Need help with your sensor? Fill in our quick Online Sensor Support form.

A member of our Customer Service team will then get in touch to help.

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Support for your FreeStyle Libre 2 system

Below is a useful guide outlining useful tips for you and your journey with the FreeStyle Libre 2 system

Receiving the signal loss alarm?
Need to report a sensor?
Useful tips for sensor wear
Setting up the FreeStyle LibreLink app
Receiving the signal loss alarm

If switched on, the Signal Loss Alarm notifies you if your sensor has not communicated with the app for 20 minutes and you are not receiving Low or High Glucose Alarms.

smartphone compatibility guide

If you receive the signal loss alarm, follow these steps to reconnect your sensor:

Keep your smartphone in range

20 feet of you, unobstructed

Scan the sensor
Try turning Bluetooth OFF then ON again
Try turning your phone OFF then ON again
Need to report a sensor?

If you need help with your FreeStyle Libre 2 sensor, discover our Online Sensor Support Service here.

This new and improved customer service makes it quicker and easier for you to get the support you need. Fill in a short form at a time that’s convenient for you and a member of our customer support team will be in touch to help.

Please quote product serial number when reporting a sensor.

Useful tips for sensor wear

Sensors stick better when you wash, clean, and dry your skin before application. See below for a diagram or download the Useful Tips for Sensor Wear guide to learn more.

WASH

Only use non-moisturising, fragrance free soaps to wash the area where you'll apply the sensor

CLEAN

Use an alcohol wipe to clear any oily residue

DRY

Allow your skin to fully dry before
applying the sensor. This is especially
important if you plan to apply the sensor
after you shower or swim

Setting up the FreeStyle LibreLink app

The FreeStyle LibreLink app is compatible with certain iPhone and Android phones.

Click below to download our step by step guide.

Woman with a FreeStyle Libre 2 sensor setting up th FreeStyle LibreLink app on a smartphone

Important Information Regarding iOS 17

As part of the upcoming iOS 17 release, Apple® is introducing StandBy Mode and Assistive Access Mode. We wanted to bring this to your attention as these features may impact your experience with your FreeStyle LibreLink or FreeStyle Libre 3 app◊◊ if you choose to upgrade to iOS 17.

I heard Apple will be releasing iOS 17 soon. Are your apps compatible with the iOS 17 update?

We’re aware of the iOS 17 release by Apple and plan to update the Compatibility Guide as soon as iOS 17 is verified for compatibility with our apps. We always recommend checking the Compatibility Guide before updating your phone’s OS.

What should I do if I am running an operating system or using a phone that is not listed on the Compatibility Guide?

If you are using an operating system or phone that is not listed on the Compatibility Guide, it’s important to note that some functionality such as glucose alarms1 and data sharing2 may not work on phones or operating systems that have not been evaluated or have been deemed incompatible.

We recommend displaying automatic operating system updates on your mobile device.

Please visit our User Manuals page for future Compatibility Guide updates.
 

1. Notifications will only be received when alarms are turned on and the sensor is within range of the reading device. You must enable the appropriate settings on your smartphone to receive alarms and alerts, see the FreeStyle LibreLink or FreeStyle Libre 3 User’s Manual for more information.

2. The user’s device must have internet connectivity for glucose data to automatically upload to LibreView and to transfer to connected LibreLinkUp app users.

When will the FreeStyle LibreLink or FreeStyle Libre 3 app be compatible with new operating systems?

We are regularly evaluating and verifying compatibility with newer operating system versions with the FreeStyle LibreLink and FreeStyle Libre 3◊◊ apps.

When a new operating system has been released by Android or Apple, our teams work as quickly as possible to verify and confirm compatibility.

Once a new operating system version is verified to be compatible, it will be published in our Compatibility Guides. Please check the Compatibility Guide before installing a new operating system version on your smartphone.
 

◊ The FreeStyle LibreLink app is only compatible with certain mobile devices and operating systems. Please check our website for more information about device compatibility before using the app. Use of the FreeStyle LibreLink app may require registration with LibreView.

◊◊ The FreeStyle Libre 3 app is only compatible with certain mobile devices and operating systems. Please check our website for more information about device compatibility before using the app. Sharing of glucose data requires registration with LibreView.

Are there specific updates/features being introduced with iOS 17 that will impact my ability to use the FreeStyle LibreLink or FreeStyle Libre 3 app?

Yes. There are two new features being introduced with iOS 17 that will impact your ability to use the FreeStyle LibreLink and FreeStyle Libre 3◊◊ apps.

New iOS 17 features:

  • StandBy Mode
  • Assistive Access Mode
     

◊ The FreeStyle LibreLink app is only compatible with certain mobile devices and operating systems. Please check our website for more information about device compatibility before using the app. Use of the FreeStyle LibreLink app may require registration with LibreView.

