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Philips Glucometer Internal Support Guide (FAQs, Error Codes, Troubleshooting, Etc)

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Axel Mora
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Overview

This article serves as Vida’s member services customer support guide for Philips Glucometers. 

Philips is a Dutch multinational technology company focused on improving people's health and well-being through innovation. Vida provides Philips branded (formerly BioTel) glucometers to qualifying members in the Whole Health program. See Device Eligibility Google Doc for full device criteria per PayOrg.

Vida sends the Philips Care ® BGM 4 to eligible members. The Philips Care ® BGM 4  model only uses Verizon network towers. The BioTel Care ® BGM 2.0 was the older model previously sent.

Who Handles (Tier 1 / Tier 2)

Tier 1 Information gathering and basic troubleshooting.
Provide Philips phone number for advanced troubleshooting, expediting supply refills, etc.
Tier 2 Escalate replacement or order requests.

 

Member-facing Resources

List all member knowledge base articles for self-service.

Vida Agent-facing Resources

List all available agent resources (KBs, government databases, etc).

Macros 

To use a macro on Zendesk, click “Apply macro” on the bottom left of the screen, search Macro sections or type in the name of the Macro you want to use, Click the Macro you’d like to apply. Changes will be made to the body and may include changes to the Subject line, environment, tags, and other Zendesk fields. 

Below is a list of Philips-related macros that are currently available.

English Macros

 

Device Support::Device Troubleshooting::Philips (Formerly Biotel) Glucometer Reset

“Hi {{ticket.requester.first_name}},​

Thank you for your ongoing patience on this issue. Since your glucometer is pre-registered and connected prior to delivery, we will have to reset that connection from our end. I've escalated this to my Device Ops team to complete this action step. The good news is you can continue to use the glucometer to make readings - you'll just need to manually enter those readings into the Vida App.

Once we hear back from the Device Ops team, we will provide an update. Let me know if you have any question during this time.”

Device Support::Device Troubleshooting::Philips (Formerly Biotel) BGM Reset Request Confirmation

“Hi {{ticket.requester.first_name}},​

Thank you for providing this information. We've gone ahead and requested a connection reset on your behalf. According to our Product Ops Team, the reset should take approximately 2 business days to complete. By then your glucometer should connect with the Vida App, and you should start seeing metrics syncing.

Until then, you can still use the glucometer for readings - only you'll have to enter those metrics manually in Vida. Please let me know if you have any questions and have a nice day!”

Device Support::Device Order Support::Philips (Formerly Biotel) Ordering Additional BGM Supplies - Test Strips and Lancets

“Hello {{ticket.requester.first_name}}​,

Thank you very much for contacting Vida Health Support!

Refills are sent for the Philips/BioTel Glucometer to you via a fulfillment algorithm setup by Philips. If you are running out before the Philips refill algorithm can catch this, please call Philips (888-666-4530, 9 AM-9 PM EST, M-F) and have them ship more strips and lancets as needed.

You will need to have the serial number of your meter for reference, it is located on the back of the meter and starts with the letter T.

Please let us know if you have any questions.”

Device Support::Device Troubleshooting::Philips (Formerly Biotel) BGM Escalation

“Hello {{ticket.requester.first_name}}​,

Thank you for your patience and I apologize for the inconvenience.

We have forwarded your request to Philips to look into this further. They should be calling you at the phone number you provided. If you do not hear from Philips, or need to be reached at a specific time, please feel free to call them at 888-666-4530 9 AM-9 PM EST, M-F.

Thanks again for your patience and please let us know if you have any further questions or concerns.

Have a great day!”

Device Support::Device Troubleshooting::Philips (Formerly Biotel) BGM Airplane Mode

“Hi {{ticket.requester.first_name}},

Please make sure the meter is not in airplane mode. You can check by doing a long-press of the power button, a pop-up menu will appear with the following options: Power Off, Restart, and Airplane Mode / Silent, Vibrate, and Sound. Check to see if Airplane Mode is enabled, if it is please disable it.

Let us know if you have further questions!”

Device Support::Glucometer:: Glucometer Refill (Philips, BioTel, or unknown)

“Hi {{ticket.requester.first_name}},

My name is {{ticket.assignee.first_name}} and I’m with the Vida Support Team!

