Home / FAQs

FAQs

BioTel Care Diabetes Program

How do I sign up for the program?

It’s easy to sign-up. If you wish to do so on-line, please click the "Order Now" button on the home page and you will begin a quick step-by-step process. Or, if you'd like assistance signing up, contact our customer support center at 877-777-4710. We're available to take your call 24 hours a day, seven days a week.

Will my health plan cover the program?

The BioTel Care Diabetes program is designed to provide a price competitive alternative to health insurance coverage that allows individuals to avoid the hassle of submitting claims. For a low monthly program fee, you receive our cellular-enabled glucometer and all necessary supplies at a price comparable to many copays.

If I require additional supplies, how can I get them?

Telcare monitors your utilization on a continual basis and will send you necessary supplies before you run out. However, should your supplies be lost or damaged, you can request a re-order through our customer support center at 877-777-4710.

How can I update my credit card information?

If your credit card is due to expire in the next 30 days, you’ll receive an automated email notification with a useful link and directions explaining how to update your BioTel Care profile. Should your credit card be lost or stolen, or if you wish to use an alternate card, please access your account at shopbiotel.com to update your personal profile.

How can I obtain a billing statement?

Every time the monthly program fee is charged to your credit card, you’ll receive an automated email notification stating the amount charged, billing date, and service provided. Additionally, a historical listing of all charges can be accessed when you log into your account at shopbiotel.com.

If I want to cancel an order or disenroll from the program, what do I need to do?

If you submit your enrollment form and have second thoughts or wish to disenroll prior to completing one year, please contact our customer support center at 877-777-4710 as soon as possible and a representative will assist you with the process. Please note that if you choose to disenroll prior to completion of your one-year commitment, an early termination fee may apply.

If I need to return my meter, what is the process?

If for any reason you need to return your meter, please contact our customer support center at 877-777-4710 to receive a Return Kit with prepaid postage and instructions. Once you receive the kit, place return items in the package, use the provided shipping label, and following the instructions for returning the package. Please do not return any items without first contacting our customer support center.

Using the Telcare Blood Glucose Monitoring System

How do I send my data from the Telcare blood glucose meter to mytelcare.com?

The Telcare Blood Glucose Meter’s embedded cellular technology enables blood glucose data to be submitted to mytelcare.com anywhere cellular coverage is available. The strength of the cellular signal is indicated on the screen of your blood glucose meter. In instances where readings are taken, and no cellular coverage is available, the meter will store these readings and automatically attempt to transmit the data when a new reading is taken with the meter. This process will repeat until the meter is within the range of the cellular network and the readings are successfully transmitted.

Will I pay additional charges for the meter’s cellular service?

The Telcare meter and the cellular service that makes transmission of the readings possible are all provided to you as part of your low, monthly program fee. There will be no additional data charges or cellular contracts to sign.

Will my Telcare blood glucose meter still work even if I haven’t activated my mytelcare.com account?

Your meter can always be used to test your blood glucose level 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 blood glucose meter?

Messages to the meter are provided for your benefit only and do not require a response.

What happens to my data if I lose or damage my Telcare blood glucose meter?

Even if you lose or damage your Telcare blood glucose meter, all data previously sent to mytelcare.com will remain available and secure on the portal.

What happens if the Telcare blood glucose meter can’t find a cellular signal to send the data to mytelcare.com?

The Telcare Blood Glucose Meter will allow you to check your blood glucose levels regardless of cellular connection. As long as the battery is charged, you can use it. In most instances, cellular coverage will be sufficient to send the data to mytelcare.com. However, if the Telcare Blood Glucose Meter is unable to send the data, it will be stored in internal memory and the meter will attempt to send it to mytelcare.com again the next time a reading is taken with the meter. This will occur every time a reading is taken with the meter until the stored data is successfully transmitted. The Telcare Blood Glucose Meter can store up to 300 readings.

What if I’m traveling between time zones with my Telcare blood glucose meter?

Your Telcare blood glucose meter will recognize the time zone where you are located. If problems arise, please call the customer support center at 877-777-4710.

Will my Telcare blood glucose meter work if I’m traveling outside the United States?

As long as your Telcare meter is charged, you can continue to take readings with your meter anywhere in the world. However, readings will not be transmitted to the Telcare portal if you are outside the United States. The Telcare meter will store these readings- up to 300- and attempt to resubmit them when you test again and will continue this process until you are in range of a cellular network in the United States.

If I don’t want to select a tag for my blood glucose reading, will the data be sent to mytelcare.com anyway?

