FAQ

Can I get help setting up my MyTelcare.com account? Back to top ^

If you need help setting up your account, if you never received a confirmation email or phone call, or need any other kind of assistance, please call Telcare customer support at 877-777-4710.

Do I have to meet certain conditions to use MyTelcare.com or the Telcare BGM? Back to top ^

No. As long as you are able to use the device then you can use both MyTelcare.com and the Telcare BGM.

How do I find my Patient ID? Back to top ^

Your Patient ID is at the top of the screen on all of the MyTelcare.com pages.

How do I save my login information? Back to top ^

You can save your login information using your web browser’s built-in login saving features.

What does the MyTelcare.com system do? Back to top ^

MyTelcare.com is a software system developed to help you monitor your BG. MyTelcare.com works together with a Telcare Blood Glucose Meter (BGM). The meter has a built-in cellular chip that automatically sends all BG results to MyTelcare.com’s secure server. MyTelcare.com’s secure server messages the meter back with objective feedback. Clinical coaching can be created by your HCP within their Portal (MyTelcare.com-Pro). HCP messages are sent to the meter, too. All readings can be viewed and analyzed by logging into https://mytelcare.com.

Do I need a Telcare BGM in order to obtain a MyTelcare.com username and password? Back to top ^

Yes.

How can I obtain a Telcare Blood Glucose Meter? Back to top ^

Call Telcare at 877-777-4710 to obtain information on ordering a Telcare BGM.

Do I need a Microsoft HealthVault username and password in order to send my data there? Back to top ^

Yes. Create a Microsoft HealthVault account here.

Do you share or sell my data to any advertisers or marketers? Back to top ^

Absolutely not. Your data is managed with the utmost respect and security. Please review our Privacy Policy to read more about the steps we take to protect your personal data.

Can I send my data to a PHR such as Microsoft HealthVault?? Back to top ^

Yes. You can send your data to an authorized Third Party such as Microsoft HealthVault. To link your accounts, visit your Personal Profile (after you’ve logged into http://mytelcare.com).

How do I order?? Back to top ^

You can shop online or call 877-777-4710 to order products using your credit card and/or insurance plan. Keep in mind insurance coverage may be limited. For orders requiring insurance payment, a customer associate will call you to confirm coverage and payment responsibilities.

Does my insurance cover the Telcare Blood Glucose Meter?? Back to top ^

Telcare Medical Supply is working with a broad range of health plans to increase product coverage. Currently, health plan choice is limited. However, we can look at billing your health plan as an out of network provider.

What is Telcare Medical Supply’s return policy?? Back to top ^

If for any reason you are not satisfied you can return any item within 30 days of shipment for a refund or an exchange.

What is Telcare Medical Supply’s return and exchange process?? Back to top ^

Once your returned item is received and accepted, your refund will be processed. For exchanges, meter shipments are sent immediately along with return packaging. Failure to return packages within 30 days will result in charging the customer the retail price of the meter.

How to prepare a return?? Back to top ^

Call 877-777-4710 to get a Return Authorization Code. Packaging will then be sent. Place return items in the package. Use the return label to ship the product back.

Which internet browsers are compatible with MyTelcare.com? Back to top ^

Tested browsers include Internet Explorer 8.0.7600 and 7.0.5730; Firefox 3.6.15 and 3.5.17; and Safari 5.0.4 and 5.0.5; Apple iOS 4.2.1; Google Android 2.2.1.

Can I use MyTelcare.com on my smartphone? Back to top ^

You do not need an iPhone or any other smartphone in order to fully utilize the standalone, cellular-enabled Telcare glucose meter or the MyTelcare.com Web Portal.

Users can view MyTelcare.com through mobile browsers that have been verified and validated to function properly: Apple iOS 4.2.1; Google Android 2.2.1. Additionally, iPhone users may download the Free MyTelcare Diabetes Pal iPhone App.

What types of Error Messages might occur and why? Back to top ^

Error messages might occur because of an incorrect username and password. They may also occur if you try to save details in your profile in the wrong format.

When would MyTelcare.com log me out? Back to top ^

After 10 idle minutes. This is a security precaution. You will be required to login again.

How do I maintain my software? Back to top ^

Software updates will automatically be installed on MyTelcare.com.

What do I have to do to send my data from the Telcare BGM to MyTelcare.com?? Back to top ^

Each BG is sent to MyTelcare.com automatically. All cellular service is provided to you for free; Telcare does not require users to sign any contracts.

The Telcare BGM’s embedded cellular technology enables it to connect to Telserve (MyTelcare.com) from any location with GSM coverage. For more information, we suggest visiting this GSM Coverage Map. All locations on the map that are colored in yellow or purple have GSM Coverage. Please note that the GSM Coverage Map is provided by a third-party source and its information is not guaranteed by Telcare.

For more details, please refer to the Telcare BGM user manual.

Do I have to save my BG data before I log out of MyTelcare.com?? Back to top ^

No. All data is saved automatically.

How do I know if my glucose data was received by MyTelcare.com? Back to top ^

“Data sent successfully” will display on your meter. If data was not received, “No data connection, Data will be stored” will display on your meter.

What happens if the Telcare BGM can’t find a signal to send the data to MyTelcare.com? Back to top ^

It will save the data. You can send this data at any time by going to Memory Recall in the meter. See Telcare BGM User Manual for instructions. The meter will calculate and save your BG data without a signal, just like a standard meter.

What happens if my Telcare BGM sends data while I’m logged into MyTelcare.com? Back to top ^

Refresh your browser to display the most recent readings.

Will my meter still work even though I haven’t activated my MyTelcare.com account? Back to top ^

Yes. Your meter will always work regardless of your connection with MyTelcare.com. MyTelcare.com is an accessory to your meter. It is not a requirement.

Do I have to answer messages that I receive on my Telcare BGM? Back to top ^

No. The system will work properly even if you do not respond to messages.

What data can I edit? Back to top ^

You can edit all of the biographical information listed in your User Profile. You cannot edit your glucose readings or reading tags. This may be a feature in an upcoming version.

How do I know if my BG readings are in the proper target range? Back to top ^

That should be determined in discussions between you and your HCP.

I don’t want to select a tag for my blood glucose reading. Will the BG data be sent to MyTelcare.com anyway? Back to top ^

Yes. If a BG reading doesn’t have a reading tag it will be displayed as “No Selection” within your MyTelcare.com portal.

Can I see the messages that have been sent to my Telcare BGM? Back to top ^

Yes. You can view your message history on MyTelcare.com by clicking the Messaging button. This is found on your dashboard.

What if I’m traveling between time zones with my Telcare BGM? Back to top ^

MyTelcare.com will recognize the time zone you are in automatically. It will save data accordingly.

Where can I read about your Privacy Policy? Back to top ^

At https://mytelcare.com. You can read about our strict Privacy Policy, including our dedication to HIPAA and protecting your data, using the links located on https://mytelcare.com.

What is .CSV format? Back to top ^

A comma-separated values (CSV) file is a textual representation of data. It can be viewed in any text editor or Microsoft Excel.

Which Internet browsers are compatible with the MyTelcare.com? Back to top ^

Tested browsers include Internet Explorer 8.0.7600 and 7.0.5730; Firefox 3.6.15 and 3.5.17; and Safari 5.0.4 and 5.0.5; Apple iOS 4.2.1; Google Android 2.2.1.

What happens to my data if I lose or damage my Telcare BGM? Back to top ^

Nothing. Even if you lose or damage your Telcare BGM, all data sent to MyTelcare.com will be available and secure.