FAQ
Use of the Monitor
About Syai Tag App
About CGM
Warning
Disposable Instructions
Cancellation & Returns
Use of the Monitor
How many days does a Monitor last?
the Monitor can be worn for a maximum of 14 days and it is non-reusable. Once removed, please dispose it in accordance with all applicable local regulations related to the disposal of electronic equipment, batteries, sharps, and materials potentially exposed to interstitial fluids.Why?
The glucose oxidase (enzymes) on the sensor react with the glucose in the body's tissue fluid and the electrons generated in the redox reaction are transferred to the metal electrode, thereby generating current to form electrochemical signal. The signals are then collected and calculated to form glucose values. 14 days later, the enzymes are depleted so the sensor is no longer good to use.
Finding the right CGM sensor application site.
Monitor has been studied to be applied on the rear of the upper arm for best experience. We do not recommend to apply Syai Tag on your abdomen, thigh, buttocks, back or areas where your daily activities or movements may cause device fall-off.
You must avoid using body lotions or creams on the area as this can interfere with readings and impair the Monitor's adhesion.
Select a smooth area of skin free from birthmarks, stretch marks, scars or lumps at least one inch away from where you would usually inject your insulin.
Does it hurt to wear?
Our Monitor is minimally invasive and most users feel no pain at all, with a minority experiencing slight pain, which also diminishes over time. Please contact customer service if you still experience pain after 12 hours of application.
Can I wear it myself?
Monitor is intended for home use and can be worn at home independently by the user or with assistance from a family member or friend if you fell difficult to operate.
Will I feel uncomfortable having the sensor in my body?
The sensor is very soft and does not create a foreign body sensation once applied successfully. The appearance of the Monitor is also very small, about the size of a coin, and is usually difficult for others to spot, making it more concealable.
Do I also need a waterproof patch?
Generally speaking it is not necessary, the adhesive under the Monitor is sufficient for daily life (supports shower or swimming). Wearing a waterproof patch on top may cause allergies and affects your experience.
Do I need to take it off and put it back on when I take a shower?
No. Syai Tag is designed for showering and swimming scenarios. The product has a protection level of IP28, meaning you can stay underwater more than 1 meter for several hours. Please also be aware that Syai is a single-use product. The device will be terminated if removed from one's body.
Is Syai Tag non-invasive?
The Syai Tag is not strictly non-invasive because the sensor the sensor tip is in contact with interstitial fluid, but the sensor is small and soft, so it is considered minimally invasive.
How do I start and activate the monitor? How long does it take to start working?
Once logged into the App according to the operating instructions, wear the Monitor and hold your phone close to the Monitor, after hearing a beeping sound, the Monitor should be activated. The first 60 minutes after activation is a warm-up period. After 60 minutes, you can see the first glucose data by tapping into the App.
About Syai Tag App
Unable to connect the Monitor
Please check which of the following situations you are in:
- Unable to connect when applying a new Monitor:
- Check if your phone is NFC enabled, if not, find an Android phone with NFC for activating the Monitor
- Check if the Bluetooth is turned on, if not, you will not be able to connect.
- Make sure you have followed the steps in the application guide
- App shows disconnected when wearing the Monitor:
- Check if the Bluetooth is turned on, if not, you will not be able to connect.
- The App will automatically reconnect with the Monitor, please wait patiently for a moment or tap on the "Connect Now" button on the home page and follow the instructions
If you are still unable to connect after the above procedure, please contact our support team
- Unable to connect when applying a new Monitor:
- Check if your phone is NFC enabled, if not, find an Android phone with NFC for activating the Monitor
- Check if the Bluetooth is turned on, if not, you will not be able to connect.
- Make sure you have followed the steps in the application guide
- App shows disconnected when wearing the Monitor:
- Check if the Bluetooth is turned on, if not, you will not be able to connect.
- The App will automatically reconnect with the Monitor, please wait patiently for a moment or tap on the "Connect Now" button on the home page and follow the instructions
If you are still unable to connect after the above procedure, please contact our support team
Glucose readings in your App are different from my fingerprick readings, why?
