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What does it mean if I see “Scan Error” while using my FreeStyle Libre 3 Plus sensor?

The “Scan Error” display message might mean that your smartphone or reader was unable to scan your FreeStyle Libre 3 Plus sensor.
 

 What you can do:

iPhone

Tap the scan button and try scanning the sensor again. The NFC (Near Field Communication) antenna is on the top edge of the phone. Scan your sensor by touching the sensor with the TOP of your phone.

Move your phone around slowly if needed. Proximity, orientation, and other factors can affect NFC performance. For example, a bulky or metallic case can interfere with the NFC signal.

If the “Scan Error” display message persists after repeated attempts of scanning: Please complete the quick and convenient online sensor support request form, or contact Customer Care. Customer Care is available at 1-855-632-8658 7 Days a week from 8AM to 8PM Eastern Time; excluding holidays.
Android

Try scanning the sensor again. The NFC (Near Field Communication) antenna is located on the back side of most Android phones. Scan your sensor by touching the sensor with the BACK of your phone.

Move your phone around slowly if needed. Proximity, orientation, and other factors can affect NFC performance. For example, a bulky or metallic case can interfere with the NFC signal. Make sure you are not touching any buttons on the phone or the screen.

If the “Scan Error” display message persists after repeated attempts of scanning: Please complete the quick and convenient online sensor support request form, or contact Customer Care. Customer Care is available at 1-855-632-8658 7 Days a week from 8AM to 8PM Eastern Time; excluding holidays.
Reader

Try scanning again. You may need to move away from potential sources of electromagnetic interference.

If the “Scan Error” display message persists after repeated attempts of scanning: Please complete the quick and convenient online sensor support request form, or contact Customer Care. Customer Care is available at 1-855-632-8658 7 Days a week from 8AM to 8PM Eastern Time; excluding holidays.
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Tandem Diabetes Care, the Tandem logo, Control-IQ and t:slim X2 are either registered trademarks or trademarks of Tandem Diabetes Care, Inc. in the United States and/or other countries.

Important Safety Information for Tandem t:slim X2 insulin pump: RX ONLY. The t:slim X2 insulin pump with Control-IQ technology is indicated for patients with type 1 diabetes, 6 years and older.

BOXED WARNING: Control-IQ technology should not be used by people under age 6, or who use less than 10 units of insulin/day, or who weigh less than 55 For full safety information, visit http://tandemdiabetes.com/safetyinfo.

t:connect Mobile App: The t:connect mobile app is intended to be a secondary display for compatible Tandem Diabetes Care insulin pumps and is capable of wirelessly uploading pump data it receives into the t:connect web application. The t:connect mobile app is not intended to control an insulin pump and is not intended to be a replacement for the information displayed on your insulin pump. Dosing decisions should not be made based on the secondary display device. The user should follow instructions on the continuous glucose monitoring system and insulin pump. This secondary display device is not intended to replace self-monitoring practices as advised by a physician.

♢ Eligible patients will receive one (1) FreeStyle Libre 2 Plus sensor or (1) FreeStyle Libre 3 Plus sensor for users with a compatible mobile phone operating system at $0 copay. The expiration date of the voucher is 60 days from the issue date. This program is available for patients with Type 1 diabetes or Type 2 diabetes or gestational diabetes. Patients ages 18 and older are eligible to sign up and receive an offer for the (1) FreeStyle Libre 2 Plus sensor or (1) FreeStyle Libre 3 Plus sensor. Patients ages 2–17 are eligible to receive an offer for the (1) FreeStyle Libre 2 Plus sensor or (1) FreeStyle Libre 3 Plus sensor through their parent or guardian. This offer is void where prohibited by law. Abbott may modify or rescind this offer at any time without notice. The discounts are not available to beneficiaries of Kaiser Permanente, Medicare, Medicaid or other federal or state healthcare programs, residents of Massachusetts, or US territories (other than Puerto Rico). The free (1) FreeStyle Libre 2 Plus sensor or (1) FreeStyle Libre 3 Plus sensor is provided as a sample and is limited to one sample per eligible person per product identification number. The FreeStyle Libre 2 Plus sensor or FreeStyle Libre 3 Plus sensor cannot be re-sold, traded nor submitted to any third-party payer for reimbursement and is not provided as any inducement for future purchases. The free sample card is not health insurance.
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Important Safety Information

Product for prescription only, for Important Safety Information please visit FreeStyleLibre.us

The circular shape of the sensor housing, FreeStyle, Libre, and related brand marks are marks of Abbott. Other trademarks are the property of their respective owners.

No use of any Abbott trademark, trade name, or trade dress in this site may be made without prior written authorization of Abbott Laboratories, except to identify the product or services of the company. 

This website and the information contained herein is intended for use by residents of the United States.

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