Tracky CGM Sensor Replacement Policy

Tracky CGM sensors will be replaced in the following cases:

• Applicator Unlock Failure
• Sensor Release Issue
• Premature Sensor Detachment
• Sensor Inactivity
• Reduced Data Collection Duration
• Persistent Low Glucose Readings for more than 72 hours, or when verified against blood glucose meter (BGM) readings three times at 15-minute intervals.
• Persistent High Glucose Readings levels for more than 72 hours, or when verified against BGM readings three times at 15-minute intervals.

Steps to Verify and Request a Replacement

1. Troubleshooting
2. 
   

• Ensure the sensor is properly applied and secure.
• Restart the Tracky Health app and check for connectivity issues.
• Confirm that the transmitter has been connected correctly.
• Compare sensor readings with a standard blood glucose meter(BGM).
• Ensure the transmitter has sufficient charging before attaching.

1. Contact Customer Support
2. 
   

• If the issue persists, reach out to Tracky CGM Customer Support via chatbot, phone, email, or the official support portal.
• Provide the serial number of the faulty sensor and describe the issue.
• Follow any troubleshooting steps suggested by the support team.

1. Request a Replacement
2. 
   

• If the sensor is confirmed to be faulty, the support team will guide you through the replacement process.
• You may be required to submit proof, such as photos of the sensor, error messages, or glucose readings.
• Upon approval, a replacement sensor will be dispatched.

Usage Disclaimer

Tracky CGM sensors shall be used only with the Tracky Health App for activation and data retrieval. Tracky shall not be liable for any loss, damage, or incorrect readings displayed by Tracky CGM sensors if used with unauthorized applications or sources for activation, usage, or data retrieval.

Tracky CGM Transmitter Replacement Policy

Tracky CGM transmitters will be replaced under the following circumstances:

1. Connectivity Issues
2. Battery Charging and Performance Issues
3. Data Synchronization Challenges
4. Transmitter Detachment

Steps to Verify and Request a Replacement

1. Troubleshooting

Before requesting a replacement, follow these steps:

1. Ensure the transmitter is properly connected to the sensor and the monitoring device.

• Check the alignment and attachment between the transmitter and sensor.

1. Verify the transmitter’s charge level and ensure it is correctly placed in the charging stand while charging.

• Check that the transmitter is charging correctly and retains charge as needed.

1. Restart both the transmitter and mobile device to refresh the connection.

• This will help clear temporary connection or syncing issues.

1. Ensure Bluetooth is enabled on both the transmitter and mobile device.

• Check the signal strength and proximity between the transmitter and device.

1. Confirm that the data syncs correctly with the monitoring application.

• If the data is not updating in the app, it may be an issue with data transmission.

2. Contact Customer Support

If the issue persists after troubleshooting, follow these steps:

1. Reach out to Tracky CGM Customer Support via:

• Chatbot on the Box.
• Phone or Email.
• Official Support Portal.

1. Provide the serial number of the faulty transmitter and a detailed description of the issue.
2. Follow any troubleshooting steps suggested by the support team.

• The support team may provide additional troubleshooting instructions.

3. Request a Replacement

If the transmitter is confirmed to be faulty:

1. The support team will guide you through the replacement process.
2. You may be required to submit proof, such as:

• Photos of the transmitter and any error messages.
• A description of the issue or screenshots/logs from the monitoring app.

1. Upon approval, a replacement transmitter will be dispatched to you.

Usage Disclaimer

• Tracky CGM transmitters are intended to be used only with the Tracky Health App for activation and data retrieval. Tracky shall not be held liable for any loss, damage, or incorrect readings if the transmitters are used with unauthorized applications or sources for activation, usage, or data retrieval.