FAQs, TECHNICAL SUPPORT, AND PATIENT RESOURCES

Q. What do I do if I have trouble installing the app?

First, be sure you have a good Internet connection. If you are still having difficulty installing the app, contact Sanofi Customer Service at (800) 633-1610.

Q. What do I do if I cannot activate the dose plan?

First download the app from the app store. If you cannot find the app in the app store, make sure you are using a supported phone model and operating system.

Your healthcare provider then must create your dose plan and send to you a text message to activate your dose plan.

To receive the activation text link from your healthcare provider, check to make sure that you have cellular network service.

Q. What do I do if I get an error in the activation message?

Any error message you see during activation should provide helpful instructions on how to proceed. For example, if the message tells you that your activation link has expired, you should ask your healthcare provider to send a new link.

Q. What do I do if I receive several activation links?

If you receive several activation links, use the most recent link, because it will include your latest dose prescription from your healthcare provider.

Q. What do I do if the activation text has expired?

If you do not follow the link in the text within 24 hours of receiving it, the link to start My Dose Coach will expire. Ask your healthcare provider to resend your dose plan. You will receive it as a new text link. 

Q. What is the difference between blood glucose and fasting blood glucose?

Blood glucose (sugar) is what you monitor and check throughout each day to manage your diabetes. Your fasting blood glucose level is what you measure when you have not eaten or had a drink containing sugar for at least 8 hours. You measure your fasting blood glucose once each day, usually before breakfast.

Q. What do I do if I miss entering my fasting blood glucose or enter it late?

It is important to make sure that any fasting blood glucose reading is a true fasting blood glucose reading. This means you must have not eaten or had a drink containing sugar for at least 8 hours. A fasting blood glucose value may be entered via the home screen of the app at any point during the day up until you record your daily insulin dose. If you do not measure your fasting blood glucose for the day or forget to record it, you cannot “backfill” it the next day. You should wait until the next day and be sure to record that day’s value then. My Dose Coach works best if you measure and record your fasting blood glucose and insulin dose every day.

Q. Can I change a value for fasting blood glucose once I enter it?

Once you enter your fasting blood glucose value for the day, you may edit this value using My Dose Coach’s home screen. You may edit your fasting blood glucose value only up until the point you record your insulin dose for the same day.

Q. Can I change a value for insulin once I enter it?

Once you enter your insulin value for the day, you may edit this value using My Dose Coach’s home screen. You may edit your insulin value up until the end of the period during which you would take your usual dose, which is 3 hours after your usual dose time.

Q. What do I do if I miss entering my insulin dose or enter it late?

You should run My Dose Coach to get an insulin dose recommendation every day around your usual dose time. You are allowed a 6-hour period to record your basal insulin injection information―3 hours before or 3 hours after the time you and your healthcare provider have set.

If you miss an insulin dose or forget to record your dose during the 6-hour period, follow your healthcare provider’s instructions for a missed dose.

Q. What happens if I do not take the full number of insulin units?

Follow your healthcare provider’s dose plan recommendation. Always enter into the app the exact amount of insulin that you took. It is important that you enter how much insulin you actually took, since the app uses this information to provide you with safe daily dose recommendations. 

Q. Does my smartphone need to have Internet access in order to use My Dose Coach?

Yes. For safety reasons, each time you use My Dose Coach, the app checks to make sure your dose plan is up to date and that your phone’s clock is accurate. Make sure you have a cellular or Wi-Fi connection when you launch My Dose Coach.

Q. What do I do if my phone or operating system is not supported?

For safety reasons, only those phone models and operating systems listed in this document as supported are approved for use. If your phone or operating system is older than the earliest supported model or operating system, the app will not be available in the app store. My Dose Coach can be used with iPhone models 4S and newer running iOS 9.2 or later, and it can be used with Android smartphones.

Q. Can I sync my blood glucose measurement device with the My Dose Coach app?

No, you must enter your blood glucose values directly into My Dose Coach.

Q. What should I do if I cannot access the app?

If for any reason you cannot access the app, a helpful message is displayed to explain the reason. Keep in mind that an active connection to the Internet (cell or Wi-Fi) is required to start the app and to ensure your dose plan is still active.

Q. What should I enter into My Dose Coach if my blood glucose meter shows an out-of-range low or high result for me?

If your blood glucose reading is extremely high or low and is out of range for your meter, follow the instructions provided with your blood glucose meter for out-of-range readings (for example, performing a retest). If the reading is confirmed, be sure to follow any instructions from your healthcare provider on how to treat your very high or low blood glucose values. My Dose Coach accepts blood glucose values between 20 mg/dL and 600 mg/dL. If your blood glucose meter reading is below this range, enter 20 mg/dL into My Dose Coach. If your blood glucose meter reading is higher than this range, enter 600 mg/dL into My Dose Coach. 

Q. Why should I use this app?

My Dose Coach offers you a tool to help you adjust your once-daily long-acting basal insulin based on your individualized dose plan created by your doctor so that you can work toward your target fasting blood glucose level.

Q. When shouldn’t I use My Dose Coach?

You should stop using My Dose Coach and contact your healthcare provider if you believe your dose plan is not working for you. My Dose Coach is not intended to replace your healthcare provider’s care or advice. Speak with your healthcare team if you have questions or concerns about your treatment.

Q. What should I do if I have questions about my fasting blood glucose readings or recommended insulin dose amounts?

If you have any questions or concerns, contact your healthcare provider.

Q.What do I do if I travel outside my time zone and want to stay on track with my dose plan?

If you intend to travel across multiple time zones, be sure to consult your healthcare provider about how to adjust your daily routine if needed. The My Dose Coach app will allow normal use of the app across 3 time zones. If, however, you travel across more than 3 time zones, My Dose Coach will detect this and prevent use of the app for 24 hours. This is a safety feature to prevent recommending your insulin doses too close together or too far apart.