FAQs

ANSWERS to your frequently asked questions

MyThermo
MyTensio
MyGluco
MyOxy

QUESTIONS ABOUT SHIPPING AND RETURNS
Information about product fulfillment

GENERAL

Orders placed during the week will process within 24 hours and orders placed on the weekend will process the following Monday. Customers have two options for shipping: ground or expedited. Once an order has processed, ground shipping takes between 5 and 15 days, and expedited shipping is two days. When an order is placed, the customer will receive a confirmation number and can contact customer service with their order number if there any questions on a shipment or delivery date.

If you decide your BewellConnect device isn’t for you, BewellConnect will issue you a full refund on your purchase if you contact us within 30 days of purchase. To request a refund, contact BewellConnect Support by phone or email and the agent will issue you a return receipt; please send your product back in the original packaging and full working order (no damages). Product must be mailed within 5 days of the return receipt being issued. A refund will be issued once the product is received in our warehouse.

If you received you product and the package is damaged, please contact Customer Service within 2 days of receipt. Customer Service will issue a pre-paid return label and a replacement product will be issued; products must be returned within 10 days  of receiving the return label.

If your device has stopped working and is still under warranty please contact Customer Service by phone or email for troubleshooting assistance. If we find that your device is in fact defective while within the warranty period, we will issue you a pre-paid return label to send your product back and issue a replacement upon receipt of the faulty device.

QUESTIONS ABOUT MyThermo
Your non-contact thermometer

GENERAL

The MyThermo BW-CX10 is an infrared thermometer for precise and instant body surface and forehead temperature measurement for infants and adults without contacting the human body.

The measurement range is from 86°F to 109.4°F / 30°C to 43°C.
– Hi displays when the result is above 109.4°F / 43°C.
– Lo displays when the results is below 86°F / 30°C.

SETTING-UP

– Connect the USB cable of your device to your computer to charge the device. Once the charging is complete, you can unplug the cable.
– For the first use, please wait 10 minutes for the device to warm-up.
– Aim the device toward the temporal lobe or one side/temple of the forehead at a distance of 1-2 in / 2 – 5 cm. Press the measurement button of the device. Temperature is displayed immediately.
– Before each measurement, please make sure, your hair and any sweat has been removed from your forehead.
– You can then transfer your measurement to the BewellConnect application in one click by pressing the transfer button.
– Charge the device when the battery icon shows empty on the screen.

USING

Aim at the FOREHEAD, over the right temporal region, from a distance of about 1-2in / 2-5cm, press the thermometer’s measurement button and the temperature is instantly displayed. The reliability of the measurement cannot be guaranteed if the temperature is measured over another part of the body (e.g. arm, torso…).

Download and open the BewellConnect app and click on the MyThermo sub app. This will open to the reading screen. Make sure the Bluetooth on your phone is on. Take a temperature reading using MyThermo and then press the data button to sync the reading to the app. You will see the measurement appear on the screen, and then you can assign this to a profile.

TROUBLESHOOTING

Please observe the following before any temperature measurement to ensure a stable and reliable result:
– Push hair back away from the forehead.
– Wipe away any perspiration from the forehead.
– Avoid any drafts/significant air flow (e.g. from nasal canal, air conditioning…).
– The thermometer cannot be used if the display screen is switched off.
– Each time there is a significant change in the ambient temperature due to a change in environment, allow the MyThermo BW-CX10 to acclimate to this ambient temperature for at least 15 minutes before using it

Each time there is a significant change in ambient temperature due to a change in environment, you are advised to allow the MyThermo 15 to 20 minutes to acclimate to this ambient temperature before using it in order to obtain reliable and stable results. It is important to allow a one minute interval between two measurements.

Possible causes:
1. Bluetooth disabled
2. Incompatible smartphone or tablet.

Solutions:
1. Enable Bluetooth on your smartphone / tablet

QUESTIONS ABOUT MyTensio
Your blood pressure monitor

GENERAL

In 2013, the American Heart Association (AHA) defined a blood pressure classification shown in the table below.

AHA Blood Pressure

Your blood pressure is recorded as two numbers:
*Systolic blood pressure (the higher number) — indicates how much pressure your blood is exerting against your artery walls when the heart beats.

*Diastolic blood pressure (the lower number) — indicates how much pressure your blood is exerting against your artery walls while the heart is resting between beats.

