What are error codes?

If an error occurs, you will receive a pop-up message in your app to describe the error and what you need to do to fix it. If you continue to receive error code messages, please visit our Support Center to Submit a Request form or call our European toll-free number +80008250883 or 008000825033.

To see your Error Codes, open your Supersapiens app, click on the Profile tab and click on the Error Code Log under Settings.

Links to details on every error are listed below:

  • Already paired
  • There was an error applying the biosensor
  • Biosensor not compatible
  • The biosensor was removed
  • Try scanning again
  • Your biosensor has ended
  • Not your paired sensor
  • Temperature too low
  • Temperature too high
  • We encountered an internal error
  • No scan detected
  • Biosensor not compatible
  • Check your biosensor
Biosensor warming up
Error Name:
In Warmup
Description:
This error occurs when you try to scan a sensor that is warming up. Please allow the sensor 60 minutes to warm up after being attached to your skin. If this issue persists, please contact support.
We encountered an internal error
Error Name:
Internal Error
Description:
This error occurs due to an internal Apple or android bug. If the issue persists, you may have to restart your phone to remedy the issue. If it still does not resolve, please contact us.
Temperature too high/low
Error Name:
Temperature too low
Description:
This error occurs when the temperature becomes too high/low for the biosensor to function. If this issue persists in normal environments, please contact support.
Not your paired sensor
Error Name:
Not Active
Description:
This error occurs when you attempt to scan the biosensor as a glucose snapshot or to fill in missing readings before you pair the biosensor. To pair the biosensor, tap “Pair New Biosensor” or "Pair New Device" on the app.
365: Your biosensor has ended
Error Code:
365
Error Name:
Terminated, Expired
Description:
Biosensors only last 14 days, and this issue notifies you that the sensor will no longer emit glucose readings and it’s time to pair a new sensor. If this error occurs within 14 days of pairing your sensor, please contact support.
366: The biosensor was removed
Error Code:
366
Error Name:
Removed
Description:
This error occurs when the biosensor is detached from your body. Please attach a new biosensor.
366: There was an error applying the biosensor
Error Code:
366
Error Name:
Insertion Error
Description:
There was an issue applying the biosensor to your arm. You will need to remove the biosensor and apply a new one. If you experience this issue, please contact support.
367: Biosensor not compatible
Error Code:
367
Error Name:
Not Compatible
Description:
This error occurs when you attempt to pair an incompatible sensor. Please make sure you have installed the correct app and have the most updated version.
372: Already Paired
Error Code:
373
Error Name:
Already Started
Description:
This error occurs when you try to pair a sensor that is already paired with your phone. Please give the sensor 60 minutes to warm up once applied to your skin, and contact us if there are any further issues.
379 & 373: Try scanning again
Error Code:
379 & 373
Error Name:
Temporary Problem, Response Corrupt, RF Error
Description:
This error can occur due to NFC or Bluetooth connection errors, or can just be the result of normal sensor calibration. It generally subsides within a few minutes and lasts at most an hour. If the issue persists for over an hour, please contact support.
380: Check your biosensor
Error Code:
380
Error Name:
Check your biosensor
Description:
This error can occur for a variety of reasons, but in general, it is a temporary error that resolves itself within a few minutes. Please wait a few minutes and try scanning again.
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