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

Question

Accepted Answer

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:

1. A screenshot of the app platform displaying the error message

2. For issues regarding accuracy - 2 sets of data compairson photos (Please email us for "how to compare" in details).

3. LE (for CKM) number or connection code of the sensor (This is extremely important for replacement as we repalce 1 sensor for each code provided)

4. A photo of the application site to see if properly applied (where the sensor is worn on your arm)

5. A photo of the sensor to check the soft needle/probe/electrode status if already removed

6. A photo that showing the small hole on the sensor to see if improperly assembled

7. Your order ID

Please note that if you contact us after 14 days of product use, we may not be able to fulfill your request as the sensor would have already been used for its intended service time. We appreciate your understanding.

Contact Us

After-sale Services

References & Disclaimers

*Images across all pages are for illustrative purposes only. Not real patients or data.

*The SiBio KS1 system is not intended for medical use. Please do not use this product as a substitute for medical equipment or medical consultation.

*The SiBio KS1 system is designed for people aged 18 and older.

*The SiBio CKM app is only compatible with certain mobile devices and operating systems. Please check our compatibility guide for more information about device compatibility before using the app.

*A 60-minute warm-up is required when pairing the KS1 sensor to the SiBio CKM app.

*In order to receive ketone data, please ensure the sensor is within 20 ft of your smartphone.

*Sensor is certified to withstand being submerged in water up to 3.3 feet deep for up to 1 hour.

*The SiBio CKM app stores the last 90 days of your ketone data. For ketone data older than 90 days, please contact our customer support team.