for each code provided)
A photo of the application site to see if properly applied (where the sensor is worn on your arm)
A photo of the sensor to check the soft needle/probe/electrode status if already removed
A photo that showing the small hole on the sensor to see if improperly assembled
Your order ID

Disclaimers

The pictures and images are for illustration purpose only, and may differ in appearance from the actual product.

The CGM System is intended to be used by patients：

①3 years and older with Type 1 or Type 2 Diabetes Mellitus in select countries

②18 years and older with Type 1 or Type 2 Diabetes Mellitus in other countries

For country-specific indications, please contact: support@sibionics.com

δ MARD(Mean Absolute Relative Difference) is a standard way to measure CGM accuracy. For the CGM system, the MARD value is 8.7% in children and adolescents aged 3–17, and 8.83% in adults aged 18 and older.

▫The Sensor is water-resistant and can be worn while bathing, showering, or swimming. Note:DO NOT immerse the Sensor deeper than 1 meter (3 feet) or for longer than 1 hour.

₼Do a blood glucose test if you think your glucose readings are not correct or do not match how you feel. Do not ignore symptoms that may be due to low or high glucose.ǁKeep the Sensor and display device within 6 meters (20 feet) with no obstacles (such as walls or metal) between them, otherwise communication may be compromised.

ΔTo receive alarms, the App needs to be operating in the background.

◊◊The SIBIONICS app stores the last 90 days of your glucose data. For glucose data older than 90 days, please contact our customer support team.

♮The smartphone app runs on both Android and Apple smart devices. For supported smart devices, go to https://www.sibionicscgm.com/pages/mobile-device-compatibility.

ღThe initial activation requires scanning, after that, glucose reading is updated every 5 minutes via Bluetooth.

☽Readings will start being performed after the 1-hour Sensor warm-up has passed.

◁Invite a friend to view your sensor glucose readings and trending graphs, or follow other’s glucose readings and trends.

‥ AGP(Ambulatory Glucose Profile) needs at least 5 days of glucose data.

※Work with your professional healthcare team to put together a plan for managing your diabetes that includes when to use the CGM System information for making treatment decisions.

◑The CGM System must be removed prior to MRI, X-ray examination, CT scan, or diathermy treatment.

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