FAQs

Our customer care representatives are available to help answer any questions about our blood glucose monitoring systems. But you may find it more convenient to get your answer from our FAQs.
We’ve collated our most frequently asked questions below. We hope you find them useful.

Find support by product

Meter and logbook order

I have ordered a new OneTouch^® meter but haven't received it yet. How can I find out when I will receive it?

Please contact OneTouch^® Customer Care @ [email protected] if you want an update on the status of your order.

Serial and Lot numbers

How can I find the serial number of my OneTouch^® meter?

The Serial Number (SN) is located on the back of your OneTouch^® meter and on the meter box.

Where can I find the lot number of the test strips?

The test strip lot number (LOT) is located on the test strip vial of your OneTouch^® test strips and on the test strip box.

Where can I find the lot number of the control solution?

The control solution lot number (LOT) is located on the control solution vial of your OneTouch^® control solution and on the control solution box.

Meter registration and warranty

How can I register my blood glucose meter?

You can register your meter in 3 simple ways:

Online
Using the registration card supplied together with your meter
Click here to contact OneTouch^® Customer Care. Please make sure you have your meter available to make the registration process simple.

Why should I register my OneTouch^® meter?

By registering your OneTouch^® meter we can provide you with product updates, useful information and ongoing support to help you manage your diabetes.

What is the warranty applicable on the OneTouch^® Blood glucose monitors sold in India?

Lifescan Medical Devices India Private Limited, previously a division of Johnson & Johnson Private Limited, has updated the Warranty for all OneTouch^® Blood Glucose Monitors (“OneTouch^® Monitors”) to a period of three (3) years with immediate effect. The updated terms and conditions of warranty shall be in supersession of all previous communications and apply to OneTouch^® Monitors that are purchased prior to and after the date of this intimation.Warranty for OneTouch^® Select Simple™ meters and OneTouch Ultra^® family of meters (UltraEasy, Ultra 2, Ultra) will be applicable upto 22^nd Oct, 2022.

All other warranty terms and conditions applicable to the OneTouch^® Monitors shall remain unchanged. It is clarified that the warranty for the OneTouch^® Monitors does not guarantee the availability of compatible test strips.

Terms and Conditions of 3 years "Warranty" applicable on OneTouch Blood Glucose monitors:

This Warranty is a special offer run by LifeScan Medical India Devices Private Limited ("LifeScan India") having its corporate office at : A-1003, Kanakia Wallstreet, Chakala & Mulgaon, Andheri Kurla Road, Andheri(E), Mumbai – 400093, MH, India.
The Warranty will be for a period of Three (3) years from the date of purchase as evidenced by the purchase invoice.
The Warranty entitles the user of the OneTouch monitor, a free replacement in case the existing monitor bought under this Warranty is found to be defective by LifeScan India. The monitor is said to be defective if LifeScan India finds defects in its material and workmanship and/or confirmed non-performance of the monitor.
The customer who finds any problem in performance of his/her monitor needs to contact LifeScan India clicking here and log in the complaint with our OneTouch^® Customer Care Representative.
LifeScan India will not consider claims for Warranty:
-If the complaint for replacement has been made due to any reason other than the manufacturing defect.
-If the monitor is damaged due to mishandling or tempered or damaged due to any force majeure event or stored in any manner inconsistent with LifeScan India’s written instruction, the customer will not be entitled to avail of this Warranty.
Monitor will not be replaced if it falls to perform due to low battery. Battery has to be replaced by the customer at his own cost.
Please read the Owners Booklet for proper usage of the monitor and the test Strips.
During the claim for replacement is made, in the event of the current product purchased is not available (discontinued or is out of stock), LifeScan India reserves the right to offer in replacement an alternative blood glucose monitor which may be of a value lower or higher than the current blood glucose monitor.
LifeScan India will not entertain any claim other than the claim for replacement as stated herein and will not engage in any correspondence with anybody in this regard.
In the event of replacement of the product, this Warranty will thereafter continue and remain in force only for the unexpired period of the Warranty.
The obligation of LifeScan India under this warranty shall be limited to providing replacement only.
This Warranty can be discontinued by LifeScan India at any time without further notice to anyone and will remain in force only till stocks lasts.
LifeScan's decision shall be final and remain binding on all the registered purchasers of One Touch monitors.

My OneTouch^® meter is broken, how can I get a new one?

If you think your OneTouch^® meter is broken you can review the product FAQs for online help or click here to contact OneTouch^® Customer Care. Please make sure you have the meter and test strips with you when you call. Alternatively, contact your healthcare professional.

My OneTouch^® meter has gone missing, how can I get a new one?

In case your OneTouch^® meter goes missing, please click here to contact OneTouch^® Customer Care. Alternatively, contact your healthcare professional.

Error messages

My OneTouch^® blood glucose meter doesn't seem to work properly. What should I do?

If you are experiencing problems with your OneTouch^® meter, please first check the "Troubleshooting" section in your Owner’s Booklet. If you are still experiencing problems, please contact OneTouch^® Customer Care @ [email protected] and we'll do everything we can to help resolve the problem. Please make sure you have your meter and test strips available when you call.

My meter shows an Error Message. What should I do?

Meter readings

I have compared my blood glucose results of my new OneTouch^® meter to another meter and have received different results. Why do the results differ from each other?

Comparing your blood glucose test results taken with this meter to your results taken from a different meter is not recommended. Results may differ between meters and are not a useful measure of whether your meter is working properly.

Test strips

How can I get test strips for my OneTouch^® meter?

OneTouch^® test strips are sold separately and may not be included in the meter kit. For availability of test strips, please click here to contact OneTouch^® Customer Care or ask your pharmacist or healthcare professional.

Can all OneTouch^® test strips be used for all OneTouch^® meters?

No, not all OneTouch^® test strips are compatible with all OneTouch^® meters. Please read more about which test strips are right for your OneTouch^® meter in the Product pages or refer to your Owner’s Booklet. If you have any doubt about which test strips you should use, please contact OneTouch^® Customer Care @ [email protected] or your healthcare professional.

Will my old test strips work with my new meter?

Please read more about which test strips should be used for your OneTouch^® meter in the product pages or refer to your Owner’s Booklet. If you have any doubt about which test strips you should use, please click here to contact OneTouch^® Customer Care or your healthcare professional.

Control solution

How can I get control solution for my OneTouch^® meter?

OneTouch^® control solutions are sold separately and may not be included in your meter kit. For availability of control solution, please click here to contact OneTouch^® Customer Care or ask your pharmacist or healthcare professional.

Contact us if you don't find your answer

Email us at: [email protected]

Free phone 1800 22 55 44
Free phone 1800 268 55 44
Lines open: Monday – Sunday 8:00am – 8:00pm

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