Typically, more attention is given to systolic blood pressure (the top number) as a major risk factor for cardiovascular disease for people over 50. In most people, systolic blood pressure rises steadily with age due to the increasing stiffness of large arteries, long-term build-up of plaque and an increased incidence of cardiac and vascular disease. However, elevated systolic or diastolic blood pressure alone may be used to make a diagnosis of high blood pressure. And, according to recent studies, the risk of death from ischemic heart disease and stroke doubles with every 20 mm Hg systolic or 10 mm Hg diastolic increase among people from age 40 to 89.
IT IS RECOMMENDED THAT YOU CONSULT WITH YOUR PHYSICIAN IN ORDER TO DETERMINE
YOUR NORMAL BLOOD PRESSURE.

High blood pressure (HBP or hypertension) is when your blood pressure, the force of the blood flowing through your blood vessels, is consistently too high.

TROUBLESHOOTING

Possible causes:
1. Bluetooth disabled
2. Incompatible smartphone or tablet.

Solutions:
1. Enable Bluetooth on your smartphone / tablet

Possible causes:
1. Low Battery

Solutions:
1. Recharge the unit with the USB cable

Possible causes:
1. The cuff is not properly positioned or is not tight enough
2. The position was not correct during the measurement
3. You spoke, moved, or you were angry, excited, or nervous, during the measurement
4. Arrhythmia

Solutions:
1. Apply the cuff correctly and try again.
2. Reread “Measurement Modalities” and try again
3. Try again when you are calmer without talking or
moving during the test
4. The unit is not suitable for people with a serious
cardiac arrhythmia

USING

Position the monitor as explained in the manual – Launch the BewellConnect® application and click on My Tensio.
– Hit START on the screen (application) to start the measurement.
– The cuff will inflate automatically. The 3 blood pressure readings in a row are taken automatically.
The cuff inflates and deflates 3 times, following the procedure in the My Tensio application. Do not remove the cuff before the end of the 3 readings. The readings are sent automatically to the application via Bluetooth 4.0.
– The first 2 readings are displayed on the screen of the unit.
– The 3rd reading that appears on the screen is the average of the 3 readings.
– Once the readings are taken, the average of your three readings is also displayed on the application screen.
– Press the ON/START button again to turn the monitor off. If you forget, the unit turns itself off automatically after about 1 minute.

Use a soft, dry cloth to clean the unit. If necessary, use a cloth lightly moistened with tap water.
– Do not use alcohol, benzene, thinner, or other chemicals to clean the unit or cuff.
– Before any use, it is advisable to wash your hands. Do not wash or wet the cuff.
– Avoid placing the unit in direct contact with sunlight, high humidity, or dust.

QUESTIONS ABOUT MyGluco
Your blood sugar meter

GENERAL

This system is intended for use outside the body (in vitro diagnostic use) by people with
diabetes as an aid to monitoring the effectiveness of diabetes control. It is intended to be used for the quantitative measurement of glucose (sugar) in fresh whole blood samples from the finger, palm, forearm and upper arm.
It should not be used for the diagnosis or screening of diabetes, or testing on newborns. Alternative Site Testing, (palm, forearm, upper-arm, calf and thigh) should be used for testing only during steady-state blood glucose conditions.

The American Diabetes Association suggests the following targets for most non-pregnant adults with diabetes:
– A1C (also called glycosylated hemoglobin A1c, HbA1c or glycohemoglobin A1c): <7%
– Before a meal (preprandial plasma glucose): 80–130 mg/dl
– 1-2 hours after beginning of the meal (Postprandial plasma glucose): Less than 180 mg/dl

Source: American Diabetes Association (2016). Checking Your Blood Glucose.

More or less stringent glycemic goals may be appropriate for each individual. Please consult
your doctor to determine a target range that works best for you.

SETTING-UP

Before using your meter for the first time or if you change the meter battery, you should check and update these settings
ENTERING THE SETTING MODE
Start with the meter off (no test strip inserted). Press S.
1. Setting the date
The sequence of the date setting is: YEAR -> MONTH -> DAY. With the YEAR / MONTH
/ DAY flashing in sequence, press UP or DOWN until the correct year/month/day appears.
Press REPEAT.
2. Setting the time format
Press UP or DOWN to select the desired time format — 12h or 24h. Press REPEAT.
3. Setting the time
With the HOUR / MINUTE flashing in sequence, press UP or DOWN until the correct
hour/minute appears. Press REPEAT.
4. Setting the unit of measurement
Press UP or DOWN to switch between mg/dL and mmol/L. Press REPEAT.
5. Setting the buzzer
With the buzzer displays, press UP or DOWN to switch between “On” and “OFF”. Press REPEAT.
6. Deleting the memory
With a flashing “M” icon on the display, press REPEAT to keep the results in your memory and skip this step. To delete all the results, press UP and then a flashing “dEL” and “M” icon will show on the display, press UP again to delete all the memory records.
7. Setting the reminder alarm
Your meter has four reminder alarms. The meter will display “OFF”, “1st” and an alarm clock icon.
If you don’t want to set an alarm, press REPEAT to select “OFF” and to skip this step.
If you want to set an alarm, press REPEAT to select “On”.
With the hour/minute flashing in sequence, press UP or DOWN to select the desired
hour/minute. Press REPEAT and go to the next alarm setting.

