Frequently Asked Questions
What is the return window?
Can I share my live data with someone else?
Yes, but only one person. To do this, please follow the instructions on the mymonx app.
Do you share my data?
No, we have access to your data anonymously to train and improve our AI algorithms so that we can give you the most accurate advice possible but will never share your data with a third party.
Can I change my account email?
You cannot change your account email but please contact us and we can make changes for you.
Do you deliver to the USA or Canada?
At this moment it's not possible to deliver our device to the USA or Canada. We're busy arranging delivery in the USA and Canada but that will take 4 to 6 weeks.
Can I cancel my subscription?
The monthly subscription can be cancelled but this means you have no access to the mymonX App that shows your vitals on a 10-minute daily basis, weekly, monthly, 6 monthly and annual basis and our medically reviewed monthly reports.
Can I buy the watch without a monthly subscription?
The watch can be bought without the monthly subscription but this means you have no access to the mymonX App that shows your vitals on a 10-minute daily basis, weekly, monthly, 6 monthly and annual basis and our medically reviewed monthly reports.
How do I view my vital numbers, including glucose?
Please follow the video instructions on how to view, here:https://youtu.be/SUawHgYr4yU
What is a vitals wearable?
A vitals wearable is a device that is worn on the body to track and monitor various health metrics, such as heart rate, sleep patterns, and activity levels.
How accurate is the device's data?
The device is designed to be highly accurate, but individual results may vary.
Can the device be used for medical purposes?
The device is not intended for use in the diagnosis or treatment of any medical condition. Consult with a doctor before using any wearable.
What kind of data does the wearable collect?
The wearable collects data such as heart rate, sleep patterns, steps taken, and calories burned.
How do I wear the device?
The device is worn on the wrist, like a watch. It should be worn snugly but not too tight.
Can the device display glucose in mg/dL?
The device currently displays glucose in mmol/L, the function to change this to mg/dL will be included in our next upgrade! If you'd like to convert the readings yourself: 1 mmol/L of blood glucose is equivalent to 18 mg/dL of blood glucose.
How does the glucose measuring work?
We use chips, optical sensors and signal processing to obtain your data and then use our AI models/algorithms to derive your glucose numbers. We have validated our models against ISO 15197 and Clark Error Grid as medical professionals do and we look at MARD. mymonX is currently for non-diabetics but our diabetes 1 and 2 models will be added later in 2023.
How do I measure glucose on the watch?
When you click on the upper right button on your watch you’ll see the time, then you have to swipe from right to left on the screen to see the glucose measures.
How do I sync the device with my smartphone?
The device can be synced with a smartphone using Bluetooth technology.
Is the device water-resistant?
The device is water-resistant, but it should not be worn while swimming or taking a shower.
How long does the battery last?
The battery life of the device varies depending on usage, but it typically lasts for 5-7 days.
My data is not syncing with the app?
Please ensure you are opening the app at least once a day to upload the data from your watch as the watch will only retain the information for 24 hours. If your app is still not syncing, please contact us via our email.
How do I charge the device?
The device is charged using a cable provided, which is provided in the package.
My watch is not working?
Please contact us on our support email.
How do I troubleshoot the device?
Consult the device's manual or contact the manufacturer for troubleshooting assistance.
Why doesn't the time update when I cross timezones?
This issue is likely because you have "set timezone automatically" turned on in your phone settings. The issue will resolve itself in time but to fix it straight away, turn off automatic and manually set your new timezone before re-enabling automatic.