Common Stelo issues (Signal loss, pairing, session ended early)
Technology isn't always perfect—here's a few common Stelo issues and basic troubleshooting steps. In some cases, you may need a replacement and will need to contact Stelo Support to submit a request.
Signal Loss
Signal Loss means your phone stopped receiving readings from your Stelo for over 15 minutes.
Quick fixes (allow up to 5 minutes):
- Turn Bluetooth off, then back on
- Keep the Stelo app open on your screen
- Stay within 20 feet of your biosensor with clear line of sight
- Keep your phone on the same side as your biosensor
- Restart your phone if needed
Learn more about this issue on Stelo Support.
Stelo Won't Pair
"Searching for sensor" means your phone is trying to connect to your Stelo but can't find it yet. Pairing usually takes under 5 minutes.
Troubleshooting steps:
- Turn Bluetooth off, then back on
- Close the app and then reopen
- Keep your phone within 20 feet of the biosensor
- Double-check the pairing code matches the one on your applicator
- Stay 20+ feet away from other people wearing biosensors
- Remember: each biosensor pairs with only one phone
Learn more about this issue on Stelo Support.
Session Ended Early
"Session Ended Early" means your Stelo app detected that the biosensor can no longer read your glucose and stopped the session before the full 15 days.
Prevention tips for your next biosensor:
- Keep the performance cover dry for the first 12 hours when possible
- Pat dry gently after getting wet
- Avoid placement on areas that get bumped or where you sleep
Learn more about this issue on Stelo Support.
Still have questions? We're here to help. Just email us at support@levels.com and we'll get right back to you.