You are not required to tag your blood glucose readings. Blood glucose readings submitted without tags will still be sent to my Telcare.com and labeled as “No Selection.”

Can I see previous messages that have been sent to my Telcare blood glucose meter?

You can view your message history on mytelcare.com by scrolling down to the “Latest Message” section located on your “Dashboard” page.

How do I know if my blood glucose data readings were transmitted?

When data is successfully submitted, the Blood Glucose Meter will display a message indicating that data was sent. When the Blood Glucose Meter is set to “Airplane Mode”, or if a cellular connection is unavailable for some reason, the meter will display a message indicating that it is unable to connect and that another attempt will be made when a subsequent reading is taken.

If I’m having problems with my meter, what should I do?

If you encounter any difficulties with your Telcare meter, please contact our customer support center at 877-777-4710.

Accessing & Using the Telcare Portal

How do I get an account to access my data on line?

When you sign up for the BioTel Care Diabetes Program, you will be sent an email explaining how to access your mytelcare.com account. Your personal account will be used to securely store and provide you access to your health data. If you have any difficulties accessing your account, please contact our customer support center at 877-777-4710.

Which internet browsers are compatible with mytelcare.com?

Tested browsers include Internet Explorer 11.0.9600.17501; Firefox 35.0.1; Chrome 40.0.2214.111; Safari 8.0.3

Can I use mytelcare.com on my smartphone?

The portal accessed at mytelcare.com can be viewed on a smartphone. Users can access the site using the following mobile browsers that have been verified and validated to function properly: Apple iOS 7; Google Android 2.8. However, due to the great variability in screen size and resolution available on smartphones, your viewing experience may be better if you download our mobile app “Diabetes Pal.” This free app is available on iTunes (https://itunes.apple.com/us/app/diabetes-pal-app-logbook-manager/id495245376?mt=8) and Google Play (https://play.google.com/store/apps/details?id=com.telcare.android.client).

What types of error messages might I encounter when accessing the portal?

Error messages might occur if an incorrect username or password is entered. They may also occur if you try to save information to your profile in an incorrect format. Please call our customer support center at 877-777-4710 if errors persist.

Will mytelcare.com log me out automatically?

As a security precaution, mytelcare.com will log you out after 10 idle minutes. If this occurs, you will be required to login again.

Is there any specialized software required?

The Telcare portal is web-based. If you are using a web-browser to access mytelcare.com, no special software is required. If you have downloaded and are using Telcare’s Diabetes Pal mobile app, all updates are made automatically.

How do I know if my blood glucose readings are in the proper target range?

Telcare uses guidelines established by the American Association of Diabetes Educator as the default values for our system's recommended glucose ranges. However, you and your healthcare provider should work together to determine your personal goals. Once this consultation occurs, you can adjust your target ranges within the clinical profile of your mytelcare.com account. And if your healthcare provider has accepted your invitation to access your data, he/she has the option to adjust your target ranges as well through the healthcare professional portal view; these personalized target ranges will appear on your meter when you take readings.

Can I get help setting up my mytelcare.com account?

Your Telcare Blood Glucose Meter comes with a step-by-step guide explaining how to set up your account. If you need additional help, please call Telcare Customer Support at 877-777-4710.

How do I save my login information?

To safeguard your privacy, it is important to keep your login information secure. If you are using your personal computer to access mytelcare.com and you feel your information is safe on that computer, you have the option to save your login information using your web browser’s built-in login saving features.

What happens if my Telcare blood glucose meter sends data while I’m logged into mytelcare.com?

You can refresh your browser to display the most recent readings.

What data can I change on mytelcare.com?

You can edit all of the biographical information listed in your User Profile and add notes for each of your blood glucose readings. However, you cannot edit your glucose readings or reading tags.

How do I give family members, friends or health care providers access to my data?

By accessing your account on mytelcare.com, you can give one or more family members or friends visibility of your data. Each person you invite will receive unique log-in credentials that can be used to view your data on the Telcare portal. Should you wish provide your physician with access to your data as well, please contact our customer support center at 877-777-4710 and a representative will assist you with the process.

Can I upload readings from other meters into my portal profile?

Readings taken on meters other than the Telcare glucometer can not be automatically uploaded to your mytelcare.com account. However, it is possible to create manual entries for blood glucose data on both the meter screen and by accessing your mytelcare.com account. These manual logging capabilities can also be used to document other relevant health data such as blood pressure, carbohydrate intake, and prescription drugs.