Thanks for asking about refills for your Glucometer. Since Vida does not process Glucometer supplies, there are a few next steps outlined below that will depend on the specific device you're using.

If you’re using a Philips (formerly BioTel) Blood Glucose Monitor, refills are sent to Philips users via a fulfillment algorithm setup by Philips. If you run low before the Philips refill algorithm catches this, you’ll need to contact Philips at 888-666-4530, 9 AM to 9 PM EST, Monday through Friday. They’ll be able to provide you with the refills needed.

If Philips has directed you to contact Vida or you're looking to refill your own device, we'll need to remove a block from your account. This will allow the refills to be processed to your pharmacy of choice. If you're using any device not supplied by Vida, please let us know so that we can have the block removed ASAP.

If you have any questions or feedback, please let us know. The support team is always happy to help whenever we can."

Device Support::Device Order Support::Philips Meter Order Received/Placed

“Hi {{ticket.requester.first_name}},

I can confirm your Philips glucometer order was received and is being processed for shipment. Please allow 7-10 business days for delivery, although orders often arrive sooner.

Your glucometer welcome kit will include test strips and lancets. After that, Philips calculates when you have used 80-90% of your existing strips and lancets and triggers an automatic refill order for these supplies. For assistance with tracking information related to this device or any future refills, Philips can be reached at 888-666-4530 (9 AM-9 PM EST, Monday-Friday)."

Device Support::Device Order Support::Philips (Formerly Biotel) Meter Not Working

“<p>Hello {{ticket.requester.first_name}}​,

Glucometers are sent and maintained by Philips. Please call Philips at 888-666-4530 (from 9 AM to 9 PM Eastern, Monday-Friday) to go over troubleshooting and repair options.

You will need to have the serial number of your meter for reference, it is located on the back of the meter and starts with the letter T.

If that doesn't resolve the issue, please let us know so that we can look into it further."

Device Support::Phillips::Philips Team Member Verification Request

“Hello,

We can confirm that this member [[is // is not]] currently eligible and actively enrolled in Vida.”

Device Support::Device Troubleshooting::Philips (Formerly Biotel) Glucometer Reset (Alternative/Shorter Version)

“Hi {{ticket.requester.first_name}}​

Thank you for your ongoing patience on this issue. Since your glucometer is pre-registered and connected to the Vida app prior to delivery, we will need to reset the connection on our side. Please manually log your readings during this time, as the reset will take 1-2 business days to complete. Once complete, you'll see your readings reflected on the Journey Screen."


Here are a few articles that might help:
- How to use Trackers to Log Metrics
- The Journey Screen Explained
Please let us know if you have any questions!”

Spanish Macros 

Spanish Macros::Philips (formerly Biotel) Glucometer Reset “Hola {{ticket.requester.first_name}}​,

Gracias por tu paciente espera con este inconveniente. Como tu glucómetro se registró y conectó antes del envío, tendremos que restablecer esa conexión desde nuestro lado. Derivé el caso al equipo de Operaciones de dispositivos para que haga este paso. La buena noticia es que puedes seguir usando el glucómetro para obtener lecturas, pero tendrás que ingresarlas a la app Vida de forma manual.

Una vez que tengamos una respuesta del equipo de Operaciones de dispositivos, nos comunicaremos contigo. Si entretanto tienes alguna pregunta, no dudes en avisarme.”

Spanish Macros::Philips (Formerly Biotel) BGM Reset Request Confirmation “Hola {{ticket.requester.first_name}}​,

Gracias por brindarnos esa información. Solicitamos que se restableciera la conexión por ti. Según nuestro equipo de Operaciones de dispositivos, ese proceso demora 2 días laborales. Para ese momento, tu glucómetro debería conectarse con la app Vida y comenzarías a ver la sincronización de las mediciones.

Hasta entonces, puedes seguir usando el glucómetro para obtener las lecturas, pero tendrás que ingresarlas en Vida de forma manual. Avísame si tienes más preguntas. Que tengas un buen día.”

Spanish Macros::Response 2 for Philips (Formerly Biotel) Glucometer reset “Hola {{ticket.requester.first_name}}​,

Soy {{ticket.assignee.first_name}}​, de Vida Health.

