Frequently asked questions

Sugar360 helps you manage diabetes day to day, and keeps your care team in the picture between visits. You record your glucose readings, meals, medicines and activity; your doctor, dietitian and care staff see the same record when they plan your treatment.

It is a tool for keeping track and staying in touch. It does not replace your doctor, and it does not decide anything about your treatment.

Sugar360 is designed around a care team at a centre. Most people are registered by their centre when they join a care programme, and their doctor, dietitian and care staff are assigned to them.

You can create an account yourself and record your own readings, but the parts that matter most — prescriptions, diet plans, consultations and appointments — need a centre and a care team behind them.

Tap "Forgot password" on the sign-in screen. We send a code to your email address; enter it and choose a new password.

If the email does not arrive within a few minutes, check your spam folder. If it still has not come, your centre may hold a different email address for you — contact them.

Only the people you or your centre have authorised:

• The care team your centre has assigned to you — typically a doctor, a dietitian and care staff
• A caregiver, if you have linked one, and only the categories you permitted

Other patients cannot see your record, and staff who are not on your care team cannot either. You can see who is on your care team on the home screen, and change what a caregiver sees at any time under Menu, Additional Settings, Permissions.

Yes. Under Menu, Caregiver, you can invite someone by email. They get their own login and see what you allow them to see — you choose the categories, and you can change or withdraw them at any time.

A caregiver can help you log readings and meals, and can see your appointments. They cannot change your prescriptions or your diet plan.

Tap the blue plus button at the bottom of the screen, then Log glucose. Enter the number, choose when it was taken — before a meal, after a meal, fasting, bedtime — and save.

If you use a connected meter or CGM, readings arrive on their own and you do not need to type them.

Tap the plus button, then Log a meal, and choose which meal it was. Then add what you ate in whichever way suits you:

Photo

take pictures of your plate

Upload

choose pictures you already have

Search

find a dish in the food library

Describe

type what you ate in your own words

If you use photos, add all of them first, then tap Read photos. They are analysed together, so a dish showing in two pictures is counted once.

They are estimates, and you should treat them as such. The app is reasonably good at recognising dishes and poor at judging how much oil, sugar or ghee went into them — none of which is visible in a photograph.

Check what it suggests and correct anything that looks wrong before saving. Do not calculate an insulin dose from these numbers unless your doctor has told you to and shown you how.

Yes, if it is a supported device. Go to the home screen and tap the device icon at the top right, then follow the steps to link your account with the device maker.

Readings then arrive automatically and appear alongside anything you have entered by hand. You can unlink at any time.

Only three things: your step count, your sleep, and your resting heart rate. On iPhone it can also read glucose readings written by other apps, so nothing is missing from your record.

It reads nothing else from your phone's health data. Connecting is optional, it is off until you turn it on, and you can withdraw it at any time in your phone's settings.

No. The app asks for your location once, only if you tap "Use my current location" while typing your address, and only while the app is open. It turns the position into a street address and throws the coordinates away.

There is nowhere in your record to store a location, and the app never asks for background location access.

No. It is an automated assistant. It is not a clinician, it is not a member of your care team, and nobody reviews its answers before you see them.

It is useful for general questions — what a term means, how a medicine is usually taken, what a food generally contains. It cannot examine you, does not know everything about your history, and can be wrong.

Never change a medicine or a dose because of something it said. Ask your doctor.

The medicine list comes from your prescriptions. If something has been stopped but is still showing, it has not been marked as discontinued on your record.

Tell your care team and they will update it at your next consultation. Do not restart a medicine because the app listed it.

You can edit or delete readings you entered yourself, from the Health tab.

Readings synced from a device cannot be edited, because they are the device's own record. If one looks wrong, check it with a fingerstick test and follow your device maker's guidance.

Clinical records written by your care team — consultation notes, prescriptions — can only be corrected by them.

It is saved on your phone and sent when you are back online. The home screen shows how many entries are still waiting.

You do not need to do anything. Just keep the app installed and open it once you have signal.

No. Sugar360 is not monitored around the clock and does not raise an alarm. Your care team sees your readings when they look at your record, not the moment you enter one.

If you feel unwell, do not wait for anyone to notice. Contact your care team directly, or in an emergency call your local emergency number or go to the nearest hospital.

Go to Menu, Additional Settings, and choose to close your account. You will be shown exactly what happens before anything is done.

Your name, phone number, email and address are removed, and your login stops working permanently. Clinical records created by your care team stay with your centre, because they are required to keep them.

Closing an account cannot be undone, and a new account will not bring anything back. You can also request closure by writing to support@sugar360.in without installing the app.

For anything about your treatment, appointments or prescriptions, contact your care centre — their number is on the home screen next to your care team.

For a problem with the app itself, or a question about your data, write to support@sugar360.app.

In an emergency, do not use the app. Call your local emergency number.