The fingerprick test measures level of glucose in the blood, whereas the CGM measures glucose in your interstitial fluid, not your blood. The level of glucose in interstitial fluid reacts slower than the level of glucose in the blood. Therefore, users of a CGM should be aware that there is usually a lag of approximately 10 minutes between rises (or drops) in glucose levels compared with the blood. The CGM can assist with seeing your glucose values and trends in real time.
What should I do if I get a HI/LO reading?
Tip: If you feel uncomfortable, please seek for professional medical advice if necessary
When "HI"/"LO" appears in reading, there are two possibilities:
HI: Glucose level is above 25mmol/L or 450mg/dL
LO: Glucose level is below 2mmol/L or 36mg/dL
- It may be caused by your monitor falling off.
At this point please check if the Monitor is in a normal wearing condition, if so, please wait until the reading reappears.
HI: Glucose level is above 25mmol/L or 450mg/dL
LO: Glucose level is below 2mmol/L or 36mg/dL
- It may be caused by your monitor falling off.
At this point please check if the Monitor is in a normal wearing condition, if so, please wait until the reading reappears.
If the reading still hasn't appeared, please contact our customer service.
The Monitor is disconnected.
Our App will automatically reconnect with the Monitor when disconnection occurs, please wait for a few seconds, or you can manually reconnect by tap the "Connect Now" button.
Can the Monitor be reconnected again once I tapped "End my session", but have not remove it from my arm?
No. The Monitor will disable itself after you tapped “End my Session" and cannot be reconnected. You will need to use a new Monitor to connect again.
Will my historical data be retained after I change the Monitor?
Yes. All historical data will be stored in your account in the statistics page. However, you might need to upload the data when the Monitor expires (if there are missing data exists, and system notice will pop up), otherwise this part of missing data will not be saved in your account.
About CGM
What is continuous glucose monitoring(CGM)?
Continuous glucose monitoring is wearable technology that automatically tracks glucose levels, also called blood sugar, throughout the day and night. You can see your glucose level anytime at a glance. You can also review how your glucose changes over a few hours or days to see trends. Seeing glucose levels in real time can help you make more informed decisions throughout the day about how to balance your food, physical activity, and medicines.
What does a CGM looks like? What are the components?
A CGM consists of a Sensor, a Transmitter (which are combined to form a Monitor) and an Applicator. Real-time glucose readings can be obtained using a mobile phone by downloading the corresponding APP.
Is it necessary to wear a CGM?
Compared with a standard blood glucose meter, using a CGM system can help you
- better manage your glucose levels every day
- have fewer low glucose emergencies
- need fewer fingerpricks
- better manage your glucose levels every day
- have fewer low glucose emergencies
- need fewer fingerpricks
A graphic on the App shows whether your glucose is rising or dropping—and how quickly—so you can choose the best way to reach your target glucose level.
Over time, good management of glucose greatly helps people with diabetes stay healthy and prevent complications of the disease. People who gain the largest benefit from a CGM are those who use it every day or nearly every day.
What does 24-hour continuous monitoring mean?
CGMs are always on and recording glucose levels—whether you're showering, working, exercising, or sleeping. It also provides:
- An alert can sound when your glucose level goes too low or too high.
- You can note your meals, physical activity, and medicines in our App, too, alongside your glucose levels.
- A graphic on the App shows whether your glucose is rising or dropping—and how quickly—so you can choose the best way to reach your target glucose level.
- An alert can sound when your glucose level goes too low or too high.
- You can note your meals, physical activity, and medicines in our App, too, alongside your glucose levels.
- A graphic on the App shows whether your glucose is rising or dropping—and how quickly—so you can choose the best way to reach your target glucose level.
What are the advantages compared to fingerpricks?
You can regularly check your glucose levels using a standard blood glucose meter. Many people do just that. But fingerprick checks only measure glucose at one moment in time. It's like reading one page of a book. Doing more fingerstick checks gives you more snapshots, which can offer clues to what’s happening with your blood sugar levels.
How do I use the CGM data?
Using a CGM device can make it easier to manage Type 1 or Type 2 diabetes. Some people use CGM for a week to understand their blood sugar patterns. Most use CGM long-term.
The CGM data can be used to:
- Show you a bigger picture of how diabetes affects you: CGM measures glucose levels every few minutes. That data shows a more complete picture of how your glucose levels change over time. This information can help you and your provider better understand how things like food, activity, stress and illness impact your glucose levels.