Ya pedimos el restablecimiento de tu glucómetro. Este proceso demora entre 3 y 5 días laborales. Como mencionó [assigner's_name], puedes seguir registrando tus mediciones de forma manual hasta que hayamos restablecido tu glucómetro. Muchas gracias por tu paciencia.

No dudes en avisarnos si tienes más preguntas. Esperamos que termines bien el día.”

Device Support::Device Troubleshooting::Philips (Formerly Biotel) Glucometer Battery/Charging “<p>Hello {{ticket.requester.first_name}}​,

Thank you for reaching out and I'm sorry to hear that your meter has not been responding the way it's supposed to. We'd like to take some steps to narrow down the issue.

To start, can you try the following: Restart the meter by powering it down long-pressing the power button and selecting 'Power Off,' waiting for 30 seconds, then powering back up with another long-press of the power button.

If the device does not turn on when pressing the power button, the battery may not be fully charged. Using the provided AC charger, charge your device for at least 6 hours, then try turning on the device. Make sure to plug it into a tested and working power outlet.

Please note that using a charging cable other than the one that came with the device can lead to device issues, so please always use the provided charger.

After that, please let us know if the issue still persists. We'll be standing by to look into this further.”

Device Support::Device Troubleshooting::Philips (Formerly BioTel) Care Meter Connectivity Troubleshooting “Hi {{ticket.requester.first_name}}​,

Thank you for contacting Vida Health! I'm sorry to hear you're having issues with your Philips Care meter connectivity. Please click the link below for an article from our help center that might help.

Philips Glucometer Help

If that doesn't solve things, please let us know and we can look into more options to help.”

Spanish Macros::Device Support::Device Troubleshooting::Philips (Formerly BioTel) Glucometer Battery/Charging “<p>Hola {{ticket.requester.first_name}}​,

Gracias por comunicarte. Lamento que tu medidor no funcione como debería.

Me gustaría enviar este problema a nuestro equipo de Operaciones de dispositivos para que procesen la sustitución. Pero, antes, quiero asegurarme de que sea un problema con la batería o si, por algún motivo, nos faltó un paso.

Abajo están las instrucciones para prender el dispositivo. Pulsar brevemente el botón de prendido enciende y apaga la pantalla. Mantener presionado el botón de prendido cuando la pantalla está encendida hace que aparezcan las opciones: Power Off (Apagar), Restart (Reiniciar) y Airplane Mode / Silent, Vibrate, and Sound (Modo avión / Silencio, Vibrar y Sonido).

Mantener presionado el botón de prendido cuando el dispositivo está apagado enciende el medidor.

Si el dispositivo no se enciende al pulsar el botón de prendido, quizá la batería no esté completamente cargada. Usa el cargador que te llegó con el dispositivo y cárgalo al menos 6 horas. Después, prueba a encenderlo. Asegúrate de conectar el cable a un enchufe que sepas que funciona.

Avísame si tienes más preguntas.”

Spanish Macros::Device Support::Device Order Support::Philips (Formerly Biotel) Meter Order Received [Spanish] “Hola, {{ticket.requester.first_name}}​:

Gracias por ponerte en contacto con nosotros. Confirmamos que hemos recibido tu orden del glucómetro Philips y que está siendo procesada para enviarse. Tu orden llegará entre 7 a 10 días hábiles, aunque es común que las órdenes lleguen antes de tiempo.

El kit de bienvenida de tu glucómetro incluye tiras reactivas y lancetas. Después, Philips calculará cuando hayas usado 80 a 90 % de las tiras y lancetas que tengas y automáticamente mandará una orden de resurtido para estos artículos. Si necesitas ayuda para darle seguimiento al envío de este aparato o a cualquier resurtido futuro, puedes contactar a Philips al 888-666-4530 (de 9 a. m. a 9 p. m., zona horaria del Este, de lunes a viernes).”