◊◊ The FreeStyle Libre 3 app is only compatible with certain mobile devices and operating systems. Please check our website for more information about device compatibility before using the app. Sharing of glucose data requires registration with LibreView.

What is the StandBy Mode feature being introduced with iOS 17?

StandBy Mode is a new feature with iOS 17 that activates the iPhone lock screen when it is charging and positioned on its side. The mode may impact your ability to receive time – sensitive notifications such as glucose alarms1 and alarms unavailable notifications1 Sensor ends in 3 days, 1 day, Sensor has ended notifications from the FreeStyle LibreLink and FreeStyle Libre 3◊◊ apps.
 

1. Notifications will only be received when alarms are turned on and the sensor is within range of the reading device. You must enable the appropriate settings on your smartphone to receive alarms and alerts, see the FreeStyle LibreLink or FreeStyle Libre 3 User’s Manual for more information.

◊ The FreeStyle LibreLink app is only compatible with certain mobile devices and operating systems. Please check our website for more information about device compatibility before using the app. Use of the FreeStyle LibreLink app may require registration with LibreView.

◊◊ The FreeStyle Libre 3 app is only compatible with certain mobile devices and operating systems. Please check our website for more information about device compatibility before using the app. Sharing of glucose data requires registration with LibreView.

I’ve updated my operating system to iOS 17, and plan to use StandBy mode. Is there anything I need to do to ensure I receive glucose alarms and alarms unavailable notifications from the FreeStyle LibreLink or FreeStyle Libre 3 app?

If you plan to use StandBy mode, it’s important to configure your phone settings correctly to show notifications when using StandBy mode. Follow the steps below to ensure you continue to receive time-sensitive notifications.

StandBy Mode:

  • On your iPhone tap Settings
  • Tap StandBy
  • Turn ON Show Notifications

What is the Assistive Access feature being introduced with iOS 17?

The Assistive Access mode is a new feature with iOS 17 that distills apps and experiences to their essential features to lighten the cognitive load for people with disabilities.

At this time, we do not recommend using this mode when using your FreeStyle LibreLink or FreeStyle Libre 3◊◊ app as it will impact your ability to activate a Sensor and make changes to the app settings that could affect alarm1 behavior.
 

◊ The FreeStyle LibreLink app is only compatible with certain mobile devices and operating systems. Please check our website for more information about device compatibility before using the app. Use of the FreeStyle LibreLink app may require registration with LibreView.

◊◊ The FreeStyle Libre 3 app is only compatible with certain mobile devices and operating systems. Please check our website for more information about device compatibility before using the app. Sharing of glucose data requires registration with LibreView.

1. Notifications will only be received when alarms are turned on and the sensor is within range of the reading device. You must enable the appropriate settings on your smartphone to receive alarms and alerts, see the FreeStyle LibreLink or FreeStyle Libre 3 User’s Manual for more information.

I’ve turned ON Assistive Access mode on my iPhone and my FreeStyle LibreLink or FreeStyle Libre 3 app is no longer functional. What should I do?

At this time, we do not recommend using this mode when using your FreeStyle LibreLink◊ or FreeStyle Libre 3◊◊ app as it will impact your ability to activate a Sensor and make changes to the app settings that could affect alarm1 behavior.

If you’ve turned Assistive Access mode ON, you will need to turn this feature to the OFF position to ensure your FreeStyle LibreLink or FreeStyle Libre 3◊◊ app works as expected.

How to Turn OFF Assistive Access mode:

  • Triple click the power button on the side of your iPhone
  • Enter Assistive Access Passcode
  • Allow your phone to exit Assistive Access mode
     

◊ The FreeStyle LibreLink app is only compatible with certain mobile devices and operating systems. Please check our website for more information about device compatibility before using the app. Use of the FreeStyle LibreLink app may require registration with LibreView.

◊◊ The FreeStyle Libre 3 app is only compatible with certain mobile devices and operating systems. Please check our website for more information about device compatibility before using the app. Sharing of glucose data requires registration with LibreView.

1. Notifications will only be received when alarms are turned on and the sensor is within range of the reading device. You must enable the appropriate settings on your smartphone to receive alarms and alerts, see the FreeStyle LibreLink or FreeStyle Libre 3 User’s Manual for more information.

References & Disclaimers 

Images are for illustrative purposes only. Not real patient or data.

◊ The FreeStyle LibreLink app is only compatible with certain mobile devices and operating systems. Please check the website for more information about device compatibility before using the app.Use of FreeStyle LibreLink requires registration with LibreView.

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