- Lead to more personalized care: CGM doesn't give the whole story of all the ways diabetes affects you. It tells you when glucose goes up or down, not why. But you can download CGM data from your device and review it for patterns and trends, and then personalize your care based on what they learn.
- Show you a bigger picture of how diabetes affects you: CGM measures glucose levels every few minutes. That data shows a more complete picture of how your glucose levels change over time. This information can help you and your provider better understand how things like food, activity, stress and illness impact your glucose levels.
- Lead to more personalized care: CGM doesn't give the whole story of all the ways diabetes affects you. It tells you when glucose goes up or down, not why. But you can download CGM data from your device and review it for patterns and trends, and then personalize your care based on what they learn.
Who Benefits from CGM?
Everyone! Data support the use of CGM for essentially everyone with diabetes—including type 1 and type 2 diabetes as well as prediabetes. CGM is even being studied in people without diabetes, such as athletes. If you have type 2 diabetes, even without needing insulin, CGM can be very beneficial. With these devices, for the first time in history people really understand how their body responds to what they eat. If you eat a donut, you can look directly at your smartphone and watch the blood sugar spike. This can lead to major lifestyle changes for individuals living with diabetes.
Warning
Except for transducers sold by the manufacturer of the equipment or system as spare parts for internal components, the use of unspecified accessories, transducers, may result in increased emissions or reduced immunity of the equipment or system.
Equipment or systems should not be used close to or stacked with other equipment, and if they must be used adjacent or stacked, they should be observed to verify that they function properly in the configuration in which they are used.
Active medical devices are subject to special EMC precautions and must therefore be installed and used in accordance with these guidelines.
Portable and mobile communication radio frequency equipment may affect the use of medical electrical equipment.
Even if other equipment complies with the emission requirements of the corresponding national standards, the equipment or system may still be interfered by other equipment.
Disposable Instructions
This product should be disposed of in accordance with all applicable local regulations related to the disposal of electronic equipment, batteries, sharps, and materials potentially exposed to interstitial fluids.
Contact Customer Service for further information on the appropriate disposal of system components.
Cancellation & Returns
You may cancel your contract for the purchase of Syai products before you receive notification of shipment. In such case, you will receive a full refund of your purchase price.
Use these steps to see the order status and request cancellation.
1. In the upper right corner of the Syai.com page, click “Sign in or Create Account”.
2. Log into your account, navigate to “Orders”
3. Select the order you wish to cancel and select Cancel
If you do not see a Cancel button, it could be because your order has already shipped.
1. In the upper right corner of the Syai.com page, click “Sign in or Create Account”.
2. Log into your account, navigate to “Orders”
3. Select the order you wish to cancel and select Cancel
If you do not see a Cancel button, it could be because your order has already shipped.
Your order may also be eligible for cancellation and return after shipment and delivery if:
You may notify Syai in writing to info@syai.com of your intent to cancel or request a refund within fourteen (14) days of delivery.
a.If you place an order for several products and they are delivered separately, then your fourteen (14) days will start the day after you receive the last product on your order.
b.For subscription orders, please refer to your contract for cancellation terms.
The product packaging is unopened and the outer seal has not been tampered with.
The product is not damaged.
You may notify Syai in writing to info@syai.com of your intent to cancel or request a refund within fourteen (14) days of delivery.
a.If you place an order for several products and they are delivered separately, then your fourteen (14) days will start the day after you receive the last product on your order.
b.For subscription orders, please refer to your contract for cancellation terms.
The product packaging is unopened and the outer seal has not been tampered with.
The product is not damaged.
Subject to these conditions, we will reimburse to you all payments received from you, including the cost of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). Syai will refund all payments within fourteen (14) days after the day you provide evidence that you have returned the goods. You will be responsible for the cost of any returns and any non-standard delivery fees.
If you cancel your order and return the shipment, we may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. If you received multiple products in an order and some products remain sealed, but others have been tampered with, Syai will provide a refund for the sealed product only. In the event you have opened the products, please dispose of them in accordance with the user instructions.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
*Monitors are sterile, disposable medical devices and Syai is unable to accept the return of opened products for safety and hygiene reasons.
Related topics: Terms of Use and Privacy Policy.
Can’t find the answer you need? Please reach out to our Syai Customer team.