Error Codes & Troubleshooting

Error Message Explanation What to tell the Member
Meter Failure The meter had a technical error. Ask the member to turn the meter off, wait 30 seconds, then turn it back on.
Meter doesn't hold a charge The meter may not be charging properly. Instruct the member to plug in the meter using the included charger and let it charge for at least 6 hours. 
Used Strip Detected! Please insert a new strip A used or damaged test strip may have been inserted. Advise the member to try again with a new test strip and only apply blood when prompted on the screen.
Not Enough Blood or Not Enough Control Solution The sample applied wasn’t the right amount for a valid reading. Instruct the member to use a new strip and try again. Suggest gently massaging the hand toward the puncture site to form a drop of blood and avoiding squeezing too hard.
The temperature of the environment is too high or too low! The meter is outside the acceptable temperature range. Tell the member to let the meter rest at room temperature for at least 30 minutes before trying again.
Reading is below the minimum 20 mg/dL. It may be caused by meter failure. Please insert another test strip and take a new reading. The blood sugar reading was too low to detect. Ask the member to insert a new strip and try taking the reading again.
No network connection. Reading will be sent when a connection returns. The meter isn't currently connected to the server. Recommend that the member move to a different location, like near a window, for better signal. Share the Help Center article: Philips Glucometer Support Guide. Remind them the meter connects automatically using Verizon towers — no phone plan or WiFi needed. Have them check network connection using steps in the Connection Issues section below. 

If these steps do not solve the issue, have them contact Philips support at +1 (888) 666-4530 (M–F, 9 AM–9 PM EST) or customercare@philips.com. They will need to try all Philips guided troubleshooting steps before a replacement can be considered.

Connection Issues

As a majority of Philips Glucometer member issues are connection related, please perform the following steps to assist with these issues. 

1. Identify the Problem

Start by asking the member:

  • Do you see this message on the glucometer screen?
    •  “No network connection. Reading will be sent when the connection returns.”
  • Has the meter ever connected to the Vida app and sent readings before?

If yes to either, proceed to Step 2.

2. Check for Logged Readings in Vida

To confirm whether readings are being received:

  1. Go to Admin > Metric Points
  2. Enter the member’s email or UUID and click the magnifying glass icon
  3. Click Filter, and change from "please-fill-in" to Glucose
  4. Look for readings on dates when they should have occurred

If readings are not appearing, continue to Step 3.

3. Assess Signal Strength on the Meter

Ask the member to check how many bars of signal are showing on the meter. Use this guide:

Signal Bars Meaning What to Tell the Member
3+ Bars Strong connection "Your connection is strong, and your meter should send readings to Vida without issues."
1–2 Bars Weak connection "Your signal is weak, so the meter may not be sending readings to Vida."

If signal is weak or missing, continue to Step 4.

4. Troubleshoot Meter Connectivity

Walk the member through these steps in order:

  1. Check Connectivity Status
    • Open the Applications Menu, then tap Settings
    • Select Check Connectivity
    • If it says Connected to Telserve, the meter is connected
    • If not, continue below
  2. Improve Signal Location
    • Ask the member to move closer to a window or try another room
    • Confirm the meter shows at least 3 signal bars
  3. Disable Airplane Mode
    • Long-press the power button
    • Check for Airplane Mode
    • If enabled, turn it off
  4. Restart the Meter
    • Press and hold the power button
    • After restarting, stored readings will attempt to send every 15 minutes or after the next new reading

5. If Issue Persists

If the meter is still not sending readings:

  • Have the member contact Philips directly:
    • Phone: +1 (888) 666-4530 (Monday–Friday, 9 AM–9 PM EST). Note: Do not transfer calls. Transferred calls are recorded and can affect metrics.
    • Optional email: customercare@philips.com

6. If Philips Cannot Resolve the Issue

  • Let the member know you’re escalating the issue internally
  • Use the Support Ticket Escalated to Internal Team macro (customize as needed)
  • Complete the Device Order Request/Replacement Template macro
  • Escalate to Tier 2 for further investigation