The meter provides you with two modes for measuring, General and CTL (control solution test). You can switch between each mode by:
1. Start with the meter switched off. Insert a test strip to turn on the meter. The screen will display a flashing blood drop icon and battery icon.
2. Press M to switch between general to CTL mode

Do a control solution test when:
• you first receive the meter,
• at least once a week to routinely check the meter and test strips,
• you begin using a new vial of test strips,
• you suspect the meter or test strips are not working properly,
• your blood glucose test results are not consistent with how you feel, or if you think the results are not accurate,
• practicing the testing process or you have dropped or think you may have damaged the meter.

USING

1. Insert the test strip to turn on the meter
Insert the test strip into the meter. Wait for the meter to display the strip and blood drop icons.
2. Press M to mark this test as a control solution test
With “CTL” displayed, the meter will not store your test result in memory under “CTL”. If you press M again, the “CTL” will disappear and this test is no longer a control solution test.
WARNING:
When doing the control solution test, you have to mark it so that the test result will NOT be stored in the memory. Failure to do so will mix up the blood glucose test results with the control solution test results in memory.
3. Apply control solution
Shake the control solution vial thoroughly before use. Squeeze out the first drop and
wipe it off, then squeeze out another drop and place it on the tip of the vial cap. Hold
the meter to move the absorbent hole of the test strip to touch the drop. Once the
confirmation window fills completely, the meter will begin counting down.
NOTE: To avoid contaminating the control solution, do not directly apply control solution onto a strip.
4. Read and compare the result
After counting down to 0, the control solution test result will appear on the display. Compare this result with the range printed on the test strip vial and it should fall within
this range. If not, please read the instructions again and repeat the control solution
test
NOTE:
• The control solution range printed on the test strip vial is for control solution use only.
It is not a recommended range for your blood glucose level.
• See the MAINTENANCE section of the user manual for important information about your control solutions

Please see your user manual for additional information about prepping your device and the puncture site before you begin.
To perform a blood glucose test:
1. Insert the test strip to turn on the meter
Wait for the meter to display the strip and blood icon.
2. Select the appropriate measuring mode by pressing M.
3. Obtaining a blood sample
Use the pre-set lancing device to puncture the desired site. Wipe off the first drop of blood with a clean cotton swab. The size of the drop should be at least as big as • (actual size), which is 0.7 microliter (μL) of volume. Gently squeeze the punctured area to obtain another drop of blood. Be careful NOT to smear the blood sample.
4. Apply the sample
Gently apply the drop of blood to the absorbent hole of the test strip at a tilted angle. Confirmation window should be completely filled if enough blood sample has been applied. DO NOT remove your finger until you hear a beep sound.
NOTE:
• Do not press the punctured site against the test strip or try to smear the blood.
• If you do not apply a blood sample to the test strip within 3 minutes, the meter will
automatically turn off. You must remove and reinsert the test strip to start a new test.
• The confirmation window should be filled with blood before the meter begins to count down. NEVER try to add more blood to the test strip after the drop of blood has moved away. Discard the used test strip and retest with a new one.
• If you have trouble filling the confirmation window, please contact your health care
professional or customer service for assistance.
5. Read Your Result
The result of your blood glucose test will appear after the meter counts down to 0.
The blood glucose result will be stored in the memory automatically. See your user manual for additional information about reading your results. 
6. Eject the used test strip
Eject the test strip by pushing the eject button on the side. Use a sharp bin to dispose of used test strips. The meter will switch itself off automatically.
Always follow the instructions in the lancing device insert when removing the lancet.
WARNING: The used lancet and test strip may be biohazardous. Please discard them carefully according to your local regulations

To transmit your measurement(s) onto on your smartphone or tablet, open the BewellConnect application and click on the MyGluco icon. This will open to the measurement screen. Turn on the Bluetooth function on your smartphone or tablet and activate Bluetooth mode on the glucose monitor.
There are two ways to activate the Bluetooth mode of the MyGluco and transmit the data to your app. After the end of the measurement (the result is displayed on the screen):
1. Keep the strip in the slot, and press the M button on the bottom left.
OR
2. Eject the strip by pushing up the Strip-Ejection button or remove the strip directly by hand.
After following this step (1 or 2), “OFF” is shown and the Bluetooth mode is activated:
The blue LED (top right) will begin to blink, once the connection between the meter and device is established, the blue LED will stop blinking and stays on permanently. The data is transmitted to the app.

