Battery power is low
Replace the battery as directed in your product instructions.
HELP CENTER
Frequently asked questions
Find practical product, testing, order and support guidance. Always follow the instructions supplied with your exact product.
01 / GETTING STARTED
Choose and prepare your product
Match the meter, strip and instructions before beginning a test.
Which test strips work with my meter?
Use only strips identified as compatible with the exact meter model on your meter, package and instructions. Do not match strips by color, brand appearance or vial shape. If the label is unclear, keep the vial closed and contact support with a clear photo of the labels.
Where can I find the instructions for my product?
Open Product Support and select the G430, G520 or test-strip document that matches your package. The instructions supplied in the box are the primary reference for your product version.
What should I check before using a new meter or refill pack?
Confirm the product model, SKU or count, instructions for use, expiry date, package condition and meter-and-strip compatibility statement. Do not use a product with damaged packaging, missing labeling or an unclear expiry date.
Can I use a product purchased in another country?
Product versions, labeling and intended-use instructions can vary by market. Check the product label and documentation supplied with that exact item. Contact support before use if the market version or documentation does not match the product you received.
G430 DEVICE GUIDANCE
Error codes and display messages
Match the full message shown on the screen. Use the instructions supplied with your exact product as the primary reference.
A used test strip was inserted
Use a new, compatible test strip for a new test.
The strip may have been removed too soon after sampling
Use a new strip and repeat the test according to the instructions.
Meter self-check failed
Follow the calibration guidance in the product instructions, then restart the meter. Contact support if it continues.
The operating temperature is outside range
Move to an environment between 10-40°C (50-104°F), then test again according to the product instructions.
For an unreadable display, repeated error, damaged product, or a code not listed here, record the code and contact support with a photo of the screen and product label.
02 / TESTING AND RESULTS
Common testing questions
Follow the supplied instructions for every step of a blood glucose test.
My meter does not turn on. What should I do?
Check that the required battery type is installed in the orientation shown in the product instructions. Replace the battery only as directed in the manual. If the meter still does not turn on, do not disassemble it; contact support with the model and a description of what happens on screen.
Why is there an error code or unreadable result?
Record the full error code, meter model and strip vial details. Refer to the exact error-code guidance in the manual. If the error continues, contact support with photos of the display and labeling.
What should I do if a result seems unexpected?
Do not use this website to interpret or make treatment decisions from a reading. Follow the repeat-test and control-solution guidance in the instructions. If you feel unwell or have concerns about a result, seek advice from a qualified healthcare professional promptly.
The sample did not fill the strip. Can I add more blood?
Follow the sample-application instructions for your exact strip. Do not add a second sample unless the instructions specifically say to do so. Dispose of an incompletely filled strip as directed and use a new compatible strip for a repeat test.
How do I review the basic testing sequence?
Download the testing flow and product instructions from Support, then follow the full user manual and IFU supplied for your product. The packaged instructions take priority if any guidance differs.
03 / STRIPS AND LANCETS
Storage, use and product checks
Keep consumables matched, sealed and handled according to their instructions.
How should I store test strips and lancets?
Store them exactly as directed on the vial, package and instructions for use. Keep the vial closed when not in use, and avoid using strips exposed to moisture, contamination, heat or conditions outside their instructions.
Can I use strips after the expiry date or from an open vial?
Follow the expiry-date and open-vial guidance printed on the product labeling and IFU. Do not use strips when the expiry date is passed, the vial is damaged, or the storage history is unknown.
Can a lancet be reused?
Use sterile lancets only as directed in the supplied instructions. For hygiene and safety, do not share lancets. Dispose of used lancets using the local guidance applicable to sharps in your area.
My refill pack looks different from a previous order. Is it compatible?
Do not assume compatibility from similar packaging. Compare the meter model, strip SKU, vial label and instructions. Send support clear photos of both products before opening the refill if anything differs.
04 / ORDERS AND SUPPORT
Purchases, delivery and requests
Purchase details help support locate the right product information faster.
Where can I purchase Stondon products?
Use the product listings in this store for currently published products. If you purchased elsewhere, keep the retailer name, marketplace order number and original listing or receipt available for support.
What information should I include in a support request?
Please include where you purchased, order number, purchase date, product model or SKU, strip count when relevant, lot and expiry details, and a concise description of the issue. Photos of the label and any error display are helpful.
Can I request a replacement, refund or return?
Eligibility depends on the purchase channel, order details, product condition and the applicable policy. Contact support before returning a product and include order information and photos for review.
How can I check an order placed on this store?
Sign in with the email used at checkout to view available account and order information, or use the support request page with your order number if you need help.
Important: This support content is for product guidance only and does not provide medical advice. Always follow the instructions included with your exact product. For urgent symptoms or health concerns, contact a qualified healthcare professional.