FAQs/Scripting

FAQ Explanation What to Tell Member
How do I order refills for my Philips Glucometer? Glucometer welcome kits will include test strips and lancets. After that, Philips calculates when 80-90% of the existing strips and lancets have been used and triggers an automatic refill order for these supplies. Your glucometer welcome kit includes test strips and lancets. After that, Philips will automatically order refills when you have used 80-90% of your current supply. If you need help tracking the status of your order, you can reach Philips at 888-666-4530 (9 AM-9 PM EST, Monday-Friday).
A Philips agent told me that refills only support testing 2 times per day, what if I need to test more? The testing frequency won't affect the maximum number of refills for strips and lancets. Philips allows for up to 300 strips per order (6 boxes). The system will automatically reorder when approaching running out of strips. The testing frequency doesn't impact the refills. The system will automatically reorder when you approach using all 300 strips (6 boxes). If you run out before the refill system triggers, contact Philips at 888-666-4530 (9 AM-9 PM EST, Monday-Friday) or email customercare@philips.com for additional strips.
I am getting an inaccurate blood glucose reading. I have another one that I use and it appears to be 10% less than what I am seeing on Vida's glucometer. It is common for glucometers to show slightly different readings due to model and brand variations. The accuracy can vary by 10-15%. Differences in readings are common, and meters can vary by up to 10-15%. For example, if your reading is 115 mg/dL but your usual range is 85-100 mg/dL, it’s still considered within range.
How can I check the shipping status of my Glucometer? Orders typically take 7-10 business days but can arrive sooner. You can also check the device order sheet for tracking numbers upon request..  To track your glucometer or refills, you can call Philips at 888-666-4530 (9 AM-9 PM EST, Monday-Friday). Please allow 7-10 business days for delivery, though it often arrives sooner.
My meter won’t charge If the power charger doesn’t show a red light when plugged in, it could mean the outlet isn’t working or the charger isn’t receiving power. A blue light on the meter during charging indicates it’s receiving power, but it may take up to six hours for the battery to fully charge before the meter turns on. Please check if the power charger shows a red light when it’s plugged in. If you don’t see a red light, try using a different outlet you know works. If your meter shows a blue light while charging, go ahead and leave it plugged in for a full six hours. If it still doesn’t turn on after that, you’ll want to reach out to Philips for help at 888-666-4530.
My readings are not appearing in the Vida App The meter sends readings to the Vida app automatically every 10 minutes through its cellular connection. If readings aren’t appearing, it may be due to a temporary connectivity issue between the meter and the server. Your meter sends readings to the Vida app about every 10 minutes, so sometimes there may be a short delay. Please wait at least 10 minutes to see if the readings appear. If they still don’t show up, go to your meter’s settings by opening the Applications Menu and selecting the Settings icon, then choose 'Check Connectivity'—this will confirm whether your meter is currently connected to the server.
My BGM is not connecting. It's saying that I need to login into the Philips Portal. The glucometer is pre-registered to the member’s Vida account, so no setup is required. If there is a connection issue, escalate via a side conversation to #prodops_support, stating, “Philips meter will not connect. Member being directed to Philips portal.” Your meter is already set up and registered to your Vida account, so you shouldn’t need to log in or do anything to get started. If you're seeing a message asking you to log into a Philips portal, that could mean there's a connection issue. I’ll go ahead and escalate this to our internal team so we can take care of it for you.

Workflows

 

Responding to Emails from Philips

When receiving an email from Philips (vcm_clientservices@philips.com or  james.petrison@philips.com   ONLY).

  1. Confirm the Member’s Enrollment Status.
    • Check the member’s status via Admin and B2B portal.
    • Verify that they are active and enrolled in Vida.
  2. Use the Philips Team Member Verification Request Internal Template macro, thi swill add an internal note where you will need to fill out the following:
    • UUID:
    • Team Code:
    • Org:
    • Is the member still enrolled in Vida? (Yes/No):
  3. Submit ticket as “Open” to apply the template.
  4. Respond to Philips team using the Philips Team Member Verification Request macro to verify if the listed member is eligible and active in Vida. If the Philips agent asks for more information, such as the member's date of birth or phone number, include that in your response.
  5. Please note james.petrison@philips.com  is also an approved contact for philips

Auto-Orders

Philips meters may be automatically shipped to some members based on their org and current Vida Product Operations (ProdOps) processing standards. If members tell support they don’t want these devices, follow these steps.

  • Member will need to let Member Services team know they do not want to keep or plan to use the device.
    • If box is unopened, member may RTS for credit on Vida invoice.
  • Member Services team should notify prodops vida a side-conversation to #prodops_support stating that the member does not want the device and it will need to be disconnected.
  • ProdOps Device team will email Philips with member UUID for removal from eligibility for auto supply refills.
  • Philips will share details on their partnership charity which accepts and refurbishes BGMs and unused supplies (TBD)

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