To replace the batteries, make sure the meter is turned off.
1. Press the edge of the battery cover and lift it up to remove.
2. Remove the old batteries and replace with two 1.5V AAA size alkaline batteries.
3. Close the battery cover. If the batteries are inserted correctly, you will hear a “beep”
afterwards.

The meter stores the 450 most recent blood glucose test results along with respective dates and times in its memory.

1. To clean the meter exterior, wipe it with a cloth moistened with tap water or a mild cleaning agent, then dry the device with a soft dry cloth. DO NOT rinse with water.
2. DO NOT use organic solvents to clean the meter.

TROUBLESHOOTING

Possible causes are:
– Batteries are dead. Try replacing the batteries.
– The test strip is inserted upside down or incompletely. Insert the test strip with contact bars end first and facing up.
– It is a defective meter or test strips. Please contact customer service if you suspect this is the cause.

Possible causes are:
– Defective test strip. Repeat the test with a new test strip.
– The sample was applied after automatic switch-off (3 minutes after last user action). Repeat the test with a new test strip and apply sample only when the flashing blood drop icon appears on the display.
– It is a defective meter. Please contact customer service if you suspect this is the cause.

E-b appears when the batteries are too low. Replace the batteries immediately.

E-U appears when a used test strip is inserted. Repeat with a new test strip.

E-t appears when the ambient temperature is above or below system operation range. System operation range is 50°F to 104°F /10°C to 40°C. Repeat the test after the meter and test strip are in the above temperature range.

E-0, E-A, E-C, and E-E indicate a problem with the meter. Repeat the test with a new test strip. If the meter still does not work, please contact customer service for assistance.

E-F appears when a test strip is removed while counting down. Review the instructions and repeat test with a new strip. If the problem persists, please contact customer service for help.

QUESTIONS ABOUT MyOxy
Your pulse Oximeter

GENERAL

MyOxy is a device designed to measure your arterial oxygen saturation (SpO2) and your pulse rate (PRbpm).

Oxygen saturation (SpO2) measures the percentage of hemoglobin binding sites in the bloodstream that is occupied by oxygen. Many factors can modify hemoglobin’s affinity for oxygen and reduce oxygen saturation in the blood. A finger pulse oximeter can help monitor oxygen saturation.

SETTING-UP

When using the device for the first time, make sure that the battery has been charged via the USB port. Connect the USB cable of the device to a computer to charge it. Once the device has been charged, you can disconnect the USB cable.

USING

Insert your finger (generally the index finger) into the device. The fingernail must be facing upwards. The device turns itself on automatically when a finger is inserted. The readings appear on the device screen. It may take a few minutes for the readings to appear. When the result flashes, the data has been transferred to the mobile application. Important : the data will only be transferred to the application if the application is open while the device is being used and Bluetooth 4.0 Smart Ready is activated.The device switches off automatically after eight seconds.
If it is difficult to obtain a reading, try with the other hand or with another finger on the same hand.

To clean the silicone inside the oximeter that comes into contact with the finger, use 70° rubbing alcohol. Apply the alcohol using a soft clean cloth. Also use the rubbing alcohol to clean the finger being measured, before and after use.
– Do not pour or spray liquid on to the surface of the oximeter. Make sure that liquid does not come into contact with the device openings. Leave the oximeter to dry before using again.
– Do not sterilize the device in an autoclave, with ethylene oxide or by immersing it in liquid. The device must not be sterilized.

TROUBLESHOOTING

Inaccurate readings may result from:
– Nail-polish (colorimetric interference) or artificial nails
– High levels of dysfunctional hemoglobin (carboxyhemoglobin or methemoglobin)
– Intravascular dyes (indocyanine green or methylene blue)
– Bright light. If necessary, protect the sensor positioning area
– Excessive movement of the user
– Defibrillators and interference from high-frequency electrosurgical devices
– Venous pulse
– Placing the sensor on a user with a blood-pressure cuff, an arterial or intravascular catheter
– High blood pressure, severe vasoconstriction, acute anemia or hypothermia
– Heart failure
– Stress
– Poor pulse quality (low perfusion)
– Low level of hemoglobin

If the screen shows “?”, it means the signal is unstable. You need to take the reading again.

The battery indicator flashes when the battery is low. The device must be recharged using the USB cable.

This could mean the battery is low or dead. Charge your device and try again. If the problem continues contact customer service.

CHECK OUT THE LATEST ARTICLES ON OUR HEALTH BLOG

view our suite of connected devices

GET YOURS TODAY